The ECO4 scheme, designed to help low-income households transition to renewable heating, has been a lifeline for many UK homeowners unable to afford the upfront costs of energy-efficient upgrades. On paper, the initiative sounds promising: free heat pumps, insulation and even solar panels, all to reduce carbon emissions and improve energy efficiency. But in practice, ECO4 has left many bewildered and frustrated homeowners with poorly executed installations and mounting energy bills.
We’ve seen an increase in stories documenting shoddy workmanship under the scheme. These aren’t isolated cases but a worrying trend that raises serious ethical concerns about how such projects are delivered and managed. Disturbingly, many homeowners feel guilty about voicing their dissatisfaction because the installation was “free.” But let’s be clear: these installations were not free. They were funded by taxpayers, and the contractors were well-compensated for their work.
Homeowners Speak Out
On our forums, we’ve seen homeowners with ECO4 installations share their experiences, often with a mix of confusion, guilt and desperation. Take Jaynie, for example, who posted:
“I’ve just joined this forum and feel like a rabbit staring at the headlights of a truck… Because of a medical condition, I was awarded an ECO4 grant in September 2024. An ASHP and solar panels were installed in October to replace my oil boiler. I’m completely bewildered and have no clue what I’m doing with the system. My electricity bill has skyrocketed, and quite frankly, I’m scared and cold.”
Jaynie’s story highlights the lack of aftercare provided to homeowners under ECO4. Despite receiving a system that was supposed to improve her quality of life, she feels more stressed, colder and poorer than before. Her case illustrates a broader issue: recipients of ECO4 grants often lack the guidance and support needed to operate these systems effectively.
Another forum member, Lenny, shared his own struggles:
“Our ECO4 install included internal wall insulation and solar panels, but the surveyor miscalculated, and only nine panels fit instead of the promised twelve. Now in our second winter, the running costs are scary. My son’s medical condition qualifies us for the scheme, but his inability to regulate body temperature means we can’t use the system as intended. The installer, a sub-contractor, did the bare minimum, and the main contractor passed the buck.”
Lenny’s experience underscores another problem: the disjointed communication and lack of accountability in ECO4 projects. Sub-contractors rushing to complete jobs on tight schedules leave homeowners like Lenny and Jaynie grappling with half-finished systems and no clear point of contact for help.
Dwynwen, another forum user, echoed these frustrations:
“The contractor was paid handsomely, but we’ve been left with a system that doesn’t work properly. I’ve had to contact the installer multiple times to fix issues, and now they’re ignoring me. I know I should complain, but I feel bad because the system was free. It feels ungrateful to say it, but I wish I could go back to my old setup.”
It Was Never Truly “Free”
One of the most troubling aspects of these stories is the guilt homeowners feel about complaining. Many believe they should be grateful because they didn’t have to pay for the installation. However, this mindset overlooks a crucial point: these systems weren’t free at all. The funding for ECO4 comes from taxes, and the contractors were paid substantial sums to deliver these installations.
A poorly executed system doesn’t just waste taxpayer money; it also undermines the homeowner’s quality of life and confidence in renewable technologies. These homeowners have every right to expect a high standard of workmanship and ongoing support, regardless of how the installation was funded.
The Ethical Dilemma
ECO4 was designed to provide vulnerable households with energy-efficient solutions, but the reality is often far from ethical. Contractors under the scheme are frequently incentivised to prioritise speed over quality. Sub-contractors are paid a flat rate per job, leading to rushed installations and a lack of accountability.
In addition to this, the lack of oversight means that many installations fall far short of industry standards. These homeowners, already struggling with health issues or financial challenges, are left to bear the brunt of these failures. They don’t just deserve better; they are entitled to it.
Renewable Heating Hub
One of the reasons we started Renewable Heating Hub is because we believe homeowners should never feel guilty about demanding better. Our forums exist to provide a space for people like Jaynie, Lenny and Dwynwen to share their experiences, seek advice and find solutions.
Jaynie, for instance, found solace in the forum after initially despairing over her ECO4 system. She wrote:
“I was in despair when I first wrote this post and ready to have the whole system taken out. My post was met with brisk kindness and immediate offers of help. Little by little, I’m beginning to understand and learn. I’m so relieved to have stumbled upon this forum.”
Her story is a testament to the power of community and the importance of accessible, knowledgeable support.
What Needs to Change
The problems with ECO4 highlight the need for systemic change. First, there must be stricter oversight of contractors to ensure installations meet industry standards. Sub-contracting should be limited, and main contractors must be held accountable for the quality of work.
Second, recipients of ECO4 grants should receive thorough training and guidance on using their systems. A comprehensive handover process, including clear instructions and contact details for support, should be mandatory.
Finally, there must be a robust complaints process. Homeowners should feel empowered to raise concerns without fear of being dismissed or ignored. TrustMark, MCS, HEIS, RECC and other regulatory bodies must take complaints seriously and enforce penalties for substandard work.
I would like to add that I had an ASHP, internal wall insulation and solar panels on the ECO4 scheme and overall am very satisfied with the work we received. As stated in the article, it is common for the organising company to sub-contract out all the works, and indeed this was the case for us. Luckily, the 3 companies/sub-contractors that performed the works were excellent. I think it REALLY helps, is even essential, to have a really good understanding of what you are getting / letting yourself in for before you sign up for the scheme, as this can help alleviate issues and/or unreasonable expectations. Do your research beforehand and ideally speak with / visit someone who’s had similar work done as I believe you will get far more out of the process if you are able to fully engage in it rather than just being the recipient of it.
This will sound rather foolish but I had no idea about what to expect when ECO4 installation started. No plans, no discussion after first introduction. Had no idea the scale of the project, then couldn’t believe the rough and ready finish. Some things were just tick box exercises. Have already posted comments about this.
Remedial work has been done but no improvement.
Have now been threatened with court action unless I sign off on project. I am usually a very private person but I feel so confused and disappointed that a day in court will force me to go public so told company to go ahead. They have now promised more remedial work but I don’t trust them to do a proper job.
It has not been the best experience.
Someone, somewhere must be doing well out of this scheme but it isn’t me.
Not sure how to add photo or there would be a couple of pictures of the supposed high standard installation expected for retrofit.
I have been unable to get outside for some weeks.
Yesterday I saw the external components of ASHP installation.
I was shocked, nothing like I expected.
Told by a visiting health care worker he had seen much worse.
Are the installers working to a very tight grant budget?
Should have said I had to replace a short length of insulation which had fallen off.
In several places the insulation does not completely enclose pipes.
Perhaps I hoped for too much as a freebie but I expected something more like this.