With Ofgem’s new heat network regulations now here, housing providers face a crucial task: ensuring the right customer-facing policies and procedures are in place before registering with the regulator. These documents are not just administrative requirements – they form the backbone of compliance, customer protection, and the ongoing reporting that heat networks must deliver.

Creation and implementation of policies for heat network customers is a crucial aspect of Ofgem regulations. It allows for the appropriate service to be provided, as well as allowing for the implementation of processes to gather data required for Ofgem reporting.

Under the draft registration guidance, suppliers must provide clear evidence of how they are supporting customers, particularly those who may be vulnerable. Ofgem is explicit: suppliers must establish and maintain a Priority Services Register (PSR), identify vulnerable customers, and report relevant data during registration and on an ongoing basis. This includes confirming:

• Whether the network supplies any vulnerable consumers
• The number of vulnerable consumers
• Whether a PSR or equivalent mechanism is in place and operational

Without formal policies, the systems that sit behind these requirements simply cannot function – and the risk of non‑compliance increases significantly.

Four Key Policies You Need – and How Chirpy Heat Can Help

To support providers through this regulatory shift, Chirpy Heat offers four essential policy documents designed to meet Ofgem expectations and give your teams clear, ready-to-use processes:

Heat Supply Agreement

Sets expectations between you and customers, covering service standards, billing, outages, and dispute resolution.

Vulnerable Customer Policy

Ensures fair treatment and appropriate support for customers with additional needs, aligning with Ofgem’s consumer protection requirements.

Priority Services Register (PSR)

Provides the structure for identifying and recording vulnerable customers – essential for both registration and ongoing reporting.

Debt Recovery Policy

Defines a fair, transparent and compliant approach to arrears, helping you support customers while meeting regulatory expectations.

We draft these documents, support internal sign‑off, and help you implement them effectively – including how to communicate them to residents and collect the data Ofgem requires.

Why Act Now?

The first Ofgem reporting period will need to be backdated to April 2026, meaning you must have compliant policies and data‑gathering processes in place as soon as possible. For many providers, this is also an excellent opportunity to use remaining year‑end budget to get ahead.

Failing to act now risks gaps in your baseline data and challenges meeting early reporting deadlines – both avoidable with the right preparation.

Why Chirpy Heat?

We’re already supporting providers across the UK to prepare for Ofgem regulation. Our team combines policy expertise, practical heat network experience, and an understanding of what housing providers need to feel confident and compliant.

And if you take up all four services, we offer a 10% discount.

If you’d like to discuss how we can support your policy development and prepare you for Ofgem registration, contact us at [email protected].