The Energy Ombudsman for heat networks
Since 1 April 2025, the Energy Ombudsman has handled disputes between heat network customers and their suppliers. Here's what it means for the organisation that runs your block's heating.
Last checked against official sources: 5 October 2026
Membership
The Energy Ombudsman says that, from 27 January 2026, all heat networks are regulated by Ofgem and must register as members of its scheme. Make joining part of your registration plans, and keep the membership in place.
When residents can go to the Ombudsman
Residents must contact their heat supplier first. The supplier then has 8 weeks to resolve the complaint. The resident can take it to the Energy Ombudsman once 8 weeks have passed, or sooner if the supplier sends a deadlock letter saying they can't reach agreement.
The Energy Ombudsman says residents must escalate a dispute within 12 months of receiving a deadlock letter. Its service is free for consumers. Microbusiness customers can use it too.
The Energy Ombudsman can only consider heat network disputes where the customer became aware of the problem on or after 1 April 2025.
Deadlock letters
A deadlock letter is your final written position on a complaint you can't resolve. It lets the resident go to the Energy Ombudsman without waiting for the 8 weeks to pass. A clear deadlock letter should explain what you found, what you have done or offered, that this is your final position, the resident's right to go to the Energy Ombudsman, and the 12-month time limit.
What the Ombudsman can and can't look at
The Energy Ombudsman lists billing and payments, customer service, installation and delays, and loss of service among the heat network disputes it handles.
It says it can't review switching suppliers, billing and payments relating to standing charges or a capital replacement fund charge, or billing and payments relating to energy performance.
Where the Energy Ombudsman reaches a decision and the resident accepts it, the Energy Ombudsman says the supplier must carry it out within 28 days.
Service charges
Where heat is paid for through the service charge, Ofgem says the First-tier Tribunal remains the main route for leaseholders' service charge disputes, alongside free advice from Citizens Advice and LEASE.
Questions
- Is joining the Energy Ombudsman scheme optional?
- The Energy Ombudsman says all regulated heat networks must register as members of its scheme.
- Does the Ombudsman's decision bind us?
- If the resident accepts the Energy Ombudsman's decision, it says the supplier must carry it out within 28 days.
- Can a resident complain to the Ombudsman about the standing charge?
- The Energy Ombudsman says it can't review billing and payments relating to standing charges or a capital replacement fund charge.
Sources
Related guides
Heat network complaints procedure: what Ofgem requires
What Ofgem requires of a heat network complaints procedure: what to include, telling residents every year, keeping records and the 8-week Ombudsman route.
Heat network back-billing and service charges
How Ofgem's 12-month back-billing limit works with section 20B's 18-month rule for service charges, and where leaseholders take disputes.
Ofgem heat network regulation: what it means for leasehold blocks
What Ofgem heat network regulation means for blocks of flats with communal heating: who is responsible, what applies now and the 2027 deadline.