Choosing an insulation removal contractor
What to check and what to ask before you let a company strip out spray foam, cavity wall or external wall insulation — and when you should not be paying for removal at all.
You may not need to pay a contractor
- ECO4 or GBIS external wall insulation: TrustMark's free Find & Fix audit arranges repairs through the installer, and you should not be asked to pay.
- Cavity wall insulation with a CIGA or IAA guarantee: confirmed defects are put right free, up to the guarantee limit.
- Recent private work: the installer may be responsible; raise it with them in writing first.
What to check about the company
Company details
Look the company up on Companies House and check the name and address match the quote.
Registration
Ask which scheme the company is registered with, for example TrustMark, and check the register yourself.
Insurance
Ask for a current public liability insurance certificate before work starts.
Waste
Ask how the removed insulation will be disposed of. Businesses carrying waste should be registered waste carriers with the environment regulator.
Guarantee
Ask what guarantee covers the work, how long it lasts, and whether it is insurance-backed so it survives the company closing.
Written quote
Get the scope, exclusions, price, payment stages and start date in writing, and get more than one quote.
Questions to ask about the job
Spray foam
- Has anyone confirmed the foam needs removing, rather than an inspection report for a lender?
- Is it open-cell or closed-cell foam, and how will it be removed without damaging the roof?
- Will the timbers and roof covering be inspected once exposed, and what if repairs are needed?
- How will the roof be re-insulated and ventilated afterwards?
Cavity wall
- What caused the problem, and does the guarantee cover it?
- Which walls will be extracted, and how will they check the cavity is clear afterwards?
- Will wall ties be checked, and how will holes be made good?
- Is refilling recommended, and with what?
External wall
- Was it installed under ECO4 or GBIS? If so, has the Find & Fix route been used?
- Is full removal needed, or can failed render and detailing be repaired?
- What is included for scaffolding, repairs to the wall behind and the new finish?
- Could older coatings contain asbestos, and has that been checked?
Warning signs
- Cold calls or door-to-door visits offering removal, or "help with a claim" for a fee
- Pressure to sign the same day, or a large deposit before any work starts
- A quote with no written scope, no exclusions and no guarantee terms
- Removal recommended without anyone inspecting the property or explaining the cause
- Someone claiming to act for TrustMark or the scheme who cannot quote your Unique Measure Reference Number
If you agree a contract at home or online you usually have 14 days to cancel under the Consumer Contracts Regulations 2013. For advice on a problem with a trader, Citizens Advice's consumer helpline is 0808 223 1133.
If you ask us for a specialist
- You tell us which insulation is the problem, how much of the home is affected, how it was paid for and where you live.
- With your consent, your enquiry goes to Better Home Hub, which runs this site and looks for a specialist who covers your area. We cannot promise one is available.
- If a specialist takes it on, they contact you. Any survey, quote and contract is between you and them.
- The specialist may pay Better Home Hub a fee. You never pay us, and you are free to use any company you choose.
We do not accredit, vet or rate contractors, so please make the checks above yourself.
Frequently asked questions
Not sure what is wrong yet?
Start with what you have noticed, or send an enquiry. Both are free.