Heating our Homes - Call for Evidence - Energy Security and Net Zero Committee Inquiry - Which? Response

Our evidence focuses on three key areas where policy changes are needed to remove the barriers consumers face in order to improve the energy efficiency of their homes. These issues should be addressed as part of a joined up and comprehensive plan to ensure supply meets demand and that consumers that make changes to the heating of their homes are not exposed to unreasonable levels of risk. 

The areas are:

1. Improved Awareness, Information and Advice

The government should improve access to its own home assessment tool through an engagement campaign and search engine optimisation, and create a hub to signpost consumers to robust information, advice and One Stop Shop providers. 

The government should reform the content, design and delivery of EPCs so they are more accurate and effective at informing homeowners about how to improve the insulation and heating of their homes.

A public engagement campaign is needed that makes homeowners aware of the support that is available. The campaign should be adapted to different audiences, focus on home improvement ‘trigger points’ and make use of local initiatives to raise awareness of energy efficiency technologies. 

2. Strengthened Consumer Protections and Regulations

Consumers face difficulties finding qualified and reliable installers. The government should review the certification landscape and publicise the scheme or schemes that consumers can use to ensure installers have the required qualifications, meet high customer service standards, ensure work is insured, and alternative dispute resolution is available should anything go wrong. Action should be taken to prevent marketing that misleads consumers about the benefits of insulation or new heating systems.

3. Addressing Financial Barriers

The government should ensure fuel-poor households have access to support to make their homes less expensive to heat, and work with local governments to improve the Local Authority and Supplier flex system so that eligible fuel-poor households that are not receiving benefits can be more easily identified. 

The UK government should also continue to work with financial service providers to support the development of green financial products, such as preferential green mortgages, property-linked finance and on-bill schemes to support households adopt low-carbon heating and insulation measures.