UK100 has submitted a response to the Government’s consultation on reforming consumer protection for home upgrade schemes. The consultation explores proposals to create a more integrated system for protecting consumers, improving installation quality, strengthening enforcement and ensuring households can access effective remediation and redress when things go wrong. We support the aims of the reforms, particularly getting work right first time, making the system easier for consumers to navigate and improving remediation. However, more detail is needed on how the new system will work in practice and whether there is enough capacity and resource to deliver it effectively.

The submission highlights the importance of a simpler consumer journey, with one clear route for advice, complaints and redress, while making effective use of existing specialist expertise. It also emphasises the important role of local authorities in supporting consumers, enforcing standards and overseeing locally delivered retrofit programmes. It stresses the need to build on what already works, rather than creating additional layers of complexity for consumers, installers and local authorities.

It outlines key priorities for the reformed consumer protection system:

Creating a single consumer journey: Consumers should have one clear route for advice, complaints and redress, without needing to understand which organisation is responsible for different parts of their installation. This does not require every function to sit within one organisation, but does require clear accountability and strong coordination between government, specialist bodies, regulators and local authorities.

Building on existing expertise and good practice: The reforms should strengthen effective existing assurance and certification arrangements rather than unnecessarily replacing or duplicating them. Established expertise, including the developing MCS model, should be used to support consistent standards, monitoring and action on poor performance.

Giving local government a clear and properly resourced role: Local authorities are trusted points of contact for many households and already play important roles in building control, enforcement and locally delivered retrofit. The new system should complement these existing functions, with clear responsibilities, information-sharing and long-term funding for the capacity and expertise councils need.

Providing consistent protection across funding models: The consumer journey should work across government-supported and privately funded retrofit, particularly where households combine different measures or funding routes. Consumer protection should not depend on how an upgrade is funded, and the reforms should not inadvertently create a more fragmented experience for households undertaking privately funded work.

Ensuring sufficient capacity to deliver the reforms: The proposed improvements will only work if the underlying system has the expertise, capacity and resources to deliver them effectively at scale. Government should set out clearly how the central service will operate and ensure it is properly resourced to provide effective support to consumers.

Protecting vulnerable consumers and supporting a strong retrofit market: Some households will need proactive, tailored and potentially face-to-face support, particularly when problems arise. At the same time, consistent standards and proportionate requirements should support good installers and avoid unnecessary costs or administrative burdens, particularly for SMEs and smaller specialist organisations.

Overall, UK100 called for a consumer protection system that is simpler for households, builds on effective existing arrangements and connects national oversight with trusted local delivery. With the right roles, resources and accountability, the reformed system can help rebuild consumer confidence and support the high-quality retrofit needed to deliver the Warm Homes Plan.