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. 

A Diagram explaining how a heat network supplies energy throughout a building
  1. Energy supply: Gas or Electricity is supplied to the building, paid for by Platform. 
  2. Energy Centre/Plant Room: Commercial scale boilers in the energy centre/plant room convert gas into heat. 
  3. Pipework: Heat is distributed round the building via insulated pipework. 
  4. Heat Interface Unit (HIU): Heat enters each home via a heat interface unit (HIU) or equivalent equipment installed. This device is equivalent to a traditional gas boiler. 
  5. Heat Meter: If your home has a heat meter, it records how much heat you use for your heating and hot water. The amount you use is measured in kilowatt hours (kWh). 
  6. Homes heating system, radiators: The HIU controls your homes heating and usually hot water too. The HIU transfers heat from the heat network to your homes heating system, radiators etc

 

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. 

Customer adjusting the heating controls in their home.

Switching supplier

Since our heat networks are integrated into the community, customers cannot switch heat 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.

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

Men with calculator and business reports

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

Customer Information and Additional Support

As a heat network customer, there is information and support available to help you manage your heating, understand your rights and get help if you need it.

The links below to find advice on saving energy, managing your money, getting extra support and what to do if something goes wrong.

 

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
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.
Adam Jones handing over the first electric vehicle to colleague John

Repairs and Maintenance

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

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

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