Recommendation 35

Currently, there are no sufficiently robust consumer protections in place for the heating sector, especially for poor quality installations. The Heat and Buildings Strategy failed to set out a robust consumer protections framework that will build consumer confidence and trust in energy companies and the heating sector as a whole. To protect consumers, a robust framework of protections must be brought in for the heating sector to ensure that standards are maintained and that, where failures take place, consumers have options for recourse. We also recommend that the Government should give Ofgem the responsibility to regulate companies and providers in the heating sector, as well as the powers and resources it will need to introduce and enforce robust consumer protections. The Government should also establish an ombudsman process to manage individual complaints. (Paragraph 149) Governance and co-ordination