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Information, protection and support will be crucial to success of green homes schemes, says Citizens Advice

7 Gorffennaf 2020

Citizens Advice, in its role as the official consumer watchdog for energy consumers, has responded to government proposals for a Green Homes Grant.

Dame Gillian Guy, Chief Executive of Citizens Advice, said:

“These proposals look like good news for households. Retrofitting homes will help reduce people’s bills, keep homes warm and is essential to helping the UK achieve its net zero by 2050 target.

“Any scheme like this needs to be underpinned by comprehensive information, protection and support. People will need information to help them make the right decisions about changes to their homes. There needs to be strong consumer protections that give people the confidence to engage and ensure there is help when things go wrong. And there needs to be support in the form of funding and incentives that work for everyone.

“It is essential that no-one is left behind. Support must be made available for people in the private rented sector, the digitally excluded and anyone who struggles to engage with the energy market.”


On 25 June Citizens Advice detailed its call for a net-zero homes guarantee which would ensure that energy customers are informed, protected and supported through the net-zero transition. 

Previously Citizens Advice has highlighted the need to ensure the 4.5 million people in the private rented sector and the 5.3 million non-internet users are not left behind during the net-zero transition.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.