Boiler Upgrade Scheme (BUS)

Enquiries

If you need to speak to someone about the Boiler Upgrade Scheme (BUS) or have any comments or suggestions, contact the BUS support team:

If you want to talk about a specific installer account, you will need to have your installer account ID.

If you want to talk about a specific application, you will need to have your application ID.

Complaints

We want you to be happy with the services you receive. If you are unhappy, you may want to make a complaint. For complaints, please see Complaining about Ofgem 

Requesting a statutory review

If you are an installer and we’ve made any decision under BUS that you think is incorrect (eg rejecting your application) you can request a statutory review.

If you are considering submitting a request for a statutory review, we recommend you read Chapter 9 of the BUS: installer guidance.

To start the statutory review process:

You must use the email that we have on file for you. 

You’ll need to provide:

  • a description of which decision you are requesting a review of
  • the reasons why the decision should be reviewed (using as much detail as possible)
  • any evidence to support the request, such as supporting documents or correspondence, which we will take into consideration during the review process.

You must submit your request for a statutory review - along with all supporting evidence - within 28 days of receiving the decision you want reviewed.