Delivering Better Outcomes

by John Porter from the Extra Help Unit at CAS.

This article was first published in The Herald on 3rd January 2026.

As Heat Network Lead at Citizens Advice Scotland’s Extra Help Unit (EHU), my job is to help people who are experiencing harm due to the impact of unregulated energy markets. The support we provide has transformed many lives for the better.   

For those unfamiliar with heat networks, this is where heating, cooling and hot water is supplied from a central source, helping to reduce the use of individual gas boilers or electric heaters. There’s around 30,000 people in Scotland on a heat network, a number likely to increase over the next few years as energy suppliers work to deliver lower carbon options.  

And while working towards net zero is a positive step, the problem with the heat network sector is that it hasn’t been regulated. That means people in vulnerable circumstances have had to fend for themselves against various issues with the system. Until now.  

From 27 January, Ofgem will regulate the heat network sector across Great Britain. This means there will be rules in place designed to stop the bad practices we’ve seen cause people significant detriment. From poor billing arrangements, retrospective tariff increases, and complex meter-related faults, the system hasn’t been working. What’s more, we’ve seen examples of conflicting information being given by different organisations working within the same heat network, causing confusion for everyone involved. Introducing regulations means we can help those who need support the most. 

I was recently called a ‘life-saver’ at work, by a man I was helping who was at risk of losing his heating and hot water as he couldn’t afford to top up his pre-payment meter. I was able to secure financial support that allowed him to top up the meter with enough credit until payday and more importantly, not live in a cold home. 

It's challenging enough for advocacy bodies like us to navigate the sector without regulations, so we can only imagine how tough it must be for the people who are left to resolve these problems on their own. With this in mind, the example mentioned above felt like a particularly rewarding case.

But with any change, it takes time to adapt. It's likely that people on heat networks will continue to need additional support, even with better regulation in place, especially given the fact that when you’re on a heat network you don’t have the option to switch supplier, like you would in the electricity and gas supply sector. And that’s why we’re here. 

People and small businesses on heat networks can be referred to the EHU by Advice Direct Scotland. We can then liaise with the person’s supplier to advocate on their behalf and put things right. It’s imperative that our service exists, not only to help people in crisis, but to also work with stakeholders to drive improvements in the sector.  

We’ll continue playing our part to help people who need it, but it’s going to be important to monitor the extent to which standards improve once Ofgem regulation starts. Heat networks are a growing part of our energy network and those who use them deserve the best service and support available.