Heat Supply Contracts
Suppliers of heat to domestic consumers. Section B applies where heat is supplied to domestic consumers. A network serving only non-domestic consumers is not subject to it.
What this condition requires
Supply on request to a Relevant Consumer within a reasonable period (2.1), under a Supply Contract meeting the conditions (2.2), subject to the exceptions in 2.3. Before entering a contract, bring the specified pre-contract information to the consumer's attention (2.4). Each Supply Contract must be in Writing, drafted in plain and intelligible language, and set out in a single pack without incorporating terms by reference to other documents (2.5); provide a complete copy in an accessible format (2.6). For deemed contracts, take all reasonable steps to provide the Principal Terms (2.7), and supply a copy free of charge on request within a reasonable period (2.8). Pass on Historic Consumption Data free of charge on request, to the consumer or a third party they nominate (2.9). Include the required content in every contract, or in a separate document until existing contracts are updated (2.10). Terms must not be unduly onerous (2.11) and prohibited terms must not be included or enforced (2.12). Domestic contracts must end by the dates in 2.13; consumer termination notice must be no longer than thirty Working Days (2.14). Do not tell consumers they owe termination fees, are in a fixed term, or are otherwise bound where that is not the case (2.16). For existing contracts, use reasonable endeavours to vary them into compliance (2.17), having regard to Ofgem's transitional guidance (2.18).
The condition in full
Reproduced from Ofgem’s Heat Network Authorisation Conditions decision, January 2026, Appendix 2.
Obligation to supply
2.1 Subject to paragraph 2.3, within a reasonable period of time after receiving a request from a Relevant Consumer for a supply of heating, cooling or hot water by means of a relevant heat network, where the authorised person is authorised or would be treated as authorised to supply heat network consumers by means of that relevant heat network, the authorised person must offer to supply that Relevant Consumer.
2.2 Subject to paragraph 2.3, the authorised person must supply the Relevant Consumer in accordance with a Supply Contract and any other requirements of the authorisation conditions.
Exceptions to authorised person's obligations to supply
2.3 The authorised person is not required to comply with the obligations set out in paragraphs 2.1 or 2.2 in any of the following circumstances:
2.3.1 the Relevant Consumer's premises are not connected to the applicable relevant heat network;
2.3.2 supplying the relevant heating, cooling or hot water by means of the applicable relevant heat network to the Relevant Consumer's premises would, or might, involve danger to the public and/or property, provided that the authorised person has taken all reasonable steps to prevent such danger from occurring;
2.3.3 it is not reasonable in all the circumstances of the case for the authorised person to supply the relevant heating, cooling or hot water to the Relevant Consumer's premises, provided that, if it is already supplying the relevant heating, cooling or hot water to those premises, it has given at least seven (7) Working Days' notice of its intention to stop doing so; or
2.3.4 the authorised person requires the Relevant Consumer to pay a Security Deposit and they do not do so, except if that deposit is in breach of any of the requirements of authorisation condition B9 (Security Deposits, Payment Difficulties, Disconnections and Direct Debits).
Notification of terms and provision of information
2.4 Before the authorised person enters into a Supply Contract that will apply to the supply of heating, cooling or hot water to a Relevant Consumer, the authorised person must bring the following information to the attention of the Relevant Consumer and ensure that the following information is communicated in plain and intelligible language:
2.4.1 a statement to the effect that the authorised person is seeking to enter into a legally binding arrangement with the Relevant Consumer in relation to the supply of heating, cooling or hot water; and
2.4.2 the Principal Terms of that Supply Contract, insofar as they relate to the supply of heating, cooling or hot water.
2.5 Each Supply Contract must:
2.5.1 be in Writing;
2.5.2 drafted in plain and intelligible language; and
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2.5.3 be set out in a single pack (consisting of one or more documents) and not incorporate any terms or conditions by reference to any Website or analogous resource.
2.6 Where the authorised person supplies a Relevant Consumer under a Supply Contract, the authorised person must provide that Relevant Consumer with a complete copy of the Supply Contract in a format that is accessible to the Relevant Consumer:
2.6.1 in Writing;
2.6.2 at the outset of the supply;
2.6.3 at any time a copy is requested by a Relevant Consumer within a reasonable period of time after receiving the request; and
2.6.4 when any changes to such Supply Contract are sent to the Relevant Consumer by the authorised person.
2.7 If the authorised person supplies heating, cooling or hot water to a Consumer under a deemed contract, it must take all reasonable steps to provide that Consumer with:
2.7.1 the Principal Terms of the deemed contract; and
2.7.2 notice that other Supply Contracts, with terms that may be different from the terms of deemed contracts, may be available and of how information about such Supply Contracts may be obtained.
2.8 If a person requests a copy of a deemed contract that the authorised person has available, the authorised person must provide it to that person free of charge within a reasonable period of time after receiving the request.
2.9 Where a Relevant Consumer requests the authorised person to pass on its Historic Consumption Data either to that Relevant Consumer or to any other person, the authorised person shall comply with that request free of charge as soon as reasonably practicable.
Terms and Conditions: General
2.10 The authorised person must include in each Supply Contract with a Relevant Consumer (or, until such time as any existing Supply Contract has been updated, in a separate document provided to the Consumer):
2.10.1 all terms and conditions for the supply of heating, cooling or hot water including the Principal Terms;
2.10.2 where applicable, a term separately identifying the Charges and the charges for any other good or service to be provided;
2.10.3 relevant Billing Information;
2.10.4 the identity and address and contact details of the authorised person. This must include various methods for Consumers to contact the authorised person including email, instant messaging, telephone or letter;
2.10.5 details of the authorised person's Complaints Handling Procedure;
2.10.6 details of services that will be provided by the authorised person directly or by any third parties, including operation, maintenance, metering, and billing services;
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2.10.7 where the services referred to in paragraph 2.10.6 are to be provided to the Relevant Consumer by multiple organisations, details of the breakdown of responsibility and which organisation will be responsible for providing the relevant service;
2.10.8 key performance indicators of the heat network, including network efficiency;
2.10.9 details of the means by which the Relevant Consumer can be provided with information on available tariffs and on changes to any Charges, including justifications;
2.10.10 information concerning the Relevant Consumer's rights as regards the means of dispute settlement available to them in the event of a dispute with the authorised person, including how dispute resolution procedures can be initiated;
2.10.11 where applicable, information on the availability of consumer advocacy from the Relevant Consumer Advice Body;
2.10.12 information on the source of thermal energy and the environmental impacts of the operation of the relevant heat network;
2.10.13 contact information, including where applicable Website addresses, for organisations from which information may be obtained on available energy efficiency improvement measures;
2.10.14 details of the process by which a Relevant Consumer may request Historic Consumption Data;
2.10.15 any other terms and conditions or requirements stated as required to be included in any Supply Contract with a Relevant Consumer in accordance with the authorisation conditions.
2.11 The authorised person must take all reasonable steps to ensure that the terms of each of its Supply Contracts with a Relevant Consumer are not unduly onerous.
2.12 The authorised person must not include, enforce or take advantage of, any term of a Supply Contract if:
2.12.1 the inclusion of that term is incompatible with the authorisation conditions; or
2.12.2 the enforcement or the taking advantage of that term would be so incompatible.
Term and Termination
2.13 In relation to any Supply Contract with a Domestic Consumer, the authorised person must include a term that provides that the contract will end, in relation to the premises to which it applies, by no later than:
2.13.1 if the Domestic Consumer has notified the authorised person at least two (2) Working Days before the date on which it stops owning or occupying the premises, that date; or
2.13.2 if the Domestic Consumer has stopped owning or occupying the premises without giving the authorised person such notification, the first to happen of the following:
(a) the end of the second Working Day after the Domestic Consumer has notified the
authorised person that they have stopped owning or occupying the premises; or
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(b) the date on which any other person begins to own or occupy the premises and
takes a supply of heating, cooling or hot water by means of the applicable
relevant heat network at those premises.
2.14 In relation to any Supply Contract, the authorised person must ensure that the notice period for termination by a Relevant Consumer is no longer than thirty (30) Working Days.
2.15 In relation to any deemed contract, the authorised person must ensure that:
2.15.1 where a Consumer intends to be supplied with heating, cooling or hot water under an agreed Supply Contract, the deemed contract will continue to have effect until the authorised person begins to supply such heating, cooling or hot water under such Supply Contract and no form of notice is required before a Consumer is able to enter into a Supply Contract in place of the deemed contract; and
2.15.2 the deemed contract does not provide for any fixed term period or any termination fee to be payable by the Consumer.
2.16 The authorised person must not, and must ensure that its staff and any Representative do not, inform any Consumer that they are required to pay any termination fee, are subject to a fixed term period, or are required to give any form of notice before they are able to enter into a Supply Contract in place of the deemed contract.
Transitional Arrangements
2.17 Where the authorised person supplies a Relevant Consumer pursuant to an existing Supply Contract, the authorised person must:
2.17.1 use reasonable endeavours to vary the Supply Contract, so that it meets the requirements imposed by this authorisation condition in relation to its terms; and
2.17.2 act, wherever appropriate, in its dealings with any Relevant Consumer as if the Supply Contract, did meet the requirements imposed by this authorisation condition in relation to its terms.
2.18 The Authority shall publish guidance on transitional arrangements relating to existing Supply Contracts with Relevant Consumers.
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Does this apply to you?
Section B applies where heat is supplied to domestic consumers. If every consumer on your network is non-domestic, this condition does not apply. The registration checker works out your full set in a few questions. Registration closes on 26 January 2027.