Heat networks

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Heat networks in the borough

Heat networks provide heating and/or hot water from a central, communal boiler or heater to connected individual homes or buildings. We operate 32 heat networks across the borough, supplying to over 110 buildings and 3,000 homes.

You are on a heat network if your heating or hot water come from a source outside your home, shared with any other households. If you have a boiler inside your home, usually in the kitchen or a storage cupboard, you are not on a heat network.

Find your network

Search a list of all the heat networks we manage. The name of the heat network may not always match the name of your building or estate. Be sure to check the full list under each network to see if your address is included:

Heat networks spreadsheet Sep 2025 XLSX, 27.75 KB

New laws for heat networks

The Energy Act 2023 and the Heat Networks Metering and Billing Regulations come into full force from January 2027. These will affect residents living in council-owned buildings who receive heating and/or hot water from a heat network, including:

  • tenants
  • leaseholders
  • key workers

They aim to protect customers on heat networks in a similar way to how domestic energy customers are currently protected.

If you are not a council tenant or leaseholder 

If you are on a heat network, contact your landlord or energy supplier to find out how the new laws may affect you.

The new laws include:

  • heat network operators, like the council, will be treated as energy suppliers and regulated by Ofgem, the regulatory body for gas and electricity
  • residents on heat networks will receive individual bills based on the heat used in their own homes. This billing will be introduced only if it is possible to install meters in your building. See Upgrading your heat network.
  • if individual meters are not possible for your building, energy suppliers are required to plan to correct this within five years

The goal is to:

  • make your heating bills clearer and fairer. Your new bill will reflect only the energy you use, not a share of the entire building’s energy usage. This will only apply where individual meters can be installed in your home
  • reduce energy usage. By giving individual households more information and control about their energy use, the government believes people will choose to use less energy

Find out more on the Ofgem website

Upgrading your heat network

To improve how heating is measured and managed, and meet the new laws, we are upgrading the older heat networks across the borough. 

If we need to carry out work at your home, you can expect the work to be carried out in three phases. Some new buildings may have been through all three phases already:

Phase 1: heat meters in plant rooms

From October 2025, we will fit a heat meter in the plant room of every building on a heat network. This initial step is essential to collect accurate data on the energy usage of each building.

We will write to you when we start work in your area. This work will not require access to your home or affect your heating or hot water supply.

Phase 2: setting up the Gateway system

Between October 2025 and February 2026, we will install a new ‘Gateway’ system. This will collect data from the heat meter in each plant room. The system will alert us to faults in any heating system, helping us to monitor each heating and hot water system.

We will write to you when when we start work in your area. This work will not require access to your home or affect your heating or hot water supply.

Phase 3: Surveys, heat meters, and controls in your home

Between February and November 2026, we will survey around 10% of the homes on your heat network. Our surveys will assess whether it is possible to install individual heat meters and controls in residents’ homes. We will write to you to arrange a visit if your home is selected for a survey.

If the building passes, we will proceed with installing individual heat meters in homes. This final step will allow for individual billing, based on your actual heating use. 

Installing individual meters

We will write to you to let you know if we are able to install individual meters in your building. This letter will include:

  • a timeline for the works
  • contact details of the project manager and resident liaison officer so you can ask further questions
  • when we plan to set up a meeting with you ahead of works being carried out

We will arrange with you to install a heat meter and new controls in your home. This work will take one or two days per home. You will not have to leave your home during these works.

Cost of the work

Council tenants will not be charged for installing these meters or monitors, the cost is covered by their rent.

Leaseholders will be recharged for any works to their dwelling/building. Visit Major works for more information.

Calculating heating and hot water bills

Current billing 

The energy bill for a single heat network is divided between all the homes connected to it. The cost is divided based on number of bedrooms: those with more bedrooms pay more than those with fewer bedrooms.

Leaseholders

An estimated bill is sent at the start of the financial year. At the end of the year, the estimate is compared to the actual energy usage and a new bill or credit is raised for any difference.

Tenants

Any over or under charge during the last full financial year is included in the future year's charges.

Billing changes from January 2026

From 27 January 2026, we will move to a metered billing system. Where we have installed meters:

  • you will be charged based on your individual energy usage
  • the format of your bills will be easier to understand
  • you may move to a different billing cycle

Official regulator for heat networks

Currently, Ofgem does not regulate heat networks. On 27 January 2026, Ofgem will become the official regulator for heat networks. A 12-month transition period will begin in January 2026, allowing heat network owners to register their networks. Heat network owners will be required to:

  • register each network for right to supply heat
  • provide regular reports on network performance and customer protection issues to the government in order to maintain their authorisation. This ensures that energy is used fairly, safely, and sustainably for everyone

Further support

Heat network repairs

If you have a repair issue, contact our Contact Centre so they can arrange a relevant repair:

If there is an issue with the upkeep of your energy system, contact the Mechanical and Engineering team. Capital or Major Works, improve or repair communal and structure parts of your building. To find out when major works are planned for your building, visit Planned major works

Heat Network Programme

For specific questions about the Heat Network Programme in your building:

If your home is on a heat network and you have not received a letter between January and September 2026, email [email protected] for an update.

Billing

If you are a leaseholder with questions about how billing may change, contact Home Ownership:

If you are a tenant with questions about how billing may change, contact Rent Income Team:

Complaints and advice

RBKC Council

Visit our Complaints page for further information.

Citizens Advice

Citizens Advice will be the statutory advocate and advice provider for all heat network customers in England. Customers can get free, impartial advice and support to help resolve issues with their heat network:

  • telephone: 0808 223 113

Energy Ombudsman

Heat network customers can raise a complaint with the Energy Ombudsman. The Energy Ombudsman will consider your complaint if:

  • the issue arose after 1 April 2025
  • you have spent eight weeks or more trying to resolve it with us, without a suitable result for you

Last updated: 9 September 2025