A warm welcome to first customers in London and Scotland

We’re delighted to kick off 2025 with significant milestones as our heat networks in both Scotland and London become operational and we welcome our first customers to their new homes.

In London, residents have begun moving into Brent Cross Town, a transformative development by Related Argent and Barnet Council. This state-of-the-art heat network is set to become one of the largest in the UK, eventually supplying low carbon heating and cooling to over 6,700 homes, along with retail, commercial, and office spaces. With hundreds more customers expected to join by the end of the year, Brent Cross Town is committed to being net zero carbon by 2030.

Meanwhile, the MEL heat network in Midlothian, Scotland has welcomed its first customers at Cala Homes’ Craighall Village. The MEL heat network is part of a 50/50 co-investment partnership between Vattenfall and Midlothian Council (Midlothian Energy Limited, or MEL for short). The MEL heat network supports local net zero goals and will eventually provide low carbon heating to the equivalent of over 3,000 homes at new town development, Shawfair by master developer Shawfair LLP. As developments within the new Shawfair town progress, we look forward to connecting more households and providing a reliable, hassle-free heating and hot water service to our customers.  

Our commitment to excellent service 

We are committed to ensuring that our customers have reliable heating and hot water when they need it. Our integrated and inclusive service delivers reliable heating and hot water to our customers at a cost that is fair.  

Our service values underpin our activities across our business, from front-line customer operations to the delivery and operations teams who run our heat networks.

We are fair 
Everything we say is written in plain English. We don’t use jargon, so our customers always know what’s going on. Our pricing structure is transparent, which means no important details are hidden, and we keep our promises.

We are proactive 
We make sure that our customers have the right information at the right time. We monitor our heat network to make sure it’s running efficiently, and so we can anticipate issues even before they occur. And we’re always there when our customers need us.

We are accountable 
At every step, we consider our customers’ experience to ensure we deliver value for money. We operate compliantly and protect our customers through our Guaranteed Standards of Service and registration with Heat Trust.

As we continue to grow, we remain focused on delivering low carbon heat solutions that benefit our customers and support the UK’s journey toward net zero. 

If you’d like to learn more about our service to our customers, visit here: Our customer promise - Vattenfall Heat UK