Heat networks redress scheme clarified under UK health and safety law: guidance for operators

Heat networks redress scheme clarified under UK health and safety law: guidance for regulatory compliance for operators

What has changed

The Heat Networks Market Framework Regulations 2025 require operators carrying on a heat network to hold a heat network authorisation and to be a member of a redress scheme for complaints from domestic and certain business customers about the supply of heating, cooling or hot water. The 2026 Amendment Regulations specify precisely which business customers fall within the requirement to join a redress scheme, ensuring clearer scope for operators and enforcing consistency in how complaints are managed.

Why it matters

This change strengthens governance and aligns with UK health and safety law expectations on regulatory compliance and responsible customer dispute handling. It creates a clearer obligation for authorised persons to provide accessible redress routes and to maintain transparent records of complaints and their outcomes.

Who is affected

Operators that hold a heat network authorisation under the 2025 Regulations will be directly affected. This can include entities that design, install, operate or manage heat networks and other parties with authorisation dependencies.

Key duties for organisations

• Confirm authorisation status and whether the redress scheme obligation applies to your customers
• Join an approved redress scheme and ensure continued membership
• Update customer communications, terms and conditions and your complaints process
• Document governance around redress performance and reporting

Steps to achieve compliance

1. Map heat network assets and confirm which customers are protected under the redress obligation
2. Secure appropriate redress scheme membership and keep evidence of cover
3. Revise contracts and procurement to reflect redress duties and dispute resolution
4. Train relevant staff and communicate changes to customers clearly

Support for governance and management system alignment can be sought from Synergos Consultancy. See ISO 45001 guidance for systematic control of workplace risk and legal compliance: ISO 45001 occupational health and safety management.

More on risk assessment and competent advice: health and safety risk assessments and Competent Person support.

Additional assistance is available through health and safety support packages and health and safety training.

Timely action will support compliance with UK health and safety law and reinforce responsible management of heat networks.