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Had a Poor-Quality ECO or ECO Flex Installation? Here’s What You Can Do

Energy efficiency improvements should make your home warmer, cosier, and cheaper to run. But if your ECO installation hasn’t gone to plan — maybe you’re dealing with damp, poor workmanship, missing paperwork, or an installer who isn’t responding — you’re not alone, and there are clear steps you can take to get things put right.

This guide walks you through every stage so you know exactly what to do next.

What Counts as a Poor Installation?

Common problems include:

  • Damp, mould or condensation appearing after insulation
  • Cold spots or draughts
  • Damage to wiring, plaster, or brickwork
  • Poor aesthetics or unfinished work
  • No handover paperwork, missing guarantees or unclear instructions
  • Installers not returning to fix issues
  • Concerns about safety, ventilation or fire protection
  • A measure installed that you didn’t agree to—or one missing

Whether it’s insulation, a heat pump, solar panels, a boiler, or ventilation, the steps below will help you resolve the issue.

1. Start by Contacting the Installer

Your first step is always the installer who carried out the work.
Explain the problem clearly and ask for:

  • A written response
  • A repair or revisit within a reasonable timeframe
  • Information about guarantees or warranties
  • Replacement paperwork if anything is missing

It helps to gather:

  • Dates
  • Photos
  • Notes about the problem
  • Any documents you were given

This creates a clear record, which will help with later steps if you need to escalate.

2. Speak to Your Retrofit Coordinator

Every ECO installation must be overseen by a Retrofit Coordinator under PAS 2035.

If something doesn’t feel right, you can ask the coordinator to:

  • Review the installation
  • Check whether the work meets PAS 2030/2035 standards
  • Arrange a technical inspection
  • Help get problems resolved

Their name and contact details should be in the handover pack you received after the install.

3. Raise a Complaint With TrustMark

Most ECO installations must be registered with TrustMark, the government-endorsed quality assurance scheme for home energy improvements.

TrustMark can:

  • Review your complaint
  • Push the installer to take action
  • Investigate poor workmanship
  • Escalate cases where standards haven’t been met

You can start a complaint on the TrustMark website: Trustmark 3 stage process for resolving your complaints 

4. Follow the Ofgem ECO4 Complaints Process

Ofgem (the regulator) provides official guidance depending on the type of work installed.

If you’re worried about external or internal wall insulation (EWI or IWI):

There’s a specific GOV.UK guide to help diagnose problems like damp, mould, cracks, poor finishing, or cold bridging: What to Do if You Have Poor Quality Wall Insulation 

If your issue is with any other ECO measure:

This includes:

  • Loft or cavity wall insulation
  • Air source heat pumps
  • Boilers
  • Solar panels
  • Ventilation systems
  • Heating controls

You can continue with the steps below.

When you make a complaint, it’s helpful to have:

  • What was installed
  • The installation date
  • The name of the installer (if known)
  • Guarantee or warranty information
  • Photos or notes about the issue

5. Contact the Scheme Provider (Certification Body)

If the installer isn’t responding or you’re not satisfied, the certification body that approved the installer may be able to help. This could be:

  • CIGA – For cavity wall insulation
  • IAA – For loft, internal wall, external wall, and other insulation
  • SWIGA – For external wall insulation
  • Gas Safe Register – For gas measures
  • MCS / RECC / HIES – For solar PV and renewable installations
  • HETAS / OFTEC – For biomass, solid fuel or oil heating
  • GGF – For glazing

They oversee standards and can step in if something has gone wrong.

6. Contact the Ombudsman

If things still aren’t resolved, some organisations are overseen by the Centre for Effective Dispute Resolution (CEDR).

An Ombudsman can:

  • Review all evidence
  • Make a formal decision
  • Require repairs or financial compensation

This is often the final stage if the installer or certification body hasn’t fixed the issue. You can also make a complaint with the Energy Ombudsman.

7. If You Don’t Know the Installer

If you’re not sure who installed your measure, you can ask Ofgem to confirm it by making a Subject Access Request.

Email: ECO.SAR@ofgem.gov.uk 

You’ll need to send two documents (dated within the last 3 months) to prove you live at the property, such as:

  • A utility bill
  • A council tax bill
  • A bank statement

Ofgem usually gets back to you within one calendar month.

8. If You Don’t Have Your Guarantee

Don’t worry — you can still get this information.

  • If your measure was installed after January 2020, contact TrustMark (info@trustmark.org.uk).
  • If it was installed before April 2022, Ofgem may be able to tell you the guarantee provider through a subject access request. You can then check the relevant guarantee scheme (such as CIGA, IAA, HIES, SWIGA, etc.).

Guarantees often allow you to get issues fixed even if the installer has closed down.

9. Citizens Advice and Trading Standards

If you still haven’t been able to resolve the problem:

Citizens Advice

They can explain your rights and escalate serious issues to Trading Standards.
Phone: 08454 040 506

Trading Standards

Useful if:

  • You believe you were misled
  • You suspect fraud
  • You’ve suffered financial loss
  • The work is unsafe

Still Have Some Questions? Contact Greener Homes in Lancashire for Free, Impartial Support

If you’ve had a poor experience with an ECO installation and you want clear, friendly guidance on what to do next, get in touch with Greener Homes in Lancashire.

We’ll help you understand your options and support you through the process of getting things put right.