Managing agents, property management companies and developers are among those encouraged to respond along with landlords. The consultation is open until 17 October 2025, with the final guidance expected in time for the new regime coming into force in January 2026.
Propertymark will respond on members' behalf, and any feedback or comments should be sent to [email protected].
However, property agents should start to familiarise themselves with the guidance and prepare processes and tenant communications.
Fairness and clarity at the core
The draft guidance puts fairness, honesty and transparency at the centre of supplier and operator responsibilities. Bills must be accurate, timely, and easy to understand, while complaints must be handled quickly and effectively. Tenants in vulnerable circumstances must have extra support, including access to a Priority Services Register, payment assistance, and protection against disconnection. Restrictions on back-billing are also proposed to prevent large surprise charges.
Contracts, billing and reliability
Heat suppliers will be expected to ensure that all consumers have a valid supply contract — either through their tenancy or lease, or by providing missing terms directly. Operators must also guarantee security of supply, taking reasonable steps to prevent outages, carry out repairs promptly, and maintain assets to industry standards. For agents, this means tenancy agreements, service charge communications, and complaint handling procedures will all need to be reviewed to align with Ofgem’s expectations.
Keeping regulation practical
In our response to Ofgem’s consultation on fairer heat network pricing protections, Propertymark welcomed moves to strengthen consumer rights but stressed that reporting duties must remain practical and cost-reflective. That principle is equally important here, as agents balance compliance with the operational realities of managing buildings on communal systems.
Fairer heat network pricing protection realities
Propertymark has welcomed Ofgem’s proposals to improve transparency and implement fair pricing protections for heat network customers, but warns that implementation must consider the operational realities of managing agents and ensure true consumer fairness.
Resources to support agents
Members can access our fact sheet on heat network regulations for a baseline on current metering and billing duties. Wider changes in consumer law are also relevant, as explained in our briefing on the CMA’s new enforcement powers. These resources can help agents prepare for the new framework while ensuring existing consumer protection duties are met.
