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CMA heat network regulation proposals “a victory” for consumers, says Citizens Advice

10 May 2018

Citizens Advice has welcomed the Competition and Markets Authority (CMA) announcement recommending that heat networks be regulated.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Today’s announcement is a victory for the hundreds of thousands of heat network customers who have no choice but to put up with a lack of basic consumer protections. The regulation of heat networks is essential to ensuring that the poor practice of today doesn’t become the standard practice of tomorrow.

“People have a right to expect reliable, affordable and accessible heating. The failure to regulate heat networks means that too many people suffer with high bills and poor customer service.

“With the proportion of households served by district networks and community heating expected to reach 20% by 2030, we need a regulatory regime that is fit for purpose. That means transparency over billing and price, the same level of consumer protections as other energy customers, and measures to remove the enormous price differences experienced by some heat network customers.”

Notes to editors

  1. Citizens Advice has a statutory role as the consumer advocate for energy consumers across the UK.
  2. 20% of households expected to be served by district networks and community heating by 2030 (source: Competition and Markets Authority)
  3. 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.
  4. 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.
  5. To get advice online or find your local Citizens Advice in England and Wales, visit
  6. 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.
  7. 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.
  8. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.