Two questions often arrive together, usually from homeowners who had work done under a grant scheme that has since closed. This page covers your basic consumer rights if the work was poor, and sets out clearly what happened to the Green Homes Grant, sourced to Citizens Advice, gov.uk and the House of Commons Library. This is general information, not legal advice.
If the work was defective: your rights
Under the Consumer Rights Act 2015, a trader must carry out work with reasonable care and skill. If they did not, you are generally entitled to have it put right, or to a price reduction. Citizens Advice recommends raising the problem with the trader in writing first, then using any guarantee, warranty or accreditation-body dispute route, such as TrustMark, before considering court. Gas work that is unsafe should also be reported to the Gas Safe Register. Keep records, photos and contracts, as evidence matters if a claim escalates.
Practical steps before legal action
- Put the complaint to the installer in writing, describing the fault and the remedy you want.
- Check for a guarantee, warranty or insurance-backed guarantee tied to the work.
- Use the relevant accreditation body dispute process (for example TrustMark, or the scheme that certified the work).
- Report unsafe gas work to the Gas Safe Register.
- Keep all paperwork, photos and correspondence in case you need to claim.
What happened to the Green Homes Grant
The Green Homes Grant voucher scheme launched in autumn 2020 and was scrapped quickly: the government announced its closure on 27 March 2021 and it stopped taking new applications on 31 March 2021. Vouchers can no longer be redeemed. The scheme had offered vouchers covering up to two-thirds of the cost of qualifying improvements up to 5,000 pounds, or up to 10,000 pounds for some low-income households, but it was widely criticised over administration and reached only a fraction of its target homes. For heat pumps, the Boiler Upgrade Scheme is the current replacement.
Common questions
Can I claim against an installer for bad work?
Usually yes. The Consumer Rights Act 2015 requires work to be done with reasonable care and skill, so you can seek a repair, redo or price reduction. Citizens Advice advises starting with the trader and any guarantee or accreditation dispute route before court.
Is the Green Homes Grant still available?
No. The Green Homes Grant closed to applications on 31 March 2021 and vouchers can no longer be redeemed, according to gov.uk. For heat pumps, the Boiler Upgrade Scheme is the current grant.
Where do I report unsafe gas work?
Report unsafe gas work to the Gas Safe Register, which is the official register for legal gas work in the UK. Keep evidence and put your complaint to the installer in writing as well.
Sources
Where to go next
More homeowner questions
This is general information, not mortgage, legal or surveying advice. VettedHome is an independent home information site, not a lender or installer.
Editor, VettedHome
Adam leads VettedHome's editorial coverage of UK home services. He is the founder and managing director of Muswell Rose, the commercial strategy and modern systems business behind a portfolio of UK information sites, and he researches and writes the plain-English guides that help homeowners choose between installers and trades, drawing on the standards set by the relevant bodies for each job, such as Gas Safe Register, NICEIC, MCS, TrustMark and the Property Care Association. He is clear about what to check before any work starts.
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