From January 2026, new rules came into effect for Heat Networks. Transform Housing & Support operates 15 Heat Networks and is classed as a regulated energy supplier.
Ofgem is now responsible for regulating Heat Networks, and clients (residents) can contact the Energy Ombudsman if they need independent help to resolve a complaint.
What is a Heat Network?
A Heat Network is a system that provides heating and hot water from one central source, instead of each flat having its own boiler or heating system.
At Transform, our Heat Networks use a shared gas boiler to provide heating and hot water to self-contained flats.
A self-contained flat is a flat with its own kitchen and bathroom. Some of our other properties also use shared heating systems, but where residents share kitchen or bathroom facilities these are generally not covered by the Heat Network regulations.
Where are Transform’s Heat Networks?
Our Heat Networks are located at:
- Maycroft, Reigate;
- John Pound House, Crawley;
- The Crescent, Woking;
- Eversleigh House, Addlestone;
- 10/12 Throwley Way, Sutton;
- Emmot House, Reigate;
- Wimbourne House, Crawley;
- Brunel House, Wallington;
- Camperdown, Wallington;
- Greyhound Road, Sutton;
- Headley House, Epsom;
- The Mount, Woking;
- Myers House, Reigate;
- Dommet House, Staines;
- Temple House, London Road, Redhill.
What is Transform responsible for?
Under the regulations, Transform acts as both a “Supplier” and an “Operator”.
As a 'Supplier' we:
- supply heating and hot water through the communal system
- arrange the purchase of gas and electricity
- charge residents for energy costs through service charges
We currently buy energy through Optima Energy Services, who help us secure value for money and check energy usage. Our current energy suppliers are Corona Energy and EDF Energy.
As an 'Operator' we:
- run and maintain communal heating and hot water systems;
- arrange servicing and repairs;
- make sure systems are safe and working properly.
Our heating systems are maintained by SureServe and JB Combustion, who are both Gas Safe registered contractors.
What do the regulations mean for Transform clients?
The regulations set standards for Heat Network providers. These include:
- providing good customer service;
- dealing with heating and hot water problems quickly;
- making bills clear and easy to understand;
- charging residents fairly.
Contacting Transform
We recommend contacting Transform first if you have any questions/problems (unless you smell gas, in which case immediately call 0800 111 999).
Heating or hot water problems
If your heating or hot water is not working, contact the Asset Management Team:
- Email: repairs@transformhousing.org.uk
- Phone: 01489 866720 or 0800 389 5224
Questions about service charges or energy costs
Contact the Finance Team:
- Email: financeteam@transformhousing.org.uk
- Phone: 01372 387100
If you smell gas
Call the National Gas Emergency Service immediately on:
- 0800 111 999
Making a complaint
If you are unhappy with how long it has taken to resolve a heating or hot water issue, or with charges for gas, electricity, heating or hot water, contact the Complaints Team:
- Through the online complaints form;
- By email: complaintsteam@transformhousing.org.uk;
- By phone: 01372 387100.
Or you can also write to us at:
Transform Housing & Support
Bradmere House
Brook Way
Leatherhead
Surrey
KT22 7NA
External support and advice
Ofgem
Ofgem regulates Heat Networks in Great Britain. Their role is to protect energy consumers and make sure suppliers provide:
- good customer service.
- reliable services.
- clear billing information.
- fair pricing.
Energy Ombudsman
The Energy Ombudsman offers a free and independent service to help resolve disputes between residents and energy suppliers. Transform is registered with the Energy Ombudsman.
Citizens Advice
Citizens Advice can provide support and advice about Heat Networks, energy issues and complaints, including help with contacting the Energy Ombudsman.
