Individual heat metering and charging (IMC) are seen as promising methods to reduce domestic heating and hot water use through the provision of financial incentives. The heat consumption measured by meters is influenced by both the dwelling characteristics and the behaviour of the occupant, but heating charges would ideally relate to occupant behaviour only. This dilemma can be especially relevant under two circumstances: if the thermal performance of the dwelling is poor and/or if heating costs represent a substantial part of the occupants’ income, i.e. in social housing. The case of a district-heated council block in London is presented where the installation of individual heat meters was planned in 2010 but had to be suspended due to concerns about implications for occupant heating costs in light of the thermal performance of the building. It illustrates a technically and socially complex environment where fairness in allocating heating costs is an important concern. The case also shows how lack of funding or other issues on the infrastructure side can hinder behaviour-orientated measures such as IMC. A holistic energy conservation strategy addressing both physical building properties and occupant behaviour is therefore essential and should be supported by policy.