This follows the introduction of advice and advocacy services for heat network consumers which began in April 2025.
Over time, consumers should expect a more consistent standard of service across the sector. They will also have a clear route to hold operators and suppliers accountable if their heat network fails to meet these standards.
Ofgem said it expects suppliers and operators to treat all their customers fairly, especially those in vulnerable circumstances. This includes ensuring fair treatment, transparent information, reliable service and fair prices, and from Spring 2026 suppliers and operators can register on a new digital service which Ofgem will use for regulatory engagement.
It also said it expects that some heat network operators and suppliers will face challenges in being fully compliant with all the new rules straight away given the diversity covering not only a wide range of operators and suppliers, but also in terms of scale, age and characteristics.
In preparation for regulation, Ofgem is encouraging all heat network suppliers and operators to join the Energy Ombudsman Heat Network Supplier scheme, saying this will make sure that unresolved disputes with consumers are handled without confusion or delay.
Anyone who would like to stay up to date about how Ofgem will be working with heat networks, including supporting activities we will be running, can join its distribution list by emailing heatnetworksregulation@ofgem.gov.uk.
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