We all want to keep our homes warm, but the cost can put us off. One way to reduce these costs is through energy efficiency improvements.

It’s not always easy to find out what support you can get with this or where to go when things go wrong.

ECO scheme

The ECO scheme can help cover the cost of insulation, boilers, and other energy efficiency improvements.

You can apply through your local council or any energy supplier – it doesn’t have to be your supplier.

Eligibility

You’ll need to own your home to get energy efficiency support. You can apply if you rent privately, but you’ll need permission from the landlord, so speak to them first.

If you live in social housing, your landlord or housing association should make sure your home is reasonably warm. If you don’t think they’re doing this, you can speak to us for housing advice.

Conditions for ECO

Your home must have an Energy Performance Certificate (EPC) rating between D and G. You’ll also need to fall into one of the following categories:

• Receiving a qualifying benefit
• On a low income
• On a repayment plan with your supplier
• You were unable to top up your prepayment meter in the last 13 weeks

You can find more information on our website here.

Cardiff and Vale of Glamorgan councils have partnered with EON for the ECO4 Flex scheme.

Visit Cardiff Council’s website here.

Visit Vale of Glamorgan’s website here.

To find out if you can apply or find other schemes, visit www.gov.uk/improve-energy-efficiency, which has a helpful eligibility checker.

Information about ECO installers

OFGEM doesn’t regulate the tradespeople who install the energy improvements themselves. The Energy Supplier or your Local Council will find the installer for you.

If you get a letter or a knock at the door from someone selling energy efficiency work, then these people must:

• Be Trustmark registered. Search the register here.
• Be Publicly Available Specification (PAS) Certified
• Have Microgeneration Certification Scheme (MCS) accreditation if they’re installing solar panels or wind turbines. Search MCS here.
• Be on the Gas Safe Register if they’re installing or fixing gas boilers

The installer must also provide:

• a written contract explaining what work is being done
• an eligibility form
• a privacy notice
• a declaration to sign when you’re happy with the work
• a Trustmark Guarantee.

They may also provide a guarantee or warranty from the manufacturer or installer, but this is optional.

Complaints about the work

Things can go wrong, but you should be able to get the work put right or repaired.

Check when it was installed, then find the paperwork & details of the installer. If you need this information, contact ECO.SAR@ofgem.gov.uk.

Find your guarantee or warranty. If it was insulation work and you can’t find it, contact Trustmark directly.

You could contact the energy supplier who funded it, they may be able to you installed it.

You can also report the issue to your local Trading Standards, who may offer support in your area.  You can do this by contacting the Citizens Advice Consumer Service on 0808 223 1133.

We’re here to support you with any questions or challenges you may encounter. We provide free, confidential and impartial information and advice to residents throughout Wales. For jargon-free help and advice, please Contact Us here.