Citizens Advice Heat Networks Billing Best Practice Guide
Key information
Posted: 30th January 2026
Company Name: Citizens Advice
Contact Name: Deborah Toner
Contact Email: deborah.toner@citizensadvice.org.uk
Telephone:
Expires: 31st January 2030
Details
From 27 January 2026, the heat network sector transitions to a statutory regulatory framework overseen by Ofgem. Billing best practice, and effective support for consumers in financial difficulty is essential.
Moving from a virtually unregulated market to one with minimum standards and consumer protections will no doubt be challenging. As the statutory consumer advocate, Citizens Advice is publishing this guide to provide practical steps that heat networks can take to go beyond the minimum requirements set out in the new authorisation conditions. https://www.citizensadvice.org.uk/policy/publications/citizens-advice-heat-networks-billing-best-practice-guide/
Who it is for: All entities involved in heat delivery, including suppliers, operators, metering agents, and social landlords.
Why we developed it: This guide helps industry go beyond minimum compliance. Billing accounts for over 50% of our current heat network cases, and improving standards is essential for consumer trust and sector sustainability.
How it was developed: The guide is built on evidence-led insights from our Heat Network Advice Service and qualitative research into the experiences of consumers in financial difficulty.
What it covers: clear, timely and accessible bills; transparent pricing and usage information; protection from catch-up bills; and fair repayment plans and proactive debt management.
Categories
- Charity
- Consumer group
Heat Network Exchange Disclaimer
By using this catalogue, you should know that any commercial arrangements you make with suppliers are your own responsibility. The organisations involved in creating this tool bear no responsibility for the arrangements you make by using this tool. If you are unsure what this means or have any concerns, you will need to seek your own legal advice.
This catalogue aims to help organisations to find other organisations who may offer what they cannot source via their existing supplier networks.
No assurance of the suppliers has been carried out. You will need to complete your own assurances and due diligence checks before entering into commercial agreements at your own risk.