From today, Ofgem will become the regulator for heat networks across Great Britain with new rules on billing, fair pricing, complaint handling and supporting consumers in vulnerable circumstances.

New operating standards have also been introduced to improve efficiency and deliver a better experience for customers.

As part of regulation, heat network customers already have access to dedicated advice and support through Advice Direct Scotland and the Extra Help Unit at Citizens Advice Scotland, funded through Consumer Scotland.

UK Government minster for energy consumers Martin McCluskey said: “For too long customers on heat networks have been unprotected, being hit with unfair price rises and having to manage with hugely inconvenient service outages.

“It’s simply not good enough and that is why from today we’re giving Ofgem new powers to act and hold heat network suppliers operating a poor-quality service to account.”

Consumer Scotland chief executive Sam Ghibaldan said: “This is a significant milestone which will deliver improvements for consumers, but we recognise regulation is designed to be transformational over time, and that this is just the start of the journey.

“As the statutory advocate for consumers on heat networks in Scotland, we will seek improvements by identifying and escalating issues of concern with government, industry and the regulator.”

Chief executive of Advice Direct Scotland, Andrew Bartlett, said: “As Scotland’s national consumer advice charity for heat networks, our priority is to ensure Scots customers are treated with transparency and respect.

“This is a landmark moment which promises to protect consumers with fair pricing, better complaint handling and improved all round experience. Reach out to us for support if you are having issues with a heat network – we are always here to help.”

Head of the Extra Help Unit at Citizens Advice Scotland, Natasha Gilmour, added: “The introduction of Ofgem’s regulation of heat networks is simply essential. We’ve seen numerous examples of people who use heat networks experiencing real detriment, caused by the lack of consumer protection in the heat network sector until now.

“We look forward to working closely with stakeholders as the regulatory landscape evolves, whilst achieving the best possible outcomes on behalf of people in vulnerable circumstances.”