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If insulation installed through a UK grant appears defective, document the problem, identify the scheme and installer, then use the complaint route that fits the work. Some households with solid-wall insulation funded through ECO4 or the Great British Insulation Scheme (GBIS) may qualify for a free professional home check; that route is limited by insulation type, funding and installation dates, so it does not apply to every grant-funded job.
Keep the grant paperwork, installation date, guarantee and any Unique Measure Reference (UMR) together. Do not arrange removal or assume a grant will pay for repairs until you have checked the installer’s response, any guarantee or insurance, and the relevant scheme rules.
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What should I gather before making a complaint?
Start by identifying what was installed, when it was installed, who arranged the work and how it was funded. This helps determine whether the targeted solid-wall check is relevant or whether you should use the general complaint, guarantee or landlord route. Look for the installer’s name, the installation or completion date, scheme paperwork mentioning ECO4 or GBIS, the measure type, a UMR, and guarantee or warranty documents. If the scheme is unclear, Ofgem may be able to help identify whether an ECO measure was involved.
Record the problem before anything is altered. Take clear photographs and note the date, the affected rooms or walls, when the issue began and whether it has changed. Keep receipts, quotes, certificates, inspection reports, grant documents, letters and messages with the installer. If there are effects such as damp, mould, cracking, water ingress or higher bills, write those down too. They may be relevant context, but a symptom alone does not establish that insulation was installed incorrectly or caused the problem. Citizens Advice recommends keeping paperwork, photographs and dated notes for home-improvement disputes in its guidance on problems with building work and home improvements.
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Keep the originals and send copies when making a complaint. If you speak by phone, make a dated note of who you spoke with, what was discussed and any promised action. A short written timeline can help you explain the issue consistently to the installer, TrustMark, a guarantee provider or the party that arranged the work.
Could I get a free check for faulty solid-wall insulation?
Possibly, if the work was solid-wall insulation funded through ECO4 or GBIS, was installed from April 2022 through January 2025, and your household received help with the cost. Citizens Advice describes a free home check by a qualified professional for cases in this scope. It is a limited route, not a general inspection offer for every insulation grant, measure or installation date.
The professional checks whether internal or external solid-wall insulation was correctly installed. If a fault is found, the installer is expected to fix it without charging you. The government’s guidance says that for repair work requested after scheme wall insulation is found faulty, “You should not be asked to pay any money for this work.” That assurance concerns the requested repair, not every separate survey or unrelated repair in the home. Read the GOV.UK guidance on poor-quality wall insulation and Citizens Advice guidance on getting help with faulty solid-wall insulation for the route and eligibility details.
Residents who qualify are described as being contacted and offered the check. If you believe your work fits but have not received contact, or you are unsure whether an approach is genuine, contact TrustMark through details published on its official website rather than relying on a caller’s number or link. Procedures and contact details can change, so verify them at the time you act.
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How do I check whether a letter or visit is genuine?
Use the UMR to verify a contact about the targeted solid-wall check before agreeing to a home visit. A letter should quote the UMR. If someone arrives at your door, ask for identification and the reference, and do not rely on an unsolicited visitor’s explanation alone.
Check the reference with TrustMark using its independently located, official contact channel if anything is unclear. Citizens Advice also advises contacting TrustMark if you think you may qualify but have not been contacted. Do not use contact details supplied only by an unexpected caller or visitor to verify that same approach. The UMR is a way to check the scheme-related contact; it is not, by itself, proof that an installation is defective or that a proposed repair is covered.
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For most ECO measures, Ofgem advises consumers to follow TrustMark’s complaints process. If that process does not cover your case, the next steps may be to complain to the installer, check the guarantee and approach the guarantee provider. The correct route depends on the installation date, the measure, the installer’s status and the documents you have.
Ofgem’s ECO complaints guidance says TrustMark’s process may not apply in some cases, including where the installer no longer has active TrustMark registration or the work predates 1 January 2020. Where the process does not apply, contact the installer and explain the problem. Check your documents for guarantee or warranty terms. If the installer has ceased trading or has not dealt with the problem, contact the guarantee provider; some providers may suggest contacting them at the same time as the installer. If the matter remains unresolved, the installer’s accreditation or certification body may be able to help. The relevant body depends on the measure and installer, so check the paperwork rather than assuming one organisation covers every insulation type.
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Make the complaint specific: identify the work and date, describe what is wrong, attach selected photographs or reports, and state what response you are seeking. Ask for a repair where appropriate and request a written reply. Keep a copy of everything sent and note any response deadlines given by the installer, scheme or guarantee provider. If the problem is not covered by the targeted free-check route, that does not automatically mean you have no recourse; it means you need to identify the applicable complaint and guarantee arrangements.
Who should I contact if I did not arrange the work?
Contact the person or organisation that arranged the installation before assuming the subcontractor is the only party responsible for handling your complaint. For a home-improvement contract, Citizens Advice says the trader who arranged the work is generally the party to approach even if another business carried it out. The terms of the contract and the circumstances still matter; a refund or a particular form of compensation is not guaranteed in every grant-funded case.
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If you are a tenant and your landlord arranged the work, raise the issue with the landlord or letting agent. If the work was arranged for a shared-ownership property, a block or a leasehold home, the relevant landlord, freeholder or management company may have arranged it. Use that organisation’s complaint process. Leaseholders whose complaint to a freeholder or management company is unresolved can seek advice from LEASE, as described in Citizens Advice’s guidance on complaining about an energy-efficiency home improvement.
Look for documents left by a previous owner or held by the landlord, managing agent or freeholder. They may identify the installer, scheme, date, guarantee or UMR. If you cannot identify the ECO funder, Ofgem says it may be able to identify the energy company that ultimately funded an ECO measure through a subject access request to its ECO team. Check Ofgem’s current process and contact details before submitting one; Ofgem administers ECO but is not necessarily the contractual party that carried out or arranged your installation.
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Will ECO4 pay to remove or replace defective insulation?
Not automatically. Ofgem’s ECO4 Delivery Guidance, version 4.0 published in March 2026, sets conditions for extraction or removal support in specified cases. Whether a particular job qualifies depends on the available guarantee and other cover, the original installer’s ability or willingness to remedy the work, the circumstances and supporting evidence. Do not book removal on the assumption that ECO4 will reimburse it.
Under the guidance, where a valid appropriate guarantee covers remedial work, that work should be covered by the guarantee and is not funded as an ECO measure. If no guarantee exists, the guidance also requires that building insurance or another means does not cover the work. In relevant cases, the original installer must be unable or unwilling to remediate before extraction may be considered. Evidence can include a monitoring survey, a pre-installation building inspection, an inspection report or documents showing that a guarantee does not exist or has expired. These are scheme conditions, not a promise that an individual household will receive funding. See Ofgem’s ECO4 Delivery Guidance, version 4.0, and check the terms applying to your installation.
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Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What if the installer has closed or will not fix the problem?
First, contact the guarantee provider named in the paperwork and ask whether the work and problem are covered, what evidence it needs and how to make a claim. If you cannot find the documents, ask the landlord, former owner, managing agent or the business that arranged the work for copies. A guarantee may determine who should carry out or pay for remedial work, so establish its status before arranging repairs yourself.
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If the installer is still operating but has not responded or has refused to address the problem, keep that response as part of your evidence and raise the issue through the applicable TrustMark or other complaint process. If TrustMark’s process does not cover the case, Ofgem’s complaint guidance points residents to the installer and guarantee provider, with the installer’s accreditation or certification body as a possible further contact. Which body applies is specific to the installer and measure. Avoid assuming that contacting Ofgem alone will resolve a contractual complaint: Ofgem administers the scheme, but it may not be the party responsible for the installation contract.
What should I do next?
- Identify the work. Note the insulation type, approximate installation date, installer or arranging business, scheme if known, UMR and any guarantee.
- Record the issue. Take dated photographs, make a timeline and keep copies of paperwork, receipts and communications. Describe symptoms without treating them as proof of defective installation.
- Check the targeted route. If it is ECO4 or GBIS solid-wall insulation installed from April 2022 through January 2025 and your household received help with the cost, check the free home-check process and verify any contact using the UMR.
- Complain to the right party. Use TrustMark for most ECO measures where its process applies. Otherwise contact the installer who arranged the job, then the guarantee provider if needed; involve the landlord, freeholder or management company if that body arranged the work.
- Check cover before authorising removal. Review the guarantee, insurance and ECO4 conditions. Keep any professional inspection report or other relevant evidence, and do not assume removal will be grant-funded.
For general home-improvement disputes, the contract and evidence shape what remedy may be available. Citizens Advice describes asking the trader to repair the work and, if the trader cannot or will not fix it, considering an appropriate partial or full refund. The appropriate outcome depends on the agreement and facts; it should not be treated as a guaranteed result for every grant-funded installation.
Frequently Asked Questions
Does the free insulation check cover internal and external wall insulation?
The described check is for solid-wall insulation and can assess insulation fitted inside or outside the wall. That does not mean the same free-check offer applies to cavity-wall, loft or other insulation.
Is a Unique Measure Reference proof that my insulation is faulty?
No. It helps verify a letter or visit connected with the scheme process. Whether the insulation is faulty is determined by the professional check or other appropriate assessment.
Can I claim compensation for defective grant-funded insulation?
A repair, refund or other remedy depends on who contracted or arranged the work, the problem and the applicable guarantee or complaint route. Citizens Advice describes seeking an appropriate partial or full refund in some home-improvement disputes, but no particular payment is guaranteed.
Does Ofgem directly repair insulation or decide every complaint?
Ofgem administers ECO and publishes scheme guidance, but it may not be the contractual party for an installation. The practical complaint route can instead involve TrustMark, the installer, a guarantee provider or the organisation that arranged the work.
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