We may be able to confirm the name of the relevant guarantee agency if the measure was installed after March 2015 and before 1 April 2022. This will be provided to you as a code, which you can check against our Appropriate Guarantees list to find out which company is responsible. TrustMark were responsible for all aspects of the guarantee process including assessing ECO appropriate guarantee applications for ECO3. ECO3 appropriate guarantees can be found on the TrustMark website and any queries regarding these should be directed to TrustMark (firstname.lastname@example.org). The list of appropriate guarantee providers and their contact details can be found on our website for ECO1 and ECO2 (including ECO2t) and ECO3.
Please note, however, that we do not hold copies of any guarantee certificates. You will have to contact the guarantee agency to obtain copies of any certificates that may have been issued. In addition, Ofgem do not hold any information relating to guarantees for measures installed before April 2015.
If you do not have your guarantee and the measure was installed before April 2015, you could contact all the guarantee agencies covering the type of wall insulation in question and ask them if they have a record of a guarantee covering your address. If the measure was installed after March 2015 and before 1 April 2022 you can contact TrustMark directly or contact the guarantee agencies listed on their website
- Insulation measures: If the measure was installed under ECO and is a type of wall insulation, it will be covered by a guarantee. If the installer has gone out of business or not addressed your concerns, you should then contact the guarantee provider. This information and the guarantee should have been provided to you at installation. All room in roof and underfloor insulation installations carried out after 1 July 2020 must be accompanied by an appropriate warranty of 25 years or more.
- Boiler measures: We required a warranty of at least one year for any boiler repair under ECO1. Under ECO2 and ECO3, we require a warranty for at least a year for a boiler repair, replacement or upgrade. Under ECO4, for installations carried out after 1 January 2020, we require a warranty for a minimum of two years for all boiler installations (1 year for repairs).
We do not hold details of which company issued warranties for boiler repairs, replacements or upgrades. You may also wish to check if the boiler has a manufacturer’s warranty independent of ECO, which may include a separate claims procedure.
- Electric Storage Heaters (ESHs): All electric storage heaters repaired, replaced or upgraded under ECO prior to 1 January 2020 must be accompanied by a warranty of at least one year. For newer measures installed on or after 1 January 2020, all electric storage heater repair, replacement or upgrade must be accompanied with a 2-year warranty. This can be a manufacturer’s warranty. We do not hold the details of any warranties issued.
- Other measures: For measures installed prior to 1 January 2020, guarantees were not a required for ECO. However, the product manufacturer or the installer may have provided a policy for the installation and you should refer to this. As of 1 January 2020, all other ECO measures must be accompanied by a guarantee of at least two years.
Please note, some guarantee providers recommend that consumers contact them at the same time as contacting the installer about a complaint. This could help to speed up the resolution of your complaint.