Temperature rising on heat billing complaints

The majority of complaints made by heat network customers are related to billing issues. That’s according to customer protection scheme Heat Trust, which sets standards for the heat sector and […]

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By Jonny Bairstow

The majority of complaints made by heat network customers are related to billing issues.

That’s according to customer protection scheme Heat Trust, which sets standards for the heat sector and provides an independent dispute resolution service.

Heat suppliers received complaints from around 6% of households on Heat Trust registered schemes in 2016 – over roughly the same period, around 11% of all gas and electricity accounts made similar complaints to their respective ombudsman.

Around three quarters of heat network complaints related to issues around billing or back-billing and more than half of these dealt with standing charges.

Heat Trust suggests clearer communication and more transparency on charges is key to improving satisfaction.

Bindi Patel, Head of Scheme at Heat Trust, said: “Heat Trust plays a vital role in ensuring customers living on heat networks know the service standards they should expect from their heat supplier and can access independent redress when needed.

“All heat networks should meet and provide monitoring against the Heat Trust standards and this should be a condition of schemes in receipt of public funding.”