Independent advice and support
We are here to help. If you have an issue, please do not hesitate to reach out to our team for additional support.
You may also contact third party if you wish to seek independent advice.
Independent resources
Advice Direct Scotland (ADS)
0808 196 8660
www.energyadvice.scot
Advice Direct Scotland (ADS) delivers free, impartial advice to consumers on heat networks. As Scotland’s official supplier of heat network advice, they’re raising national awareness, connecting with communities and providing practical support to consumers.
Citizens Advice England and Wales
England: 0800 144 8848
Wales: 0800 702 2020
www.citizensadvice.org.uk
Citizens Advice is a network of independent charities offering confidential advice online, over the phone, and in-person, for free.
Citizens Advice Scotland
0808 196 8660
www.citizensadvice.org.uk/scotland
Citizens Advice is a network of independent charities offering confidential advice online, over the phone, and in-person, for free.
National Energy Action
0800 304 7159
www.nea.org.uk
National Energy Action provide advice and support on all energy matters.
Home Energy Scotland
0808 808 2282
www.homeenergyscotland.org
Home Energy Scotland are a network of local advice centres covering all of Scotland. They offer free, impartial advice on energy saving, keeping warm at home, and more. They are funded by the Scottish Government and managed by Energy Saving Trust.
National Debtline
0800 808 4000
www.nationaldebtline.org
National Debtline provides free advice and resources to help you deal with your debts. You can access their services over the phone, through their website and via webchat.
Money Advice Trust
0808 808 4000
moneyadvicetrust.org
Money Advice Trust offer help and support in a number of areas such as budgeting, income maximisation and managing debt.
StepChange
0800 138 1111
www.stepchange.org
StepChange offer free, flexible debt advice that is based on a comprehensive assessment of your situation.
Heat Trust
info@heattrust.org
www.heattrust.org
Heat Trust is the independent consumer protection scheme for heat networks. It sets standards that registered heat networks must comply with. There are a number of customer resources on their website, including their Heat Cost Calculator.
Ofgem
ofgem.gov.uk
From January 2026, Heat Networks are regulated by Ofgem. Ofgem is the independent regulator responsible for keeping the energy market fair, competitive, transparent, and aligned with both consumer protection and environmental objectives
Help for Households: Government advice
0800 098 7950
helpforhouseholds.campaign.gov.uk
See what support is available to help with the cost of living and save money with their energy saving tips.
