Home upgrade issues ‘could derail heat decarbonisation’

Problems with solar panels and insultation were the most complained about issues over a three-year period, Citizens Advice has revealed.

A report published today (25 March), titled Home Truths, examines three years of contacts to Citizens Advice’s consumer service from people who need help with installing low-carbon technologies or making energy efficiency improvements to their homes.

It warns that consumers are “confused and face numerous problems” at different stages along the customer journey. If left to continue, it could “fundamentally derail the government’s plans to improve energy efficiency and decarbonise heat in homes”.

Between 2018-20 the vast majority of contacts (more than 90 per cent) were about solar PV or insulation and in total there were 1,790 complaints about solar and 1,760 about insulation. Contacts about heat pumps made up most of the other cases.

Fewer people contacted the service about biomass, solar thermal and battery storage technologies. This split, the charity said, has been fairly consistent over time, as have the overall levels of cases.

During the initial stages of the pandemic, April to June, there was a drop off in the number of complaints but these were seen to have rebounded in the next quarter.

The report further outlines at what stage in the consumer journey problems were reported.

• Pre-contract – before a contract has been signed or money exchanged. For example, if someone has been cold called by a supplier.
• Contract – if a contract has been signed but no work has been carried out, or if there is a problem with the contract terms and conditions.
• Installation – problems with the installation or if technology isn’t working as it should be soon after it’s been installed.
• Registration – issues registering a product with Ofgem or the government.
• Operation – there has been a problem during the ongoing use of the technology or product.

Most people contacted the charity during the operation and pre-contract stages. Between 2018-2020 these contacts made up around two-thirds of all cases.

Contacts in the contract stage made up most of the remaining cases. The contract stage made up the third highest number of cases in 11 out of 12 quarters.

The lowest number of contacts was received in the installation and registration stage.

In a piece for Utility Week which has also been published today Gillian Cooper, head of energy policy at Citizens Advice, warned the report, along with another released today, demonstrate that these consumer markets are not ready for net zero.

She added: “The next phase of the transition relies on public engagement and consent. If we don’t make it easier for people to upgrade their homes then we’re not going to have a successful transition to net zero.”