Beware The Great British Insulation Scheme GBIS – Substandard Work Causes Damage To Home

In this article we review the Great British Insulation Scheme (GBIS), a UK government initiative aimed at enhancing the energy efficiency of homes across the country.

Announced in 2023 as part of a wider strategy to tackle climate change and reduce energy costs for households, the scheme is a significant component of the UK’s approach to achieving its environmental and social objectives.

The initiative offers homeowners and tenants access to affordable or free insulation upgrades, thereby improving household energy efficiency, reducing emissions, and lowering energy bills.

Where insulation is to be offered, ventilation fans may also be installed.

But is it delivering high quality installations? Who actually completes the work?

The program is specifically targeted at those homes that are considered to have lower energy efficiency ratings, typically identified with an Energy Performance Certificate (EPC) rating of D, E, F, or G. Priority is given to homes that are most in need of insulation improvements.

Eligible homeowners and tenants apply through registered energy suppliers, who are responsible for assessing properties, approving applications, and arranging the insulation work. Once the application is approved, the energy supplier or a contractor will carry out the insulation upgrade.

Unfortunately in this particular case, the energy supplier Octopus contracted the work to Dyson Energy Services, and the preparation work prior to the loft insulation (installing apparently necessary ventilation fans) was of a poor standard. Damage has been sustained to exterior brickwork, internal ceilings and bathroom tiles. Installers cut into a original feature window arch, and holes have been left around the external vents.

Both Octopus and Dyson Energy Services have agreed the work is not up to standard, and confirmed this in writing.

So what is the process for remedy? Who is responsible – Octopus or Dyson Energy Services?

Octopus prides itself on it’s customer service, but despite raising a complaint about the work on the 15th of October 2024, we are still without any sort of resolution.

One of the major concerns raised was the ventilation fans themselves.

They have been wired in to be permanently on, and despite me asking repeatedly for information about them – Who makes them? Are they PAC tested? Who do I contact if they stop working? I have yet to be sent anything.

Challenges and Criticisms

Despite it’s well intentioned benefits, the GBIS faces serious challenges.

In my honest opinion, by contracting the actual work to different firms it becomes difficult to regulate the standard of work.

It may be that most installations are completed to a good standard, but if problems are encountered, it is unclear who is actually responsible for resolving the issue.

As emails are passed back and forth between the energy company and the installers, this adds further delay to an already upsetting situation.

Conclusion

The Great British Insulation Scheme is a well meaning initiative aimed at improving energy efficiency, reducing household energy costs, and moving the UK closer to its net-zero goals.

The difficulty comes when the actual work carried out in people’s homes is poor.

This leaves the homeowner or tenant in the dire position of chasing multiple firms for a resolution.

I will update this blog as the complaint progresses, but be careful when applying for this scheme. Free home upgrades and insulation may sound appealing, but as is the case so often in life, you get exactly what you pay for.

Update 11/11/2024

One week ago I had a visit from the head of the team at Dyson Energy Services. He came to review the damage and admitted that the quality was far below their usual standards.

He has promised that all issues will be resolved, however failed to provide any timescales.

One week on I am still waiting for the workmen to be booked in.

Update 11/12/2024

A month down the line and Dyson Energy Services have fixed the internal issues, which I am grateful for, however they could not find a suitable builder to seal the external brickwork holes. In the end they have agreed to cover the costs for us to complete this ourselves.

This concludes my business with Dyson, so I have returned to Octopus, who have been very passive during this experience, to request a final compensation amount to cover the extreme inconvenience and stress we have suffered.

Apparently £100 is all they feel is appropriate!

It seems to me that nearly 8 weeks of dealing with 2 companies, several workman visits, holes in walls and cracks in ceilings warrants more than that.

Time will tell, but my experience of the allegedly award winning customer service is falling very short of expectations.