Making our homes warmer, more energy efficient and cheaper to heat is a key part of Scotland's transition to net zero. Government-supported schemes are helping more people install technologies such as heat pumps, solar panels, batteries, and insulation, bringing benefits for households and the environment.
But for these schemes to succeed, consumers need confidence that the work carried out in their homes will be of a high standard and that support will be available if things go wrong.
That is why Consumer Scotland has welcomed proposals from the UK Government to strengthen consumer protections for home upgrade schemes.
Our work has consistently shown consumer confidence is critical to encouraging the uptake of low carbon technologies. In our investigation into Scotland's home heating market, we found that effective consumer protection, clear routes to redress and strong quality assurance arrangements are essential if consumers are to feel confident making significant investments in their homes.
Putting consumers at the centre
Many consumers currently face a complicated journey when undertaking home energy improvements. They may need to engage with multiple organisations, including advice providers, installers, certification bodies, quality assurance schemes and complaints services.
When problems arise, it can be difficult to understand who is responsible and where to turn for help.
The UK Government's proposals seek to address these issues through a more integrated approach to consumer protection. This includes plans for a single system covering advice, quality assurance, complaints handling, remediation and redress.
This aligns with recommendations that Consumer Scotland has made previously, that a simpler and more joined-up system could make it easier for consumers to access support, resolve problems and participate in home upgrade schemes with greater confidence.
Learning from Scotland's experience
Independent and impartial advice helps consumers understand their options, the costs involved and the support available to them. Research commissioned by Consumer Scotland has found that access to trusted information can play an important role in helping consumers make decisions about installing low carbon technologies.
Scotland already has significant experience in providing advice and support through Home Energy Scotland. As reforms develop, there is an opportunity for the UK and Scottish Governments to work closely together to ensure that new arrangements complement existing services and build on what is already working well.
Better oversight and accountability
Consumer Scotland also supports proposals to improve oversight of home upgrade schemes.
Poor quality work and installation failures can have significant consequences for households, including financial loss, stress and delays in obtaining remedies. More effective monitoring and intelligence sharing could help identify problems earlier and reduce the risk of widespread consumer harm.
We welcome proposals to strengthen accountability throughout the delivery chain and improve the monitoring of installer performance, certification bodies and scheme delivery partners. However, stronger standards must ultimately be judged by their impact on consumers. The key test is whether they lead to better outcomes, fewer problems and quicker resolution when issues occur.
Faster complaints handling and clearer redress
A particular strength of the proposals is the focus on improving complaints handling and redress. Consumers should not have to navigate a complex landscape of organisations in order to have a problem resolved. A single complaints and case management function could help ensure that consumers receive support throughout the process and are not passed between different bodies trying to establish responsibility.
We also welcome proposals for independent dispute resolution through an ombudsman as a final safeguard where complaints cannot be resolved earlier. For consumers, the effectiveness of the system will depend not only on preventing problems but on ensuring that issues are put right quickly and fairly when they do occur.
Building trust in the home energy transition
Effective consumer protection plays a vital role in building consumer confidence. Strong oversight, accessible advice, robust financial protections and straightforward routes to redress can help ensure consumers feel supported throughout the process.
Consumer Scotland therefore looks forward to continued engagement as the reforms are developed. As the new arrangements take shape, it will be important to ensure they work effectively alongside existing Scottish schemes and that consumers experience consistent protections wherever they access support.
Ultimately, stronger consumer protections are not just about addressing problems when they arise. They are about creating the trust and confidence needed to support consumers as they make choices that will help deliver a fair and successful home energy transition.