How Heat Network Providers Can Raise Standards With The Heat Trust



Community and district heating specialist Switch2 Energy has published a free guide to help heat network providers to meet the best practice standards of the Heat Trust.

The eGuide, titled‘A Heat Supply You Can Trust’ is available free to download. It explains how heat suppliers can raise quality and customer service standards to gain membership of the Heat Trust and comply with its voluntary code of practice.

Switch2 is a founding member of Heat Trust, which was launched in 2015 to put in place a common standard in the quality and level of customer service from heat energy suppliers. The eGuide explores the main principles of the Heat Trust and its rules and how they relate to planning, implementing and maintaining heat networks.

“With a huge jump in the number of homes that will be supplied by heat networks over the coming years,  there’s an urgency for better community heating standards,” said Kirsty Lambert, Director of Switch2.  “Our guide explains how heat network developers and landlords can engage with and comply with the Heat Trust to improve industry performance and deliver successful heat schemes that put the customer at the heart of project design and operation.”

Heat Trust is the first customer protection scheme for the district heating sector, set up in close consultation with the industry. Heat suppliers signing up as members are required to guarantee minimum performance standards in the quality and level of customer service they provide and offer access to the approved dispute resolution process.

Heat suppliers are also required to provide developers with a set of guidelines to inform and influence the way the heating scheme is planned, implemented and maintained.

Although membership of Heat Trust is voluntary, the scheme is supported by government and consumer groups and recognised as the way forward for industry self regulation in the district and community heating sector.

The eGuide sets out the steps heat providers should follow to comply with the Heat Trust’s code of practice, including fulfilling obligations to the customer, meeting performance guarantees, dispute resolution, developing detailed maintenance and emergency plans for smooth operation, and ensuring best practice and legal compliance in metering and billing.


Download the Heat Trust Guide