Heat supplier Klimaatgarant will improve its services following ACM investigation

Summary

Dutch heat supplier Klimaatgarant will improve its services to approximately 3,000 heat users.
ACM carried out an investigation into Klimaatgarant following reports filed by residents.
Heat users will receive a letter in which Klimaatgarant will explain whom they can turn to with their complaints and disputes, as well as what the rules are regarding the right to disruption compensation.

Dutch heat supplier Klimaatgarant will improve its services to approximately 3,000 heat users in 14 different residential complexes. Klimaatgarant will do so after an investigation by the Netherlands Authority for Consumers and Markets (ACM), which was prompted by reports filed by residents. Residents indicated that they were not satisfied with Klimaatgarant’s services, and that it was unclear whom they could confront with these issues.

To ensure that all users involved know what their rights are and whom they can turn to with their complaints, Klimaatgarant will send all users involved a letter in which it explains that Klimaatgarant is responsible for a secure supply of heat. In addition, Klimaatgarant will take measures for improving its customer service as well as how it handles disruptions. Also, it will publish information about disruptions as well as compensate users for any disruptions, if they are entitled to such disruption compensation.

In 2024, ACM launched a broad investigation into Klimaatgarant as well as into various businesses that are affiliated with Klimaatgarant. Also, ACM had already previously taken action against various businesses within this group. This investigation has revealed that Klimaatgarant, as heat supplier, is responsible for the heat supply at the 14 locations listed below. These heat users are dependent on Klimaatgarant for their supply of heat, and cannot choose a different supplier. Following this investigation, Klimaatgarant has committed to complying with the Dutch Heat Act (in Dutch: Warmtewet) and the Dutch Act on Enforcement of Consumer Protection (in Dutch: Wet handhaving consumentenbescherming), as well as to improving its services. ACM has therefore decided to stop the ongoing investigation into Klimaatgarant.

In the coming months, heat users in the 14 residential buildings listed below will receive a letter from Klimaatgarant in which it will explain whom they can turn to with their complaints and disputes, and what the rules are regarding the right to disruption compensation. In this process, Klimaatgarant will inform all users in one residential building at a time. That is why it will take through mid-March until all users involved will have been informed. For more information, users can also go to Klimaatgarant’s website: Klimaatgarant - Klimaatgarant - Bewoner - Home (external website) (in Dutch).

BOLD, Amsterdam
De Brouwerij, Amsterdam
Buiksloterham (Papaverweg / Ridderspoorweg), Amsterdam
Fibonacci, Amsterdam
Sluishuis, Amsterdam
State, Amsterdam
’t Woudt, Amsterdam
One Space / Buitenhof, Delft
Zomertaling, Hendrik-Ido-Ambacht
De Albatros, Maassluis
Hoogeland Twins, Naaldwijk
De Generaal, Rijswijk
Parkrijk Fase H1.3, Rijswijk
De Trip, Utrecht

Klimaatgarant also manages heat systems in many other residential buildings. Under the upcoming Dutch Collective Heat Act (in Dutch: Wet collectieve warmte, WCW), Klimaatgarant will become responsible for the secure supply of heat for more residential complexes. In order to offer clarity regarding these changes, Klimaatgarant has committed to sending the heat users in these residential complexes a letter before the WCW comes into effect (which is expected to be on 1 January 2027), in which it explains that Klimaatgarant is responsible for a secure supply of heat in those complexes too. In the letter, Klimaatgarant will also explain what rights the heat users involved have under the new Dutch Collective Heat Act.

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Heat supplier Klimaatgarant will improve its services following ACM investigation

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