heat network schemes
A heat network sends heating and hot water from one main source to many homes.
Heat networks – what you need to know
Ofgem, the energy regulator, has been in charge of all heat networks since Tuesday, 27 January 2026.
This page provides more information about what these regulations cover:
- Extra support, if you need it
- Good standards of customer service
- Reliable supply of heat and hot water
- Fair pricing for bill
- The complaints process
What is a heat network?
A heat network sends heating and hot water from one main source to many homes.
Your home is part of a heat network owned and run by believe housing.
Since Tuesday, 27 January 2026, heat networks in Great Britain have been regulated by Ofgem. This means you now get similar protections for heat and hot water as gas and electricity customers do.
Some details are still being finalised, but we will keep you updated when we know more.
What the new rules mean for you
The regulations mean there are protections for customers connected to heat networks. You will receive a simple
document later this year explaining:
- Your rights
- How your heat network works
- What believe housing must do to support you.
If you are a believe housing customer, this does not affect your current tenancy agreement but instead adds protections on top.
If you or someone in your home has health, mobility or communication needs, we can provide extra support. This can be through:
- Prioritising important repairs
- Helping sooner if your heating stops working
- Communicating in ways that work best for you.
You can speak to your Neighbourhood Officer if you need extra help. And if your needs change in future, even just for a short time, you can contact us for extra support.
believe housing must:
- Act fairly, honestly and professionally
- Speak and write in clear, simple language
- Keep you informed about any changes
- Answer requests for more information
- Offer choices about how we contact you.
We will also give you the opportunity to take part in consultations on heat networks in the future.
We regularly check and maintain the network to keep heating and hot water running safely. If something breaks, we aim to fix it as quickly as possible. Please report any repairs by calling believe housing on 0300 1311 999.
Ofgem requires fair and reasonable pricing for heat networks.
Right now, your heating and hot water are charged as a service charge. believe housing has to make sure that we calculate your bill fairly and explain it so you understand what is being paid for.
Later this year, you will receive a more detailed bill explaining:
- How your charges are worked out
- Information about your heat network
- Who to contact for help.
As your home has no individual meter for
heating or hot water, charges are based on the floor area and the number of homes on your network. believe housing pays the share for communal areas, and has also paid part of the remaining costs to keep bill increases low for the past few years.
If you are struggling to pay or are using a lot less heating or hot water to try and reduce your bill, please tell us. Support is available, including payment plans and help from Citizens Advice.
If you have a complaint or are unhappy with your heating, your hot water, or anything to do with your heat network:
- Contact believe housing first and use our complaints process.
- If you still need help, Citizens Advice can support on heat network issues. Contact them on 808 223 1133 or visit their website: www.citizensadvice.org.uk.
- If you feel your complaint is not fully resolved after eight weeks, you can contact the Energy Ombudsman on 0330 440 1624 for free, independent help.
You cand find more information on our complaints process at www.believehousing.co.uk/contact-us/complaints
We will:
- Keep you updated with any changes
- Share new information and links to Ofgem’s documents on our website
- Provide updates on how each heat network is performing
- Hold events so you can ask questions and give feedback.
If your needs change or you need extra support, please let us know and we can provide additional help.