In January 2026, Ofgem became the heat network regulator across the UK. This gives customers stronger protection and brings heat networks more in line with the rules that already exist for traditional gas and electricity supply.
What this means for you?
You now have a range of protections designed to make your service clearer, fairer and more consistent. These include:
- More transparent terms and conditions
- Billing and back billing protections
- Proactive debt support
- Greater protection for customers in vulnerable circumstances
These rules help ensure that heat network customers receive a fair and reliable service, and that any issues are handled properly and transparently.
NHG will be using Ofgem’s consumer protection guidance to inform our heat network strategy and to make sure we meet all regulatory requirements.
Please see Ofgem's consumer protection guidance for full details