Heat Network Complaints and Compliance with Jon Lenton, Regulatory Director at the Energy Ombudsman

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.

Heat Network Complaints and Compliance with Jon Lenton, Regulatory Director at the Energy Ombudsman

In this episode, we’re joined by Jon Lenton, Regulatory Director at the Energy Ombudsman, to discuss the new dispute resolution regime for heat networks in social housing, which started on 1st April 2025. We explore what has changed for housing providers, why the changes were introduced, and the practical steps operators need to take to stay compliant. Jon shares insights on registering with the Energy Ombudsman, the benefits for both consumers and heat networks, and common challenges providers face in meeting new complaints, billing, and consumer protection requirements.

Heat Network Compliance – Where to Begin and How to Build Momentum

Chirpy Heat’s Director of Delivery, Josh Davis, explains how housing providers can begin their heat network compliance journey by breaking it into four stages: understanding and planning, reviewing portfolios and data, assessing policies and processes, and aligning tariffs with regulations. With new rules starting 27th January, the key message is to start early and build strong data foundations for Ofgem reporting in Spring 2026.