A homeowner has called for urgent reforms to the country’s green energy support schemes after a difficult experience trying to access government-backed loans and grants.
Helen Graham, a long-time environmental campaigner from Ayrshire, says a complex and confusing application process nearly derailed her efforts to install solar panels and a heat pump in her home.
The 54-year-old, who became a vegetarian at 14 and has campaigned with Friends of the Earth, was eager to switch to renewable energy when the opportunity arose. But despite her enthusiasm, Helen found the journey anything but straightforward.
“I thought it was a no-brainer – save money and help the environment,” she told STV News. “But the system made it feel impossible at times.”
Helen first applied for a loan through Home Energy Scotland in 2021. While the installation of solar panels went ahead without issue, the administrative process proved far more challenging.
“We kept getting asked to resend forms they claimed never arrived. It dragged on for months,” she said.
The problems continued when she later applied for a heat pump grant. Helen described long delays, malfunctioning online portals and a lack of guidance.
“It’s not laid out in steps. You don’t know where you are in the process. They can take over a week just to tell you something’s wrong with your forms,” she added.
Eventually, with support from her MSP and a few helpful staff members, Helen secured the grant, but she believes many others might give up.
“The government says it’s promoting green energy, but the way it’s run just puts up barriers,” she said.
Consumer watchdog Consumer Scotland has warned that many homeowners could face similar issues. It says stronger protections are needed to stop rogue traders exploiting government green energy schemes.
Fiona McDonald, head of research at Consumer Scotland, said: “While the transition to low-carbon heating is essential, consumers face real challenges – from unclear information to difficulties accessing financial support.”
The group is calling for greater regulation, industry accreditation and a simplified complaints system.
But Helen is urging ministers to go further by introducing dedicated caseworkers for each applicant.
She said: “You should have one person following your case, helping you with forms and pushing it through. Right now, it’s a maze.”
Despite her frustrations, she remains a firm believer in the benefits of green energy.
“I don’t have gas coming into my home anymore. It cost me nothing over the summer, and I get paid for the energy I export. I’d recommend it – but the process desperately needs fixing.”
For many consumers, green energy is a confusing sector with unfamiliar products.
In a drive to meet net zero targets, more than two million households could soon be considering changes to how they heat their homes.
There are lots of accredited providers but Consumer Scotland has warned of an increased risk of rogue traders and poor workmanship.
For example, there has been a huge rise in scams with spray foam insulation. Fraudsters are targeting homeowners by luring them with false promises of energy savings.
Among them is 87-year-old David Adams from Glasgow, who paid out £8,000.
STV NewsHe said: “Thinking back, I don’t know how I didn’t know about all the bad things that could be there – that must have been out there.
“I just never saw it until it was too late.
“I just felt the way he put the case to me, he was treating me like any other adult, but when I started to feel badly about it was the fact that I got a phone call within a week of it going in to say ‘I hear you’ve got this foam insulation’ and I thought ‘how did you get that information?'”
A Scottish Government spokesperson said: “It is vital people feel assured that any work carried out to decarbonise their heating is done to a high standard and represents good value for money.
“That’s why last year, a new online application and claim system launched for the Home Energy Scotland (HES) Grant and Loan, improving the customer journey for applicants.
“This is in addition to work we have be doing with the UK Government and Ofgem on the introduction of new consumer standards for heat network consumers – such as fair pricing and reliable supply – which will be introduced in January 2026.”
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