Announcement: New funding for heating systems upgrades
Improving heating and hot water for our customers
We’re delighted to have secured more than £637,000 in government funding to improve the heat networks at Abbey Court and Erneley Close, benefiting 104 customers living here.
A heat network supplies heating and hot water to several homes or buildings from one central source. It’s a low carbon, efficient way of providing heat, and your home is part of this system.
The funding has been awarded through the Heat Network Efficiency Scheme (HNES) and will be used to make a range of upgrades designed to improve the performance, reliability and efficiency of the existing systems.
The planned improvements include:
- Upgrading insulation to reduce heat loss
- Improving Heat Interface Unit (HIU) controls
- Optimising flow temperatures across the network
- Updating the Building Management System (BMS)
Together, these improvements will modernise the heat networks, increase reliability and help the systems operate more efficiently, delivering better value for money and a more consistent heating and hot water service for residents.
New protections for heat network customers
The investment comes as new national regulations for heat networks are introduced across England, Scotland and Wales.
From January 2026, heat networks became regulated by Ofgem, bringing them in line with gas and electricity suppliers for the first time. The changes are designed to give customers stronger protections and greater confidence in the service they receive.
Under the new regulations:
- Ofgem oversees heat network providers
- Customers can access the Energy Ombudsman if a complaint cannot be resolved
- Heat network customers receive protections similar to those available to gas and electricity customers
Supporting customers
As part of the changes, we’ve updated our approach to supporting heat network customers. This includes providing clearer information about charges and billing, strengthening the complaints process and introducing additional support for customers with health, disability or accessibility needs through a new Priority Services Register.
The Priority Services Register is a free service that provides extra support during outages, maintenance work and other service disruptions for customers who may need additional assistance. If you live in a home within a heat network, we’ll soon be in touch regarding this.
Customers on affected heat networks will also receive a new Heat Supply Agreement, setting out how the service operates and explaining charges in clear, plain English.
These changes, alongside the planned investment work, will help ensure heat network customers receive a reliable service, clear information and the support they need.
