Keeping Our Residents Warm and Preparing for Future Heat Network Regulations

Muircroft as your Heat Network supplier:

As your heat supplier, we are committed to providing a reliable, safe and affordable service while ensuring we meet the latest consumer protection requirements for heat networks.

What is Changing?

The Government and Ofgem have introduced a new regulatory framework for heat networks. These regulations are designed to give heat network customers protections that are more closely aligned with those available to customers of gas and electricity suppliers. The new framework includes requirements relating to:

• Fair treatment of customers.
• Clear information about heating charges.
• Complaints handling and dispute resolution.
• Support for vulnerable residents.
• Reliability and continuity of heat supplies.
• Regular performance and reporting requirements.

Our Progress Toward Compliance

Muircroft has already registered its heat networks and has undertaken a detailed compliance review to assess our readiness for the new regulatory regime.

We are implementing a programme of work to ensure our policies, procedures and resident information meet the new standards.

This includes:

• Developing updated Heat Supply Agreements.
• Introducing enhanced customer information and communications.
• Reviewing complaints and enquiry procedures.
• Strengthening arrangements for emergency response and continuity of supply.
• Monitoring network performance and service quality.
• Ensuring appropriate support is available for residents in vulnerable circumstances.

 Heat Network Technical Standards (HNES)

The Government intends to introduce further technical standards for heat networks through the Heat Network Technical Assurance Scheme (HNTAS). These standards are expected to focus on the technical performance, efficiency and operation of heat networks. At present, these requirements are still being developed nationally.

Muircroft is actively monitoring developments and will review any investment or improvement opportunities required to ensure that our heat networks continue to meet future technical and energy efficiency requirements.

Your Rights as a Heat Network Customer

As a heat network customer, you will benefit from:

• Clear charging information about your heating service.
• Access to support if you experience difficulties with payments.
• A formal complaints process.
• Independent access to the Energy Ombudsman if a complaint cannot be resolved through Muircroft's complaints procedure.

Muircroft has been a member of the Energy Ombudsman Heat Network Alternative Dispute Resolution Scheme since April 2025.

Supporting Vulnerable Tenants

Many Muircroft tenants may require additional support if heating and hot water is not available. We maintain arrangements to identify residents who may be vulnerable and to ensure they receive appropriate assistance in the unlikely event of a heat supply interruption. This includes prioritising support and temporary heating arrangements where required. For reporting purposes to Ofgem, we have stated that all tenants form part of our priority services register.

Reliability and Service Standards

We monitor the performance of our heat networks through repairs records, service monitoring and complaint trends. From 2026, heat network operators are also required to provide increasing levels of performance information to Ofgem.

Our aim is to provide a reliable supply of heating and hot water, respond promptly to any issues and continually improve the services we provide to residents.

Questions?

If you would like more information about Muircroft's heat networks, your heating charges or the upcoming regulatory changes, please contact the Muircroft team.

Frequently Asked Questions About Heat Network Charges

Why do I pay a charge for heating and hot water?

Muircroft provides some of its homes with heating and / or hot water, through a communal heat network rather than individual boilers in each home. The costs of running and maintaining the system are recovered through service charge payments.

Who supplies Muircroft with Gas and electricity?

Our electricity and gas are procured via our energy broker Northern Gas and Power (NGP).  NGP provide a neutral tendering process following the steps below-

• Tender energy requirements across 56 suppliers to benchmark pricing.
• Analyse current contracts against prevailing market rates.
• Recommend the most appropriate procurement strategy — fixed, flexible or a combination.
• Negotiate supplier margins and contract terms.
• Regularly review the market to identify future purchasing opportunities.
• Benchmark energy costs across properties or tenant groups.

This approach ensures that tenants can have confidence that their energy costs are being competitively procured rather than simply accepting a supplier's renewal price.

How are heat network charges calculated?

Heat network charges are reviewed annually as part of Muircroft's service charge review process.

The charges reflect the costs of providing heating and hot water, including fuel, maintenance and operation of the communal system.

Any difference between estimated and actual costs is considered when future charges are reviewed.

Do heat network charges make a profit for Muircroft?

No. Muircroft's approach is to recover the reasonable costs of providing heating and hot water services. The new heat network regulations also require suppliers to demonstrate that charges are fair and transparent to customers.

Why can my heat network charge change from year to year?

The cost of supplying heat can change because of factors such as energy prices, maintenance costs, servicing requirements and regulatory compliance costs. As with other service charges, we review costs annually and notify residents of any changes in advance.

Can I switch to a different heat supplier?

No. Heat networks operate as a single, communal heating system serving the whole development. This means residents cannot choose an alternative heat supplier in the same way that gas or electricity customers can switch energy providers.

Does my heat network charge include electricity used inside my home?

No. Your own household electricity supply remains separate. You are responsible for arranging and paying for any individual electricity account serving your home.

What happens if the heat network breaks down?

Muircroft is responsible for maintaining and repairing the heat network. We monitor the performance of our systems and have arrangements in place to respond to breakdowns and interruptions as soon as possible. We have arrangements with contractors who can attend on an emergency basis but sometimes faults are more complex to resolve.

Where heating outages are likely to be prolonged (e.g. a boiler breakdown requires new parts to be ordered and delivered to site) we will provide temporary heating via portable radiators, particularly for residents requiring additional support and during cold weather.

The provision of temporary hot water when boilers experience a fault is more challenging - this is why we have fitted all of our homes served by a heat network with an electric shower, so that tenants can always have hot water for washing. The usual temporary workaround for washing up is to boil a kettle.

During planned works, where hot water services may be interrupted, we will always seek to supply temporary hot water via portable boiler plant equipment.

What if I am struggling to pay my rent or service charges?

Please contact your Housing Support Officer as soon as possible. We will always seek to understand your circumstances and discuss the support available. The new heat network regulations also place a strong emphasis on supporting vulnerable customers and those experiencing financial difficulties.

NB your heating and hot water charge forms part of your service charge which is paid with your rent.

How can I check that my heat network charges are fair?

Muircroft reviews charges annually and is required to comply with consumer protection requirements under the heat network regulatory framework. We are also required to provide information to Ofgem and maintain transparent records relating to our heat network services.

We will issue a contract change notification each year alongside information about changes to rent and service charges.

What should I do if I have a question about my heating charges?

If you have any questions about your heat network charges, please contact the Muircroft office. We will be happy to explain how charges are calculated and answer any questions about your heating service.

What if I am not satisfied with Muircroft's response?

You can use Muircroft's complaints procedure if you are unhappy with any aspect of your heat and hot water supply service. If your complaint remains unresolved, you may be able to refer the matter to the Energy Ombudsman, an independent dispute resolution service for heat network customers. Other aspects of dissatisfaction will be covered by the Housing Ombudsman service.