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Nationwide independent heat customer protection scheme goes live

Through the launch of Heat Trust, an industry-led consumer protection scheme that sets standards in areas including performance, reliability and customer service will reach 15,000 heat customers.

The Energy Ombudsman will provide the independent complaints handling service to ensure fair treatment of consumers.

Launched at the 2015 Heat Conference, which was held on Wednesday, 25 November, Heat Trust announced that E.ON, SSE Heat Networks and Metropolitan King’s Cross have become its first members.

Head of scheme Bindi Patel said: “I am delighted to welcome E.ON, SSE and Metropolitan King’s Cross as our first members. The launch of Heat Trust is a key milestone for the district heating sector, demonstrating its commitment to giving customers peace of mind in their heating and hot water supply.”

Customers that live on heat networks registered to the scheme will be able to refer a complaint they may have with their supplier to Ombudsman Services: Energy for investigation.

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