The Competition and Markets Authority (CMA) has given its backing to government proposals for reforming consumer protection in home upgrade schemes, according to its response to a consultation run by the Department for Energy Security and Net Zero (DESNZ).
Key points
- Independent ombudsman — the CMA supports a new independent body to handle disputes.
- Single complaints function — one service for complaints and case management is proposed.
- Stronger financial protections — rules to shield homeowners' money are part of the plans.
- Vulnerable consumers — the CMA stresses the new system must work for everyone.
The authority said the proposals would make the consumer journey simpler and more accessible, and would bring stronger oversight, inspection and firmer action when homeowners have been let down.
The CMA said the new arrangements need to work properly for everyone — among them people in vulnerable circumstances and those whose home upgrades are not paid for through government-backed schemes. It was building on its own previous examination of how consumers are protected when buying green heating and insulation.
It also argued that a better protection regime would give people more confidence to spend money on home improvements and home upgrade technologies.
What it means in practice
For homeowners thinking about insulation, heat pumps or similar work, the consultation is the first step towards a system that could make complaints easier to pursue and give better cover if a firm goes bust or does a poor job. But nothing has changed yet — these are proposals, and the details will decide how useful they are.
- Keep records — if you are planning home upgrade work, save quotes, contracts and payment receipts in case you need to complain later.
- Watch the small print — check whether a scheme is government-backed, as the CMA wants the new rules to cover those that are not.
- Wait for the detail — the ombudsman, complaints service and financial protections still have to be set up and funded before they can help anyone.
