FAQs: New digital service to improve energy efficiency performance

Ofgem has issued draft guidance on protections for heat network consumers, and is seeking views on the rules and requirements set out in the authorisation conditions. This includes obligations around billing clarity, complaint handling, and safeguards for vulnerable residents.

Propertymark has welcomed Ofgem’s proposals to improve transparency and implement fair pricing protections for heat network customers, but warns that implementation must consider the operational realities of managing agents and ensure true consumer fairness.

Propertymark’s response to the Department for Energy Security and Net Zero (DESNZ) consultation sets out a clear and urgent case for reform of the scheme, which provides financial support for households in England and Wales to install low-carbon heating systems like heat pumps or biomass boilers. A more ambitious scope is needed to help overcome the barriers landlords face in meeting the UK Government’s energy efficiency ambitions — especially the proposed Minimum Energy Efficiency Standard (MEES) of EPC C for new tenancies by 2028.

The UK Government has confirmed the change will be part of the upcoming Future Homes Standard, to be published this autumn. Propertymark supports efforts to reduce household energy costs and improve energy efficiency in new homes but has urged Ministers to address practical implementation challenges and ensure support is in place for the UK’s 29 million existing homes.