Changes to Billing, Debt & Consumer Protection

Consumer Protection

Ofgem’s regulation isn’t just about plant rooms and pipes - it reaches directly into how residents are billed and supported

We’ve summarised the main takeaway points, to give you a clearer direction for your next steps. The aims of the new regulations are fairly simple, and everything falls into three categories:

Billing

Clear rules on back billing
Transparent processes for tariff changes
Accurate final bills
Limits on paper billing fees

Debt

Standards on aged debt management
Conditions for suspensions
Clear support pathways
Use of PAYG meters

Consumer Protection

Priority Services Register
Guaranteed Standards of Performance (GSOPs)
Continuity planning for service failures

Register Your Heat Network

From 1 April 2025, all heat network suppliers must be registered with the Energy Ombudsman. This ensures residents have access to an independent dispute resolution service if complaints can’t be resolved directly. Registration isn’t optional - it’s a core part of compliance under Ofgem regulations and a key step in demonstrating transparency and accountability to customers.

What You’ll Need to Register

Registration is completed online via the Energy Ombudsman portal. You’ll need to provide company details, a list of heat network sites and contact information for your complaints and billing team. You’ll also need to upload your complaints-handling procedure and, if relevant, details of your Heat Trust membership. The process concludes with signing a Deed Poll, confirming your commitment to follow the Ombudsman’s decisions and standards.
Once approved, your organisation will be listed as a registered supplier. You must then make residents aware of their right to escalate unresolved complaints to the Ombudsman and include the relevant contact details in your communications. Registering early ensures you meet regulatory deadlines and demonstrates good governance, transparency, and customer care.

EO Registration - What Heat Suppliers Need to Know

What does this mean for heat networks?

Although Ofgem won’t take over formal regulation until January 2026, the Energy Ombudsman (EO) will begin reviewing customer complaints from April 2025.

Who can raise complaints?

The EO can only step in after a heat supplier’s internal complaints process has been exhausted. That said, many suppliers may not currently have a formal complaints process in place - something the EO and DESNZ are aware of. We’ve encouraged a “soft landing” approach for suppliers unfamiliar with the process or not yet covered by the Heat Trust.

What happens if a supplier doesn’t register?

Without registration, the Energy Ombudsman can’t assign cases to the right network - but it's now a legal requirement. Not registering could risk enforcement action down the line.

What will the Ombudsman review?

Billing disputes
Service or supply issues
Delays, missed appointments or poor communication
Unresolved complaints escalated beyond the supplier’s internal process

Will this involve costs?

Yes, similar to other schemes, the EO applies:

An annual membership fee
Case fees for each complaint they handle

What support is available?

You can access the Energy Ombudsman Supplier FAQs HERE.