Government insulation schemes: who pays to fix failed work
If insulation fitted under a government-backed scheme has gone wrong, the question that matters is who is responsible for putting it right. The answer depends on which scheme, which type of insulation, and whether the installer is still trading.
Sources listed at the end of this page.
ECO4 and GBIS external or internal wall insulation
This is where the failures found by the National Audit Office were concentrated, and where the government has set out who pays. Ministers have said households should not be asked to pay for these repairs.
- The original installer is liable for the cost of putting defects right.
- The 25-year guarantee pays if the installer has gone out of business or will not fix it: up to £20,000, or up to £25,000 for guarantees from the Installation Assurance Authority (IAA) since 17 June 2026.
- The National Energy Foundation covers relevant repairs for some homes where the installer has gone and the guarantee was cancelled, fraudulent or missing.
For external wall insulation, start with TrustMark's free Find & Fix audit (0333 555 1234, option 1). For internal wall insulation, contact Ofgem's ECO contact centre if you have concerns (0808 169 4447 or ECOhelp@ofgem.gov.uk). How the Find & Fix audit works.
Energy suppliers funded ECO work but have no specific liability for its quality, although the department has said it expects them to take responsibility. Ofgem does not handle individual installation complaints.
Cavity wall and loft insulation under earlier ECO schemes
Go back to the installer first. Cavity wall insulation from a registered installer should carry a 25-year guarantee — often from CIGA or, for newer work, The IAA — which pays for remedial work on confirmed defects. If the installer was TrustMark registered, you can also use TrustMark's complaints process. How CIGA guarantees work.
Green Deal
The Green Deal closed to new applicants; government funding for it ended in July 2015. Existing Green Deal loans are still repaid through electricity bills. According to gov.uk, disputes about the Green Deal can go to the Energy Ombudsman. Problems with the work itself start with the installer and any guarantee.
What the guarantees do not cover
Guarantees pay for repairs. The Public Accounts Committee noted that they do not cover compensation for ill health or loss of earnings, and they do not pay for damaged belongings. Whether you have any wider legal claim depends on your circumstances, so get independent advice — Citizens Advice's consumer helpline is 0808 223 1133.
If a complaint is not resolved
- TrustMark-registered business: complain to the business, then its Scheme Provider, then the Dispute Resolution Ombudsman — once you have a final response or 12 weeks have passed, and within 12 months of your first complaint. The ombudsman cannot help if the business has ceased trading.
- Consumer rights: for contracts since 1 October 2015 the Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. Small claims go up to £10,000 in England and Wales and £5,000 in Scotland and Northern Ireland.
- Time limits: contract claims generally have to be brought within 6 years in England and Wales, or 5 years in Scotland. Take advice early.
Is a government redress scheme coming?
No compensation scheme has been announced. The government consulted between 17 June and 10 September 2026 on reforming consumer protection for home upgrade schemes — including a public register of approved installers and a single advice and complaints service — with reforms targeted for around 2028. It has also said the Find & Fix programme is intended to finish by May 2027.
Practical steps
- Find your paperwork: installer, date, guarantee certificate, and any letter from Ofgem or TrustMark with your Unique Measure Reference Number.
- Take dated photos of the problem and keep a simple timeline.
- Use the free route that fits your installation, above, before paying anyone.
- Put complaints in writing and keep copies.
- Be wary of anyone who cold calls offering to handle a claim for a fee. The official routes are free to use yourself.
If no free route covers your home
For spray foam, private work or a problem with no guarantee behind it, we can introduce you to a specialist through Better Home Hub, which runs this site. Sending an enquiry is free; the specialist may pay Better Home Hub a fee.
Sources
- National Audit Office, HC 1334 (14 October 2025)
- Public Accounts Committee, Faulty energy efficiency installations, HC 1229 (23 January 2026)
- Treasury Minutes, government response to the committee (April 2026)
- DESNZ, Greater protections to restore families' trust in home upgrades (17 June 2026)
- Consultation: Reforming consumer protection for home upgrade schemes
- gov.uk, Green Deal
- Dispute Resolution Ombudsman, dispute resolution for TrustMark
Last reviewed September 2026.