Building confidence in heat networks: a visit from Scotland’s advice agencies

We recently welcomed two of Scotland’s best-known consumer advice agencies – Advice Direct Scotland and Citizens Advice Scotland – to our MEL energy centre in Midlothian, Scotland. Both organisations play a vital role in offering free, independent and confidential advice to ensure people understand their rights, avoid disadvantage, and have their voices heard.

These agencies are at the forefront of supporting heat network customers across Scotland – something increasingly important as this technology is still relatively new to many households. While their teams regularly engage with customers, this was their first chance to explore a live site and see for themselves the infrastructure, investment and collaboration involved in delivering reliable, low carbon heat.

We are proud that their first impression came from Midlothian Energy Limited (MEL) – our joint venture with Midlothian Council. Once fully operational, the MEL heat network will supply low carbon heating to over 3,500 homes in Midlothian.

During the visit, colleagues at the energy centre led a tour of the facilities, showcasing the all-inclusive service our heat network customers benefit from. Unlike traditional heating systems, customers don’t face additional costs for repairs or annual servicing. Later, our customer experience team hosted discussions in our Edinburgh office on consumer trends and upcoming regulation, underlining our commitment to keeping customers at the heart of everything we do.

Our committment to ensure our customers receive the best care and service is further underpinned by our decision to voluntarily register our heat networks with Heat Trust – the independent body providing consumer protection for heat network users. This commitment ensures high standards of service at a time when industry-wide regulation is still emerging. Find out more about our Heat Trust registration here.

Feedback from the visit was overwhelmingly positive. Jillian Edmund, Energy Project Lead at Advice Direct Scotland, shared her reflections:

“It was incredibly valuable to see the site up close and witness the scale and ambition of the MEL energy centre. Projects like this have the potential to reshape how communities across Scotland access sustainable heating. It’s inspiring to see such forward-thinking collaboration between local government and industry.

“For those of us working to help consumers, understanding the infrastructure behind heat networks is crucial. It allows us to better support people and ensure their voices are heard as these systems are rolled out. The visit gave us a real sense of the possibilities ahead and the importance of making sure no one is left behind in the transition to greener energy.”

We greatly value the role that consumer advice agencies play in representing customers and strengthening trust in this growing sector. Collaborations like this are key to ensuring heat networks deliver both environmental benefits and excellent customer outcomes.

To learn more about our customer offer, visit our website.

The visit was also featured in the local press – read more in the Midlothian View.