Heat Networks

Platform Housing operates more than 50 heat networks. This means we act as the heat supplier for the homes connected to these networks, providing heat and/or hot water to your radiators and taps.

Because your home gets heat from the heat network, you don’t pay for gas. Instead, you pay for the heat energy you use.

Heat network plant room with large boilers, a hot water storage tank and pipework used to produce and circulate heat to connected homes.

What is a Heat Network?

A heat network provides heat and/or hot water to multiple homes from a central source known as an energy centre, otherwise known as a plant room.

Instead of each home having its own boiler, heat is produced in one place and delivered to homes through insulated pipes.

How a Heat Network works

Individual homes within a building or complex, for example, a block of flats, are connected to a heat network. The heat network, managed by Platform Housing as the heat energy supplier, supplies heat to all homes connected to the network.

Each home has a Heat Interface Unit (HIU), or similar equipment, which connects your home's heating system to the heat network. It controls your heating and usually your hot water, doing a similar job to a traditional boiler. Heat from the network passes through the HIU and is then used to heat your home and hot water.

Switching supplier

Since our heat networks are integrated into the community, customers cannot switch heat energy supplier. We are dedicated to delivering services to you in line with Ofgem Regulation making your energy fair, clean, and simple and offering an excellent heat supply service.

Benefits of heat networks for customers

As well as the convenience of not having to manage a boiler or gas supply there are several other benefits of being part of a heat network.

Regulation and protection Ofgem regulate Heat Networks, giving you reassurance that we’ll always do our best for you. More information can be found here.

Save heating, save money You could reduce the amount of heating you use and save money on your bills by making some small changes around your home

Consumer advocacy Citizens Advice are the statutory consumer advocate for heat networks and can support you with advice and guidance. More information can be found on their website, or you can call Citizens Advice consumer helpline: 0808 223 1133

Adam Jones handing over the first electric vehicle to colleague John

Repairs and Maintenance

Platform as your heat energy supplier is responsible for ensuring a safe, secure, reliable heat supply to your home, available when you need it as well as routinely inspecting and maintaining the Heat Interface Unit (HIU) or equivalent equipment and Heat Meter once every 24 months.

If you are experiencing a problem with your heat meter specifically please contact your billing provider Sycous on 0333 880 3115.

For all other repairs linked to your heating please visit our Report a Repair page

Please note: We are not responsible for Leaseholder homes heating systems according to your terms of lease.

Full details of our responsibility and your responsibility relating to repairs and inspection are detailed in your lease agreement and heat supply agreement.

Billing and costs

If your home is on a Platform heat network, this page explains how you pay for your heating and hot water, how your charges work, who manages your account, where to get help with payments, and your rights.

Learn more about how you pay for your heating and hot water.

Priority Services Register

As a heat energy customer there may be times where you need a little extra support. You may be of State Pension age, living with a disability or long‑term illness, have English as a second language, struggling to pay your energy bill or be caring for a child under five. Whatever your circumstances whether, temporary or ongoing, we’re here to help.

Find out more about how we can support you

Additional Support

We know that sometimes it can be difficult to find the money to pay for heating your home. You’re not alone, and there may be things we can do to support you or signpost you to the right support. The important thing is that you talk to us and let us know as soon as possible.

Wellbeing Fund Our Wellbeing Fund is open to all Platform customers who are experiencing financial hardship and need short-term support. The Fund can help cover essential food and energy costs, especially if you are waiting for your first benefit payment.

Successful tenancies Team At Platform we have a successful tenancies team who can work with you to achieve positive results that will help to sustain your tenancy and assist in other aspects of life.

Complaints and redress The best way to get complaints resolved is to speak to us directly. We have a procedure in place to ensure that your complaint is dealt with effectively.

Heat Supply Agreement

Our Guaranteed Standards of Service, and full terms and conditions of supply are detailed in the Heating Supply Agreement that you received when you moved into your home or when heat metering and billing was installed if you are a heat metered customer. Unmetered customers will also receive Heat Supply Agreements in the near future.

You will be updated periodically on revised terms and conditions.

Can't find your agreement?

If you would like a copy of your heat supply agreement, please speak to our contact centre team on 0333 200 7304 or contact us via your customer portal and copy will be sent to you

Glossary of Terms

A central facility where heat is generated such as a plant room and distributed to multiple homes/ buildings through a heat network.

The organisation responsible for supplying heat to customers, including system operation, metering, billing, and customer service.

A unit within a property that transfers heat from the communal network to provide space heating and hot water, similar to a boiler in individual homes.

A digital meter that records heat consumption accurately and sends usage data automatically for billing and monitoring.

A fixed daily or periodic charge that covers ongoing costs of providing the heat supply, regardless of how much heat is used.

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