Government plans to project retrofit consumers

The government is consulting on plans for a new consumer protection service to bring stronger oversight to the retrofit sector and give households more confidence when upgrading their homes.

The proposals, from the Department for Energy Security and Net Zero (DESNZ), include a public register of approved installers, a single advice and support service throughout the upgrade process, tougher powers to hold companies to account and a data-driven system to spot risks and problems earlier.

The aim is to replace the fragmented system that has previously left consumers frustrated, with no clear route to resolve problems when installations go wrong. Ministers say the reforms will prevent the kinds of insulation failures seen under legacy schemes, supported by a strengthened Energy Ombudsman that will deliver decisions within 10 weeks, fine suppliers who ignore rulings and offer clearer routes to court action as a last resort.

Repair support is also being expanded: the Installation Assurance Authority (IAA) will now cover Energy Company Obligation 4 (ECO4) and Great British Insulation Scheme (GBIS) solid wall insulation repairs up to £25,000, while energy charity the National Energy Foundation (NEF) will step in where guarantees are missing or fraudulent.

Energy Minister Martin McCluskey said the changes put consumers first. “The IAA will now cover the cost of repairs to ECO4 and GBIS solid wall insulation up to £25,000, up from £20,000, where these are within the terms of the original, still-valid guarantee. This includes cases where the original installer has gone bust.

“The NEF will also cover the cost of relevant repairs for some homes with defective ECO4 and GBIS solid wall insulation, where the installer has gone out of business and the guarantee was cancelled, fraudulent or missing.”

Charlotte Lee, CEO at Heat Pump Association UK and a member of the Retrofit System Reform Advisory Panel, said: “We welcome these proposals as a positive step towards strengthening consumer protection and building confidence in the transition to low-carbon heating. As the heat pump market continues to grow, it is essential that consumers can rely on high standards, clear accountability and effective support should issues arise.”

For more information, visit https://www.gov.uk/government/news/greater-protections-to-restore-families-trust-in-home-upgrades