A new register of approved installers of retrofit energy efficiency upgrades is proposed as part of reforms to “give families confidence to upgrade their homes and cut bills”.
Well-documented issues with poor quality insulation and damage to property as a result of substandard installation practices have left consumers with “a broken and fragmented system when installing energy efficiency measures” with “no clear way to resolve issues” said the government.
A transparent public register of government-approved installers is one of a number of elements to a consultation which aims to simplify the process for consumers and provide a single point of access for support, quality checks and redress.
A single advice and support service covering the entire time a home is being upgraded, powers to hold installers and delivery partners to account, including bans from working on government schemes if they don’t meet high standards, and a new data-backed system that spots risks and installer performance issues earlier are amongst the proposals in the Reforming Consumer Protection for Home Upgrade Schemes consultation launched this week.
New measures to strengthen the Energy Ombudsman will see consumers able to escalate the issues to the ombudsman within a shorter timeframe, cutting overall waiting times by a month, to a maximum of 10 weeks where companies are not able to resolve issues directly. The ombudsman will also be empowered to fine companies if they do not comply with its ruling, with new measures set to clarify the route for consumers to go through the courts to hold suppliers to account as a last resort.
The government has announced the Installation Assurance Authority (IAA) will now cover the cost of repairs to Energy Company Obligation 4 (ECO4) and Great British Insulation Scheme (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 National Energy Foundation, a domestic energy charity, 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.
Minister for energy consumers Martin McCluskey said: “This government inherited a broken system that left too many people in homes damaged by work that lacked clear oversight, without support when things went wrong.
“That is why we promised to change that system and today we are setting out how we propose to do that. We are building a system that puts consumers first – holding companies to account while introducing better compensation and protections for customers.”
Ed Dodman, chief ombudsman for Energy Ombudsman, added: “The measures announced today by the Department for Energy Security and Net Zero represent a positive step forward in enhancing consumer protections and reinforcing high standards across the energy sector. In an essential market such as energy, it’s vital that the right steps continue to be taken to strengthen trust, accountability and outcomes for consumers.
“Strengthening the role of Energy Ombudsman and making the process faster will ensure consumers can not only have quicker access to redress but also have the confidence that issues will be resolved effectively.
“There is still work to be done, and we look forward to continuing to work collaboratively with government, the regulator, suppliers and stakeholders to ensure the system delivers fair, timely and accessible outcomes for all.”
