Citizens Advice
Citizens Advice is the official consumer advocacy body for heat networks. They offer free and impartial advice on billing, contracts, complaints and any other heat network issues.
Visit Citizens Advice for heat network guidance
Energy Ombudsman
If your complaint cannot be resolved through NHG’s complaints process, the Energy Ombudsman may be able to review your case once heat networks fall fully under the scheme.
Priority Services Register (PSR)
The Priority Services Register is available for customers who may need additional support due to personal circumstances or vulnerability.
The register is for residents who have been identified and have agreed to be added have asked to be added, because they may be less able to protect their interests or may be more likely to experience harm if their service is disrupted.
We follow the Ofgem definition of a customer in a vulnerable situation. This means anyone whose personal circumstances make them significantly less able than a typical customer to protect their interests, or more likely to experience harm.
Residents on the PSR may receive additional help such as tailored communication, support during outages or other services based on their needs.
If you think you may benefit from being added to the Priority Services Register, please contact your local officer to discuss your circumstances and register.