If you need to make a complaint about your installation
The steps outlined below should help you resolve complaints about an energy efficiency measure installed in your home.
If the measure was installed under a UK government energy efficiency scheme, the date of installation may help you understand which one.
A summary of current and recent schemes is provided below.
The ECO Scheme commenced with ECO1, which ran from January 2013 to March 2015. The ECO Scheme was extended in April 2015 (ECO2) and was due to conclude in March 2017. However, ECO2 was further extended and continued until September 2018 (ECO2t). This was followed by ECO3 which commenced on 3 December 2018 but applied to energy efficiency measures installed from 1 October 2018 to 31 March 2022. The ECO4 Order came into force on the 27th of July 2022, but applied to measures installed from 1 April 2022.
The Carbon Emissions Reduction Target (CERT) ran between 1 April 2008 and 31 December 2012.
The Community Energy Saving Programme (CESP) came into force on 1 September 2009 and the obligation period ran from 1 October 2009 to 31 December 2012.
The first Energy Efficiency Commitment (EEC) scheme ran from 2002 to 2005 and the second (EEC2) ran from 2005 to 2008.
The Energy Efficiency Standards of Performance (EESoP) ran from 1994 to 2002.
Subject access requests check information from CESP, ECO1, ECO2, ECO2t, ECO3 and ECO4. For the other schemes that have now closed, it is unlikely that we will be able to provide you with any information to determine whether it was installed under the scheme in question, or any details about the installation itself. In these cases, you would need to rely on any paperwork you might have to identify the installer.
The next step is to contact the installer responsible for the work. You can find this information in the paperwork given to you when it was installed.
If you cannot find this information and the measure was installed in your property from April 2015 onwards, we can confirm the name of the installer we have registered on our database. To request this, please contact the ECO team (ECO.SAR@ofgem.gov.uk) for instructions on how to access any information we may have about the measure installed in your property (please note that we will not have this information on our database until three months after the installation has been completed).
If your measure was installed before April 2015, the energy supplier that helped to fund it may have a record of the installer’s name (see step 5) and may be able to help you.
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.
If you have not found redress through the installer, the installer responsible for the work may also be part of an accreditation and / or certification body, and / or trade association that maintains industry standards.
Organisations such as the Gas Safe Register, Oil Firing Technical Association (OFTEC), and Green Deal Oversight & Registration Body have procedures for complaints against registered members. Contact details are below.
The contract for the work done in your home is typically between you and the installer. However, in some cases, the energy supplier, which ultimately funded the measure, may be able to give you information on the installer or the guarantee provided.
If your measure was installed under the ECO scheme then we can tell you which company ultimately funded it. Contact the ECO team (ECO.SAR@ofgem.gov.uk) for more information.
If your problem is still not resolved, the Citizens Advice consumer helpline may be able to help. The number is 08454 04 05 06. If you wish to report a problem to Trading Standards, mention this to the adviser. Citizens Advice can refer matters to Trading Standards, who will then decide whether to take on the case.
We have no oversight of the contractual arrangements between the obligated energy suppliers and those that install energy efficiency measures on their behalf. As such, our ability to help you resolve a complaint is limited. However, we encourage you to get in touch with any feedback on any negative consumer experiences you may have had. This enables our work with industry to help improve standards, you can contact us on email@example.com.