Government Energy Scheme Participant Reports Flooding and ‘Nightmare’ Experience

Hayley Jones, a resident of Wimborne, Dorset, has characterized the installation of an energy-efficient boiler and loft insulation through a government initiative as a “nightmare.” She stated that substandard work by a sub-contractor resulted in exposed wiring in her bathroom and recurring water leaks, which have led to thousands of pounds in damage from multiple floods. The ECO4 scheme provides discounted or complimentary home insulation and boiler upgrades to eligible individuals receiving income-related benefits. Warmer Homes, the company that organized the installation, reported that it and its sub-contractor had provided £5,000 in compensation. However, Ms. Jones asserted that this amount was significantly inadequate to cover the extent of the damage. Ms. Jones informed the BBC that in September, workers from the sub-contracted firm, based in Wales, arrived without knowledge of the specific boiler type needed and with incorrect equipment. She recounted that after the work was completed, “We had a massive flood that came through the ceiling.” She further detailed the consequences, stating: “We had six weeks with no showers, no running water for three consecutive days, [we] had to get drinking water and everything from a neighbour’s tap, buckets of water to flush the toilet, the list is just endless…” She added, “I’ve got pipes hanging off… I couldn’t use the bath because I had a live wire over [it].” Although the showers were replaced after six weeks, Ms. Jones described the work as a “terrible job,” noting that they were not flush with the tiles, which permitted water to seep behind them. Additionally, she has reported concerns that her loft remained damp and susceptible to mould growth due to inadequately installed insulation. “This has been three months of hell. I’ve never cried so much,” she stated. She advised other participants in the scheme to “do your research” and to steer clear of companies that employ sub-contractors. Warmer Homes stated that the engineer responsible for the installation possesses all required certifications. The company also affirmed that it conducts on-site inspections to verify work whenever sub-contractors are engaged. The company further commented: “As this is a construction-related field, occasional slips can happen.” It added, “However, we take full responsibility in such cases and ensure any issues are resolved promptly and effectively.” Warmer Homes acknowledged that it is “reviewing and enhancing our quality control measures” but also noted that numerous customers had commended the work performed by the sub-contractor. The company also mentioned that an offer made to Ms. Jones to cover the expenses of her own plumber and decorator to correct the work was declined. TrustMark, the organization with which companies performing work under the scheme are required to register, confirmed it is investigating the matter. It verified that Warmer Homes is an approved supplier, but the sub-contractor is not. Energy regulator Ofgem stated that “suppliers must demonstrate… they are using only TrustMark accredited installers to deliver the scheme – if they fail to do this, suppliers will be unable to recover costs for non-compliant work and may face further action by Ofgem.” A spokesperson for the Department for Energy Security and Net Zero commented: “This is a concerning allegation, and we would urge anyone experiencing similar difficulties to contact TrustMark so that any issues can be rectified.” The spokesperson added that “Insulation and other energy efficiency measures fitted under government schemes must be fitted by a TrustMark registered installer and to the highest standards.” Copyright 2024 BBC. All rights reserved. The BBC is not responsible for the content of external sites. Read about our approach to external linking.