Heat networks
A heat network (sometimes called communal or district heating) is a shared system that provides heating and hot water to multiple homes from a central source.
If your home is connected to a heat network:
You don’t have an individual gas boiler or electric heaters
Your heating and hot water are supplied centrally
We’ll manage the system and your supply
If you live on a VIVID heat network:
We’re responsible for managing your heat network service and customer relationship. Depending on the scheme, some operational services may be delivered by organisations working on our behalf.
You may pay through:
- A bill from a supplier operating for us- A pay‑as‑you‑go system from a supplier operating for us
- Your service charge
You cannot switch supplier, as the system is shared
We are responsible for:
Providing a reliable supply of heating and hot water
Managing the system safely
Treating customers fairly under the new heat regulations
Depending on how a heat network is operated, some services may be delivered by us and others by organisations working on our behalf. You should always contact us first, and we’ll ensure enquiries are directed appropriately.
Heat networks are now regulated, which means you have stronger rights.
You can expect:
A clear and fair complaints process
Time limits for resolving issues
The right to take complaints outside VIVID if needed
Extra support if you’re vulnerable
If you lose heating or hot water, contact us immediately. We’ll investigate and restore service as quickly as possible. A repair issue is not automatically a formal complaint unless you remain dissatisfied after we have had an opportunity to resolve the issue.
If something goes wrong, start by following these 3 steps.
Step 1: Contact us
We’re your first point of contact. We’ll always try to resolve your issue as quickly as possible.
You can contact us about:
Loss of heating or hot water
Billing or charges
Service issues
Step 2: Raise a complaint
If we can’t resolve things straight away, your concern will be recorded as a formal complaint.
We will:
Investigate your complaint
Keep you updated
Aim to resolve it within 8 weeks
Step 3: Independent review (Energy Ombudsman)
If your complaint is not resolved:
After 8 weeks, or
If we send you a deadlock letter (a letter explaining that we have been unable to reach agreement)
You can take your complaint to the Energy Ombudsman.
The Energy Ombudsman is independent and can:
Review your complaint fairly
Ask us to put things right
Award compensation if appropriate
Citizens Advice offers free, independent help.
They can:
Explain your rights
Help you understand your bill
Support you with complaints
Help if you’re struggling to pay
Call: 0808 223 1133 (free, Mon–Fri 9am–5pm)
https://www.citizensadvice.org.uk
We’re committed to supporting customers who may need extra help.
You may be eligible if you:
Are of pensionable age and may require additional support
Have a disability or long-term health condition
Have young children
Are in financial difficulty
We may:
Add you to our Heat Networks Priority Services Register (PSR)
Offer additional support and tailored communication
Organisation | What they do |
VIVID | Your heat supplier and first point of contact |
Citizens Advice | Free advice and support |
Energy Ombudsman | Resolves complaints independently |
Ofgem | Regulates heat networks (does not handle individual complaints) |
Our commitment to you
We will:
Provide a safe and reliable heat supply
Treat you fairly
Resolve complaints promptly
Clearly explain your rights and options
Support customers who need extra help
All the homes at the locations listed below are on a heat network. You can contact us if you’re unsure if this applies to you.
7A-D Outram Road | Abbey Court |
Bishopswood Court | Blenheim House |
Brammall Place (West East South Wings) | Buttermere |
Campbell Place | Cann Lilly |
Elizabeth House | Empire View & Gantry Court |
Fernhill & Rowan Court | Fernhouse Lodge |
Gregory House | Hedge Croft |
Holywell Close | Howden |
Kentmere | Laburnum House |
Lilly Court | Maunsell House |
Place Court | Pudbrook House |
Randal View & Lion Court | Robbard House |
Rose Hudson Court | Southdown View |
St Johns Court | Stuart Jones House |
Sturgess Court | Surrey Court |
Sutherlands Court | Wickham Court |
William Hitchcock House | York House |
No, heat networks operate as a communal system, and all connected homes receive heat from the same source. Customers are therefore unable to switch supplier in the same way as gas or electricity customers.
This depends on your home and setup. You may pay through:
A bill from a VIVID supplier working for us
A pay-as-you-go system from a VIVID supplier working for us
Your VIVID service charge
If you’re unsure, we can help explain how your charges work.
Start by contacting us so we can try to resolve the issue. If it can’t be resolved straight away, we’ll log it as a formal complaint and investigate it fully.
We aim to resolve complaints as quickly as possible and within 8 weeks. If it takes longer, you can take your complaint to the Energy Ombudsman.
The Energy Ombudsman is an independent organisation that reviews complaints if we’re unable to resolve them.
They can:
Review your case fairly
Ask us to put things right
Award compensation or other remedies where appropriate
Their service is free to use.
As there are a Housing Ombudsman and an Energy Ombudsman, with distinct and different aims, objectives, reporting and customer focus, we have a different complaint process for Heat Networks.
If you’re on a VIVID Heat Network, all unresolved heat related complaints must be passed to the Energy Ombudsman. If you need any assistance with this, Citizens Advice have a dedicated team to explain and assist you.
Heat networks are regulated by Ofgem, who make sure suppliers like VIVID operate fairly and safely.
Ofgem does not handle individual complaints — these should be raised with us first or the Energy Ombudsman if needed.
If you don’t have your own gas boiler or electric heaters and receive heating or hot water from a communal system, you’re likely on a heat network.
If you’re unsure, contact us and we’ll check for you.
If you're on a Heat Network , it means VIVID are your energy supplier. If you have an issue and we can’t resolve things straight away, your concern will be recorded as a formal complaint.
We will:
Investigate your complaint
Keep you updated
Aim to resolve it within 8 weeks
Once raised, you can view your Heat Network complaint in your online account and will look similar to this:
You'll be able to message your Heat Network complaint handler direct and upload any documents that may help.
Independent review (Energy Ombudsman)
If your complaint is not resolved:
After 8 weeks, or
If we send you a deadlock letter (a letter explaining that we have been unable to reach agreement)
You can take your complaint to the Energy Ombudsman.
The Energy Ombudsman is independent and can:
Review your complaint fairly
Ask us to put things right
Award compensation if appropriate
