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Heat and Buildings Strategy is welcome but there’s a ‘key piece missing’, says Citizens Advice

19 October 2021

In its role as the consumer watchdog for the energy market, Citizens Advice comments on the government’s Heat and Buildings Strategy published today.

Dame Clare Moriarty, Chief Executive of Citizens Advice, said: 

“Soaring energy prices are forcing people to make desperate choices this winter when it comes to paying for essential bills and food. The situation has highlighted the urgent need for all our homes to be more energy efficient.

“This strategy is a welcome step, but there is a key piece missing - simplifying protections for consumers who will need to make major, potentially complicated, changes to their homes. It’s vital the government moves forward with plans to provide the information, support and protections people need to to make these changes. 

“The boiler upgrade grant will make a big difference and should help bring down upfront costs for heat pumps. But making changes to homes can be complex and the scale of change needed won’t be achieved without more support. Homeowners, who will bear the cost of home improvements, must have a range of ways to pay for any changes including through mortgage lenders and other low-cost finance offers.” 

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.