Most people in the UK get their heating from mains gas. They can switch suppliers if they aren’t getting a good deal and have protection if they are mis-sold a service, wrongly billed or their energy supply is interrupted. In contrast, district heating customers have no opportunity to switch suppliers or right to redress should the service fail to meet expectations.
Around 210,000 households across the UK are connected to district heat networks and the government believe this could rise to 8 million by 2030, representing around 14% of the UK’s total demand for heat. A Which? investigation in 2015 uncovered a significant number of consumers who were dissatisfied with their district heating scheme, with cost a widely held concern. Consumer dissatisfaction ranged from concerns that they may have been mis-sold district heating to confusion about what was included in their bills. Many consumers felt let down and frustrated by poor customer service and complaints handling procedures.
This paper sets out a number of recommendations to Government, including improved regulation of the market and fair pricing, to ensure that consumers with district heating are getting a fair deal.
See our full report: