The Resident's Journey

Learn how Ofgem’s consumer protection framework changes the game for residents - and what PMs can do to deliver better service, fewer complaints and a greater level of trust

Understanding the Resident's Journey

As Ofgem’s framework develops, the focus is no longer just on plant rooms, metering and compliance paperwork. It’s also about the resident experience.

At its heart, it's designed to make heat networks fairer, clearer and more reliable for the people living on them every day.

That means:

Clearer bills
Better communication
Fairer pricing
Easier complaints processes
More accountability when things go wrong

Resident experience is now directly linked to compliance.

Even the most technically compliant, efficiently run heat network will fail in the eyes of residents if their experience isn’t a positive one. If residents don’t understand their bills, can’t get answers or feel left in the dark during issues, complaints will quickly follow. And under Ofgem, those complaints will carry far more weight.

That’s why communication, transparency and support matter just as much as operational performance.

Heat suppliers and operators should be asking:

Are bills easy to understand?
Do residents know where to go for help?
Are outages and issues communicated clearly?
Is customer service responsive and consistent?
Are vulnerable residents properly supported?

Because when residents feel informed and supported, everything runs more smoothly - complaints reduce, trust improves and compliance becomes far easier to manage.

What’s Changing for Residents

Under the new Ofgem framework, residents on heat networks will see changes that bring them closer to the experience of electricity and gas customers:

_^#1

Stronger rights to fair billing – bills based on actual consumption, issued at least quarterly, and provided transparently.

_^#2

Clearer tariffs – costs must be justified and explained, with fewer hidden charges.

_^#3

Suppliers must maintain a Priority Services Register (PSR) and provide additional support to vulnerable consumers. PSR consumers should also receive extra protection during outages, planned works and in debt or payment-difficulty scenarios.

_^#4

More protection against poor service – including guaranteed response times and escalation routes.

_^#5

The right to complain externally – if residents aren’t satisfied, they’ll be able to raise issues with an Ombudsman or Ofgem itself.

What This Means in Practice

_^#1

Transparent communication:

Explaining tariffs, efficiency projects and maintenance works in plain language reduces frustration and builds trust.

_^#2

Complaint handling process:

Establishing a clear internal process makes sure issues are resolved before they escalate to the Ombudsman.

_^#3

Resident engagement:

Proactive updates (such as newsletters or dashboards) help residents see value in the service rather than just the cost.

_^#4

Data-driven reassurance:

Sharing performance data with residents can demonstrate efficiency improvements and justify charges.

Effective, Transparent Communication is Key

Much of this communication will come via your metering and billing (M&B) partner, but it’s essential to choose one that truly values clarity and customer understanding.

Heat networks are complex systems, and most residents simply want reassurance that their heating works reliably, their bills are fair and their questions will be answered. That means:

Informative welcome packs with simple, visual explanations of how their system works.
Clear, well-designed bills that show exactly what residents are paying for.
Visual tariff breakdowns and easy-to-follow guides that explain why charges may change.
Consistent updates on maintenance, changes in contractors, or anything that could affect their home.

It’s about being proactive, not reactive - anticipating residents’ questions before they have to ask them.

Why It’s So Important

For property managers, communication isn’t just about good customer service - it’s a key part of operational success.

You’re already balancing endless priorities: deadlines, maintenance, budgets and contractors. When residents lack clear information, the PM often becomes the first point of frustration. And with resident associations and leaseholder groups becoming more active and organised, expectations are higher than ever. Residents now expect transparency, speed and empathy.

In short: get the communication right, and everything else becomes easier.

Ofgem’s regulation is designed to put the resident first. If your residents are satisfied - with fair bills, clear communication and reliable service - compliance becomes a by-product. If they’re unhappy, you’ll spend your time firefighting.

Rupert Mackay, Managing Director, DMG Delta

Checklist: Are you customer-ready?

☐ Clear resident billing and tariff explanation in place.

☐ Documented complaints process with escalation routes.

☐ Offer repayment plans to residents facing payment difficulties.

☐ Ensure back billing is limited to no more than 12 months.

☐ Communication templates for outages, works and updates.

☐ Ensure performance data is available and shareable.

☐ Regular feedback mechanism for residents.