ECO4 Regulations & Complaints

Purpose and Governance
The ECO4 scheme is a UK Government initiative designed to improve the energy efficiency of residential properties, with a particular focus on low-income and vulnerable households.

Regulatory Oversight
ECO4 is administered by the Office of Gas and Electricity Markets (Ofgem). Ofgem ensures that licensed energy suppliers meet their obligations under the scheme and that funding is delivered in line with statutory guidance.

While Ofgem oversees compliance and reporting, the practical delivery of upgrades is carried out by:

• Local authorities
• TrustMark-registered installers
• Retrofit coordinators and assessors
• Scheme support providers such as Consumer Rights CIC

To process your ECO4 application, documentation must be submitted in accordance with scheme eligibility rules. The type of documentation required depends on the route by which eligibility is being claimed.

1. Proof of Identity and Address

Applicants must submit valid evidence of their identity and current residence.

Accepted forms include:

• Passport or UK driving licence
• Utility bill, bank statement, or council tax notice (issued within the last 3 months)
• Tenancy agreement (where applicable).

These documents confirm both applicant identity and the address to which the ECO4-funded upgrades will apply.

2. Proof of Income or Benefit Entitlement

Applicants qualifying on the basis of low income or receipt of means-tested benefits must provide documentation that reflects their financial status.

Examples of accepted documentation:

• Universal Credit award letters
• Working Tax Credit or Child Tax Credit statements
• Pension Credit (Guarantee or Savings Credit) notification
• Housing Benefit or Income Support documentation
• Annual income summary (e.g. P60, payslips, or HMRC self-assessment return for self-employed applicants)

This information is used to verify household eligibility under income-based ECO4 routes.

3. Health-Related Eligibility Documentation

For households qualifying due to health vulnerabilities—specifically, conditions aggravated by cold housing—additional supporting evidence is required.

Examples may include:

• Letter from a General Practitioner (GP), hospital, or consultant confirming the diagnosis and impact of the condition
• Prescription history showing treatment for cold-related illnesses (e.g., respiratory conditions)
• Entitlement documentation for disability-related benefits such as Personal Independence Payment (PIP) or Attendance Allowance

Note: Consumer Rights CIC is able to liaise with your GP surgery on your behalf to request suitable documentation.

4. Property and Energy Efficiency Information

Because ECO4 targets property improvements, a clear understanding of the home’s current condition is necessary. Required information includes:

• A valid Energy Performance Certificate (EPC), if available (see “Find My EPC” service)
• Description of existing heating systems and insulation measures
• Details of any previous government funding or energy efficiency upgrades received.

If no EPC is available, this does not delay the process. A qualified retrofit assessor will be instructed to conduct an in-person assessment in accordance with PAS 2035 standards. The assessor will collect technical data and confirm which measures may be installed under ECO4.

Applicants working with Consumer Rights CIC will receive guidance throughout the process. The following steps will apply:

1. Initial Eligibility Check
   A basic eligibility screening will be conducted based on benefit status, income, health conditions, or housing circumstances.
2. Document Collection
   Based on your eligibility route, a secure online portal will be provided for uploading necessary documentation.
3. Retrofit Assessment and Coordination
   A PAS 2035-compliant retrofit assessment will be scheduled. This may include:
   • A whole-house energy assessment
   • Technical suitability checks
   • Coordination with registered installers.
4. Installation and Monitoring
   Once approved, installation will proceed through accredited contractors. Post-installation inspections and audits may be carried out to ensure compliance with ECO4 technical standards.

To maintain compliance with ECO4 requirements, applicants are strongly advised to:

• Work only with providers, assessors, and installers registered with TrustMark or relevant oversight bodies.
• Ensure that all documentation is up to date, accurate, and submitted through secure, authorised platforms.
• Monitor guidance updates from Ofgem, particularly in cases where policy adjustments or documentation requirements are revised.

Applicants seeking ECO4 funding should:

1. Prepare identity, address, and benefit/income documentation.
2. Request any required medical evidence if applying through the health condition route.
3. Locate your EPC (if available) or prepare for a retrofit assessment.
4. Contact Consumer Rights CIC to initiate your application and receive secure document upload links.

For further assistance or clarification, please consult Consumer Rights CIC directly.

ECO4 Support Available:

• Department for Business, Energy & Industrial Strategy: Energy Company Obligation
• Ofgem:  Energy Company Obligation (ECO4) Guidance: Delivery V1.1
• Ofgem: Energy Company Obligation (ECO)
• UK Government: Help from your energy supplier: the Energy Company Obligation
• Which?: Energy Company Obligation (ECO)

Other Support Available:

• Household Support Fund
• Cold Weather Payment
• Cost of Living
• Fuel Vouchers