The Government has announced action against unreliable installers, with Ofgem working alongside it to ensure repairs are carried out for households affected by shoddy insulation work installed through government schemes1. Which? published its response to the announcement on 23 January 20251.
Rocio Concha, Which? Director of Policy and Advocacy, said the scale of the problem was not previously clear and that households should not be left to pay for work that failed1.
"It is shocking to learn that a significant number of people may have been affected by shoddy insulation work carried out through government schemes. We welcome the Government and Ofgem working together to ensure repairs are carried out promptly for anyone affected and that the traders responsible are not allowed to dodge their responsibilities, leaving blameless households to foot the bill."
Which? said the announcement underlined the need for an overhaul of consumer protections and standards covering heat pumps, insulation and solar panels, and that the commitment to improve standards should also cover work paid for by households rather than only work delivered through schemes1. The organisation said it is currently far too difficult for consumers to find a reliable installer or to have confidence in the information on traders' websites1.
Which? welcomed the government's stated intention to make changes through the Warm Homes Plan and urged ministers to set a date for mandatory certification of installers in these sectors, and to ensure the schemes work effectively for consumers1. The number of households affected, the traders involved and the value of any remedial work have not been reported1.
Why it matters for households
Insulation is one of the main ways a home reduces how much energy it needs, and the benefit depends on the work being done correctly. Where insulation is installed badly, a household can be left with the cost of the original work, the cost of putting it right, and little improvement in the fabric of the home. The announcement concerns work carried out through government schemes, but Which? states that protections should extend to work householders pay for themselves1.
For a household, the practical question is who is accountable when something goes wrong, and whether that accountability survives the installer ceasing to trade. Which? describes a system in which finding a reliable installer, and judging the claims made on traders' websites, is currently far too difficult1. Certification of installers is the mechanism Which? wants made mandatory, with a set date1. Households weighing up insulation, glazing or heating work can check how installer certification and guarantees operate in practice through our guidance on finding and checking an insulation or glazing installer and on insulation product standards, certification and guarantees. Where a government grant is involved, the certification requirement attached to it is set out in our guide to whether a certified installer is needed to use a government grant.
What happens next
Which? has urged ministers to set a date for mandatory certification of installers in the heat pump, insulation and solar panel sectors, and to ensure the schemes are working effectively for consumers1. No date for that certification has been reported1. The changes are to be made through the Warm Homes Plan, according to the government commitment Which? welcomed1.