Jayne Bryant MS, Cabinet Secretary for Housing and Local Government
The Welsh Government recognises that the announced closure of the UK Government’s Energy Company Obligation (ECO) scheme along with the news that Consumer Energy Solutions (CES) ceased trading will cause a period of uncertainty for many households. I am aware Members of the Senedd have been contacted by constituents who are unsure of their rights and the steps they should take to secure a resolution.
I have been in contact with the Department for Energy Security and Net Zero and Ofgem to ensure households impacted continue to receive help with their ongoing retrofit projects, including those whose initial installers are no longer trading.
The Department for Energy Security and Net Zero has confirmed that they have nominated TrustMark to directly support customers of CES. The contact options available are to call Trustmark on 0333 555 1234, fill out an online form or to email disputes@trustmark.org.uk.
Householders who have been dissatisfied with ECO installations carried out by installers other than CES should follow the standard ECO complaints process set out on the Ofgem website.
For those households in Wales who have been told they are eligible for the ECO scheme but installations have not yet commenced I would urge them to contact our Nest advice line on 0808 808 2244 (Monday to Friday from 9am to 6pm) or request a callback from one of the advisors. The Nest scheme is not identical to ECO or GBIS, and we cannot guarantee eligibility or that householders will be offered the same energy efficiency and heating measures. However, the advisors stand ready to support all eligible householders who may want to explore alternative sources of support.