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Understanding your heat networks

What is a heat network?

A heat network provides heating, cooling and hot water to more than one property in a building or to more than one building, from a central source. It supplies multiple homes using a network of insulated pipes which connect to the energy source.

Heat network imageHow does it work?

Heat is generated at a central source, using gas. It then travels through the insulated pipework system to each property where it provides heating and hot water. Depending on the individual system, there may be a Heat Interface Unit in the property or underfloor heating but it means you can use the heating and hot water like any other heating system.

Usually, there is a meter within the home that records individual usage and you are billed on how much you use.

Who is responsible?

Queens Cross are responsible to ensure you have heating and hot water. We don’t make a profit from the network. We also manage the billing and metering of your system.

Queens Cross have a specialist contractor who will attend to repairs, maintenance and servicing of the system.

Can I switch supplier?

There isn’t the option to switch supplier as there is only one supplier for a heat network. We review our energy costs to ensure we get the best value for our customers.

What am I paying for?

Your bill typically includes:

  • Gas – the cost of gas to generate heat
  • Electricity – cost of heat and hot water
  • Cost of operating, maintaining and managing the system

We don’t currently have a standing charge.

Our commitment

  1. We aim to be fair and transparent.
  2. No profit is made by QCHA by the heat network
  3. We aim for our system to be as efficient as possible and will invest to improve this
  4. We will respond to issues or queries within our standard timescales

Benefits of Heat Networks

  • Energy efficiency
  • Greener approach to heating your home
  • Reliable heating, no personal boilers
  • We take care of all maintenance and repairs

You pay for what you use

Complaints

We aim to deal with any queries or issues quickly however if you are unhappy with any aspect of our service, you can make a complaint in the following ways:

  • On our website here.
  • Call us on 0808 143 2002.
  • Speak to a member of our staff.

If you are still not satisfied - once we have investigated both Stage 1 and Stage 2 of our process, you are entitled to escalate the complaint to the Energy Ombudsman, who will investigate if we cannot resolve the issue within 8 weeks.

Heat Network Regulation

Heat Networks are now regulated by Ofgem, which focuses on ensuring good outcomes for customers. The regulations set the standards for:

  • Good customer service
  • Reliability of Supply
  • Transparent and easy to understand bills
  • Fair pricing

You can find more information here.