Energy Ombudsman set to resolve Heat Network customer complaints

Heat Networks must register with the Energy Ombudsman (EO) who is mandated to run the Alternative Dispute Resolution (ADR) scheme dealing with customer complaints. This registration is expected to be automatic from 2025 when Heat Network regulations come into effect. Until then, there are two ways to get onto the scheme. Firstly, following a customer complaint relating to pass-through of government discounts under the EBRS or EBDS, the heat network supplier will be contacted by the EO and added to the scheme.  Alternatively, heat network suppliers may sign up voluntarily.

Voluntary Registration to the ADR scheme demonstrates:

• Commitment to doing what is right for customers;
• Resilience enabling speedy resolution of complaints;
• Active preparation for future regulations.

Early entry onto the ADR scheme is fully funded by the government. Any heat network which fails to engage with the Energy Ombudsman is subject to enforcement action, including fines of up to £5,000. Application is via an online system and complaints will be managed online via a portal.