With heat network complaints now formally covered by the new regulatory framework, housing providers need to revisit and update their complaints processes. In our latest Heat Networks with Chirpy Heat podcast, we speak with Jon Lenton, Regulatory Director at the Energy ombudsman, about what this shift means – and why now is the moment to act.
Jon explains that this new system brings “a real opportunity to make things smoother for customers and for heat networks” simply by registering and working proactively with the ombudsman.
The strengthened regulatory environment means providers must rethink how they identify and handle complaints, particularly when it comes to timeliness, clear communication, and supporting vulnerable customers. As Jon puts it, “We’re now able to factor the regulation into our decisions… including clear billing, fair treatment and the support expected for vulnerable customers.”
He states the Energy Ombudsman’s purpose is not to punish providers but to resolve disputes fairly and help organisations adjust to the new regime.
Listen using the player or links below to hear the full conversation and understand what these changes mean for your organisation.
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