The Welsh Government published a written statement on 13 March 2026 setting out support for households affected by the closure of the UK Government's Energy Company Obligation (ECO) scheme and the news that Consumer Energy Solutions (CES) ceased trading1. The statement was made by Jayne Bryant MS, Cabinet Secretary for Housing and Local Government1.
The statement says the Department for Energy Security and Net Zero has nominated TrustMark to directly support customers of CES1. The contact options given are a phone line on 0333 555 1234, an online form, and an email address, disputes@trustmark.org.uk1. Households dissatisfied with ECO installations carried out by installers other than CES are directed to the standard ECO complaints process set out on the Ofgem website1.
For households in Wales told they were eligible for ECO where installations have not yet commenced, the statement directs them to the Nest advice line on 0808 808 2244, open Monday to Friday from 9am to 6pm, or to request a callback from an advisor1. The statement is explicit that the Nest scheme is not identical to ECO or GBIS, and that eligibility cannot be guaranteed, nor that householders will be offered the same energy efficiency and heating measures1.
"The Welsh Government recognises that the announced closure of the UK Government's Energy Company Obligation (ECO) scheme along with the news that Consumer Energy Solutions (CES) ceased trading will cause a period of uncertainty for many households."
The statement says the Cabinet Secretary has been in contact with the Department for Energy Security and Net Zero and Ofgem to ensure affected households continue to receive help with ongoing retrofit projects, including those whose initial installers are no longer trading1. It notes that Members of the Senedd have been contacted by constituents unsure of their rights and the steps to take to secure a resolution1. The statement does not give figures for the number of households affected in Wales, and no such figure has been reported1.
Why it matters for households
ECO placed obligations on energy suppliers to fund energy efficiency measures, so its closure removes a route by which some households accessed insulation and heating upgrades at reduced or no cost. For a household part way through a retrofit, the practical question is who completes the work and who is accountable if it is not completed. The statement separates two groups: CES customers, who are directed to TrustMark, and households dissatisfied with ECO work by other installers, who are directed to the Ofgem complaints process1. That distinction matters because the route to redress differs depending on which installer carried out the work.
For households that were told they were eligible for ECO but had no installation started, the Welsh route offered is advice through Nest, which the statement says is not identical to ECO or GBIS and carries no guarantee of eligibility or of the same measures1. Households weighing up what to do next therefore face a gap between what ECO would have provided and what alternative support may offer. The statement does not set out what measures Nest can provide in place of ECO, and this has not been reported1.
What happens next
The statement sets out no timetable beyond the contact routes themselves. CES customers can contact TrustMark by phone, online form or email1. Households with unfinished ECO installations by other installers can follow the Ofgem complaints process1. Households in Wales told they were eligible for ECO but not yet installed can contact the Nest advice line on 0808 808 2244, Monday to Friday from 9am to 6pm, or request a callback1. No date has been given for when support arrangements will change or end1.