Unlike gas and electricity, the supply of heat (with the exception of metering and billing) is currently unregulated. This is set to change as the Government is currently consulting on a new heat market framework. Consumer protection is a key focus of the consultation. Whilst the Government consults and develops regulation they have strongly encouraged all heat suppliers to be proactive in preparing and have highlighted the work of the Heat Trust.
The Heat Trust is a voluntary, stakeholder-led consumer protection scheme developed specifically for the district and communal heating sector. Launched in November 2015, the Heat Trust has introduced a common standard for the quality and level of customer service provided to domestic and microbusiness consumers by their heat energy supplier. It also provides an independent dispute resolution service through an agreement with the Energy Ombudsman, the independent body for resolving consumer complaints.
The customer service and consumer protection standards set by Heat Trust are comparable to the quality and performance standards for the regulated utilities (gas and electricity) and promote best practice, innovation and continuous improvement in customer service.
To find out more about the Heat Trust visit their website www.HeatTrust.org
Recognising the importance of excellent customer service and consumer protection Watkins Energy have committed to registering all our heat networks with the Heat Trust.
Our Registered Sites:
  The Lane, Tottenham  Development overview: 144 new homes and commercial premises Developer: Fairview New Homes Technology in energy centre: CHP engine and gas boilers |
Synergy, Charlton  Development overview: 330 new homes and commercial premises Developer: Fairview New Homes Technology in energy centre: CHP engine and gas boilers |
 Eastside Quarter, Bexleyheath  Development overview: 518 new homes and commercial premises Developer: Bellway Technology in energy centre: CHP engine and gas boilers |
Beckton Parkside, Beckton  Development overview: 391 new homes Developer: Bellway Technology in energy centre: CHP engine and gas boilers |