Complaining about an energy efficiency home improvement
This advice applies to Wales. See advice for See advice for England, See advice for Northern Ireland, See advice for Scotland
If you’ve had work done to improve how well your home uses or stores energy, you should complain if something has gone wrong - for example, if you’re unhappy with solar panels or a heat pump you’ve had fitted.
You might need to complain about a problem if the home improvement:
isn’t working, or not working as you were told it would
is causing other problems such as damp
costs more than you were quoted
Who you complain to depends on who arranged the work and your living situation. You’ll count as having arranged the work if you paid or applied through a scheme, for example the ECO4 scheme.
If you arranged the work
You have the same ‘consumer protections’ as any other home improvement. Consumer protections are the rules that help you get problems fixed. You should be able to get the problem fixed - or get at least some of your money back.
If your installer is still trading, you can try to get them to fix the problem. Check what to do about problems with building works or home improvements.
If you can’t reach an agreement with your installer and they’re registered with MCS or TrustMark, you can ask them for help. MCS and Trustmark are quality schemes that are recognised by the government.
If something has gone wrong with an MCS installer, check how to complain on the MCS website.
If something has gone wrong with a TrustMark installer, check how to complain on the TrustMark website.
If you think your installer has stopped trading
If you’ve tried to contact your installer and they’re not getting back to you, they might have stopped trading.
If your installer’s stopped trading, there are still things you might be able to do. What you can do depends on your situation - for example, if you’ve paid any money. Check what to do if a company or business stops trading.
If someone else arranged the work
Who you complain to depends on who arranged the work.
If your social housing landlord arranged the work
Social housing landlords include local councils and housing associations.
You should complain to your social housing landlord using their complaints process.
You should clearly explain the problem in your complaint. Include copies of any evidence you have, for example, photographs or paperwork.
If you’re not sure how to complain, check their website or contact them to check. Check how to complain about repairs to your social housing landlord.
If your private landlord arranged the work
Try to talk to your landlord or letting agent informally first - explain the situation and share any evidence you have such as paperwork or photographs.
If they don’t agree the problem is their responsibility, you can complain, but there’s a risk your landlord might try to evict you.
You can find out about your options, including how to complain - check how to get repairs done if you're renting privately.
If you’re worried about your landlord evicting you, talk to an adviser.
If your shared ownership landlord arranged the work
If your freeholder or management company arranged the work
You'll need to contact your freeholder or management company to ask them for details of their complaints process. If you don’t know how to contact them, check your lease for their contact details.
If your neighbours have had the same work done, check to see if they’re having any problems - they might have already complained.
You should clearly explain the problem in your complaint. Include copies of any evidence you have, for example, photographs or paperwork.
If you’ve complained and can’t come to an agreement
If you don’t get a reply to your complaint or you’re not happy with your freeholder or management company’s response, contact The Leasehold Advisory Service (LEASE) for free advice.
Check the leaseholder advice or book a telephone appointment on the LEASE website.
You can also book a telephone appointment by calling:
Telephone: 02078 322 500
Monday to Friday, 9am to 4:15pm
If you don’t know who arranged the work
You might not know who arranged the work because the work was done before you moved into your home.
If you have a landlord or management company, check if they carried out the work.
If you own your home
You might have been given papers by your solicitor, or they might have been left in the home when you moved in.
Check any paperwork for:
the name of the company who did the work - this should be on any quotes, invoices or receipts
a warranty or guarantee for the work
any dates when the work was carried out
If you can find the name of the installer, try contacting them for help. They might be able to come and check the work.
If you can’t find any paperwork,try asking your solicitor to check with the previous owner.
If you can’t find the name of the installer or any paperwork, you’ll probably have to pay for any repairs yourself.
Check if you can get help paying for energy efficiency home improvements.
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