Why better home improvement protections are needed to meet net zero targets

Making our homes warmer and more energy efficient is key to meeting the government’s net zero targets. Several government schemes currently help cover or subsidise the cost of new heating technologies and insulation for homeowners and renters. As traders working under government schemes have to be accredited, people rightly assume they will be supported through the installation and benefit from enhanced protections.

However, new research by Citizens Advice found that when people signed up for government programmes that promised new boilers, heat pumps, and insulation, they could still struggle when there were issues with installations. A lack of protections in the installation market puts consumers at risk of scams and poor-quality work, reducing confidence in government-backed retrofits. Through a series of case studies, this blog shows the need for quick and effective redress when things go wrong.

Shona’s story

Take Shona*, a participant in our qualitative research who was excited to receive a government-funded heat pump under the ECO4 scheme after struggling with her energy bills. As the scheme was government-backed, she trusted that the installation would be smooth and result in a warmer home for her and her children.

However, after incorrect measurements and a botched installation, Shona had to turn off her hot water and heating over Christmas, a dangerous prospect as she recovered from breast cancer. Even with the backing of her neighbours and local MP, it took the bodies that govern installers five months to investigate her complaint. Though the heat pump was replaced, this was not the end of Shona’s struggle as the house’s lack of insulation meant that she was left with higher energy bills than before she was offered the government scheme.

Most people who install net zero technologies like insulation and heat pumps have positive experiences, with many finding their bills shrink and their homes are more comfortable. Almost 9 in 10 people who installed net zero technologies in their homes the previous year would recommend them to a friend. However, Shona’s story shows that when things go wrong, people can be left alone and unsupported as they navigate damage to their homes or higher bills. Shona stated that her traders acted “like cowboys” — showing up, performing shoddy unfinished work and disappearing into the air.

When things do go wrong, the complaints process is challenging to navigate, with multiple consumer codes and schemes. We found that even when consumers did manage to make a complaint, they didn’t always get the resolution they needed from schemes, allowing rogue traders to thrive.

Shona complained that it was a “massively lengthy and complicated process” and that “there was nothing to be done to keep [traders] accountable.” A simplified redress system and legal enforcement powers to hold rouge traders accountable would enable people like Shona to get support and compensation when damaging mistakes occur.

One common problem we found is a lack of support from traders once the work is “completed.” Some clients and research participants told us they didn’t have any information about their installers, and work was carried out without paperwork and official contact details. In some cases, traders disappeared or even blocked the client’s number after receiving complaints about installations.

Matt’s story

Matt* is a research participant who had insulation and storage heaters fitted using a government-funded Home Upgrade Grant (a grant for homeowners without gas heating and incomes of £36,000 or below). Matt believes large patches are missing from his wall insulation and has issues with the heater. Most of the work was subcontracted to different tradesmen at short notice, and all information was sent on WhatsApp.

Matt is now getting no response from the company about his issues. He stated, “Once they had carried out the work, it was goodbye, that was it”. Matt’s story shows the need for a single-quality mark which could regulate all traders consistently, especially those funded by government schemes. Those who try to create a better home for their family and decrease their carbon footprint shouldn’t be left without support.

Joseph’s story

When installations go wrong, many people don’t have the time to navigate a convoluted pathway to compensation. For example, Joseph* is a Citizens Advice client who had a heat pump installed under a Government grant.

The heat pump isn’t working as it should, and the unit repeatedly shows an error message. The trader hasn’t turned up to servicing appointments, and the company hasn’t responded to his formal complaint. He tried contacting an Ombudsman, but he was told the case wasn’t within its remit, and he couldn’t find the Alternative Dispute Resolution service where the trader is registered.

Joseph is a carer for his wife and has health issues. He is struggling and feels he has hit a wall with the complaints process but doesn’t have time to escalate the issue further. Joseph’s case clearly shows the need for a simple path for redress, including an ombudsman. All consumers need protection but for those with pressures on their time, such as carers like Joseph, independent advice and support before, during, and after a grant-backed installation are essential.

Looking ahead

As more people install low-carbon measures, even a minority of poor practices could lead to consumer harm and threaten to undermine consumer confidence in the net zero transition. We all want to live in a warm and safe home, and retrofitting low-carbon measures can help deliver this. The Government wants to hit its net zero targets, so fitting homes with energy efficiency measures and low-carbon heating systems makes sense.

However, rogue traders and shoddy installations can threaten consumer trust. There needs to be more confidence that problems will be resolved quickly if something goes wrong. A better protection system is needed for all, but particularly for the recipients of government-backed schemes, which often target people on low incomes or receiving benefits and who might be less likely to have the time and resources to navigate complex complaint systems.

Protecting consumers is central to ensuring a good experience of net zero technologies and ultimately achieving net zero targets — this is how it can be done:

• Establish a single quality scheme for the low-carbon home improvement market.
• Ensure that there’s a simple path for redress, including an Ombudsman.
• Establish a legal enforcement regime with the powers and capacity to tackle rogue traders and bad practice.
• Give people access to independent advice and support throughout the process.

For more information about people’s experiences with government-backed retrofit schemes and our recommendations to improve the process, read our report, “Hitting a Wall: Protecting consumers who install net zero technologies.”

*Names have been changed to protect anonymity