A heat network provides heating and hot water to buildings and homes from a central source. This means a property connected to a heat network does not need its own separate heating system such as a combi boiler or heat pump.

There are 2 types of heat networks:

Advice and support for heat network customers

If you are connected to a heat network and feel there is a problem with your heating or hot water, please contact us on:

• Phone – 0300 365 1111
• Email – enquiries@ovh.org.uk
• Post – One Vision Housing
  PO Box 891,
  Orpington,
  BR6 1LY

Additional support available

For free, impartial advice and support to help resolve problems with your heat network, you can contact:

• Citizens Advice

  Visit the Citizens Advice website or call 0800 223 1133 (if you live in England or Wales).

• Energy Ombudsman

  Complain to the Energy Ombudsman: Raise Your Energy Dispute | Energy Ombudsman | Energy Ombudsman.

  You can take your complaint to the Energy Ombudsman if:

  • A problem you reported to your heat network supplier is not fixed within 8 weeks.
  • You receive a “deadlock letter”, stating your problem cannot be fixed.
  • You’re not happy with the response from One Vision Housing.

Heat networks regulation

From 2026, Ofgem will regulate heat networks in Great Britain. They want to make sure heat network customers get similar protections as gas and electricity consumers do. The new regulations will focus on:

• Good customer service.
• Improving reliability of energy supply.
• Transparent, easy to understand energy bills.
• Fair pricing.