Terms and Conditions

Who we are

Insulation Crisis Help is operated by Better Home Hub Ltd, registered in England and Wales, company number 16605946, registered office Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE. Using this site means you accept these terms.

What this service is, and what it is not

We publish guidance about insulation problems and government insulation schemes, and we introduce homeowners to specialist companies. That is all we do.

We are not:

• A government body, or connected to any government scheme
• Ofgem, TrustMark, a certification body or a guarantee provider
• The company that carries out any survey, removal or remediation work
• A regulated claims management company, a law firm or a surveyor

Where a free route may apply — for example a scheme guarantee, the installer's own guarantee or an official complaints process — our guidance says so, and you do not need to use this service to use it. We never charge homeowners.

Guidance is general, not advice about your property

Everything on this site is general information. It is not a survey, an inspection or professional advice about your particular property, and it cannot be. Insulation problems depend on construction, exposure, the installation itself and how the home is used, none of which we can see. Always get a specialist to inspect before spending money or committing to work.

We take reasonable care to keep scheme information accurate and check it against gov.uk and Ofgem, but rules and deadlines change. Confirm anything that matters directly with the scheme before you rely on it.

Introductions to specialists

If you send an enquiry and consent to it, we pass your details to one or more specialist companies who cover your area, so they can contact you.

• We do not employ them, supervise their work, or control what they quote. Any contract is between you and them.
• We cannot guarantee that a suitable specialist is available in your area, that they will contact you, or that they will quote.
• You are never obliged to proceed. Take your time, get more than one quote, and check their accreditation and insurance yourself.

How we are paid: a specialist may pay us a fee for the introduction. You pay us nothing, and the fee does not change what they charge you.

Using the site

Please give accurate information when you enquire — a specialist relies on it to judge whether they can help. Do not submit enquiries on someone else's behalf without telling us, misuse the site, or attempt to disrupt it. We may decline or withdraw an enquiry that appears fraudulent or abusive.

The content, design and branding of this site belong to us. You may read it and share links to it, but not republish it as your own.

Liability

We do not limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

Beyond that, and because this service is free to you, we are not liable for the work, conduct, quotes or advice of any specialist you are introduced to, for any loss arising from a decision made on the general guidance published here, or for the site being temporarily unavailable.

Nothing here affects your statutory rights as a consumer, including your rights against a specialist you contract with.

Your data

How we handle your information is set out in our privacy policy, including who it is shared with, how long it is kept and how to have it deleted.

Complaints and contact

If something has gone wrong, tell us and we will try to put it right. Email hello@betterhomehub.co.uk or call 03330 505 281.

A complaint about work carried out should go to the specialist first, then to their accreditation body or guarantee provider.

Changes and governing law

We may update these terms; the date at the top shows when. They are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.