Complaints and advice
RBKC Council
Visit our Complaints page for further information.
Citizens Advice
Citizens Advice is the consumer advocate and advice provider for all heat network customers in England. You can get free, impartial advice and support to help resolve issues with your heat network:
- telephone: 0808 223 113
- visit the Citizens Advice website
Housing Ombudsman
If you are a council tenant or leaseholder, you can raise a complaint with the Housing Ombudsman if your complaint has not been resolved to your satisfaction.
Visit the Housing Ombudsman website for further information.
Energy Ombudsman
If you are a private rented sector tenant, you can raise a complaint with the Energy Ombudsman if your complaint has not been resolved to your satisfaction. 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 your heat supplier, without a suitable result for you
Visit the Energy Ombudsman website for further information.
Ofgem
If you have questions about heat networks regulation, you can contact Ofgem:
- email: [email protected]
- telephone: 0207 901 7295
- visit the Ofgem website