Heat network complaints procedure: what Ofgem requires

What counts as a complaint

Ofgem's guidance defines a complaint broadly: an expression of dissatisfaction about the standard of service, actions or inaction, arising from the regulated activity, where a response is explicitly or implicitly expected. Residents don't need to use the word "complaint". Ofgem says you should confirm with the resident that you've recognised their concern as a complaint and explain the next steps.

What your procedure should cover

• Plain language, with more than one way to complain, such as by phone, in writing and online.
• The steps you take in response to a complaint, with an indicative timeline for each step. Ofgem says to be transparent when a complaint can't be resolved within your published timescales.
• How you handle a complaint made through a third party, such as a family member or an advice organisation.
• How you take account of residents in vulnerable situations.
• Details of the dispute resolution body, and when a resident should contact it. For heat networks, that is the Energy Ombudsman.
• Free, independent advice, such as Citizens Advice.

Telling residents about it

Ofgem says residents must be made aware of your complaints procedure at least once a year, and that it should be displayed or signposted prominently in each building and on your website if you have one. Ofgem's guidance mentions notice boards in communal areas and leaflets posted to residents as ways to do this.

The simplest way to cover everything is to keep it on the notice board, and send it to every home once a year by letter or email. Residents can also ask for a free copy.

Keeping records

Ofgem says you must keep a written, electronic record of complaint data, proportionate to the scale of your network, so that residents aren't disadvantaged by incomplete records. Keep the date received, a short summary, what you did, any letters sent and the outcome. Don't record health details or anything a resident has told you in confidence that you don't need.

Ofgem also recommends, but does not require, an annual complaints report. For example, the number of complaints not resolved by the end of the next working day.

The 8-week clock

Residents should come to you first. If a complaint isn't resolved within 8 weeks, or you send a deadlock letter saying you can't reach agreement, the resident can take it to the Energy Ombudsman free of charge. They must do so within 12 months of receiving a deadlock letter. See the Energy Ombudsman for heat networks.

Service charge blocks

Where heat is paid for through the service charge, Ofgem says the First-tier Tribunal remains the main route for leaseholders' service charge disputes. Your procedure should also signpost Citizens Advice and LEASE (the Leasehold Advisory Service). Social landlords should also signpost the Housing Ombudsman.

Questions

Do we have to respond to complaints 24 hours a day?

No. Ofgem says your enquiry service should be able to receive enquiries 24 hours a day, but you don't have to respond outside usual working hours. It makes sense to give residents a 24-hour number for emergencies such as a loss of heating.

Is a notice in the lobby enough?

Display the procedure in the building, and also make sure every resident is made aware of it at least once a year. Sending it to every home by letter or email is the safest way to do that.

Can we charge for a copy of the procedure?

Ofgem strongly encourages providing it free of charge. Some landlords covered by housing law may be able to charge an administration fee, but free is simplest.

Sources

• Ofgem: Heat networks regulation consumer protection guidance (January 2026)
• Ofgem: Heat networks registration guidance (January 2026)
• Energy Ombudsman: Heat networks

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