Source · Select Committees · Energy Security and Net Zero Committee
Recommendation 28
28
Accepted
Complicated consumer protection and accreditation landscapes undermine trust in home retrofit sector.
Conclusion
The consumer protections and workforce accreditation landscapes are excessively complicated, which makes it challenging for consumers to know who to trust. Many consumers are simply unaware of which schemes they can rely upon and what avenues for redress they have if things go wrong. Recent home insulation scandals, including measures installed under government-funded schemes, have further undermined consumer trust. (Conclusion, Paragraph 159)
Government Response Summary
The government acknowledges the complexity and trust issues in consumer protection for retrofit. They announced an intention to conduct a sweeping overhaul of the system of standards, oversight, and consumer protections, exploring various models to ensure quality and clear redress, with an update to follow in the Warm Homes Plan.
Government Response
Accepted
HM Government
Accepted
In January 2025, Ministers announced their intention to conduct a sweeping overhaul of the system of standards, oversight and consumer protections for retrofit. The Department is exploring a full range of options to determine a new system of oversight that is straightforward for customers and installers to engage with and that ensures the highest levels of quality, and direct pathways to redress when needed. We are drawing insights from a full range of consumer protection models, including those that are government led such as the Gas Safe Register and industry led schemes. The Department will continue working closely with industry stakeholders, installers and consumer representatives to ensure this work contributes to supporting the sector and will provide an update in the Warm Homes Plan.