System Critical: No margin for error in new heat network rules
System Critical: No margin for error in new heat network rules 3.82 MB
We interviewed consumers living on heat network sites across Great Britain. We found that until recently, people felt good about their experiences with heat networks. However, the rising price of gas has exposed serious problems with the limited consumer protections that currently exist. In this environment, unfair practice has flourished.
People we interviewed experienced:
Significant price increases, unfair back bills and aggressive debt collection practices.
Inadequate customer service that leaves many problems unsolved.
In the most serious cases, households in vulnerable circumstances faced disconnection and threats of eviction due to their energy debts.
The next six months are critical for heat network consumers. To prepare the sector and prevent the most serious harm this winter, Ofgem must send a clear message. The regulator must outline the standards expected from day one - and how it will take action on firms that put consumers at risk. Heat networks must act now to improve systems and processes - to tackle the worst of the behaviour uncovered through our research. Ofgem and the Government must also set an ambitious roadmap for providers, ensuring all of their consumers benefit from an affordable and reliable experience. This report is based on findings from research commissioned by Citizens Advice and carried out by The Social Agency. Read the findings in full here. 2.1 MB