All registered participants must have a record of priority services for clients who require additional communication assistance (e.g. B visually impaired). Eligible customers can apply to be included in the registry. Heat Trust also requires registered participants to keep a record of Vulcan customers and offer certain additional services to those customers. Customers at risk are those customers who are significantly less able to protect themselves or their interests in the energy market and/or who are significantly more likely to suffer inconvenience than a typical thermal customer. This is the same definition used by Ofgem, the regulatory authority for gas and electricity companies. Research your heat supply before you move into the house to get the best deal for you. If your heating or hot water supply has been interrupted without warning, your heat supplier must restore power within 24 hours. If the supply has not been restored after 24 hours, you may be entitled to a payment of £30 for each additional 24-hour period without delivery. There is a cap on payments. This publication is www.gov.uk/government/publications/heat-networks-advice-for-customers-and-the-industry/heat-networks-advice-for-customers all registered participants must provide a client information package. You should have received them from your heat supplier when moving into the property. If you are moving into a rented property, you may need to contact the heat supplier to request a customer information package.

Any heat supply contract between you and us is attached to the rental agreement. . . .

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