The document summarizes key milestones and developments in the UK heat network industry since 2014. It outlines regulations and reports that have increased focus on the industry. It then summarizes Claire Perry's open letter to heat network operators, which recognizes the importance of heat networks and encourages operators to adopt Heat Trust customer service standards, in order to provide customers a service comparable to gas and electricity companies. Adopting these standards could help unify customer service approaches and prepare the industry for potential future regulation.

1. A B R I E F G U I D E T O
W H A T I T M E A N S F O R
T H E H E A T N E T W O R K
O P E R A T O R S A N D
O W N E R S
CLAIRE PERRY'S OPEN LETTER
TO HEAT NETWORK OPERATORS
switch2.co.uk

2. HEAT NETWORK KEY MILESTONES
switch2.co.uk

3. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
switch2.co.uk

4. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
switch2.co.uk

5. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
2015
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
CIBSE/ADECodeofPractice
(CP1) launched
IntroductiontotheHeatTrust
switch2.co.uk

6. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
2015
2016
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
CIBSE/ADECodeofPractice
(CP1) launched
IntroductiontotheHeatTrust
UKGovernmentfunds£320mto
supportdistrictheatingschemes
switch2.co.uk

7. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
2015
2016
2017
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
CIBSE/ADECodeofPractice
(CP1) launched
IntroductiontotheHeatTrust
BEISmarketreport
UKGovernmentfunds£320mto
supportdistrictheatingschemes
switch2.co.uk

8. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
2015
2016
2017
2018
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
CIBSE/ADECodeofPractice
(CP1) launched
IntroductiontotheHeatTrust
BEISmarketreport
CMAmarketstudy
findingsreleased
UKGovernmentfunds£320mto
supportdistrictheatingschemes
switch2.co.uk

9. HEAT NETWORK KEY MILESTONES
Since2014,focusontheheatnetworkindustryhasgainedmomentum.
2014
2015
2016
2017
2018
2019
Which?Report:
Turninguptheheat
Heatnetworkmeteringand
billingregulations2014
CIBSE/ADECodeofPractice
(CP1) launched
IntroductiontotheHeatTrust
BEISmarketreport
CMAmarketstudy
findingsreleased
Proposedpending
regulation
SAP10updatesand
BuildingLregulations
affectingheatnetworks
UKGovernmentfunds£320mto
supportdistrictheatingschemes
switch2.co.uk

10. THE LATEST ANNOUNCEMENT IS THE OPEN LETTER FROM
CLAIRE PERRY, MINISTER OF STATE FOR ENERGY AND CLEAN
GROWTH.
switch2.co.uk

11. THE LATEST ANNOUNCEMENT IS THE OPEN LETTER FROM
CLAIRE PERRY, MINISTER OF STATE FOR ENERGY AND CLEAN
GROWTH.
THE LETTER
RECOGNISES
THE
IMPORTANCE
OF HEAT
NETWORKS
switch2.co.uk

12. THE LATEST ANNOUNCEMENT IS THE OPEN LETTER FROM
CLAIRE PERRY, MINISTER OF STATE FOR ENERGY AND CLEAN
GROWTH.
THE LETTER
RECOGNISES
THE
IMPORTANCE
OF HEAT
NETWORKS
switch2.co.uk

13. WHY ARE HEAT NETWORKS IMPORTANT?
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14. WHY ARE HEAT NETWORKS IMPORTANT?
One centralboilerplantismoreefficientthanindividualboilers.
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Environment:

15. WHY ARE HEAT NETWORKS IMPORTANT?
One centralboilerplantismoreefficientthanindividualboilers.
switch2.co.uk
Communityheatingcancutthecoststohousingmanagement
andtheresident.
Environment:
Economic:

16. WHY ARE HEAT NETWORKS IMPORTANT?
One centralboilerplantismoreefficientthanindividualboilers.
switch2.co.uk
Communityheatingcancutthecoststohousingmanagement
andtheresident.
Addressesfuelpovertybyreducedenergybills.Affordablewarmthalso
reducescoldandcondensationrelatedillnesses.
Environment:
Economic:
Social:

17. PUTTING THE CUSTOMER FIRST
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18. PUTTING THE CUSTOMER FIRST
The letter highlights how more must be done to
make sure customers are treated fairly.
switch2.co.uk

19. PUTTING THE CUSTOMER FIRST
The letter highlights how more must be done to
make sure customers are treated fairly.
IT IDENTIFIES THE HEAT TRUST AS
A DRIVER FOR GOOD INDUSTRY
PRACTICE.
switch2.co.uk

20. switch2.co.uk
THE LETTER ENCOURAGES EXISTING HEAT
NETWORKS TO ADOPT THE HEAT TRUST
STANDARDS.

21. switch2.co.uk
THE LETTER ENCOURAGES EXISTING HEAT
NETWORKS TO ADOPT THE HEAT TRUST
STANDARDS.

22. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES

23. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES

24. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES
Support for
vulnerable consumers

25. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES
Support for
vulnerable consumers
Responding to faults
and emergencies

26. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES
Support for
vulnerable consumers
Responding to faults
and emergencies
Guaranteed service
payments for
interruptions in supply

27. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES
Support for
vulnerable consumers
Responding to faults
and emergencies
Guaranteed service
payments for
interruptions in supply
Transparency in
metering and billing

28. switch2.co.uk
PROVIDING A SERVICE COMPARABLE TO
GAS AND ELECTRICITY COMPANIES
Support for
vulnerable consumers
Responding to faults
and emergencies
Guaranteed service
payments for
interruptions in supply
Transparency in
metering and billing
Complaints handling,
including access to the
Energy Ombudsman

29. switch2.co.uk
KEY TAKEAWAYS:
HOW DOES THIS HELP THE INDUSTRY?

30. switch2.co.uk
KEY TAKEAWAYS:
HOW DOES THIS HELP THE INDUSTRY?
Unified approach to customer service standards

31. switch2.co.uk
KEY TAKEAWAYS:
HOW DOES THIS HELP THE INDUSTRY?
Unified approach to customer service standards
Helps the industry 'get in shape' before Regulation comes into play

32. switch2.co.uk
KEY TAKEAWAYS:
HOW DOES THIS HELP THE INDUSTRY?
Unified approach to customer service standards
Helps the industry 'get in shape' before Regulation comes into play
Gives better control to the customer with access to an
Ombudsman for dispute resolution

33. switch2.co.uk
KEY TAKEAWAYS:
HOW DOES THIS HELP THE INDUSTRY?
Unified approach to customer service standards
Helps the industry 'get in shape' before Regulation comes into play
Gives better control to the customer with access to an
Ombudsman for dispute resolution
Drive customer confidence in the market

34. switch2.co.uk
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