Justin Macmullan

Strong consumer protections are essential to give consumers confidence that home energy upgrades will be installed to a high standard and, if anything goes wrong, it will be put right quickly and easily. The government’s proposals are a major step forward in addressing past failures, but it is important all households have the same level of protection whether their work is self funded or government funded. More detail is also needed on how the government will structure the new service, and ensure robust assessments and enforcement

Homeowners face difficult choices about home energy upgrades including whether to switch to electric heating, such as a heat pump, install solar panels or get a battery. Using trigger points, such as replacing an old boiler, governments and businesses have an opportunity to help homeowners plan ahead and provide information and advice to support them with these decisions.

Which?’s response to the Department of Energy Security and Net Zero (DESNZ) consultation on Plug in solar: Regulatory amendment and interim product specification

Homeowners perceptions of risk and uncertainty

Homeowners perceptions of risk and uncertainty

Consumer detriment in home improvements adds up to billions of pounds every year. There is an urgent need to review the landscape of consumer protection in the sector to reduce complexity, improve standards, and make it easier for consumers to get redress when things go wrong.

The Warm Homes Fund has the potential to improve the affordability of home energy upgrades by increasing the choice of financial products that spread the upfront costs of installation and reduce the interest rates charged to consumers. The government must ensure robust protections are in place and the complexity and uncertainty connected with energy upgrades are addressed. It should also ensure support is available for households that cannot afford additional outgoings and are therefore unlikely to benefit from financial products supported by the Fund

Which?'s response to the DESNZ consultation on the Home Energy Model for Energy Performance Certificates

Our research identifies messages that are more likely to encourage consumers to plan ahead for the replacement of an older boiler. This will help homeowners to avoid the stress and inconvenience of a last minute purchase, and allow time to consider switching to a new electric heating system, such as a heat pump.

There are an increasing number of financial products to help homeowners with the cost of switching from fossil fuel heating to new electrified heating, such as a heat pump. As the market develops, and more products are proposed, Which? has set out eight tests for ensuring the market works for consumers

This report outlines key insights from Which?’s Annual Sustainability Report Series 2025, focusing on homeowners' uptake and attitudes towards heat pumps, solar panels and energy batteries and what these mean for the government plans for home heating.

Planning ahead for the replacement of a boiler can help homeowners avoid stress, inconvenience and unexpected costs, and support the transition to low carbon heating

The Warm Homes Plan, which is due to be published in October, is an opportunity for the government to set out their strategy for supporting homeowners to improve the comfort of their homes, reduce energy costs and cut carbon emissions. We have highlighted three areas where government reforms, and action with businesses, can help to make the transition as straightforward and attractive as possible for homeowners

Which? response to DESNZ consultation on the Boiler Upgrade Scheme and certification requirements for clean heat schemes

Which?'s response to the government's OFGEM review considers how the regulator can support consumers through a period of historically high energy prices, and build consumer trust and confidence to support the major changes required to meet net zero.

Which?'s response to the government consultation on the reform of Energy Performance Certificates (EPCS) calls for changes to help consumers understand and improve the energy efficiency of their homes.

Insights into consumers' current sustainable behaviours, attitudes to future changes to their behaviours and the barriers they face in doing so, with a focus on home heating (installing a heat pump, improving home insulation and installing solar panels).

A policy research report exploring consumers' uses of EPCs and potential improvments

Gaps in the auditing data mean it isn't possible to say how many EPCs are defective or how well risk based auditing is working

Over the next two decades, households will have to make significant changes to the way that they heat their homes in order to meet the UK's net zero commitments. Installing new heating and insulation can be costly and complex so it is important that consumers can easily find reliable and qualified installers. This report calls for the government to introduce mandatory certification of installers in these markets to make the process of choosing an installer easier, improve the quality of installations and protect consumers from harm