CMA response to consultation on consumer protection for home upgrade schemes

The CMA has responded to DESNZ’s consultation on reforming consumer protection for home upgrade schemes.

Our response supports proposals for a simpler and more accessible consumer journey, stronger oversight, inspection and robust action where consumers have been failed. It supports DESNZ’s proposals for an independent ombudsman, a single complaints and case-management function, and improved financial protections.

Drawing on the CMA’s previous work on consumer protection in the green heating and insulation sector, our response also highlights the importance of ensuring that:

• the new arrangements work effectively for all consumers — including those in vulnerable circumstances and those whose home upgrades are not funded by government-backed schemes
• consumers have greater confidence to invest in home improvements and home upgrade technologies

For queries about the CMA’s response, please contact the CMA advocacy team at advocacy@cma.gov.uk.