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 through the following schemes:
- Great British Insulation Scheme (GBIS)
- Energy Company Obligation (ECO4) (since April 2022)
Ofgem is sending letters to all affected properties setting out next steps.
What happens next
If you’ve already had a home check
If you’ve had a home check since January 2025, no further action is required.
If you have internal wall insulation
If you had internal wall insulation fitted, no action should be required.
An audit of solid wall insulation has shown fewer issues with this type of insulation.
Contact Ofgem if you still have concerns.
If you have external wall insulation
All properties which had external wall insulation installed will be offered a home check.
Your insulation work will be quality checked by qualified professionals.
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 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
Tell us about your wall insulation
Phone
Phone: 0808 169 4447
Monday to Friday, 9:30am to 4:30pm (except bank holidays)
Find out about call charges
Updates to this page
-
Added helpline details.
-
First published.