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.
