Hitting a Wall: Protecting consumers who install net zero technologies

Hitting a Wall: Protecting consumers who install net zero technologies 2.14 MB

We need mass uptake of low carbon technologies to meet our net zero goals. But while most people who install these technologies see clear benefits, the actions of rogue traders and poor quality installations can cause serious consequences to consumers. As more people install low carbon measures, even a minority of households experiencing poor practice could lead to wide consumer harm and threaten to undermine consumer confidence in the net zero transition. 

Previous Citizens Advice reports have highlighted gaps in the consumer protections landscape, with some people left without protections and others struggling to access complex redress systems. This report looks further at the situation for consumers who use accredited installers, for example as part of Government schemes. 

These consumers should have enhanced protections. But this report presents new evidence that even these consumers can often struggle to access redress when things go wrong. A confusing patchwork of consumer codes and schemes, combined with a lack of information and advice, can leave people unsure of where they can turn when they have issues with installations. And when consumers are able to pursue redress routes, the current legal enforcement regime often isn’t sufficient to hold rogue traders to account and compensate consumers.  We’ve called for: 

• The Government to establish a single quality scheme for the low carbon home improvements market. 

• Regulation to ensure that consumers can access a simple redress scheme, underpinned by access to a single Ombudsman.

• A legal enforcement regime with appropriate powers to tackle wrongdoing.

• Access to independent advice for consumers throughout the process.