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Understanding your heat network

Your guide to fair, reliable, and efficient home heating

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What is a heat network?

A heat network supplies heating and hot water to multiple homes and buildings from a central energy source. Instead of every home having its own boiler, heat is distributed through insulated pipes, making the system: 

  • More efficient.
  • Better for the environment.
  • And often more affordable in the long term.

Who’s responsible? 

Several organisations work together to manage your heat network and support you as a Customer: 

  • Places for People (PfP): who ensure your home receives heating and hot water. We do not make a profit from the heat network. 
  • RMG: The managing agent responsible for overseeing the maintenance and performance of the heat network. 
  • Insite Energy: The meter and billing company that ensures you’re billed fairly based on your actual usage. 

Each organisation plays a key role in delivering a smooth, transparent service. 

How the heat network works 

Here’s how the system delivers heat to your home: 

1. Heat is generated at a central plant using gas. 

2. It travels through insulated pipes to each home. 

3. Your Heat Interface Unit (HIU) allows you to use heating and hot water just like in any other home. 

4. Your usage is tracked by a meter, and you’re billed based on what you use. 

5. Routine servicing, repairs and system upgrades are handled centrally to reduce disruption and keep standards high. 

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Why can’t I switch suppliers? 

Unlike electricity or gas, heat networks are closed systems. There’s only one supplier per network - which means: 

  • A more streamlined system.
  • Shared efficiencies for all homes.
  • No service disruption from switching.
  • More control over pricing and maintenance.

To make sure you always get the best value, we regularly review our energy supply contracts through a competitive process. 

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What you’re paying for 

Your bill typically includes: 

  • Gas Tariff: The cost of gas used to generate heat.
  • Heat Tariff: The cost of the heat and hot water you receive.
  • Standing Charge: A fixed fee to cover system operation, maintenance, and management. 

Important: 

PfP subsidises energy costs for social housing and Mid-Market Rent Customers. These subsidies are not paid for by private Customers. They are funded independently by PfP. 

Our commitment to you 

We’re dedicated to being open, fair, and responsive. That means: 

  • No profit is made by PfP or RMG from the heat network.
  • We aim for maximum efficiency to keep costs down.
  • We address faults quickly, even small ones, to avoid waste.
  • We’ll continue to invest in system improvements and sustainability. 

We also kindly ask Customers to allow access once or twice a year for essential checks - this helps us maintain efficiency and minimise future costs or disruptions. 

What are the benefits of heat networks? 

  • Energy efficiency – Less waste, more value.
  • Lower carbon emissions – A greener approach to home heating.
  • Reliable heating – No personal boilers to worry about.
  • No maintenance hassles – We take care of it all.
  • Transparent billing – You only pay for what you use.
  • Ready for the future – Designed to support evolving green technologies. 
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Need help or have questions?

We’re here to support you. 

  • For PfP Scotland Customers: Contact your Community Housing Manager – call 0131 657 0600 
  • For Touchstone Customers: Contact your Property Manager – call 0131 657 5139 
  • For RMG Customers: Contact your Property Manager – call 0345 002 4444 

For impartial energy advice, visit: www.energyadvice.scot or call 0808 196 8660.