A fairer deal for vulnerable customersOfgem 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. “This is a landmark moment which promises to protect consumers with fair pricing, better complaint handling and improved all round experience. 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.