There are fewer complaints regarding heat networks and more heat providers are signing up to customer protection standards, according to the latest figures from Heat Trust.
Heat Trust is the consumer protection champion for the heat network sector – it sets consistent customer service standards for the sector, building on the standards set in the gas and electricity markets.
In its fifth annual report covering the year 2020, it found that complaints raised against scheme members fell once again to 3.8 complaints per 100 customers – down from 4.72 the previous year and 12.9 per 100 customers in 2018.
The figures are also lower than the regulated gas and electricity markets, which averaged 5.4 complaints for every 100 customers.
Heat Trust is a voluntary scheme but is continuing to expand each year. It aims to help the sector to prepare for forthcoming government regulation on customer service standards.
Heat Trust has developed a close working relationship with Ofgem and is helping the future regulator prepare for its role.
In 2020 the scheme provided protection to customers living in around 52,000 homes, up from 45,000 the previous year.
That figure is expected to grow over the next year as the scheme opens up to more councils and housing associations.
Heat Trust is calling on any heat network providers not offering protection to its customers to sign up to the scheme.
Up to five million homes could be reliant on the heat network infrastructure by 2050, a ten-fold increase from the estimated 500,000 homes currently on heat networks in the UK.
Heat Trust director, Stephen Knight (pictured), said: “It is important that the sector continues to address consumer protection issues now in order to build public confidence in the important technology it offers.
“Our figures show that when heat networks are registered with Heat Trust, consumers get a better experience. That should be at the heart of the sector’s growth plans.
“We know regulation is coming down the track so it is essential that heat network providers get prepared and have guaranteed service standards in place.
“Heat Trust is continuing to work with the Department of Business, Energy and Industrial Strategy and Ofgem on plans for regulation, and we will play an important role in making sure the sector is ready for this.”
Image: Komkrich Marom/Shutterstock
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