Welcome to Heat Networks With Chirpy Heat, where we explore the challenges and opportunities of running sustainable, reliable, and compliant heat networks in social housing. Hosted by the team at Chirpy Heat – an independent specialist supporting housing providers – this podcast offers practical, impartial guidance on compliance, performance, and governance.
Episode features expert insights, real-world case studies, and actionable advice to help housing organisations manage risk, improve outcomes for residents, and move toward affordable, low-carbon heat. Whether you’re a housing professional, engineer, or policy enthusiast, join us as we share solutions that are realistic, deliverable, and focused on the communities they serve.
Tune in and discover how we’re making heat networks work better – for organisations, residents, and the environment.
The Skills Behind Better Heat Networks with Chirpy Heat's Harriette Voce
Heat networks are expected to play a major role in the UK's journey to net zero, but can they deliver low-carbon, affordable and reliable heating without the right skills in place?
In this episode of Heat Networks with Chirpy Heat, Harriette Voce, Senior Heat Network Consultant at Chirpy Heat, discusses the heat network skills gap and why training is becoming increasingly important for housing providers.
She explores how years of limited regulation have contributed to knowledge gaps across the sector, why heat network management is rarely the responsibility of a single team, and how housing associations and local authorities can build the confidence needed to navigate the evolving regulatory landscape.
Harriette also introduces Chirpy Heat's expanded training programme, including nine new specialist modules covering topics such as Ofgem registration and reporting, customer communications, fair pricing, contracts and operations, technical performance, and strategic management.
Most importantly, the conversation highlights why training is about much more than compliance. By improving knowledge across organisations, housing providers can make better decisions, improve network performance, strengthen customer communications and ultimately deliver better outcomes for residents.
🔍 What You'll Learn
Why the heat network skills gap matters for housing providers
How better knowledge can improve consumer outcomes
The impact of heat network regulation on housing organisations
Why heat network management requires input from multiple teams
What Ofgem registration and reporting involves
How customer communications fit into compliance and service delivery
What "fair pricing" means under the new regulatory framework
How Chirpy Heat's training programme supports housing providers
The skills needed to deliver reliable, affordable and low-carbon heating for residents
⏱️Timestamps
00:00 Introduction
00:35 Why the heat network skills gap matters
02:20 How regulation is changing the sector
04:28 Chirpy Heat's approach to training
05:33 New specialist training modules explained
06:06 Customer communications and organisational skills planning
07:38 Technical performance, leadership engagement and compliance
08:25 Understanding fair pricing requirements
09:04 Contracts, procurement and contractor management
09:50 Managing externally operated heat networks
10:14 Why Ofgem registration and reporting should be a priority
11:32 Training as part of a wider compliance journey
12:31 Building confidence and turning knowledge into action
14:43 Feedback from training participants
16:24 How to find out more about Chirpy Heat training
17:47 Final thoughts
🔗 Explore heat network training with Chirpy Heat: https://chirpyheat.com/training
🎧 Subscribe to Heat Networks with Chirpy Heat for practical insights, expert guidance and the latest developments in heat network management, compliance and consumer protection.
20 Jul 2026
From “We Didn’t Know What We Didn’t Know” to Regulation Ready, with Sarah Cole, Clarion Housing Group
What does it take to get one of the UK's largest heat network portfolios ready for regulation?
In this episode of Heat Networks with Chirpy Heat, we are joined by Sarah Cole, Senior Operations Manager at Clarion Housing Group, to discuss Clarion's journey from limited visibility of its heat network portfolio to building a structured, organisation-wide approach to compliance and regulation readiness.
Managing 160 heat networks serving around 8,000 customers, Clarion has spent the last few years developing its understanding of heat networks, improving data quality, strengthening customer arrangements and preparing for Ofgem regulation. Sarah shares the challenges, turning points and practical lessons that have helped shape that journey.
From gaining senior leadership buy-in and carrying out compliance planning, to improving frontline processes, developing heat supply agreements and learning from peers across the sector, this episode is packed with valuable insights for housing providers at every stage of their own regulation readiness journey.
As Sarah puts it:
"The biggest issue was that we didn't know what we didn't know."
In this episode
01:00 – Sarah introduces herself, her role and Clarion's heat network portfolio02:10 – Why Clarion set up a dedicated heat metering and billing team in 202003:20 – The challenge of understanding heat network data and identifying compliance gaps04:20 – Key turning points on the journey to regulation readiness05:15 – Securing senior leadership buy-in and building organisational support06:45 – Understanding data, customer arrangements and compliance requirements07:35 – Why Clarion prioritised updating heat supply agreements early09:30 – Building a successful partnership with Chirpy Heat12:50 – Practical approaches to portfolio-wide compliance planning14:00 – Lessons learned from Energy Bill Discount Scheme registration16:30 – Regulation readiness reviews, compliance planning and data improvement17:20 – Supporting frontline teams with better heat network visibility and processes19:10 – Preparing for reporting requirements and improving data quality20:35 – Balancing compliance, efficiency, decarbonisation and budget pressures21:40 – Heat Network Efficiency Studies and using insights across the organisation24:25 – Reflecting on the progress Clarion has made since 202026:25 – Sarah's top advice for housing providers preparing for regulation
🔗 Explore further
Find more information about the episode in our latest blog.
Ready to start your own regulation readiness journey?
Whether you're just beginning to assess your heat network portfolio or looking to strengthen your compliance plans, Chirpy Heat can help.
📧 client.relationships@chirpyheat.com📞 0203 8272 064
Subscribe to Heat Networks with Chirpy Heat for more practical guidance, expert insights and real-world experiences from housing providers navigating heat network regulation.
24 Jun 2026
What it really takes to get Ofgem heat network registration right, with Chirpy Heat’s Sam Lawrenson
Ofgem heat network registration might sound like a simple compliance exercise, but as many housing providers are discovering, the reality is far more complex.
In this episode of Heat Networks with Chirpy Heat, we’re joined by Sam Lawrenson to unpack what’s really involved in getting registration right. Drawing on hands-on experience supporting housing associations and local authorities, Sam shares the insights you won’t find in official guidance, covering the organisational, governance, and data challenges that can slow progress or create risk.
Whether you’re just starting to think about registration or already gathering your data, this episode will help you understand where the real effort lies—and how to avoid common pitfalls.
🔍 What you’ll learn
Why Ofgem registration is more than just data submission
The hidden blockers that can delay progress early on
What SMRI requirements mean in practice
Why data confidence matters before submission
How to approach registration as a structured, organisation-wide process
⏱️ Timestamps
00:00 – IntroductionOverview of the podcast and today’s focus on Ofgem registration
01:15 – What is Ofgem heat network registration?Understanding the regulatory context and requirements
03:30 – Why registration is more complex than it seemsMoving beyond the idea of a simple submission process
05:00 – Step 1: Identifying your regulatory contactWhy this role is critical—and often a blocker
07:00 – Step 2 and 3: Organisation details and SMRI declarationGovernance, senior responsibility, and “fit and proper” requirements
11:30 – Step 4: Data collection and validationWhy data gaps are common and how to approach them
14:00 – Step 5: Deadlines and timelinesWhy starting early is essential
15:30 – How Chirpy Heat can helpOverview of support services across the registration journey
21:30 – Common challenges and misconceptionsWhere housing providers typically get stuck
27:00 – Final thoughts and key takeawaysWhat to focus on next
🔗 Explore further
Find more information about the episode in our latest blog.
📩 Need support?
Chirpy Heat supports housing providers at every stage of Ofgem registration, from early planning through to submission.
👉 Register your interest in our Ofgem registration service to find out how we can help you get it right, first time.
Or email: client.relationships@chirpyheat.com
19 May 2026
Fair Pricing in Focus with Charlotte Witso, Head of Heat Networks Policy at Citizens Advice
In this episode of Heat Networks with Chirpy Heat, we’re joined by Charlotte Witso, Head of Heat Networks Policy at Citizens Advice, to explore one of the most important and evolving areas in the sector: fair pricing.
With new consumer protection regulations now in force, this conversation is packed with practical insight for housing providers looking to ensure their tariffs, billing and communications are transparent, compliant and customer-focused.
💡 What we cover in this episode
What the new heat network regulations mean for fair pricing in practice
Why fairness isn’t a fixed number, but a principle of being “fair and not disproportionate”
The real challenges housing providers face balancing cost recovery with rising energy prices
How to improve customer trust through clear communication and transparency
The importance of working with Citizens Advice to support residents effectively
Why Charlotte hopes to see more prescriptive pricing rules in future
Lessons from Norway, and how good heat networks can be for customers when done well
🤝 Working with Citizens Advice
Charlotte highlights the critical role Citizens Advice plays as the statutory consumer advocate and encourages housing providers to actively signpost residents:
“We encourage all heat network providers to signpost to our services… it’s really important to have that impartial advice.”
How to signpost:
Include Citizens Advice details on bills and customer communications
Direct residents to support when they have billing concerns or complaints
Ensure third-party billing providers also include this information
📞 Citizens Advice Consumer Helpline: 0808 223 1133
🌐 Website: http://citizensadvice.org.uk/heat-networks
⚖️ Why fair pricing matters
As discussed in the episode, customers don’t need to understand every technical detail—they simply want to know:
“What am I paying, and is it fair?”
Failing to answer that clearly can lead to confusion, complaints and mistrust. Fair pricing, supported by clear communication, is key to building confidence in heat networks, especially as the sector grows.
🔍Correction note
In this episode government targets for heat networks are discussed: The government’s aim is for heat provided by heat networks to increase from 3% to 20% by 2050. This will be a transition from 500,000 HN customers to 5 million.
📖 Related reading
👉 Read our blog: Unlocking Fair Pricing for Heat Networks
If you’d like support reviewing your tariffs, improving transparency or preparing for regulation, get in touch:📩 client.relationships@chirpyheat.com
28 Apr 2026
Heat Network Priorities for 2026–27: Preparing Now for Lasting Compliance, with Chirpy Heat's Millie Hurault
Millie Hurault from Chirpy Heat talks about what housing providers need to prioritise for 2026–27, from Ofgem registration to new data reporting requirements. Clear, practical advice to help you get organised and avoid feeling overwhelmed.
17 Mar 2026
Chirpy Heat Director, Will Routh, Talks B Corp and Measuring Positive Impact
In this episode, Chirpy Heat Director and Co-Founder, Will Routh, talks about Chirpy Heat’s B Corp journey – and the opportunity it has provided for a sharpened focus on internal and external areas of positive impact. Will also talks about his experience running a portfolio of heat networks and in the social housing sector and how that fed into the creation of Chirpy Heat.
13 Feb 2026
Heat Network Complaints and Compliance with Jon Lenton, Regulatory Director at the Energy Ombudsman
In this episode, we’re joined by Jonathan Lenton, Regulatory Director at the Energy Ombudsman, to discuss the new dispute resolution regime for heat networks in social housing, which started on 1st April 2025.
We explore what has changed for housing providers, why the changes were introduced, and the practical steps operators need to take to stay compliant. Jon shares insights on registering with the Energy Ombudsman, the benefits for both consumers and heat networks, and common challenges providers face in meeting new complaints, billing, and consumer protection requirements.
21 Jan 2026
Heat Network Compliance – Where to Begin and How to Build Momentum
Chirpy Heat’s Director of Delivery, Josh Davis, explains how housing providers can begin their heat network compliance journey by breaking it into four stages: understanding and planning, reviewing portfolios and data, assessing policies and processes, and aligning tariffs with regulations. With new rules starting 27th January, the key message is to start early and build strong data foundations for Ofgem reporting in Spring 2026.
3 Dec 2025
Meet Chirpy Heat's New Managing Director, Ben Guest
Ben Guest, the new managing director of Chirpy Heat, discusses his extensive background in the energy sector and his first 10 weeks at Chirpy Heat. He reflects on seeing businesses through stages of rapid growth and the housing sector's challenges navigating new regulations. Ben also chats about what he likes to do outside of work and a very unique Christmas tradition.
27 Oct 2025
Optimising Your Heat Network
In this conversation with Chirpy Heat Director of Client Relationships, Chris D'Arcy, we discuss how optimising a heat network could save housing providers significant sums, the kinds of issues bringing efficiency down and the benefits of bringing efficiency up.
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