Your heat network documents and records, in one place

1. Purpose

This record sets out whether the heating system at Harbour View Court is a relevant heat network under the Energy Act 2023 and the Heat Networks (Market Framework) (Great Britain) Regulations 2025, and who carries out the regulated activities of operation and supply.

2. The heating system

What it supplies: heating and hot water. Heat source: gas boilers. Capacity: 400 kW. Buildings supplied: 1. Homes supplied: 48. Other premises: 0. Converted building: no.

3. Our assessment

The system supplies heating or hot water to a single building divided into separate premises. We have assessed it as a communal heat network.

4. Roles

Operator: Harbour View Court RTM Company Ltd. Ofgem's registration guidance says operating a heat network means controlling the transfer of thermal energy on it, and that the operator is expected to have substantial control over key decisions about the network's long-term reliability, efficiency and compliance.

Supplier: Harbour View Court RTM Company Ltd. Ofgem's registration guidance says the supplier is responsible for the commercial arrangements with customers, including setting charges, issuing bills, providing customer service and handling complaints.

Harbour View Court RTM Company Ltd carries out both activities and will meet the obligations of both roles.

5. Review

We will review this record if the heating system, the building or our management arrangements change, and at least once a year.

Based on the Heat Networks (Market Framework) (Great Britain) Regulations 2025 and Ofgem's heat networks registration guidance (version 1.0, published 23 January 2026). This record is not legal advice.

Use this sheet to complete registration on Ofgem's digital service, "Comply with heat networks consumer protection regulations". Ofgem says existing heat networks must be registered by 26 January 2027. Ofgem says the regulatory contact should ideally be the most senior person with responsibility for the heat network's operations and regulatory compliance, and that the regulatory contact remains ultimately responsible for making sure the information submitted is accurate and complete. Before you submit, you declare that the information is correct to the best of your knowledge.

A. Regulatory contact

B. Organisation

C. Regulated activities

Operation: Yes. Supply: Yes. The operator registers first; the supplier is then invited to complete its part.

D. Financial resilience indicators

Ofgem asks for financial resilience indicators at registration. Its financial resilience guidance lists the data points below, which are also reported every year in the quarter after your financial year ends. Have them ready from your latest accounts. They are left blank for you to complete by hand.

E. Fit and proper declaration

People with significant managerial responsibility or influence: Alex Sample (Director); Sam Example (Director). Our fit and proper policy is in place: see document 9. Ofgem's SMRI declarations expire after 3 years.

F. The network

G. Customers

Domestic 48, non-domestic 0, of which small or micro businesses 0.

H. Consumer protection

I. Billing

Through the service charge · Metering: no individual meters

J. After you submit

Registration does not involve an assessment or approval. After you submit, Ofgem sends an email acknowledgement with a unique ID. Each heat network gets its own confirmation.

Note: Ofgem's form may ask for information in a different order or format. Use the help text in the digital service.

1. About this procedure

Harbour View Court RTM Company Ltd supplies heating and hot water to homes at Harbour View Court through a communal heating system. This procedure explains how to complain about our heating service, what we will do, and where you can get independent help. It covers the supply of heating and hot water, billing for heat, our customer service, and the way we handle complaints.

You don't need to use the word "complaint". If you tell us you're unhappy with our heating service and expect a response, we will treat it as a complaint and confirm that with you.

2. How to complain

Email: help@example.com · Phone: 01234 567890 · Post: Harbour View Court, 1 Quay Road, Exampletown

You can ask someone to complain for you, such as a family member, a carer or an advice organisation like Citizens Advice.

We don't accept complaints through social media. If you contact us that way, we will tell you how to make a complaint.

Tell us if you need this procedure in another format, such as large print.

3. What we will do

Step 1, acknowledge: Within 2 working days we will confirm that we have recorded your complaint, who is handling it and what happens next.

Step 2, investigate: We will look into what happened. If a contractor or billing agent was involved, we will get the information we need from them. We remain your point of contact throughout.

Step 3, respond: We aim to give you a full written response within 4 weeks, explaining what we found, what we will do and any remedy. If we can't meet this, we will tell you why and when to expect our response.

Step 4, escalate: If your complaint is not resolved within 8 weeks of when you first made it, or if we send you a letter saying we cannot agree (a deadlock letter), you can refer it to the Energy Ombudsman free of charge.

4. What we can do to put things right

Depending on the complaint, this may include an explanation and an apology, correcting a bill or account, action or repairs to fix the problem, changing how we do things, or a goodwill or compensation payment where appropriate. Not every remedy will be right for every complaint.

5. Complaints from several residents

If an issue affects several homes, residents can complain together through one nominated person. We will handle it in the same way and aim to give a fair resolution to everyone affected.

6. If you need extra help

Tell us if you need information in another format, or need us to deal with someone on your behalf. You can also ask to join our Priority Services Register.

7. Independent help and advice

Energy Ombudsman: free, independent dispute resolution for heat network customers. You can go to them once 8 weeks have passed since you first complained, or sooner if we send you a deadlock letter. You must contact them within 12 months of receiving a deadlock letter. www.energyombudsman.org · 0330 440 1624.

Citizens Advice: free, impartial advice about problems with your heat network. Consumer helpline 0808 223 1133. www.citizensadvice.org.uk

For leaseholders, about service charges: LEASE (the Leasehold Advisory Service) gives free initial advice, www.lease-advice.org. Disputes about whether service charges are reasonable can be decided by the First-tier Tribunal (Property Chamber).

If you pay for heat through your service charge, the First-tier Tribunal (Property Chamber) remains the main route for disputes about service charges.

8. Our records

We keep a written electronic record of every complaint, including when we received it, a summary, what we did and the outcome. We use it to put things right and to improve our service. We handle your information in line with data protection law.

9. Keeping you informed

We display this procedure, or details of where to find it, in the building and on our website if we have one. We also send it to every home at least once a year, by letter or email. You can ask us for a free copy at any time.

1. Why we have this register

Harbour View Court RTM Company Ltd keeps a Priority Services Register so that residents who may need extra help with their heating and hot water get it. Ofgem's rules require heat suppliers to identify occupants in vulnerable situations, offer to add them to a Priority Services Register, and provide priority services free of charge.

2. Who can join

Ofgem describes a consumer in a vulnerable situation as someone whose personal circumstances and characteristics make them significantly less able than a typical consumer to protect or represent their interests, or significantly more likely to suffer harm, or more serious harm. Anyone living at Harbour View Court can join if their circumstances make them less able to protect their interests, or more likely to be harmed by a problem with their heating or hot water. This can be for a short time or longer. Examples include living with a physical or mental health condition, a disability, having young children, being a carer, having difficulty reading or speaking English, being on a low income, a bereavement or other change in circumstances. Joining is voluntary.

3. Free services we offer

A nominated person who can deal with us and receive letters for you.

Information in a format that suits you, such as large print, braille, audio or a translation.

Priority support in an emergency or a long interruption to supply, including help to arrange temporary heating or hot water where needed and practicable.

Advance notice of planned interruptions in the way you prefer.

A password scheme, so you can check that anyone visiting on our behalf is genuine.

Help with meter readings where you have a heat meter and can't read it yourself.

We tell our heating contractor and any billing agent which homes need priority help, sharing only what they need to provide the service.

4. How to join

Fill in the resident form and return it to The Board at help@example.com or Harbour View Court, 1 Quay Road, Exampletown, or call 01234 567890. We may also ask whether you would like to join if we learn about your situation.

5. Looking after your information

We only record what we need to provide these services, with your consent. We keep the register securely and separately from general records, review it at least once a year, update it when you tell us your circumstances have changed, and remove your details when you ask or when they are no longer needed.

6. Promoting the register

We tell residents about the register in our resident information pack and our common parts notice, and when we learn someone may need extra help.

Last reviewed: 1 April 2026. Households on the register: kept in the register itself.

1. Purpose

This plan sets out how Harbour View Court RTM Company Ltd would hand over the operation and supply of heating at Harbour View Court to a successor if we stopped carrying them out, so residents' supply continues with as little disruption as possible.

2. Key people

Regulatory contact: Alex Sample, Director, help@example.com, 01234 567890.

3. Service providers

4. Where this plan and its records are kept

Shared company drive, with a printed copy held by the secretary

5. Keeping information up to date

We review the information in this plan every six months, and whenever there is a significant change.

6. Handing over information and customer data

By secure transfer of the shared drive folder and service charge records. We will share customer data with a successor only as needed to continue supply, in line with data protection law.

7. Key contracts

See the contracts section of our material asset register.

8. Fuel procurement

Fixed-price contract, current contract ends 30 September 2027

9. Billing

How residents are charged: through the service charge. How charges are worked out: Heating and hot water costs are shared between flats by floor area and recovered through the service charge. Billing frequency: twice a year. Payment methods: bank transfer or standing order. Where charges are part of the service charge, the successor will need the service charge accounts and budgets.

10. Priority Services Register

Our register is kept securely as set out in our Priority Services Register policy. Households on the register: 3.

11. Customers

Domestic customers: 48. Non-domestic customers: 0.

12. Payment methods, debts and balances

Payment methods in use: bank transfer or standing order. Method for producing a list of customers in debt for heat, the amounts owed and account balances: ____________

13. Key equipment

See the equipment section of our material asset register.

14. Insurance and reserves

Insurer: ____________. Reserve or sinking fund for the heating: yes. Money collected for maintenance, repair or replacement of the heating stays available for that purpose.

15. Review

We review this plan at least once a year and confirm to Ofgem that it is in place and up to date.

This register lists the equipment and contracts we use or need to run the heating at Harbour View Court and to meet our obligations. A successor would need it to carry on supplying heat.

How this register is compiled, audited, reviewed and kept up to date

We compiled it from site records, maintenance information and our contracts. We check it against site records at least once a year, and update it promptly after major capital work, or after any repair or replacement that significantly changes the information.

Table 1: Equipment

Table 2: Contracts

1. Who supplies your heating

Your heating and hot water are supplied by Harbour View Court RTM Company Ltd. Contact: The Board, help@example.com, 01234 567890, Harbour View Court, 1 Quay Road, Exampletown.

2. Who does what

Operator: Harbour View Court RTM Company Ltd · Supplier: Harbour View Court RTM Company Ltd · Maintenance: Example Heating Services · Billing: Harbour View Court RTM Company Ltd · Managing agent: ____________

3. Emergencies and problems, 24 hours a day

Example Heating Services: 0800 000 0000

4. Your supply terms

Your heating and hot water are supplied under your lease or tenancy and the service charge arrangements that go with it. This pack sets out key information about your heat supply. It does not change your lease.

5. How your charges work

Through the service charge. Heating and hot water costs are shared between flats by floor area and recovered through the service charge. Bills or service charge demands are issued twice a year. Payment methods: bank transfer or standing order. We will tell you about changes to charges and explain why.

6. Your heat use

Your home doesn't have its own heat meter, so heating costs are shared as described above.

7. You can't switch heat supplier

Your home is connected to a communal heating system, so you can't switch to a different heat supplier or tariff.

You can't disconnect from the communal system and install your own heating.

8. Where your heat comes from

Gas boilers. Ask us for information about how efficiently the system performs.

9. Complaints

Contact us first. If your complaint isn't resolved within 8 weeks, or we send you a deadlock letter, you can go to the Energy Ombudsman free of charge: www.energyombudsman.org, 0330 440 1624. Ask us for a free copy of our complaints procedure.

10. Free advice

Citizens Advice: 0808 223 1133, www.citizensadvice.org.uk. Leaseholders can get free initial advice about service charges from LEASE: www.lease-advice.org. Energy saving tips: Citizens Advice and the Energy Saving Trust, www.energysavingtrust.org.uk.

The First-tier Tribunal (Property Chamber) remains the main route for disputes about service charges.

11. Extra help

If you need extra help, ask to join our Priority Services Register. It's free.

12. Planned work

We will give you advance notice of planned interruptions to your heating or hot water.

13. Regulation

Ofgem regulates heat networks in Great Britain. Our Ofgem identification number: to be added after registration.

Your charges

Your heat charges for this period are shown on your bill or service charge demand. Heating and hot water costs are included in your service charge.

How they're worked out

Heating and hot water costs are shared between flats by floor area and recovered through the service charge.

Payment

The due date and amount are on your bill or demand. Payment methods: bank transfer or standing order.

Your consumption

Your home doesn't have its own heat meter, so heat costs are shared as described above.

Contacts

Complaints

Contact us first. If your complaint isn't resolved within 8 weeks, or we send you a deadlock letter, you can go to the Energy Ombudsman free of charge: www.energyombudsman.org, 0330 440 1624. Ask us for a free copy of our complaints procedure.

Free advice

Citizens Advice can give free, impartial advice about your heat network: 0808 223 1133, www.citizensadvice.org.uk. If you're in a vulnerable situation, Citizens Advice can refer you to its Extra Help Unit.

Help with costs

Tell us if you're struggling to pay. We can discuss a payment plan. Free help is also available from Citizens Advice and from fuel poverty charities such as National Energy Action, www.nea.org.uk.

Saving energy

See Citizens Advice's energy saving tips and the Energy Saving Trust, www.energysavingtrust.org.uk.

Your heat supply

Gas boilers. A communal heating system heats water centrally and pipes it to each home. Because your home is connected to it, you can't switch heat supplier or tariff.

Service charge rules

Under section 20B of the Landlord and Tenant Act 1985, if costs were incurred more than 18 months before you were sent a demand for them, you don't have to pay them, unless within those 18 months you were told in writing that the costs had been incurred and that you would be asked to contribute. The First-tier Tribunal (Property Chamber) remains the main route for disputes about service charges. LEASE gives free advice: www.lease-advice.org.

Ofgem identification number: to be added after registration.

1. Purpose

Ofgem's authorisation conditions say an authorised person must not appoint, or have in place, a person in a position of significant managerial responsibility or influence who is not a fit and proper person. This policy sets out how Harbour View Court RTM Company Ltd meets that requirement.

2. Who it covers

Our directors and officers, and anyone else with effective decision-making authority over the heating, such as a managing agent's lead manager or an adviser who makes key decisions. Current list: Alex Sample (Director); Sam Example (Director).

3. What we consider

Honesty, integrity and reputation; competence; and financial soundness. We consider factors such as whether a person has been disqualified as a company director, is an undischarged bankrupt or subject to a debt relief order, has unspent convictions for offences involving dishonesty, has been the subject of adverse findings by a regulator or court, or was responsible for a business that failed in circumstances suggesting misconduct. A factor does not automatically rule someone out; we consider each case fairly.

4. Checks

On appointment, and at least once a year, each person completes a declaration. We also check the Companies House disqualified directors register and the Insolvency Service's individual insolvency register. People must tell us promptly if their circumstances change.

5. Records

We keep signed declarations and check dates securely. We make an SMRI declaration to Ofgem at registration. Ofgem's SMRI declarations expire after 3 years, so we renew ours before then.