new heat network regulations

New rules for heat networks are coming in January 2026.

These changes will only affect a small number of our customers, and the information below applies only to those homes.
If your home is affected, we will contact you directly with more information.

What is a heat network?

A heat network is a system that provides heating and hot water from one main source to multiple homes.

Why are the rules changing?

Heat networks supply heating and hot water to many homes across the country, but they have not previously been regulated in the same way as gas or electricity.
From Tuesday 27 January 2026, Ofgem (the energy regulator) will become the official regulator for all heat networks.

These changes are being introduced to ensure customers receive fairer bills, better service, and stronger protections.

As some of our homes are on heat networks, we will be regulated by these new rules.

How we will support you

We are contacting customers whose homes are part of a heat network to explain what the new regulations mean for them.

If your home is affected, a believe housing Neighbourhood Officer will get in touch to arrange a visit. This visit will help us understand whether you need any extra support with your heating or hot water. All visits will take place during normal working hours.

We will continue to share updates as more information becomes available, and we will also hold customer events where you can learn more about the new regulations.

We are also updating any policies affected by these changes, and we will publish the updated versions on our website in due course.

Reporting a repair

We regularly check our heat network systems to make sure they are safe and working well.

If you need to report a repair, please call our Customer Hub on 0300 1311 999.

Complaints about heating or hot water

If you have a complaint about your heat network, heating, or hot water:

  1. Contact believe housing first on 0300 1311 999 to start our complaints process. You can also do this online at here
  2. If you still need help, Citizens Advice can give free, independent advice on heat network issues. Call 0808 223 1133 or visit the Citizens Advice website.
  3. If your complaint is still not resolved after eight weeks, you can contact the Energy Ombudsman on 0330 440 1624, by emailing enquiry@energyombudsman.org or in writing at Energy Ombudsman,
    P.O. Box 966, Warrington, WA4 9DF.