Who supplies my heating and hot water?

Tenants at Muir House and Priest Croft Phase 1 receive heating and hot water through a communal heat network operated by Muircroft Housing Association.

A heat network supplies heat from a central energy system to multiple homes. Because all properties are connected to the same communal system, residents cannot choose an alternative heat supplier in the same way that gas or electricity customers can switch energy providers.

This means that Muircroft Housing Association is the sole supplier of heating and hot water to homes connected to these heat networks.

Why am I being told this?

Heat network regulations require suppliers to provide customers with clear information about the nature of their heat supply arrangements, including where heat is supplied through a monopoly network and residents cannot switch supplier.

We believe tenants should have clear, transparent information about how their heating and hot water services are provided and how charges are calculated.

Our Commitments to Tenants 

As your heat supplier, Muircroft is committed to:

• Providing a reliable supply of heating and hot water.
• Maintaining and repairing communal heating equipment.
• Keeping heating charges transparent and fair.
• Providing clear information about any future changes.
• Supporting tenants who may be vulnerable.
• Responding promptly to reports of faults or service interruptions.
• Operating an accessible complaints procedure.
• Participating in the Energy Ombudsman scheme for unresolved complaints.

Heat Network Charges

The costs of operating the communal heating and hot water systems are recovered through service charges.

Charges may include:

• Energy and fuel costs.
• System maintenance costs.
• Servicing and safety inspections.
• Repairs and replacement costs.
• Regulatory compliance costs.
• Administration associated with operating the service.

Muircroft reviews these costs annually and aims to recover only the reasonable costs of providing the service.

Future Changes to Charges or Service

If Muircroft proposes a significant change to heat network charges, terms or service arrangements, residents will be provided with advance notice explaining:

• What is changing.
• Why the change is being made.
• When the change will take effect.
• Any impact on charges.
• How residents can ask questions or raise concerns.

Complaints

If you are dissatisfied with your heat network service, you can make a complaint through Muircroft's Complaints Procedure.

We will investigate complaints fairly and keep you informed throughout the process.

If you remain dissatisfied after our complaints process has been completed, you may be able to refer your complaint (e.g. relating to heat network operations or energy charges) to the Energy Ombudsman, an independent dispute resolution service. Other aspects of dissatisfaction may be covered via the Housing Ombudsman scheme, which looks more widely at a social landlords service and performance.

Support for Vulnerable Residents

We recognise that interruptions to heating or hot water can have a greater impact on some residents.

Where appropriate and possible, we will provide additional support to residents who may be vulnerable because of age, disability, health conditions or other personal circumstances.

Contact Us

Muircroft Housing Association
Muir House
Beaulieu Road
Dibden Purlieu
Southampton SO45 4NY

Telephone: 023 8084 9481

Email: governance@muircroft.co.uk

Muircroft Housing Association operates registered heat networks and is committed to complying with current and future heat network consumer protection requirements, including Ofgem's heat network regulatory framework. This page will be updated as regulatory requirements evolve.