The introduction of the Heat Network (Metering and Billing) Regulations 2014 meant that owners of properties operating district heating schemes were subject to new obligations. It has been assumed that such schemes deliver benefits to residents through reduced energy consumption and lower bills, thus helping to alleviate fuel poverty, but the actual dynamics of tenants’ awareness, knowledge and engagement with the practical and financial aspects of these systems are not fully understood. An improved understanding would enable other such schemes (both extant and future) to be better prepared to respond to the challenges and develop suitable mechanisms to respond.