Green deal - Property was damaged during installation

Based on resolver’s experience to date, if an installer causes damage to your property you should raise your concern with your installer at the time. If this does not resolve the problem you can contact your Green Deal provider and alert them to this. It would be advisable to take photographs to use as evidence, in case of a dispute. If you are a tenant you should contact your landlord to let them know of the situation. Your Green Deal provider should arrange an inspection at a time that suits you both, and make any necessary repairs. It might be wise to submit your request for repairs to be made to your landlord in writing, and resolver recommends that you keep a copy of the letter for your records.

If you are unhappy with your Green Deal provider’s customer service response, you can ask the Ombudsman to look into it for you. Resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. It can be annoying when an installer causes damage to your property!

There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:

• operate fairly and transparently;

• deliver good customer service;

• have appropriate levels of training;

• and provide appropriate redress mechanisms for customers.

Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.

A copy can be found here: