Ofgem's requirements for heat network disconnection and supply interruption. When disconnection is permitted, notice periods, vulnerable consumer protections.
Disconnection from a heat network is one of the most serious actions an operator can take. Unlike gas or electricity, where a consumer can seek an alternative supplier, disconnection from a heat network leaves a consumer with no means of heating their home. Ofgem's Authorisation Conditions place strict controls on when and how disconnection can occur.
Disconnection should only be considered as a last resort after all other options have been exhausted, and typically only in cases of persistent non-payment where the operator has followed a defined process including multiple written warnings, an offer of a payment plan, consideration of vulnerability factors, and a minimum notice period. Disconnection for reasons unrelated to non-payment (such as planned maintenance) is treated as a supply interruption, not a disconnection, and different rules apply.
Critically, operators must never disconnect a consumer who is known to be vulnerable, during winter months (typically October to March), or without having completed the required notice and engagement process. These protections are non-negotiable.
Planned interruptions for maintenance, repair, or system upgrade are a normal part of heat network operation. However, operators must provide adequate advance notice, target interruptions to minimise consumer impact, provide additional notice and support to vulnerable consumers on the Priority Services Register, restore supply as quickly as possible, and compensate consumers where the interruption exceeds defined duration thresholds.
Emergency outages cannot be notified in advance, but operators must have procedures for responding quickly, informing affected consumers as soon as practicable, providing updates on estimated restoration times, prioritising vulnerable consumers in restoration plans, and providing alternative heating arrangements where feasible for prolonged outages.
Ofgem is expected to introduce Guaranteed Standards of Performance (GSOP) for heat networks, similar to those in the gas and electricity sectors. These will likely include maximum restoration times and automatic compensation payments when standards are not met. Operators should begin building monitoring and compensation systems now.
Operators need a disconnection policy, a supply interruption policy, an emergency response plan, and customer-facing documents explaining consumers' rights in each scenario. Our platform generates all of these with the specific protections and notice periods required by the Authorisation Conditions.
Disconnection policy, supply interruption policy, emergency response plan, and customer-facing rights documents — all Authorisation Condition requirements addressed.
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