Insulation - Installation not as described

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Based on our experience to date, there are laws to protect you when having new insulation installed. Under the Supply of Goods and Services Act 1982, an installation should:

• be done using ‘reasonable care and skill’
• the insulation should be made with materials that are ‘of satisfactory quality’ and ‘fit for their purpose’
• be ‘as described’ – e.g. what you ordered.

If the company that installed the insulation fails to meet these obligations, you can argue that the installation is not ‘as described’, and you need to raise the issue with them immediately.

The company should offer to put any faults right, in a timely manner. However, if you have lost faith in the company, you could use a new company to have the faults put right, then claim those costs back from the original installer.

If the work is part of a Green Deal installation, has been signed off and you are being billed this should be addressed through your energy company. The Green Deal is covered by strict standards on the quality of works (PAS2030), and there are defined processes to help you resolve your issue.

resolver can help you to deal with any issues arising quickly, without hassle and for free! As a first step we can help you write your complaint. Click the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with the company, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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