New rules for heat networks came into effect from January 2026.
These changes 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:
Further information
To make sure you have all the information you need, we have brought together a few helpful links.
Your rights and protections
Ofgem’s new standards cover service quality, billing, transparency and pricing. Read more here:
Independent advice and support
For independent support, you can contact Citizens Advice or the Energy Ombudsman, who specialise in helping heat network customers.
Find out more on their websites:
Why heat networks are now regulated
These government regulations are designed to protect customers and keep prices fair. This overview sets out what they mean for households:
believe housing has welcomed four new participants to its Board Trainee Programme, which supports the development of future leaders.
Read in full
believe housing and Karbon Homes have worked together to unlock government funding, paving the way for 115 new social and affordable homes in the northeast of England.
Read in full
Managing household costs can be challenging, especially during the colder months. If you’re worried about heating bills or need help with your finances, there are several types of support available.
Read in full
Housing associations receive ratings from the Regulator of Social Housing based on how well they meet regulatory standards.
Read in full
