Call for crackdown on rogue heat pump installers

Companies which install net zero measures such as heat pumps should be subject to a single accreditation scheme, like the GasSafe mark, Citizens Advice has suggested.

The consumer charity has warned that the net zero transition is at risk unless the government cracks down on rogue traders and gives consumers more protections.

In a report published today (7 December) the charity said “trust in net-zero technologies is at risk of being damaged by the actions of rogue traders and poor-quality installation”.

The consumer watchdog explained that current rules mean installers do not have to be accredited unless they are carrying out work funded by government grants. This it warned, opens the door for rogue traders and scammers to take advantage of people paying out of their own pocket, with no guarantee that work will be carried out to a decent standard.

New protections, argues the charity, “would give consumers confidence to engage with new technologies and prevent future scandals which could turn net-zero into a political headache”.

“Currently, inadequate protections mean when installers go bust, people find it difficult to fix problems and are left with guarantees and warranties that are useless or difficult to enforce. For example, one company had close to a million pounds in consumer deposits for unpaid work at the time of filing for liquidation. And Citizens Advice says calls to its consumer service relating to a single issue, poorly installed spray foam insulation, more than doubled between 2020 and 2022,” it added.

As well as introduce an accreditation scheme, government should also ensure that all consumers can easily access redress.

The report further recommends that the government should boost incentives for installers to become accredited by removing bottlenecks to the uptake of government grants like ECO4 and GBIS.

Energy suppliers and financial institutions meanwhile should ensure products and services are offered through accredited installers.

Other recommendations include ensuring consumers can access dedicated support to help those in vulnerable circumstances navigate the complaints process, equivalent to the Extra Help Unit’s role with energy companies and all standards bodies should be required to follow the CMA’s best practice guidance for the sector.

Clare Moriarty, chief executive of Citizens Advice, said: “To meet our net-zero targets, people will have to place their trust in new and unfamiliar technologies. Current consumer protections have too many gaps, allowing rogue traders and scammers to prey on people’s good intentions.

“The government has to ensure people feel confident to install heat pumps, insulation or other energy efficiency measures in their home. Without reform to make protections fit for the long term, individual bad experiences could start to undermine trust in net zero and make the vital transition to a low-carbon future more challenging.”

A Department for Energy Security and Net Zero spokesperson said: “We are committed to energy efficiency, with almost half of all homes in England having an EPC of C or above, up from 14% in 2010.

“The UK has one of the strongest consumer protection regimes in the world with government backed schemes requiring suppliers to be accredited. We always recommend consumers choose a supplier who is a member of a trader scheme, such as the Trust Mark or MCS, for non-government backed work.

“Councils have the power to investigate poor trading practices and enforce standards for shoddy building work – breaches of these can lead to enforcement notices, prosecution and unlimited fines.”