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Citizens Advice responds to CMA launching investigation into heat networks

7 December 2017

Citizens Advice today welcomed the Competition and Markets Authority (CMA) announcement that it is launching a market study into district heating networks.

Gillian Guy, chief executive of Citizens Advice, said:

“The CMA’s decision to investigate heat networks will shine a welcome spotlight on the unregulated firms heating thousands of people’s homes.

“Gaps in protections for the customers who rely on heat networks instead of gas in their homes mean they have no guarantees of being reconnected if their supply is interrupted or cut off. Customer service from district networks can be patchy because there are no agreed minimum standards and customers with a complaint can’t turn to an ombudsman when things go wrong.

“Heat networks have the potential to provide more customers with cheaper heating but this must not come at the expense of their consumer protections. It is important that the CMA’s investigation looks carefully at where formal regulation and complaints systems could help heat network customers.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.