Recommendation 16

In response to our question about how DESNZ ensured customers had access to proper information to make decisions about investment and running costs, the Department explained that it provided information through its online tools on heat pump suitability and retrofit options to make homes cheaper to heat, and a phone line service providing households in England with advice about how to improve the energy performance of their homes. Research published by Energy Saving Trust in December 2023, and the written evidence it submitted to us, however, highlighted a lack of impartial, personalised support as a major barrier to decarbonising homes, with almost half (48%) of homeowners in England unsure where to get independent, impartial advice on making improvements to reduce their homes’ emissions. It told us that the current process for households looking to decarbonise their homes was “complex and confusing”, which left people unsure where to find trusted information about what measures are suitable for their property. It also cautioned that financial support alone will be insufficient to increase uptake of low-carbon heating if not accompanied by impartial, tailored advice services that guide consumers through the process.30