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.
Who is affected
You may be affected if you had internal wall insulation or external wall insulation fitted between April 2022 and January 2025 through the following schemes:
- Great British Insulation Scheme (GBIS)
- Energy Company Obligation (ECO4)
Ofgem has sent letters to all affected properties setting out next steps.
Contact Ofgem if:
- you believe you’re affected but did not get a letter
- the letter confirmed that no action is required but you still have concerns
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.
As part of this check, you may be contacted by the following bodies:
- Ofgem - GBIS/ECO4 administrator
- TrustMark - quality scheme administrator
- a certification body - the body that oversees the work of your installer
If your insulation work is found to be faulty, your installer will be asked to fix the issue.
You should not be asked to pay any money for this work.
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’re unsure if someone contacting you is genuine, you can contact the freephone number provided below.
If you have other concerns about your insulation
If you’ve 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.
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’s certification body.
See the TrustMark complaints process.
Get help
If you have any questions or need any more information, you can contact Ofgem.
Please give your Unique Measure Reference if you have one.
You can contact us without this number, but it’s quicker for us to find your details if you have it.
Webform
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Phone
Phone: 0808 169 4447
Monday to Friday, 9:30am to 4:30pm (except bank holidays)
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