Protecting consumers using heat networks is a priority for housing providers’ new regulator, Ofgem, which is why the customer complaints process has now changed.
The changes to how heat network complaints are handled, means to best protect themselves and their customers, housing providers must update their process and ensure they are proactive and compliant with new regulations. These new requirements form part of the far-reaching transformation the heat network regulatory landscape is currently going through.
From April 2025, all unresolved heat network complaints now fall under the Energy Ombudsman, supported by Citizens Advice as the statutory consumer advocate. From January 2026, operators must also report complaints to Ofgem, the new heat network regulator.
That means one thing: if you haven’t reviewed your complaints processes or completed your Energy Ombudsman registration yet, now is the moment to do so.
At Chirpy Heat, we’re already helping organisations get ahead – so here’s why this matters, what’s changed, and how we can support you.
With heat network complaints now falling under a new regulator, a new Ombudsman, and a new set of required timescales, the housing sector can no longer rely on traditional housing complaints processes.
Our review service provides a full assessment of your current customer complaints procedures, mapped directly against Ofgem’s new regulatory requirements.
We evaluate every stage of your process, including:
You’ll receive a clear, practical improvement plan identifying gaps, areas of non compliance, and specific recommendations to transition confidently into your new role as a regulated heat network operator.
Chirpy Heat brings a unique blend of heat network expertise and housing sector experience, enabling us to bridge the gap between old and new requirements.
Energy Ombudsman Regulatory Director, Jon Lenton, recently explained in the Heat Networks With Chirpy Heat podcast the ombudsman will be taking those regulatory standards into consideration when deciding whether a consumer has been treated fairly or not.
Registration is now live, it’s required for funding, and doing so reduces risk and potential costs. Our support package helps you complete the process accurately and efficiently.
We help you:
Jon Lenton commented on why the experience for the customer, and the heat network, is better when the heat network is registered:
“If we receive a complaint from a registered heat network, things work really smoothly. We have a system in place that allows everybody, both the consumer and the heat network, to manage the complaint online.
“The complaint will progress really quickly and we will hopefully finish our investigation in a few weeks as a maximum.”
In contrast, Jon said with an unregistered heat network, there is a risk the complaint can drag on as the Energy Ombudsman first needs to identify the heat network, register it and find the right person to speak. Only then can they give the heat network a fair chance to respond to the complaint.
Here are some more reasons heat networks which have not yet signed up should do so now:
If you’re registered, and you resolve a complaint within two weeks of it being referred to the Ombudsman, you’ll pay a significantly lower complaint handling fee.
The Energy Ombudsman can progress a complaint whether you’re registered or not – but if you’re not signed up, their decisions tend to favour the customer.
The Ombudsman will now inform Ofgem of non registered providers that receive complaints, which could result in increased scrutiny.
Registration is becoming a condition of access to key government support, including the Heat Network Efficiency Scheme.
Whether you need your complaints procedures brought up to scratch or you simply want the reassurance of a smooth Ombudsman registration, our specialists are ready to support you.
Get in touch with the Chirpy Heat team today to discuss how we can help you meet your regulatory obligations with confidence: [email protected]
Listen to the full podcast here:
Join the Chirpy Heat Insight Group – your essential hub for staying informed, equipped, and connected on the road to heat network compliance. This free, exclusive community, brought to you by our heat networks consultancy, helps housing providers stay ahead in managing communal and district heating. Members gain access to the latest regulatory news, communal heating systems advice, practical tools for strategic planning, insights on decarbonising heat networks, and guidance from Chirpy Heat’s experts and peers. You’ll also benefit from priority access to webinars and events aimed at supporting and guiding housing providers in sustainable heating solutions. Sign up today and receive a free Chirpy Bird for your desk – don’t worry, it’s not a real bird, just a cheerful companion while you manage your heat networks stress-free!
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