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 (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.

  

  


    
          
                                          
                                  
                                      See also
                      
    

31-10-2025  ACM: EETRIP is the heat supplier of the residents of residential building De Trip, and must comply with the Dutch Heat Act 12-07-2023  ACM: heat supplier NEXT NRG to keep a record of disruptions and to compensate users properly16-12-2021  Order subject to periodic penalty payments imposed on Klimaatgarante Exploitatie for failure to publish disruption registrations (in Dutch)31-10-2019  Klimaatgarant Exploitatie is heat supplier of “De BrouwerIJ” (in Dutch)
            
                                  
                                
                  

                
          
          
          Publication characteristics
          
                                    
                Publication date
                10-02-2026
              
                      
                                    
                Publication type
                  News

              
                      

                                          
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                Keywords
                  Heat,
  Regulation

              
                      
                                    
                Subjects
                  Energy,
  Consumer protection

Klimaatgarant to Enhance Services After ACM Investigation

Klimaatgarant, a Dutch heat supplier, has committed to enhancing its services for approximately 3,000 heat users across 14 residential complexes after an investigation by the Netherlands Authority for Consumers and Markets (ACM). The investigation was initiated due to complaints from residents regarding the clarity of service and complaint handling.

 To address these concerns, Klimaatgarant will send letters to all affected users, detailing whom they can contact for complaints and the rules regarding disruption compensation. The company aims to improve customer service and ensure users are informed about their rights and the heat supply process.

 ACM's investigation revealed that Klimaatgarant is responsible for the heat supply at these locations, and users cannot choose alternative suppliers. As a result of the findings, Klimaatgarant has pledged to comply with the Dutch Heat Act and the Dutch Act on Enforcement of Consumer Protection, leading ACM to cease its ongoing investigation.

 In preparation for the upcoming Dutch Collective Heat Act, which will expand Klimaatgarant's responsibilities, the company will also inform users in new residential complexes about their rights under the new legislation before it takes effect on January 1, 2027.



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