If you are not happy with the installation

In the first instance you should complain to the installer directly. If you don't know who the installer was, email the OFGEM ECO team at ECO.SAR@ofgem.gov.uk to request this information.

If the installer does not rectify the issues, follow OFGEM's complaints process.

Alternatively, you can contact Citizens Advice Consumer Helpline (especially if it's a trading standards issue).

All installers must be TrustMark registered and accredited by a scheme provider. TrustMark is a government endorsed quality scheme, they have guidance around resolving disputes on their website, this further explains how the installers accreditation scheme provider may also be able to help resolve any issues. 

East Cambs District Council cannot help resolve disputes around ECO4 installs because the installers are not contacted by the council, therefore we have no authority over them.

Funding

The government has made it a requirement that large energy suppliers provide funding to pay for energy efficiency improvements to your homes. The funds are passed directly to the private installer who must be a PAS2030/TrustMark accredited company to be able to install energy efficiency measures in your home.

Administering ECO 4, ECO Flex and GBIS Flex

Ofgem administers the scheme on behalf of the Government Department for Energy Security and Net Zero (DESNEZ).  Ofgem’s duties include allocating targets to obligated suppliers, monitoring supplier progress and deciding whether they’ve achieved their obligations, reporting to the Secretary of State, auditing, ensuring compliance and preventing and detecting fraud. DESNEZ sets the overall policy for these schemes.

Flex onboarding for installers

Currently we are not onboarding installers for Flex.

Advice when allowing installers into your home

Only allow workmen into your home if you have a pre-arranged appointment. We recommend you always request to see company ID when a surveyor or contractor visits your property.  Make sure they leave you with their contact details in case you want to check the status of your application after they leave because we may not have access to this information.

What you should check before the installer comes

It is your responsibility to carry out the following checks:

• will you need planning permission or building regulations approval, certain types of insulation like an external wall insulation works may need approval as a homeowner or landlord it will be your responsibility to apply for this 
• all installers working on these schemes must be TrustMark registered
• find out if the installer is a member of a competent person scheme related to electrics or insulation work this means they can self-certify their work rather than needing to get building regulations approval from your local council
• must be gas safe registered, by law all engineers installing gas boilers must be on the gas safe register 
• check if they provide any guarantees or warranties on the installation, make sure you are provided with this and any other associated paperwork upon completion  
• read warranty information carefully as extended warranties often need to be registered