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Good results of first survey of thousands of UK heat network consumers

Staff Writer |
The UK government has published the findings of the first survey of heat network consumers.

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It asked about their satisfaction with their heating system, price and transparency of billing, and customer service.

A heat network takes heat from a central source and delivers it to a number of buildings. There are around 17,000 heat networks in the UK, with some of the largest networks at the Queen Elizabeth Olympic Park in East London, Sheffield and Nottingham.

Expansion of the heat networks market is a key part of the government’s Clean Growth Strategy, but strong consumer protections are needed to ensure that customers can be confident in their heating supply as the market develops.

Our survey was carried out by independent researchers between April and July 2017 and received over 5,000 responses. The survey results suggested that, while there was significant variation in the prices paid by heat network consumers, on average they were likely to pay less than non-heat network consumers.

The survey also shows that while there are issues affecting the sector that need addressing, heat network consumers were just as satisfied overall with their heating systems as non-heat network consumers.

Consumers on Heat Trust registered schemes (the voluntary industry-led consumer protection scheme) in general received more comprehensive billing information, and service interruptions tended to be rectified quicker, in line with the Heat Trust’s service standards.


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