Key Players

This section clarifies every stakeholder's role - from developer to resident - and where the property manager's responsibilities begin and end.

Before we step into Grace's journey, let's take a look at the people and roles involved in running a heat network.

A heat network isn't just pipes and boilers - it's a web of responsibilities. And when things go wrong, it's not always obvious who is accountable.

Grace's Spotlight

Grace is at the centre of this web. She isn't the engineer or the designer. But she's the one who has to:

Keep residents informed and reassured
Make sure billing is fair and accurate
Coordinate suppliers and contractors
Hold responsibility when Ofgem regulation comes knocking

Developer

Oversees design, construction, and commissioning. Once the scheme is sold or handed over, they usually step away.

Heat Supplier

Legally responsible for the heat network. On privately owned Heat Networks, this is often the developer at first, later a freeholder or RMC.

Billing Agent

Appointed by the supplier or managing agent to handle metering, billing and debt recovery in line with regulations.

Maintenance Provider

Keeps the equipment running (boilers, pumps, HIUs), working under the supplier or managing agent.

Leaseholder

Legally responsible for paying for the heat to the property they own – usually via the terms of their lease agreement. Can be a Housing Association or BTR landlord.

Sub-tenant

Lives in the property and consumes the heat, but has no legal stake, unless a separate heat supply agreement states otherwise.

Managing Agent (Grace)

Oversees the whole operation on behalf of the heat supplier, administers the service charge, and is the person residents turn to when problems arise.

Your Role and Responsibilities

Less About Paperwork.

More About People Work.

An Opinion Piece – by Kat Baker

What is compliance really about? Is it a tick box exercise? Does it just mean more work for you? Or is there more to it?

We talk a lot about compliance and readiness - and additional hoops to jump through, but have you considered what's behind it all?

Don't get me wrong, heat network compliance isn't going to keep your residents safe in a fire, but that key phrase still stands, "your residents". People are at the heart of property management, before compliance, regulations and the daily grind, there are your residents. Homeowners, tenants and key stakeholders, all entitled to somewhere safe to live.

It can be easy to become frustrated with compliance requirements, but they are there to protect people. In heat networks, this is particularly poignant, with more and more headlines about heat network customers being ripped off, unfairly penalised and left behind, now is the time to consider the why. Heat consumers deserve to be treated fairly, have transparency and support from their heat suppliers and billing agents.

We might go on about it a lot, but it's because we are passionate about people. We want to deliver a service that we know we could rely on, and our teams here are excited to see what the new regulations will bring and deliver on a new era of heat network regulation.

There are many parties and moving parts, but ultimately the property manager is left to manage the overall heat network operation.

Developers may vanish after handover, responsibilities shift, and residents bear the costs. The managing agent has to hold it all together and keep the heat supplier on the right side of the law

Kat Baker

Business Operations Manager,
Data Energy