The free Find & Fix audit, and whether you qualify
If your external wall insulation was installed under ECO4 or the Great British Insulation Scheme, you can have it inspected and put right at no cost to you. This page explains how that works, who pays, and what to do if it does not apply to you.
Which route applies to you
These are genuinely different situations. Starting in the wrong place wastes months.
External wall insulation under ECO4 or GBIS
Every property that had external wall insulation under these schemes is being offered a home check. The audit is free and so is any repair it identifies.
Go to TrustMark. Not to us.
Internal wall insulation under ECO4 or GBIS
Government guidance is that no action should be required. The audit found fewer issues with internal wall insulation than external.
Only contact Ofgem if you have concerns.
Anything outside those schemes
Spray foam, older cavity wall fill, work you paid for privately, or a property with no scheme guarantee behind it. No free route exists for these.
This is where we can help.
Who actually pays for the repair
This is the part most homeowners are never told, and it is the single most useful thing on this page. Liability runs in a chain:
- 1The installer who did the work.
- 2Their certification body, if the installer will not or cannot.
- 3The guarantee provider, up to £25,000 per property — raised from £20,000 in June 2026.
It is never the homeowner, and it is not the taxpayer. Critically, the cover still stands if the installer has gone out of business — which many have. An installer folding does not leave you with the bill.
How to book the free audit
Contact TrustMark directly
They run the scheme. There is no charge and no need to go through anyone else — including us.
Lines are open Monday to Friday, 9am to 5pm.
Have your Ofgem letter to hand if you can
Around 60,000 households were written to about their installation. That letter contains a UMRN — a Unique Measure Reference Number — which identifies your specific installation and saves a lot of "we have no record of you". It is worth digging out, but nothing published says you will be turned away without it, so do not let a lost letter stop you calling.
If you have already had a home check
Government guidance is that if you have had a home check since January 2025, no further action is required.
If you had internal wall insulation
The position is different, and we would rather tell you that than take your details. Government guidance is that no action should be required for internal wall insulation, because the audit found fewer issues with it than with external.
If you do have concerns, your route is Ofgem, not TrustMark: 0808 169 4447 (Monday to Friday, 9.30am to 4.30pm) or ECOhelp@ofgem.gov.uk.
If somebody rings you out of the blue
Households affected by a bad installation are frequently targeted a second time, by callers offering to handle a "claim" for a fee. The free audit is booked by you, with TrustMark, at no cost. Nobody needs to arrange it on your behalf and nobody should be charging you for access to it.
If a caller claims to be from the scheme, ask them for your UMRN. A genuine contact will be able to discuss your specific installation record.
If no free route covers you
Spray foam, older cavity wall fill, private work, or an urgent problem you do not want to queue for.
Tell us what happened and we will point you at the right route. If that turns out to be the free one, we will say so — we would rather do that than take a fee for something you could have had for nothing. Where the work does need paying for, we can introduce you to a specialist, who may pay us a fee for the introduction.
Sources
- TrustMark — free Find & Fix audit offer
- gov.uk — what to do if you have poor quality wall insulation
- National Audit Office — Energy efficiency installations under the Energy Company Obligation (HC 1334, 14 October 2025)
- Public Accounts Committee — Faulty energy efficiency installations (HC 1229, 23 January 2026)
Last reviewed 10 September 2026.