What to do if you have poor quality wall insulation
Check what to do if you've had poor quality insulation work fitted through a government scheme.
There are quality issues with some solid wall insulation fitted through government schemes.
This includes issues such as poor installation or failure to meet building regulations, which can lead to problems like damp or mould.聽聽聽
Who is affected聽
You may be affected if you had fitted through the following schemes:聽
- Great British Insulation Scheme (GBIS)听
- Energy Company Obligation (ECO4) (since April 2022)听
Ofgem will send you a letter if you have had work done through one of these schemes setting out next steps.聽聽
If we do not think you鈥檝e had poor quality insulation work done, we will confirm in the letter that no further action will be taken.聽聽
If you鈥檙e a tenant or landlord聽
The letter will be sent to the address of the property where the work has been done.聽
If you鈥檙e a tenant, please let your landlord know about the letter. You may need to allow access for checks and further works in line with your tenancy agreement. 聽
What happens next
Your insulation work will be quality checked by qualified professionals. This may include a review of the installation documents or a visit to your property.聽聽
As part of this check, you may be contacted by the following bodies:聽
- - GBIS/ECO4 administrator
- 聽- quality scheme administrator
- a certification body - the body that oversees the work of your installer聽
If your insulation work is found to be faulty, your installer will be asked to fix the issue.聽聽
You should not be asked to pay any money for this work.聽
All organisations involved in the process will use your Unique Measure Reference when contacting you. You can find this number in your letter. If you鈥檙e unsure if someone contacting you is genuine, you can contact the freephone number provided below.
If you have other concerns about your insulation聽
If you鈥檝e had insulation fitted under a different government scheme, you should not need to take any action. If you have concerns, you can contact your council or social housing provider.聽
If you have a separate complaint about your installation, you can follow the steps set out in the TrustMark complaints process. This includes information on what to do if your installer is no longer operating and how to find your installer鈥檚 certification body.聽
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Get help
If you have any questions or need any more information, you can contact Ofgem.
You鈥檒l need to give your Unique Measure Reference if you have one.
Phone
Ofgem helpline
Phone: 0808 169 4447
Monday to Friday, 9:30am to 4:30pm (except bank holidays)
Find out about call charges
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