Heat networks

bpha is the gas supplier for heat and hot water for customers who are part of a heat network.

As bpha is the supplier of your heating and hot water, you will not be able to choose a supplier yourself. We buy the gas that produces your heat and hot water from the open market, always aiming to secure the best rates available for our customers.

bpha customers whose homes are on a heat network and have individual meters installed within their property, are on a metered heat network. The meter measures the amount of gas you use in your property, which means you are billed using accurate meter readings for your own personal consumption. You will be billed by our metering and billing agent, Switch2, for your personal heat and hot water charges.

If you do not have your own meter installed, you are on a non-metered heat network. The overall gas costs relating to heat and hot water for your block are split between all customers and billed through your bpha rent and charges account as a personal charge.

If you are within a scheme or building where there are heated communal areas, we will also set a communal heating and or hot water charge. All communal heating costs are split between all customers and billed through your rent and charges account as a service charge.

Metered heat networks

When you move into your home, you will receive a welcome pack from Switch2 that will explain how you can pay your bills. Payment options include Direct Debit, post office payments, or online payments. If you have any concerns about your account, consumption, or billing, you can speak to an experienced member of staff at Switch2 to discuss this.

You will also have the option to manage your Switch2 account via their online portal - this includes viewing your meter reads, reviewing your bills and making payments.

Non-metered heat networks

When you move into your home, you will receive a letter from bpha, along with information about your rent and charges, this will also include any charges relating to your heating payments.

As your gas supplier, bpha is responsible for setting your tariffs, with the help of Switch2. We aim to review your heat and hot water tariff annually, which includes both a heat charge and a standing charge.

We calculate the heat charge by considering our gas costs at your scheme or building, as well as the efficiency of the boilers and any heat lost through the network.

The standing charge includes both the standing charge we are billed by our own heat provider, as well as our contract costs for Switch2 to administer the metering and billing services.

Non-metered heat networks:

We calculate the heat charge by looking at expected gas usage and our contracted costs with the supplier costs at your scheme or building. We then split this charge between all customers.

If the heat network also provides communal heating and or hot water, we will split the usage between personal and communal. This varies but generally it is 70% of the cost for personal heating to your individual home and 30% for communal heating of your scheme or building.

We regularly check and service all heat networks to make sure they are safe and run efficiently.

Planned preventative maintenance visits are scheduled four times a year by our appointed contractor.

We are told about any faults identified by our appointed contractor, and any faults left unrectified during the contractors visit will be raised for a repair or replacement. Target timeframes for this are:

• Urgent works – seven days
• Non-urgent works – 28 days
• Planned works – 12 months.

Our appointed contractor will aim to respond to call outs with a loss of service to a building within four hours.

If there is a loss of service over 24 hours, temporary measures will be arranged by us or our appointed contractor, such as hot water units and/or heaters until the issue has been fixed.

bpha has a Priority Services Register. This allows us to give extra support to customers who may need it. If you are on the Priority Services Register, you can get extra support with, but not limited to:

• Faster response times if your heating breaks down
• Extra support and advice with your heat and hot water bills
• Information in a format that works best for you (for example, larger print).

If you would like to know more about our Priority Services Register, or find out how you can apply, please get in touch using the button below.

If you are on our Priority Services Register, and you are on a metered heat network, we may ask your permission to share this information with Switch2. This is so they can add you to their Priority Services Register.

New regulations are being implemented throughout 2026, with a focus on consumer protection and heat network management. Ofgem is the regulator - it focuses on transparency for end users. The regulations will make sure that heat network operators are authorised, customer advocacy services are available, and technical standards are in place. 

The new regulation aims for fair pricing, reliable supply, transparency and protections for vulnerable consumers, aligning with standard gas and electricity markets.

Heat network suppliers must register with Ofgem, the energy regulator, by January 2027. bpha is registered with the Office for Product Safety and Standards (OPSS) and Department of Energy, Security and Net Zero (DESNZ) as a heat network supplier and operator, and we’re progressing our registration with Ofgem now.

Citizens Advice became the statutory advocate for heat network consumers from April 2025.

The Government has appointed the Energy Ombudsman as the independent ombudsman for heat network consumers from April 2025. If you have a complaint relating to your heat supply, please contact us.

Once we have investigated your complaint and responded to you, if you’re not satisfied with the outcome after 8 weeks, you have the option to ask the Energy Ombudsman to look into your case.

• Turning your room thermostat down by 1 degree could save up to 10% on your heating bill
• Use your heating controls (e.g. thermostat) effectively, and only heat your home and water when you need to
• Use 30°C settings and try to run full loads in dishwashers and washing machines.
• Keep window coverings open in the day for natural light, and closed at night to retain heat.