Scottish households and small businesses on heat networks will have access to dedicated advice and support for the first time from today.
The move marks the first steps towards wider regulation of the sector, due to come into effect in January 2026.
Customers on a heat network in Scotland who need information or support can contact national consumer advice agency Advice Direct Scotland (ADS).
Expert advisers from ADS will provide support and advice relating to a range of energy issues including billing, affordability and energy efficiency.
As part of the new arrangements consumers in vulnerable circumstances can be referred by ADS to the Extra Help Unit (EHU) at Citizens Advice Scotland for additional support.
Both organisations are being funded by Consumer Scotland – the new statutory advocacy body for heat network customers in Scotland – to carry out this work.
Consumer Scotland will conduct research into the issues and experiences of heat network users and use this evidence to promote improvements in the way heat networks operate.
The introduction of regulation by the UK Government is intended to ensure all heat network consumers are given a comparable level of protection to customers of gas and electricity in the regulated energy sector.
Consumers will have access to dispute resolution through the Energy Ombudsman. In addition, regulation by Ofgem, starting from January 2026, will help ensure heat networks comply with the new rules.
Chief Executive of Consumer Scotland Sam Ghibaldan said:
“This partnership between key consumer bodies in Scotland is a major step forward in improving outcomes and experiences for heat network customers.
“We want to ensure heat network customers in Scotland have access to safe, affordable, reliable low carbon heating and the introduction of consumer advocacy and advice into existing energy advice services will help ensure consumers are protected from harm, are well informed and have access to advice and help should they need it.
“As part of our role as the statutory advocate for heat network customers in Scotland we will seek improvements for consumers by monitoring the market and identifying and escalating consumer issues with government, industry and the regulator.”
Andrew Bartlett, chief executive of ADS, said:
"Heat networks are a vital part of the transition to a cleaner, better energy system offering a great potential resource all over the country and we fully support the growth of high-quality heat networks that deliver real benefits to consumers.
“We also commend this new partnership which will mean customers in Scotland will be a top priority. We are here to support customers to ensure that heat network users get the service they deserve.
“Whether you are experiencing issues with your heating system or simply want to understand more about how your heat network operates, we are here to help ensuring heat networks are a trusted solution for the future.”
Natasha Gilmour, Head of EHU at Citizens Advice Scotland, said:
“We have helped hundreds of thousands of people in vulnerable circumstances resolve difficulties with their energy suppliers over the past decade.
“We stand up for the rights of people and small businesses experiencing very complex energy issues, always striving for the best outcomes for all. Our team is a lifeline for people who need support in difficult situations including those at risk of disconnection.
“Collaborating with other organisations that also want to improve the UK’s energy markets is hugely positive and we look forward to using this new area of advice to help us further develop our expertise and continue to advocate for positive outcomes.”
UK Government Minister for Energy Consumers Miatta Fahnbulleh said:
“We are determined to make sure that heat network customers pay fairer prices for the energy they use, with rapid support and compensation if things go wrong.
“These new advice and redress services are an important first step towards making sure people on heat networks get the protections they rightfully deserve.”
Heat networks supply heat from a central source to households and businesses and can cover large areas such as towns or cities or can be local, supplying individual blocks or smaller groups of buildings such as housing estates.
Importantly, this avoids the need for individual boilers or electric heaters in every dwelling helping to reduce emissions and achieve net zero targets.
There are around 30,000 homes and 3,000 non-domestic premises connected to heat networks in Scotland. This is roughly over 1,000 individual heat networks.
Background
From April 1st heat network consumers will be able to access direct support through Advice Direct Scotland either via energyadvice.scot or through the helpline 0808 196 8660. The service already provides consumers with support and advice related to energy issues including billing, affordability and energy efficiency.
Consumers can receive advice and information if they have an energy enquiry relating to their supplier, want support to understand their energy supplier’s complaints process or are experiencing any problems with their energy bills.
The Extra Help Unit (EHU) at Citizens Advice Scotland is a team of expert caseworkers set up to help consumers experiencing difficulties with their energy supplier. They will provide specific support for people in vulnerable circumstances who are referred to them by ADS.
Heat networks are expected to play a major role in decarbonising Scotland’s buildings. Both UK and Scottish governments support the growth and development of heat networks to provide consumers with safe, affordable, reliable low carbon heating. The Scottish Government estimates that heat networks could eventually grow to supply around one third of Scotland’s overall heat demand.
Providing consumers with comprehensive advice and support when things go wrong will help deliver a safer rollout of heat networks across Scotland over the coming years.