Caithness residents issued with key advice as new heating systems roll out
Advice Direct Scotland (ADS), which operates the national energy advice service energyadvice.scot, is urging consumers to familiarise themselves with heat networks, also known as district heating, which deliver warmth from a central source to multiple homes.
More than 1000 heat networks are already operating across Scotland, supplying over 34,000 homes, including council and housing association blocks, student flats, and care homes.
That number is set to soar, with Scottish Government targets aiming to connect 650,000 buildings by 2030, with more than £20 billion of investment planned by 2050.
The sustainable energy centre owned by Ignis Wick Ltd provides heating and hot water to around 200 homes in the Pulteneytown area as well as to Caithness General Hospital and the Assembly Rooms, and it supplies steam to the adjacent Pulteney Distillery.
The charity said that while these networks can offer lower carbon emissions and better energy efficiency, they work differently from traditional gas or electricity supplies.
This can leave some customers uncertain about how much they are paying, or what to do if there is an issue.
ADS is also reminding consumers, especially those thinking of moving into a property with a heat network, that you cannot choose your heating supplier and are often locked into a long-term contract, making it difficult to switch to cheaper tariffs.
Heat network users are not currently protected by regulator Ofgem in the same way as gas and electricity customers, but energyadvice.scot’s experts can offer guidance on rights and how to raise a complaint. Support is available at energyadvice.scot or by calling 0808 196 8660.
Andrew Bartlett, chief executive of ADS, said: “Heat networks can offer real advantages, especially in terms of efficiency and reducing carbon emissions.
“But they work differently from traditional energy supplies, and that can leave some customers feeling unsure or that they are not in control.
“Unlike gas or electricity, most heat networks don’t let you switch provider – everyone in the building uses the same one. That means you could feel stuck if you’re unhappy with your costs or service.
“Some networks include heating in a wider service charge, especially in shared buildings, making it hard to tell what you’re actually paying. Costs can also vary depending on the fuel used, like gas, biomass or electricity, which may be affected by global prices.
“Heat networks won’t be regulated by Ofgem until 2026, so protections aren’t yet as strong. But we’re here to help.
“We can guide you through your rights and how to raise a complaint if needed.”
ADS has compiled a list of five simple ways for households to check if their home is connected to a heat network:
• Check your utility bill for charges relating to heating, hot water or cooling, which may indicate a network.
• Look for a Heat Interface Unit (HIU), which is often installed instead of a traditional boiler.
• Check for heating or cooling meters inside the home.
• A shared boiler room or energy centre in the building’s basement is a strong indicator.
Service charges that mention plant rooms, HIU maintenance or energy centre costs also suggest the presence of a heat network. HIU maintenance or energy centre costs in your fees are another clue.
Households that are unsure whether they are on a heat network should ask their landlord or property manager for confirmation.
Anyone experiencing issues is advised to raise concerns with their supplier, landlord or a residents’ group.
ADS can provide guidance on consumer rights and support with the complaints process, including how to escalate a case to the Energy Ombudsman.
energyadvice.scot is available at www.energyadvice.scot and on freephone 0808 196 8660, Monday to Friday, 9am to 5pm.
The website also includes an online knowledge centre for Scots, with information on:
• Billing and meters
• Complaints and disputes
• Grants and assistance
• Scams and fraud
• Loss of energy supply
• Switching suppliers
