Understanding Ofgem's Standards of Conduct for heat networks. The five overarching principles every operator must embed in their business.
The Standards of Conduct are Ofgem's overarching framework for how heat network operators must treat their consumers. They sit above the specific Authorisation Conditions and establish the principles that should inform every aspect of an operator's business. Every other consumer-facing obligation — complaints handling, billing transparency, vulnerability support, fair pricing — should be understood in the context of these standards.
At the heart of the Standards of Conduct is the Consumer Objective: that heat network consumers should be treated fairly and receive a good quality of service. Ofgem has articulated this through five overarching principles. Operators must behave in a fair, honest, transparent, appropriate, and professional manner. They must provide information that is complete, accurate, and not misleading. They must make it easy for consumers to contact them and handle enquiries promptly. They must take account of the needs of consumers in vulnerable situations. And they must ensure consumers are treated fairly throughout the duration of their relationship with the operator.
The Standards of Conduct are not aspirational — they are enforceable. Ofgem can take enforcement action against operators whose conduct falls short, even if the operator has technically complied with specific Authorisation Conditions. This means operators need to embed these principles in their organisational culture, not just their policy documents. In practice: train all customer-facing staff, review all consumer communications for clarity and fairness, ensure pricing decisions are transparent, monitor service quality, and keep records demonstrating commitment to these principles.
Operators need a Standards of Conduct policy setting out how the organisation will meet each principle, with specific commitments, responsibilities, and monitoring arrangements. A customer-facing version should explain what consumers can expect. Both are generated by our platform.
Policy and customer-facing document — every Authorisation Condition requirement addressed and cited.
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