Heat networks will play an increasingly important role in Scotland’s transition to a low-carbon energy system. As the sector grows, it is essential consumers receive clear and reliable information about the services that impact them. Last month , new regulation came into force to strengthen protections for households and businesses on heat networks. This is an important step forward in improving the operation of heat networks and ensuring higher standards for consumers, but Consumer Scotland recognises regulation is designed for long-term change, and that this is just the beginning of the journey.
Key changes in upcoming regulations
Heat networks are critical to Scottish Government’s plans for the future energy system, and local authorities have developed detailed plans for where more low carbon heat networks could be developed. Despite their critical role in Scotland’s net zero planning, the heat network sector has remained largely unregulated when compared to the gas and electricity market in Great Britain.
New regulations for heat networks took effect from 27 January 2026. From this date, heat network suppliers and operators are required to comply with stronger rules designed to deliver a more consistent and transparent experience for consumers. The regulatory framework sets standards in several key areas including:
- Good customer service, including clearer routes for raising and resolving consumers’ concerns
- Improved reliability of energy supply, supported by stronger rules for heat network operators
- Transparent, easy to understand billing, giving customers clearer insight into what they are paying for and why
- Fair pricing, with measures intended to support more consistent and proportionate charges
These changes represent a significant shift for the sector that, until now, has operated without many of the protections available to customers of the regulated gas and electricity market. The new rules aim to provide greater clarity and confidence for current and future heat network users.
Advice services
Free and independent advice has been available to heat network customers since April 2025.
In Scotland, Advice Direct Scotland can help households and small businesses with questions about their heat network, concerns about their bills, or difficulties getting issues resolved by their operator. Customers who need additional support due to their circumstances or the complexity of their case may be referred to the Extra Help Unit at Citizens Advice Scotland.
Advice Direct Scotland can be reached through their live chat and website at energyadvice.scot or by telephone on 0808 196 8660.
Dispute resolution is also now available to consumers on heat networks through the Energy Ombudsman.
Next steps
The introduction of heat network regulation is a major milestone for the sector and a welcome development for consumers. The new rules, combined with strengthened advice and redress services, will help ensure that people using heat networks receive fair treatment and reliable service as Scotland progresses towards a low-carbon future.
As the statutory advocate for heat network consumers, Consumer Scotland will closely monitor heat network users’ experiences and escalate issues of concern to government, industry and the regulator to drive improvements across the sector.