The article discusses the issue of heat networks, which supply heat from a central source via a network of insulated pipes carrying hot water. The suppliers are usually the landlord or freeholder, who buys energy on the commercial market for residents. However, some customers have faced unfair price hikes and poor service, leading to disputes and complaints.
The Competition and Markets Authority had previously made the case for proper regulation of heat networks, and Ofgem has now taken charge of policing these networks. Ofgem's director of heat networks, Helena Charlton, says that many heat network customers already receive a good service, but too many people face unclear bills, poor communication or uncertainty about what to do when things go wrong.
Some new protections took effect in 2025, including the Energy Ombudsman starting to accept disputes relating to heat networks and a new advice service launched by Consumer Scotland and Citizens Advice in England and Wales. Stephen Knight, of Heat Trust, says that regulation is "long overdue" and that there is an increasing number of people on heat networks who need proper protection.
The article also mentions the case of Rendall & Rittner, a housing developer that was found to have retrospectively increased the price it charged its customers for heat services. The tribunal ruled that the money was "irrecoverable as service charges under the respective leases", and that 20% of Rendall & Rittner's fees for the 15-month period when the debt arose were disallowed.
The article concludes by highlighting the need for proper regulation of heat networks to ensure that customers can understand their bills, that prices are fair, and that they can rely on their heat supply.
The Competition and Markets Authority had previously made the case for proper regulation of heat networks, and Ofgem has now taken charge of policing these networks. Ofgem's director of heat networks, Helena Charlton, says that many heat network customers already receive a good service, but too many people face unclear bills, poor communication or uncertainty about what to do when things go wrong.
Some new protections took effect in 2025, including the Energy Ombudsman starting to accept disputes relating to heat networks and a new advice service launched by Consumer Scotland and Citizens Advice in England and Wales. Stephen Knight, of Heat Trust, says that regulation is "long overdue" and that there is an increasing number of people on heat networks who need proper protection.
The article also mentions the case of Rendall & Rittner, a housing developer that was found to have retrospectively increased the price it charged its customers for heat services. The tribunal ruled that the money was "irrecoverable as service charges under the respective leases", and that 20% of Rendall & Rittner's fees for the 15-month period when the debt arose were disallowed.
The article concludes by highlighting the need for proper regulation of heat networks to ensure that customers can understand their bills, that prices are fair, and that they can rely on their heat supply.
I mean, it's about time someone took a look at these heat network suppliers. I'm all for innovation and stuff, but if you're gonna charge people for something as essential as heat, you gotta make sure they're not just taking advantage of 'em. These price hikes and poor service are just unacceptable. 
The fact that it's taken the Ofgem to step in is a bit late, imo. I hope these new protections actually help people who are struggling. We need to make sure everyone knows what they're getting into when it comes to heat networks. 
It's not just about the Rendall & Rittner case, but about all the others who might be facing similar issues...
. Like, I get it, there needs to be some sort of regulation in place, but come on! The fact that people have been paying these unfair price hikes and getting subpar service is just not right. And now, finally, Ofgem has stepped in, which is a step in the right direction 
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... it's just not right! The fact that some customers are having to deal with unclear bills & uncertainty about what to do when things go wrong is just unacceptable 
. I think it's awesome that Ofgem is taking charge now & introducing new protections like the Energy Ombudsman & a new advice service 
. Poor Rendall & Rittner got a pretty nasty fine too, 20% of those fees were disallowed! That's not cool 
. Can't wait to see how things improve for everyone on heat networks 
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The new protections introduced are a step in the right direction, but we still need to see more action taken by the regulator. I'd love to see clearer guidelines on what customers can expect from their heat network suppliers - it's not rocket science, right? 
And what about those who've been ripped off like Rendall & Rittner? That's just unfair! 
. And the communication? Forget about it, it's always unclear or they just ignore you. I'm so glad that Ofgem is stepping in now to regulate these things and protect consumers 
. We need proper regulation so everyone can rely on their heat supply and not get taken advantage of 
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. And it's just weird that companies like Rendall & Rittner thought they could just go back and change the rates without notice 
. I mean, what even is that? It's not right 
. Anyway, I hope Ofgem can do its job and make sure customers have a fair deal on their heat services 
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. Unfair price hikes & poor service ain't cool 
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! They just said it was because of "commercial fluctuations" but didn't even explain what that means 
It's crazy how some people just exploit their customers like that.
️. I think we need more understanding and less finger-pointing here 
. We should be focusing on how to make these systems better for everyone, not just blaming the suppliers 
but seriously, its great that theres a move towards regulation... maybe it'll lead to better services & more transparency in the whole heat network thing 
I know some of them do a good job but it's all about the ones that don't, you feel? and now they're introducing new protections but like why should we have to fight for our rights in the first place? 
my friend's neighbor was one of those customers who got hit with a price hike and she was totally stressed out, poor thing 
