Social landlords operating district and communal heat networks are facing a major change. From January 2026, heat networks across Great Britain are formally regulated by Ofgem, bringing new consumer protections and accountability requirements for landlords.
For many social housing providers, this is a wake-up call: over 60% of the estimated 14,000 heat networks across the UK are managed by social landlords and residents now have guaranteed rights around pricing, billing and service quality. Getting communications right has never been more important.
What’s changed?
Previously, heat networks operated with minimal regulation. Now, landlords must:
- Register and obtain authorisation from Ofgem for each heat network they operate
- Comply with consumer protection measures, including:
- Transparent, easy-to-understand billing
- Fair pricing practices
- Clear complaint handling procedures, linked to the Energy Ombudsman
For residents, this means more protection, more transparency and clear routes for complaints. For landlords, it means higher scrutiny and the need to demonstrate compliance at every step.
Why communications matter
Heat network regulation isn’t just a technical issue – it’s a communications challenge. Residents may have questions or concerns about:
- How their bills are calculated
- What rights they have under the new rules
- How to report problems or make complaints
Clear, proactive communication is essential to maintain trust. Comms teams need to work closely with operations and compliance teams to ensure messages are accurate, consistent and easy to understand.
Practical tips for social housing comms teams
- Map your networks: know which residents are affected and how information currently flows
- Prepare FAQs and guides: explain bills, pricing and complaint procedures in plain language
- Be consistent: ensure all regulatory changes are reflected in resident communications
- Plan proactive updates: highlight what the changes mean, when they take effect and how residents can access support
- Use multiple channels: emails, letters, social media and your website should all carry consistent, clear messaging
See Media’s approach
At See Media, we help social housing organisations translate complex regulatory change into clear, trustworthy communications. From resident-facing FAQs to staff briefings and multi-channel campaigns, we make sure your messaging builds confidence while keeping you compliant.
The new heat network regulations are a challenge – but with the right communications strategy, they are also an opportunity to demonstrate transparency, professionalism and care for your residents.
Sarah Thomas is a Senior Director at See Media
Need support with your heat network communications to make sure your messaging is clear, accurate and resident-focused? Please get in touch at: hello@see-media.co.uk
