Guidance issued by the Department for Energy Security and Net Zero, and Ofgem, states that there are quality issues with some solid wall insulation fitted through government schemes. This includes issues such as poor installation or failure to meet building regulations, which can lead to problems like damp or mould. 

The guidance is available at https://www.gov.uk/guidance/what-to-do-if-you-have-poor-quality-wall-insulation.

You may be affected if you had internal wall insulation or external wall insulation fitted through the following schemes: 

Ofgem will be making contact with residents via letter if you have had work done through one of these schemes setting out the next steps, which may include having the insulation work checked by a qualified professional either by a review of the installation documents, or a visit to your property. 

As part of this check, you may be contacted by the following bodies: 

If your insulation work is found to be faulty, your installer will be asked to fix the issue. 

You should not be asked to pay any money for this work. 

All organisations involved in the process will use a Unique Measure Reference when contacting you. This number will be in your initial contact letter. If you’re unsure if someone contacting you is genuine, you can contact the helpline listed in the letter. 

Trading Standards are advising residents to be extremely cautious, particularly if you are approached via a communication method other than letter, claiming to be one of the above organisations. Scammers often use tactics such as purporting to be from an official organisation to then ask for your personal details or financial information. 

To avoid scams and protect your personal information, do not click on links in text messages/emails from unknown senders and ignore any requests for your financial or personal details.

If you’ve received communication from one of the above organisations regarding insulation but you’re unsure if it’s genuine, you can contact the Citizens Advice Consumer Helpline on 0808 223 1133 for further support and advice. 

For more information about email deception, phone-based scams and online fraud - particularly where criminals impersonate trusted organisations, visit www.takefive-stopfraud.org.uk.