Question to the Department for Energy Security & Net Zero:

To ask the Secretary of State for Energy Security and Net Zero, whether she has had discussions with Ofgem to ensure that heat pump installation companies under the Energy Company Obligation scheme provide (a) a suitable service for customers to assist with problems and (b) provide advice on the optimal use of the new heating system.

All installations under the Energy Company Obligation scheme must be carried out by a TrustMark registered business. Installations of low carbon measures, such as heat pumps, must be carried out in accordance with the Microgeneration Certification Scheme (MCS) requirements.

TrustMark’s Customer Charter sets out the responsibilities of any TrustMark registered installer which includes the registered business ensuring there is a proper testing and hand-over process to ensure the customer knows how installations work and should be maintained.

Ofgem has set out a route to redress for any issues arising from measures installed under the scheme, which can be found at: www.ofgem.gov.uk/eco4-complaints-process.