Heat Trust is an independent body providing consumer protection services to customers connected to heat networks in Great Britain. Vattenfall has voluntarily registered its heat networks with Heat Trust, committing to providing customers with high standards of service which will be held to account with regular monitoring and audits. Heat network suppliers such as Vattenfall, must demonstrate robust customer service policy and operations to be awarded their Heat Trust registration.

Midlothian Energy Limited is a joint venture between Midlothian Council and Vattenfall Heat UK that was launched in 2020 to deliver low carbon energy projects across the area. Vattenfall’s Brent Cross Town heat network has also been registered with the Heat Trust.

To meet the UK Government’s net zero by 2050 target, the Climate Change Committee has highlighted that the number of homes connected to a heat network needs to increase from 3% to 20% by 2050. Given this rapid level of deployment, it is important to ensure that customers have crucial protections in place from the get-go, setting a positive precedent for the industry.

Heat Trust’s consumer protection scheme ensures that consumers benefit from heating systems fit for the future by applying strict customer service standards to heat suppliers, similar to those for gas and electricity suppliers. Heat network consumers will also benefit from access to an independent dispute resolution service through the Energy Ombudsman. Heat Trust works with heat suppliers to promote best practice, innovation and continuous improvement in customer service.

Providing customers with expert customer care is a top priority at Vattenfall and the only way to create long-term success for heat networks is to place consumers at the forefront. Satisfied consumers are the fuel for future growth.

Bindi Patel, head of customer experience and communications at Vattenfall Heat UK, said: “Having been part of the team that founded and set up Heat Trust, I am delighted that Vattenfall is now a Registered Participant. Heat networks are crucial to delivering a net zero future and ensuring customers are placed are the heart of this transition has always been close to my heart.

“Our customers are our key priority. Registration with Heat Trust gives our customers confidence and assurance that they will be provided a high quality, reliable service, underpinned by guaranteed standards of service and independent redress, from day one.”

Sarah Diver, customer experience manager at Vattenfall Heat UK, added: “As a former Heat Trust Committee member, it is so exciting to see just how many projects are now registered. Heat networks are here for the long term and the sector and Vattenfall need happy, protected and informed customers in order to thrive.

“We must get this right from the get-go, whilst we are still in the early days of deployment.”

Stephen Knight, managing director at Heat Trust, said: ”We’re delighted that Vattenfall has chosen to register these two sites with Heat Trust and committed to protecting its heat customers by complying with our Scheme Rules. More and more heat suppliers are choosing to register to provide reassurance to their customers and to ensure that their heat supply arrangements are ready for forthcoming regulation under Ofgem.

“Heat networks are going to be increasingly central to how we heat our homes in the future, and it is vital that consumers have confidence that they can expect a good experience.”