About the consultation
Consulting body: Department for Energy Security and Net Zero
Response submitted: 10 September 2026
Status: Response submitted
The Government’s consultation on reforming consumer protection for home upgrade schemes sought views on how households can be better protected when installing measures such as insulation, heat pumps, solar panels and batteries through government-supported schemes.
It followed problems identified with work delivered through the Energy Company Obligation 4 and Great British Insulation Scheme. These highlighted weaknesses including fragmented oversight, inconsistent checks, unclear accountability and complicated routes for consumers seeking to have defective work put right.
The Government proposed a more integrated consumer protection system, including stronger oversight, clearer competence requirements, targeted auditing and enforcement, and centralised arrangements for complaints and redress.
Why this matters
Government-supported home upgrade schemes must give consumers confidence that work will be delivered safely, competently and to a high standard.
Better complaints handling is important, but it is not enough. Consumers also need protection before work begins, including a reliable way to identify competent and accountable firms.
Small building companies will be essential to delivering home upgrades at scale. Any new system must therefore raise standards without creating duplicated assessments, unnecessary administration or costs that deter competent SMEs from participating.
What we are calling for
- Licensing or accreditation: Make this a requirement for firms carrying out retrofit work. This would help consumers identify trusted businesses and prevent poor performers from moving between schemes. We support the Energy Security and Net Zero Committee’s recommendation for national workforce accreditation and contractor licensing.
- A simpler consumer journey: Give consumers one clear place to obtain impartial advice, raise complaints and seek redress, without requiring them to navigate several different organisations.
- Stronger oversight: Improve information sharing and use evidence such as complaints, failed audits and guarantee claims to target checks and enforcement at higher-risk work and poor performers. Certification bodies should also be properly monitored.
- A proportionate system for SMEs: Use consistent requirements, practical guidance and fair fees. Avoid duplicated assessments and unnecessary administration that could deter competent small firms from participating.
- Effective redress: Provide clear responsibilities, early mediation and reliable financial protection, with access to an independent ombudsman when complaints cannot be resolved.
The reforms should make it easier for responsible businesses to deliver high-quality home upgrades while making it harder for poor performers to operate.
Read the full response
Further information
Jeremy Gray
Head of External Affairs
jeremygray@fmb.org.uk
