Heat Networks
Our Heat Network
A heat network is a shared heating system that serves multiple homes within a building. Heat is produced at a central energy source and circulated through a network of pipes to provide both heating and hot water to each property. As a result, individual boilers are not required in homes.
The supplier and operator
We are the supplier and operator of the heat network. This means we are responsible for supplying your heating and hot water, managing your billing, and overseeing the operation, maintenance, and repair of the network.
We may appoint subcontractors to carry out certain services, including billing, maintenance, and repairs, on our behalf.
You can't choose another supplier. We purchase the gas and electricity used to produce your heating and hot water from the open market and aim to secure good value for customers.
Metered and non-metered heat networks
Metered heat network
If you have a meter in your home, your heating and hot water use is measured directly. You are billed for what you use, and Vital Energi manages your metering and billing on our behalf.
Non metered heat network
If you don't have a meter, heating and hot water costs are shared across the building. This charge is included alongside any other service charges you need to pay. We will ensure that how these charges are calculated is clearly explained and transparent.
Regulation
Our heat network is regulated by Ofgem, the UK's energy regulator. This means the service you receive is protected by clear rules designed to make heat networks fair, transparent, and reliable for customers.
Being regulated by Ofgem means that we must:
- Charge fair and reasonable prices for heating and hot water.
- Provide clear information about bills, tariffs, and how charges are calculated.
- Meet minimum standards for service and reliability.
- Have a clear process in place for handling complaints
Customers on regulated heat networks also benefit from stronger consumer protections, similar to those in place for gas and electricity customers. This includes access to an independent complaints service if an issue cannot be resolved directly with us.
Overall, Ofgem regulation is there to give you confidence that your heat supply is well-managed, fairly priced, and supported by clear protections if things go wrong.
Your heat supply agreement
Your Heat Supply Agreement explains how we provide heating and hot water to your home through the heat network.
It sets out:
- How your heat and hot water are supplied.
- How charges are calculated.
- Our responsibilities as your heat supplier.
- Your rights as a customer
We're currently working on this document and hope to send it out to customers later this year. All customers on a heat network will need to sign the agreement.
Our service to you
We look after the heat network to make sure it remains safe, reliable, and works as it should. LiveWest will ensure that planned maintenance four times a year to keep everything running smoothly.
If something isn't working, we'll do our best to fix it as quickly as possible:
- Urgent issues within 7 days.
- Non-urgent issues within 28 days.
- Larger, planned works within 12 months.
If there is a complete loss of heating or hot water to your building, our contractor aims to attend within 24 hours.
Priority services register
Our Priority Services Register helps us provide extra support to customers who may need it. This can include faster responses if heating fails, additional help with bills, or information in accessible formats, such as large print or translated into a foreign language.
You may be eligible to join if you or someone in your household:
- Has reached pension age.
- Has a disability or long-term health condition (physical or mental).
- Is recovering from an injury or hospital stay.
- Has a hearing or sight impairment.
- Is pregnant or has young children (under 5).
- Relies on medical equipment or has additional health needs.
- Has difficulty communicating (e.g. requiring alternative formats or translation services).
- Would struggle to respond in an emergency (e.g. mobility issues).
- Is experiencing temporary vulnerability (e.g. bereavement, financial difficulty)
We're here to help
You can contact us for any queries regarding billing, service performance, support needs, or if you need to make a complaint.
On our energy management page there is plenty of advice on saving energy and keeping your home energy efficient.