From “We Didn’t Know What We Didn’t Know” to Regulation Ready, with Sarah Cole, Clarion Housing Group

From “We Didn’t Know What We Didn’t Know” to Regulation Ready, with Sarah Cole, Clarion Housing Group

What does it take to get one of the UK's largest heat network portfolios ready for regulation? In this episode of Heat Networks with Chirpy Heat, we are joined by Sarah Cole, Senior Operations Manager at Clarion Housing Group, to discuss Clarion's journey from limited visibility of its heat network portfolio to building a structured, organisation-wide approach to compliance and regulation readiness. Managing 160 heat networks serving around 8,000 customers, Clarion has spent the last few years developing its understanding of heat networks, improving data quality, strengthening customer arrangements and preparing for Ofgem regulation. Sarah shares the challenges, turning points and practical lessons that have helped shape that journey. From gaining senior leadership buy-in and carrying out compliance planning, to improving frontline processes, developing heat supply agreements and learning from peers across the sector, this episode is packed with valuable insights for housing providers at every stage of their own regulation readiness journey. As Sarah puts it: "The biggest issue was that we didn't know what we didn't know." In this episode 01:00 – Sarah introduces herself, her role and Clarion's heat network portfolio 02:10 – Why Clarion set up a dedicated heat metering and billing team in 2020 03:20 – The challenge of understanding heat network data and identifying compliance gaps 04:20 – Key turning points on the journey to regulation readiness 05:15 – Securing senior leadership buy-in and building organisational support 06:45 – Understanding data, customer arrangements and compliance requirements 07:35 – Why Clarion prioritised updating heat supply agreements early 09:30 – Building a successful partnership with Chirpy Heat 12:50 – Practical approaches to portfolio-wide compliance planning 14:00 – Lessons learned from Energy Bill Discount Scheme registration 16:30 – Regulation readiness reviews, compliance planning and data improvement 17:20 – Supporting frontline teams with better heat network visibility and processes 19:10 – Preparing for reporting requirements and improving data quality 20:35 – Balancing compliance, efficiency, decarbonisation and budget pressures 21:40 – Heat Network Efficiency Studies and using insights across the organisation 24:25 – Reflecting on the progress Clarion has made since 2020 26:25 – Sarah's top advice for housing providers preparing for regulation   🔗 Explore further Find more information about the episode in our latest blog. [https://chirpyheat.com/podcast-from-we-didnt-know-what-we-didnt-know-to-regulation-ready-with-clarion-housing-group/]   Ready to start your own regulation readiness journey? Whether you're just beginning to assess your heat network portfolio or looking to strengthen your compliance plans, Chirpy Heat can help. 📧 client.relationships@chirpyheat.com 📞 0203 8272 064 Subscribe to Heat Networks with Chirpy Heat for more practical guidance, expert insights and real-world experiences from housing providers navigating heat network regulation.

What it really takes to get Ofgem heat network registration right, with Chirpy Heat’s Sam Lawrenson

Ofgem heat network registration might sound like a simple compliance exercise, but as many housing providers are discovering, the reality is far more complex. In this episode of Heat Networks with Chirpy Heat, we’re joined by Sam Lawrenson to unpack what’s really involved in getting registration right. Drawing on hands-on experience supporting housing associations and local authorities, Sam shares the insights you won’t find in official guidance, covering the organisational, governance, and data challenges that can slow progress or create risk. Whether you’re just starting to think about registration or already gathering your data, this episode will help you understand where the real effort lies—and how to avoid common pitfalls.   🔍 What you’ll learn * Why Ofgem registration is more than just data submission * The hidden blockers that can delay progress early on * What SMRI requirements mean in practice * Why data confidence matters before submission * How to approach registration as a structured, organisation-wide process   ⏱️ Timestamps 00:00 – Introduction Overview of the podcast and today’s focus on Ofgem registration 01:15 – What is Ofgem heat network registration? Understanding the regulatory context and requirements 03:30 – Why registration is more complex than it seems Moving beyond the idea of a simple submission process 05:00 – Step 1: Identifying your regulatory contact Why this role is critical—and often a blocker 07:00 – Step 2 and 3: Organisation details and SMRI declaration Governance, senior responsibility, and “fit and proper” requirements 11:30 – Step 4: Data collection and validation Why data gaps are common and how to approach them 14:00 – Step 5: Deadlines and timelines Why starting early is essential 15:30 – How Chirpy Heat can help Overview of support services across the registration journey 21:30 – Common challenges and misconceptions Where housing providers typically get stuck 27:00 – Final thoughts and key takeaways What to focus on next   🔗 Explore further Find more information about the episode in our latest blog. [https://chirpyheat.com/podcast-what-it-really-takes-to-get-ofgem-heat-network-registration-right/]   📩 Need support? Chirpy Heat supports housing providers at every stage of Ofgem registration, from early planning through to submission. 👉 Register your interest [https://share-eu1.hsforms.com/2LOPsCxtnS7OkTdp6myrc_gfx75w?utm_source=Podcast&utm_medium=Episode+description&utm_id=ofgem+registration] in our Ofgem registration service to find out how we can help you get it right, first time. Or email: client.relationships@chirpyheat.com [client.relationships@chirpyheat.com]

Fair Pricing in Focus with Charlotte Witso, Head of Heat Networks Policy at Citizens Advice

In this episode of Heat Networks with Chirpy Heat, we’re joined by Charlotte Witso, Head of Heat Networks Policy at Citizens Advice, to explore one of the most important and evolving areas in the sector: fair pricing. With new consumer protection regulations now in force, this conversation is packed with practical insight for housing providers looking to ensure their tariffs, billing and communications are transparent, compliant and customer-focused.   💡 What we cover in this episode * What the new heat network regulations mean for fair pricing in practice * Why fairness isn’t a fixed number, but a principle of being “fair and not disproportionate” * The real challenges housing providers face balancing cost recovery with rising energy prices * How to improve customer trust through clear communication and transparency * The importance of working with Citizens Advice to support residents effectively * Why Charlotte hopes to see more prescriptive pricing rules in future * Lessons from Norway, and how good heat networks can be for customers when done well   🤝 Working with Citizens Advice Charlotte highlights the critical role Citizens Advice plays as the statutory consumer advocate and encourages housing providers to actively signpost residents: “We encourage all heat network providers to signpost to our services… it’s really important to have that impartial advice.” How to signpost: * Include Citizens Advice details on bills and customer communications * Direct residents to support when they have billing concerns or complaints * Ensure third-party billing providers also include this information 📞 Citizens Advice Consumer Helpline: 0808 223 1133 🌐 Website: http://citizensadvice.org.uk/heat-networks [http://citizensadvice.org.uk/heat-networks]   ⚖️ Why fair pricing matters As discussed in the episode, customers don’t need to understand every technical detail—they simply want to know: “What am I paying, and is it fair?” Failing to answer that clearly can lead to confusion, complaints and mistrust. Fair pricing, supported by clear communication, is key to building confidence in heat networks, especially as the sector grows.   🔍Correction note In this episode government targets for heat networks are discussed: The government’s aim is for heat provided by heat networks to increase from 3% to 20% by 2050. This will be a transition from 500,000 HN customers to 5 million.   📖 Related reading 👉 Read our blog: Unlocking Fair Pricing for Heat Networks [https://chirpyheat.com/unlocking-fair-pricing-for-heat-networks/] If you’d like support reviewing your tariffs, improving transparency or preparing for regulation, get in touch: 📩 client.relationships@chirpyheat.com [client.relationships@chirpyheat.com]

Heat Network Priorities for 2026–27: Preparing Now for Lasting Compliance, with Chirpy Heat's Millie Hurault

In this episode of Heat Networks with Chirpy Heat, we are joined by Millie Hurault, Client Relationships Consultant at Chirpy Heat, to explore how housing providers can get their heat network priorities right for the 2026–27 financial year. The conversation builds on Chirpy Heat’s recent free webinar on the same topic, where housing providers shared their experiences, concerns, and practical questions as heat network regulation continues to evolve. With Ofgem now formally regulating heat networks, the HNTAS technical standards consultation recently closed, and further consumer protection requirements expected soon, the sector is firmly in its preparation year. As Millie explains, January will come around far quicker than many expect, making now the time to get organised — not to scramble later.   🔍 Key themes discussed in this episode This episode focuses on the shift from seeing compliance as a single deadline to understanding it as ongoing business change. Millie shares insight into how day‑to‑day operations will evolve, particularly around: * Data reporting * Complaints handling * Customer communications * Internal processes and governance From October, housing providers will need to report around 40–50 new data metrics via the Ofgem portal, many of which have never been collected or reported in this way before. Rather than tackling everything at once, Millie emphasises the importance of understanding your starting point and breaking the task into manageable sections.   ✅ Millie’s key tips for 2026–27 priorities 1️⃣ Know your baseline Understand your current compliance position and heat network portfolio: * How many heat networks you operate * What metering is in place * Where gaps or unknowns exist 2️⃣ Get your data organised early Identify: * What information you already hold * What will require new processes or systems Especially important ahead of reporting opening in October. 3️⃣ Break compliance into themes Approach requirements separately by theme, such as: * Customer service * Complaints handling * Metering and billing * Technical and operational requirements Focus on getting the basics right first, then build towards best practice. 4️⃣ Prioritise clear customer communication * Use plain language * Avoid jargon and abbreviations * Consider FAQs to help residents understand what regulation means for them 5️⃣ Prepare early for registration Take time to understand Ofgem’s registration requirements, including: * SMRI (Significant Managerial Responsibility or Influence) * What data you’ll need * How to work with internal teams and external contractors   🛠️ Ofgem registration support from Chirpy Heat If all of this feels overwhelming, you’re not alone — and support is available. Chirpy Heat offers a tailored, end‑to‑end Ofgem Registration Service to help housing providers prepare with confidence, including: * ✅ Heat network registration training * ✅ SMRI identification and support * ✅ Heat network register and data gathering * ✅ Expert data validation and gap analysis * ✅ Managed upload and submission of data to Ofgem via the Chirpy Nest online registration platform Whether you need help with training, filling data gaps, or managing submission itself, Chirpy Heat can support you every step of the way. 👉 Read more about the Ofgem Registration Service [https://chirpyheat.com/simplifying-ofgem-heat-network-registration-with-chirpy-heat/] 👉 Register your interest now [https://fx75w.share-eu1.hsforms.com/2LOPsCxtnS7OkTdp6myrc_g?__hstc=267752273.957684f422b4a08248754d36e8999bdf.1772447028422.1777366998164.1777372043659.53&__hssc=267752273.12.1777372043659&__hsfp=cb7a2378de9b8abe2f25ae11e2b7fb1c&utm_source=Podcast&utm_medium=Shownotes+&utm_id=ofgem+registration]   If you have any immediate questions about the Ofgem Registration Service or additional details to share, feel free to email client.relationships@chirpyheat.com [client.relationships@chirpyheat.com] or call 0203 8272 064.

Chirpy Heat Director, Will Routh, Talks B Corp and Measuring Positive Impact

In this episode, Chirpy Heat Director and Co-Founder, Will Routh, talks about Chirpy Heat’s B Corp journey – and the opportunity it has provided for a sharpened focus on internal and external areas of positive impact. Will also talks about his experience running a portfolio of heat networks and in the social housing sector and how that fed into the creation of Chirpy Heat.