New research from MCS has revealed a 95% satisfaction rate among customers of the Boiler Upgrade Scheme (BUS).

All installations under the BUS must be MCS certified, which means they have been completed by an MCS installer using MCS certified products. Since July 2022, MCS has conducted a BUS outreach programme on behalf of Ofgem. This involves contacting BUS recipients and completing a verification survey about their installation, typically within a few months of the installation being completed. MCS reported that the majority of those contacted had received a heat pump, with a small handful using the BUS for a biomass installation.

The outreach programme, while primarily focused on monitoring for fraudulent activity, allowed MCS to assess the homeowner’s experience of the installation. As part of the survey, consumers are asked if they ‘are happy, overall, with their installation’.

To date, MCS has contacted 72,142 customers, 10,380 in the last quarter of 2025 alone. The overall satisfaction rate since the programme began is 95%. Any recipients that say they are not satisfied are provided with information on the complaints process for their installation and routes to redress if necessary.

Ian Rippin, CEO at MCS, said: “It’s great to see that an overwhelming majority of consumers who have used BUS to invest in home-grown energy are satisfied with their installation. This is a testament to the MCS installers working under the Boiler Upgrade Scheme, who are committed to upholding standards and raising the bar for quality across the industry.

“As the government’s sole certification scheme for clean heat measures, we look forward to continuing our mission in giving everyone confidence in home-grown energy and supporting the delivery of the expanded BUS scheme. Consumer protection is at the heart of MCS, and under the redeveloped installer scheme, set to be rolled out throughout 2026 and into 2027, we will be conducting outreach to all customers who receive an MCS certified installation, further enhancing our ability to monitor the sector and provide protection to consumers.”