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NETWORK / 24 / APRIL 2018 B oth the UK and Scottish Gov- ernments have highlighted the important role that heat networks will play in the transition to a low- carbon energy system, with the Clean Growth Strategy stating that they could provide between 17-24 per cent of the UK's heat demand. Dedicated funding schemes have been developed to support new and existing heat networks by both governments and the sector is growing. But improving customer experiences and ensuring that service standards are met is cru - cial to continuing that growth and attracting investment for heat networks. When developing heat networks, there has been a tendency to focus more on the size of networks and the tech - nology used, with the customer experience generally considered towards the end of completing the build. However, the end customer experience is shaped by decisions taken during tech - nical design and therefore, the customer experience must be factored in from the outset. Customer service standards must be treated as a strategic priority. It is in the interests of the entire sector that consumers have confidence in their heating supply. The industry simply will not grow without the buy-in of those living on heat networks. Heat Trust was created specifically to address cus - tomer service standards in the heat network market and the organisations that register with the scheme are leading the way in ensuring that district and communal heating is part of a customer-centric, low-carbon future. The scheme, which was launched in 2015 and covers 52 heat networks and more than 33,000 customers, is already having a significant impact on raising standards. In December 2017, a Depart - ment for Business, Energy & In- dustrial Strategy study into heat networks found that customers living on Heat Trust-registered networks received more com- prehensive billing information, and service interruptions were rectified quicker than on sites HEAT NET WORKS As one of the first UK local authorities to establish its own energy company for local benefit, Enfield Council's plan for Energetik to provide better value, low carbon heat and "revolutionise the local energy market" is now underway. The first two of Energetik's community heat networks at Arnos Grove and Ponders End went into operation in 2017. Energetik's customer base will grow to over 15,000 connections as these networks expand and two additional heat networks at Meridian Water and Oakwood go live. Energetik's largest heat network at Meridian Water will supply over 10,000 homes. Enfield Council started to recognise the significant benefits that a council-owned energy company could bring to the borough from early feasibility work back in 2011. It decided to take action and establish a council-owned energy company to own, operate and maintain heat networks in Enfield. Since then, a team of industry specialists has been recruited and Energetik was incorporated as a private limited company with Enfield Council as its sole shareholder. Innovative financing was secured by obtaining back- to-back funding from the European Investment Bank and the London Energy Efficiency Fund. In January 2017 the council made the decision to invest £58 million in the company's 40-year business plan. Energetik will supply Enfield's flagship Meridian Water regeneration scheme, using the very low-carbon heat created as a by-product from the North London Waste Authority's new Energy Recovery Facility. Energetik's other three heat networks are too far away to physically connect to the Energy Recovery Facility at this stage, instead using a combination of high-efficiency gas boilers and combined heat and power (CHP) to deliver low carbon heating and hot water. These energy centres can efficiently adapt to demand as the number of connected properties increases. Jayne Clare, Energetik's managing director, said: "We're trying to be a different kind of heat network provider, not only in the way our business is structured but also in the way we treat our customers. Being owned by the council means that we can concentrate on long-term benefits rather than short-term profit gain, so we are investing in higher specification equipment than what's usual for the UK market. In turn this ensures our customers get a reliable service, and the council ultimately owns this flexible and adaptable energy infrastructure." E N E R G E T I K : E N F I E L D ' S M U N I C I PA L LY O W N E D E N E R GY C O M PA N Y A pivotal year for the heat network sector Bindi Patel, head of scheme at Heat Trust, explains why meeting customer service standards is business critical to the heat network sector's future.