JULY/AUGUST 2026 | VOLUME 64 | ISSUE 6


Government looks to restore trust in home upgrade work


Following the failure of previous insulation schemes, the government has announced a consultation on stronger protection for consumers against home upgrade projects not up to standard.


As part of its Warm Homes Plan, the government has launched a consultation on overhauling the consumer protection framework for home upgrade schemes. The proposals are designed to tackle long-standing issues in the market, including unclear accountability and inconsistent oversight, which have contributed to poor-quality installations and damaged confidence among both consumers and industry. Central to the consultation is


a move towards a simpler, more joined-up system, including a single consumer protection service and stronger oversight of installers. The move follows concerns over


flawed insulation installed under legacy government schemes, where some households were left with poor-quality work and no clear way to fix it. A damning report from the


National Audit Office revealed that tens of thousands of homes were left needing repairs to correct failed installations likely to cause dangerous damp and mould.


Industry backing The


proposals have been


It also flagged suspicions over fraud within the ECO scheme, with evidence that some retrofit businesses had been overclaiming for work. In all, it is estimated that more than 30,000 homes, including rental properties as well as owner-occupied homes, have been affected.


Approved installers Under the new proposals, a public register of approved installers will be created and a single consumer- facing service introduced to provide advice, oversight and complaints handling across the retrofit process. This should simplify support for households and improve accountability in the sector. DESNZ also plans to introduce


powers allowing companies to be removed or banned from participation in government- backed schemes if they fail to meet required standards, supported by enhanced data


monitoring to detect risks earlier. Changes are also being considered for the Energy Ombudsma n,


with the


government seeking to reduce the maximum time for resolving disputes to 10 weeks, down from current levels. The body would also be given new authority to issue fines to firms that do not comply with its decisions. Alongside this, the Installation


Assurance Authority would increase the level of funding available for repairs to up to £25,000 in eligible cases involving defective insulation installed under ECO4 and the Great British Insulation Scheme (GBIS), where guarantees remain valid, including situations where installers have ceased trading. The National Energy Foundation, a domestic energy charity, would also provide support for some repair costs where guarantees are missing, invalid or have been cancelled.


broadly welcomed by industry stakeholders. Speaking on behalf of National Energy Action, chief executive Adam Scorer says: “Strengthening consumer protections for home upgrades is an essential step toward homes that are more affordable to heat and that make people healthier. I welcome a reform agenda considered through the experiences of more vulnerable households with less market power and who stand to benefit most from government support.” The Heat Pump Association is also backing the plans. CEO Charlotte Lee says: “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. The proposed reforms have the potential to improve oversight, strengthen quality assurance and create a more joined-up approach to consumer protection. “Better use of data and clearer delivery obligations should also help identify issues earlier and drive continuous improvement across the supply chain. Consumer trust is fundamental to the successful rollout of heat pumps, and these measures represent an important opportunity to improve customer outcomes while supporting the growth of a high- quality, resilient market.” The full consultation document is available by using the online reader link below, with responses due by 10th September. ◼ phamnews.co.uk/726/01


Inside this issue phamnews.co.uk


Energy Matters See page 10


Gadgets & Tools See page 12


Training Update See page 13


Product News See page 35


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