Your heat network
Get the key information about your heat network in one place.
Your heat network
From January 2026, Heat Networks will be regulated by Ofgem, which will mean that all heat network customers will have similar customer protections like gas and electricity customers have.
Ofgem are introducing a number of Consumer Protection standards for Heat Networks, some key factors of these standards include:
- Good customer service
- Improving reliability of energy supply
- Clear and easy-to-read bills
- Fair and transparent pricing
What is a heat network?
A heat network is a system that provides heat from one main source to lots of homes or buildings through special insulated pipes. The heat usually travels as hot water or steam.
In simple terms, instead of each flat having its own boiler, the whole block shares one big heat source in a plant room that sends the heat to everyone.
Benefits:
✔ Energy security – safe and steady supply, less affected by changes in energy markets
✔ Saves space – no need for a boiler in every home
✔ Better for the environment – one energy source uses less energy and creates less pollution
Your bills
Bernicia is your heat supplier. We buy energy through our broker at the best price we can, then provide it to you as heat.
Because of the new rules, there will be a Heat Supply Agreement. This is a document that explains how Bernicia supplies heat to your home.
Nothing will change for you, we will keep providing heat in the same way. We have updated our policies and paperwork to follow the new rules.
There are two ways you could be paying for your heat:
Switch2 customers
If you have a meter in your flat, your bill is based on what you use. You will get your bill from Switch2, who collect the money for Bernicia.
Service charge customers
If your home does not have its own gas meter, the cost of heating is included in your service charge. For each heat network, the total gas used for the whole building is added up and then shared equally between all residents. The gas used in shared areas, like hallways or stairwells, is also shared equally. In your yearly service charge breakdown, you will see two charges: Personal Gas (for your home) and Communal Gas (for shared spaces).
Servicing and repairs
We regularly check and service all heat networks to make sure they are safe, work well, and run efficiently.
If your home has its own meter and heat unit, we will service it every two years. If it is a central system for the whole building, this will be serviced once a year.
If you need a repair for your heating, call our Customer Service team on 0344 800 3800.
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Emergency repairs: we aim to come out within 24 hours.
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Other repairs: we will book the next appointment that works best for you.
If you have a problem or question:
We do our best to make sure your heat network runs smoothly. But if something goes wrong, or if you have questions, here is who you should contact.
- Firstly, contact Bernicia and follow our complaints process.
- If you still need help, contact Citizens Advice on 0808 223 1133
- If unresolved after eight weeks, you can contact the Energy Ombudsman with heat network complaints.
What if I need extra support?
Bernicia has a Priority Services Register (PSR). This gives extra help to customers who may need more support.
If you are on the Priority Services Register (PSR), you could get extra support with, but not limited to:
- Faster help if your heating breaks
- Extra support and advice with your heat and hot water bills
- Information in a format that works best for you (for example, large print)
You can join the Priority Services Register (PSR) yourself, or add a family member to it.
To join our Priority Services Register (PSR):
Call Bernicia Contact Centre: 0344 800 3800
Email: contact@bernicia.com
Monday to Thursday 8.30am to 5.00pm (9am on Tuesday) Friday 8.30am to 4.30pm
Community events
We plan visits and events to help raise awareness about these changes to heat network rules.