First Survey Of Heat Network Customers
Heat network consumers pay around £100 per year less than non-heat network consumers for their heating and hot water, suggests a new survey
According to the first consumer survey ever held in the heat networks sector, heat network consumers are paying substantially less than non-heat consumers; but strong issues within the sector still need attention.
There are currently around 17,000 district and communal scale heat networks – which take heat from a central source and deliver it to a number of buildings. This makes up about 2% of UK buildings heat demand.
Expansion of this market is a key element of the government’s Clean Growth Strategy. This new survey- ‘Heat Networks Consumer Survey: consumer experiences on heat networks and other heating systems’ – was designed to support future expansion.
The survey sought consumers’ views on 3 core topics, from their overall system satisfaction, and pricing and billing issues; to the quality of the sector’s customer service.
Ultimately the findings from the survey showed a mixed reception to the heat network systems:
“Almost 75% of Heat Hetwork (HN) respondents were ‘satisfied’ or ‘very satisfied’ with their network – much the same levels as those reported by Non Heat Network (NHN) consumers”.
“HN consumers have less control over their heating than NHN consumers”.
“Service interruptions are relatively common in HNs”.
“Billing does not incentivise energy saving for a large proportion of HN consumers, only 27% of whom report paying based on use”.
“There is relatively poor billing transparency in the HN sector; 20% of consumers said they would like more information on their bills”.
“A relatively high proportion of HN consumers had either complained, or had reason to complain about their system”.
“HN consumers were less likely than NHN consumers to have received information about their type of heating system, maintenance/servicing arrangements and how to change the temperature”.
“…nevertheless, 59% said they were satisfied with the quality of information they receive, compared with 60% of NHN consumers”.
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