Asked by: Sarah Edwards (Labour - Tamworth)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, if he will publish the training materials for case handlers of the Energy Ombudsman.
Answered by Miatta Fahnbulleh - Parliamentary Under Secretary of State (Department for Energy Security and Net Zero)
Ofgem is required to review the Energy Ombudsman every two years. As part of these reviews, the Energy Ombudsman provided training materials to Ofgem, who judged that staff at the Ombudsman were sufficiently well-trained. The decision about whether to publish training materials is a decision for the Energy Ombudsman, who are independent of Government.
We want it to be quicker and easier for consumers to access the Energy Ombudsman service and for any customer who has received a poor-quality service from their supplier to receive the compensation and resolution they deserve.
That is why the Government has announced proposals to strengthen the Energy Ombudsman to ensure that suppliers comply with its final decisions or pay compensation to their consumer. We will also consult on introducing automatic referrals to the Ombudsman, explore the reduction of referral waiting times from 8 weeks to 4 weeks and make the overall complaints process more transparent and accessible.
Asked by: Sarah Edwards (Labour - Tamworth)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, who is liable for the cost of repairing damage incurred from installing insulation under the Great British Insulation Scheme.
Answered by Miatta Fahnbulleh - Parliamentary Under Secretary of State (Department for Energy Security and Net Zero)
All installations under government energy efficiency schemes, including the Great British Insulation Scheme, must be carried out by a TrustMark registered business. TrustMark registered installers are required to provide consumers with guarantees from a TrustMark approved guarantee provider. TrustMark have a 3-step dispute resolution process for when things go wrong which includes liaising with the original installer to carry out any required repairs in the first instance. Further information on the steps consumers can take and financial protection for installations can be found on TrustMark’s website here: https://www.trustmark.org.uk/
Asked by: Sarah Edwards (Labour - Tamworth)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, what provisions his Department has put in place to help ensure the professional competency of firms that install insulation with support from the Great British Insulation Scheme.
Answered by Miatta Fahnbulleh - Parliamentary Under Secretary of State (Department for Energy Security and Net Zero)
We recognise the importance of facilitating a competent and robust supply chain. All installations under government energy efficiency schemes, including the Great British Insulation Scheme, must be carried out by a TrustMark registered business. This includes a requirement to meet independent industry standards and to provide a warranty to the householder, in case something goes wrong.
The government recognises the need to reform a fragmented system and will introduce plans to drive-up quality and protect consumers through the Warm Homes Plan.