Warm Homes Plan - Consumer Protection Reform

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    "title": "Warm Homes Plan - Consumer Protection Reform",
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    "description": "Disclaimer \nThe information set out below is indicative only. The scope, timelines, routes to market, contract values and duration are subject to change. Reform proposals are also subject to public consultation later in 2026 which may significantly alter the Authority’s approach or decision to run any form of tender exercise. \nIntroduction \nIn January 2026 the Government published the Warm Homes Plan (WHP), setting out how it will help households reduce energy bills and transform the existing building stock into comfortable, future proofed low carbon homes. The Plan explains how home upgrades, including microgeneration measures (solar panels, batteries and heat pumps) and energy efficiency measures (insulation), will support bill reductions. \nDelivery of the WHP requires consumer confidence that work in homes is high quality. There are three priorities for reforming consumer protection for retrofit: \nSimplicity – the consumer protection system should be easy for consumers and installers to navigate. \nRight first time – clear accountability and oversight is needed to prevent poor quality installations, and ensure work is delivered correctly in majority of circumstances. \nSwift remediation and redress – where issues do arise, consumers must have clear routes to remediation, with costs addressed appropriately depending on the circumstances, and decisive action taken against noncompliance. \nThe reforms propose oversight of consumer protection for energy efficiency and microgeneration installations in government supported schemes will be brought under closer government control. Please refer to the WHP for further detail. \nThe Government is considering how best to reform delivery and assurance arrangements, including where direct government delivery or third-party delivery is most effective in delivering for consumers. The system will apply to government supported schemes and, where appropriate, may also be used voluntarily for non-government funded work. \nInitial Market Engagement  \nIn April and May 2026, the Department undertook initial market engagement to inform the market on possible delivery routes for consumer protection.  The slides presented and a recording of the webinar are available on the DESNZ procurement portal opportunity listing: [https://beisgroup.ukp.app.jaggaer.com/esop/guest/go/opportunity/detail?opportunityId=60920] \nDelivery Model Assessment (DMA) \nDelivery of consumer protection reforms is subject to an ongoing delivery model assessment within the Department. This assessment is considering a range of delivery models, including in house, outsourced and hybrid approaches, and their implications for quality assurance, consumer protection, pace of delivery, value for money and system resilience.  \nThe outcome of the DMA and public consultation will have a significant impact on the plans for any procurement for consumer protection for government support retrofit schemes. The result from a procurement perspective may include but not be limited to: \nThere is no procurement activity. \nThere is one large procurement for all or part of the scope of services detailed in this notice.  \nThere are multiple procurements for all or part of the scope of services detailed in this notice.  \nThe procurement(s) may or may not be separated into lots. \nThe route to market and choice of procedure may differ from the contents of this notice. \nThe value and duration of any contract may differ from the contents of this notice. \nThe timeline of any procurement may differ from the contents of this notice.  \nThe scope of services may be substantially similar or substantially different to the contents of this notice.  \nFinal decisions about how consumer protection will be delivered, and the involvement of commercial actors in the future arrangement have not been made yet. As thinking around the delivery model evolves, if any part of the service will be outsourced, additional market engagement will take place as required alongside, or following, the policy consultation. This will include more detailed engagement with suppliers on the requirements, procurement procedures and contract terms among other things. Suppliers will be notified of such engagement via additional notices.   \nIndividuals and organisations will have the opportunity to comment on the policy design for consumer protection through the public consultation later this year. \nScope of services \nSummary \nThe primary objective of the consumer protection regime is to ensure consumers receive safe, high-quality installations. Strong protections are essential to building trust in the retrofit market, with remediation and redress needed only in exceptional cases. \nThe service will provide a coherent, well-governed and future-proof consumer protection system that supports DESNZ policy objectives and industry standards. A single system will apply across energy efficiency and microgeneration. \nThe system must operate transparently and reliably, with clear accountability and strong assurance. Suppliers will need the operational, technical and governance capability to deliver consistent performance, manage risk and support tighter government oversight, continuous improvement and value for money. \nThe four service areas below describe the possible full functional scope required. This does not imply that all services would be delivered by a single organisation or that market delivery would be appropriate for all elements. \n1. Service Delivery \nThis area covers frontline functions for consumers and installers or retrofit professionals. It includes public and market channels, user journeys, casework, communications, branding and supply chain engagement. \nRequired outcomes: \nDevelopment and maintenance of an approved retrofit supplier list. This list would be an accurate register of approved retrofit professionals, eligible to deliver government funded retrofit work, with robust onboarding/offboarding and eligibility controls. \nConsumer protection service promotion and awareness. Delivery of accessible, visible and clear branding aimed at Installers/retrofit professionals and consumers to support understanding of the service and benefits. \nConsumer interface and casework process. An accessible public‑facing service with case management processes for consumers to support queries and redress. \nInstaller/retrofit professional interface and lodgement process. Provision of an accessible industry-facing system for lodgement/upload of measures installed. \nTraining and professional development. Support and guidance to industry to support compliance with standards and codes of conduct. \nThis service does not duplicate the certification role of installer Certification Bodies. Responsibility splits and governance arrangements in a reformed system will be consulted on later in the year, as set out in the Warm Homes Plan. UKAS will continue to accredit Certification Bodies, and accreditation is out of scope. \n2. Data, Technology and Intelligence \nThis area covers the infrastructure and analytical capability needed to run the service securely and reliably. It includes data collection, storage, data warehousing, secure user platforms, and analysis to identify risks and support improvement. \nRequired outcomes: \nData collection, storage and sharing. Provision of a secure data storage system with accessible user interface, real time access and defined data rights and sharing agreements. \nData analysis and intelligence. Data analysis to provide insights to support operations of the consumer protection system. Data on installations and performance will be used to track issues and identify risks in the system. \nInformation governance and security. Lawful, secure processing of data. \nTechnology and digital services. Provision of reliable and accessible user platforms to support the operations of the consumer protection service.   \n3. Protections, Quality Assurance and Compliance \nThis area provides the oversight and assurance framework that underpins trust in the system. It covers auditing, fraud and risk management, installer performance monitoring, proportionate enforcement and escalation, and financial protections for consumers. \nRequired outcomes: \nAuditing, quality and risk management. Establishment and delivery of an oversight and audit regime, through a combination of proactive and risk‑based oversight. \nFinancial protection mechanisms. Establishment, delivery and active management of a system that ensures consumers have valid financial protection, over a set time, to acceptable standards. \nPerformance management and enforcement. Establishment, delivery and active management of a sliding scale of proportionate interventions to encourage compliance and quality installations. This should move from early preventative action through to formal enforcement and escalation to support redress and overall quality in the system. \nStandards are out of scope for this work, but we are aware of organisations with existing standard development functions, who may wish to have a specific discussion on this topic. \nAs part of a separate workstream, DESNZ is continuing to sponsor BSI to produce the next amendment of PAS 2035/2030, planned for publication in Winter 2026. \n4. Contract Management and Governance \nThis area provides the commercial, financial, reporting and governance framework needed to oversee performance and ensure effective operation. \nRequired outcomes: \nCommercial, contract and financial management. Implementation of governance, reporting, processes and controls to deliver the service, support BAU and continuous improvement. \nStakeholder and regulator liaison. Effective engagement with industry bodies and installer groups. Engagement with regulators and Other Government Departments.\nMobilisation and exit from the contract.",
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    "title": "Warm Homes Plan - Consumer Protection Reform",
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    "description": "Disclaimer\nThe information set out below is indicative only, provided for early stage market engagement and does not commit the Department to running a procurement. Scope, timelines, routes to market, contract values and duration are subject to change. Reform proposals are also subject to public consultation later in 2026.\nIntroduction\nIn January 2026 the Government published the Warm Homes Plan, setting out how it will help households reduce energy bills and transform the existing building stock into comfortable, future proofed low carbon homes. The Plan explains how home upgrades, including microgeneration measures (solar panels, batteries and heat pumps) and energy efficiency measures (insulation), will support bill reductions.\nDelivery of the Warm Homes Plan requires consumer confidence that work in homes is high quality. There are three priorities for reforming consumer protection for retrofit:\nSimplicity – the consumer protection system should be easy for consumers and installers to navigate.\nRight first time – clear accountability and oversight are needed to prevent poor quality installations, particularly insulation measures, and ensure work is delivered correctly in majority of circumstances.\nSwift remediation and redress – where issues do arise, consumers must have clear routes to remediation at no personal cost, with decisive action taken against noncompliance.\nThe reforms propose oversight of consumer protection for energy efficiency and microgeneration installations in government schemes will be brought under closer government control. Please refer to the Warm Homes Plan for further detail.\nThe Government is considering how best to reform delivery and assurance arrangements, including where direct government delivery or third‑party delivery is most appropriate. The system will apply to government‑funded schemes and, where appropriate, may also be used voluntarily for non‑government‑funded work.\nDelivery Model Assessment\nDelivery of consumer protection reforms is subject to an ongoing delivery model assessment within the Department. This assessment is considering a range of delivery models, including in‑house and outsourced approaches, and their implications for quality assurance, consumer protection, pace of delivery, value for money and system resilience.\nUnderstanding the capacity and appetite of the market to deliver a reformed consumer protection regime for government‑funded installations is essential to informing final recommendations.\nScope of services\nSummary\nThe primary objective of the consumer protection regime is to ensure consumers receive high quality, safe installations. Strong protections are essential to building trust in the retrofit market, with the system focused on preventing installation and non-installation issues, including mis-selling. Remediation and redress should be required only in exceptional cases.\nThe service will deliver a coherent, well-governed and futureproof consumer protection system that supports DESNZ’s wider policy objectives and industry standards. A single system will apply across all retrofit measures, covering both energy efficiency and microgeneration.\nThe system must operate transparently, resiliently and responsively, enabling DESNZ and other government partners to make informed decisions based on high quality information and clear accountability. Suppliers will be expected to provide the operational, technical and governance capability needed to ensure consistent performance, robust risk management and strong assurance. Contracts or agreements will support tighter government control, continuous improvement, adaptability to emerging policy needs, and alignment with departmental objectives, consumer needs and value for money.\nPossible delivery routes\nTwo delivery models involving market actors are under consideration. In both cases, DESNZ will retain governance, contract management, performance management and intelligent client functions.\nThe scope of services is broadly consistent across both options. Differences relate to who does what, number of delivery partners, and levels of operational responsibility, commercial risk and system integration. Feedback is sought on implications for capability, scalability, independence and delivery risk.\nOption 1: Inhouse hybrid model\nCore functions of the consumer protection service will be delivered inhouse by DESNZ or the Warm Homes Agency. This service would be supported by targeted select outsourcing of specific technical or specialist services. Integration will be managed by DESNZ.\nOption 2: Majority outsourced model\nThe majority of the consumer protection service will be outsourced, via a contract or agreement to a prime supplier or a consortium of suppliers. The supplier will be responsible for administering the whole consumer protection service for government retrofit schemes, appointing, organising and managing their own supply chain to do so. Integration will be provided by the supplier.\nScope of Services\nThe four service areas below describe the full functional scope required. They do not imply that all services would be delivered by a single organisation or that market delivery would be appropriate for all elements.\n1. Service Delivery\nThis area covers frontend operational functions to provide an accessible experience for consumers and installers/retrofit professionals. It includes public and market channels, user journeys, casework handling, proactive communications, branding, and supply chain engagement.\nRequired outcomes:\nDevelopment and maintenance of an approved retrofit supplier list. This list would be an accurate register of approved retrofit professionals, eligible to deliver government funded retrofit work, with robust onboarding/offboarding and eligibility controls.\nConsumer protection service promotion and awareness. Delivery of accessible, visible and clear branding aimed at Installers/retrofit professionals and consumers to support understanding of the service and benefits.\nConsumer interface and casework process. An accessible public‑facing service with case management processes for consumers to support queries and redress.\nInstaller/retrofit professional interface and lodgement process. Provision of an accessible industry-facing system for lodgement/upload of measures installed.\nTraining and professional development. Support and guidance to industry to support compliance with standards and codes of conduct.\nThis service does not duplicate the certification role of installer Certification Bodies. Responsibility splits and governance arrangements in a reformed system will be consulted on later in the year, as set out in the Warm Homes Plan. UKAS will continue to accredit Certification Bodies, and accreditation is out of scope.\n2. Data, Technology and Intelligence\nThis area covers the infrastructure and analytical capability required for secure and reliable operation. It includes data collection, storage and management, operation of a data warehouse, secure user platforms and use of data to identify risks and support improvement. \nRequired outcomes:\nData collection, storage and sharing. Provision of a secure data storage system with accessible user interface, real time access and defined data rights and sharing agreements.\nData analysis and intelligence. Data analysis to provide insights to support operations of the consumer protection system. Data on installations and performance will be used to track issues and identify risks in the system.\nInformation governance and security. Lawful, secure processing of data.\nTechnology and digital services. Provision of reliable and accessible user platforms to support the operations of the consumer protection service.  \n3. Protections, Quality Assurance and Compliance\nThis area provides the oversight and assurance framework underpinning trust in the system. It includes auditing, fraud and risk management, installer performance monitoring, proportionate enforcement and escalation where required. It also ensures appropriate financial protections for consumers.\nRequired outcomes:\nAuditing, quality and risk management. Establishment and delivery of an oversight and audit regime, through a combination of proactive and risk‑based oversight.\nFinancial protection mechanisms. Establishment, delivery and active management of a system that ensures consumers have valid financial protection, over a set time, to acceptable standards.\nPerformance management and enforcement. Establishment, delivery and active management of a sliding scale of proportionate interventions to encourage compliance and quality installations. This should move from early preventative action through to formal enforcement and escalation to support redress and overall quality in the system.\nStandards are out of scope for this work, but we are aware of organisations with existing standard development functions, who may wish to have a specific discussion on this topic.\nAs part of a separate workstream, DESNZ is continuing to sponsor BSI to produce the next amendment of PAS 2035/2030, planned for publication in Winter 2026, including a focus on conflicts of interest and innovation.\n4. Contract Management and Governance\nThis area provides the commercial, financial, reporting and governance framework needed to oversee performance and ensure effective operation.\nRequired outcomes:\nCommercial, contract and financial management. Implementation of governance, reporting, processes and controls to deliver the service, support BAU and continuous improvement.\nStakeholder and regulator liaison. Effective engagement with industry bodies and installer groups. Engagement with regulators and Other Government Departments.\nMobilisation and exit from the contract.",
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        "description": "Engagement Context \nPlease note that this is very early-stage engagement. Its purpose is to inform Departmental discussions about possible delivery models for the future of consumer protection for warm homes retrofit. Final decisions about how consumer protection will be delivered, and the involvement of commercial actors in this in the future have not been made yet. The intention for this round of engagement is to speak with commercial operators to understand more about the market’s capacity and appetite to deliver the services.  \nThis engagement is part of the Department’s work around consumer protection for warm homes retrofit. It sits alongside, and is complimentary to the planned consultation exercise, as detailed in the Written Ministerial Statement on 13 October 2025 and the Warm Homes Plan. \nAs thinking around the delivery model evolves, if any part of the service will be outsourced, additional market engagement will take place as required alongside, or following, the policy consultation. This will include more detailed engagement with suppliers on the requirements, procurement procedures and contract terms among other things. Suppliers will be notified of such engagement via additional notices.  \nAt this stage the size, scope, value and duration of any procurement or contract is uncertain. his engagement does not commit the Department to a specific procurement approach but is intended to inform decisions on how elements of the reformed consumer protection system may be delivered. \nEngagement Purpose \nThe purpose of market engagement at this stage is to: \n> Develop the authority’s (DESNZ) requirements and approach to the (possible) procurement. \nThe Department expects to share information about the scope of possible services associated with delivering consumer protection for warm homes retrofit and the outcomes we are looking for. Where possible information will also be shared about possible delivery routes for feedback.  \n> Identify suppliers that may be able to supply the services required. \nAs part of our assessment of delivery options the Department is keen to understand more about the market capacity and appetite to take on the services or elements of the services to deliver consumer protection for warm homes retrofit. This includes getting a better understanding of supplier capabilities, risk appetite and commercial appetite, and understanding how different delivery models could affect supplier roles and incentive to operate.  \n> Build capacity among suppliers in relation to the possible procurement and contract to be awarded.  \nThe Department does not expect to share any significant information about possible routes to market, timelines or wider commercial arrangements (fees, KPIs, contract terms etc.) at this stage but is keen to hear from suppliers about their thoughts on these matters as appropriate. \nEngagement Process \nEngagement will take place in April and May 2026 in two parts.  \nPart 1: Webinar \nSuppliers are invited to attend a webinar hosted by the Department. This webinar will take place on 21 April 2026 at 10:00am BST and will be hosted on Microsoft Teams. The webinar will provide: \n> An introduction to the scope of the future consumer protection system.  \n> The options under consideration for delivery. \n> The topics for feedback.  \nTo register your interest in attending the webinar please sign up at the following link \nhttps://forms.office.com/e/3cXGUJCkMB\nOnce you have registered, a link will be provided to attend the meeting. Please do not email us to register for the webinar, registration is only via the above link.  \nThe Department will be accepting questions at the webinar where those questions are linked to the information shared and consumer protection.  \nThere are no advance documents available. Suppliers are encouraged to refer to the published Warm Homes Plan and relevant Ministerial Statements for background information. Presentation materials will be made available following the meeting on the on the Opportunity Listing section of the Department’s procurement portal: \nhttps://beisgroup.ukp.app.jaggaer.com/ \nPart 2: Feedback  \nSuppliers will be able to provide feedback via two routes as follows. Suppliers may choose to feedback by either route or to use both routes. \n(A) Microsoft Forms link will be made available for written comments and questions between 23 April 2026 and 15 May 2026. The link will be available on the Opportunity Listing section of the Department’s procurement portal: https://beisgroup.ukp.app.jaggaer.com/ \n(B) Suppliers will be able to book a one-to-one feedback session with the Department between 23 April and 15 May 2026. To book a feedback slot, suppliers should email the Department at consumer.protection.reform@energysecurity.gov.uk with the email subject “Request for consumer protection market feedback slot – [name of organisation]” and arrangements will be made. \nFeedback meetings will be held via Microsoft Teams with a member of the Department’s commercial team and at least one representative from the policy team. Feedback slots will be limited and allocated on a first-come-first-served basis to organisations that have an interest in delivering the services. The discussion will be limited to the stated topics.   \nIndividuals and organisations with wider comments on policy design for consumer protection will have further opportunities to provide feedback during the policy consultation later in the year.  \nA high level, non-attributable summary of market feedback received and the Department’s actions in response will be provided at any future market engagement exercise. Commercially sensitive information will not be shared. If you believe your feedback is commercially sensitive please mark it as such. If the Department does not agree, we will discuss this with you and you will have the option to either amend or retract the comments. If you have concerns about commercial confidentiality during this engagement exercise please contact the Department at consumer.protection.reform@energysecurity.gov.uk to discuss further."
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