FAQ’S
Get straight answers to the questions homeowners ask most about audits, defects, warranties and installer accountability.
General
No. We do not climb onto roofs. All solar and external checks are completed from the ground, loft and inverter area using safe, industry-standard assessment methods.
No. We do not carry out remedial works. Our role is to identify potential defects, document them clearly and guide you to the correct installer, warranty provider or complaints pathway.
Most installations under ECO came with an insurance-backed guarantee (such as CIGA, SWIGA, GDGC or QANW). These organisations handle rectification when an installer is no longer trading. Your audit report supports your claim.
We cannot guarantee compensation and we do not act as a legal service. In some cases, warranty providers, ombudsman schemes or consumer rights processes may award compensation. Our report simply provides the evidence you may need.
Times vary depending on which route is used. Installers typically respond within 4–12 weeks, warranty providers take 12–36 weeks and Ombudsman cases may take 20–46 weeks. We include these timelines in your report.
For onsite audits (Gold or Platinum), yes — someone must be present. For remote audits (Bronze or Silver), no home visit is required.
You can still raise concerns. Installers can be liable for up to 6 years under consumer law, and many insulation measures include 25-year guarantees. Your audit will help determine the correct route.
No problem. We can still complete an audit. Missing paperwork will be noted in your report and we’ll guide you on how to request documentation from installers or warranty providers.
Yes. Our reports use clear, factual language referencing recognised standards and typical installer obligations. They are designed to be passed directly to installers, warranty providers, TrustMark and Ombudsman services.
No. We are completely independent. We do not work for installers, funding schemes or government bodies. This ensures our assessments remain impartial.
We do not contact installers directly on your behalf. However, we can prepare and send a full complaints pack for you for an additional £20. You will also receive template letters, next steps and guidance so you can raise any further concerns confidently and correctly.
Yes. All assessments follow safe working practices and are covered by our insurance. For solar, we do not undertake any roof-access work.
Assessments are carried out by experienced home energy and retrofit professionals with DEA and Retrofit Assessor qualifications, supported by compliance training in ventilation, insulation and renewable systems.
ESTIMATED TIMELINE OF EACH ROUTE:
Every case is different, but the timelines below reflect the real-world average for how long it typically takes for issues to be investigated and resolved. We include these to help set realistic expectations and allow you to plan ahead.
Estimated timeframe: 4 to 12 weeks
In most cases, the installer is the first point of contact. They are responsible for assessing the issue and arranging corrective work. Response and scheduling times vary depending on workload, availability and the complexity of the problem.
Estimated timeframe: 12 to 36 weeks
If the installer has ceased trading or refuses to act, your warranty provider (IBG, CIGA, SWIGA, GDGC, QANW etc.) will take over. This process includes an internal review, arranging their own inspection and organising rectification where approved. This route typically takes longer due to national demand and administrative steps.
Estimated timeframe: 8 to 24 weeks
TrustMark and relevant certification bodies may intervene if an installer fails to respond or where standards may not have been followed. They review evidence, contact the installer and, where necessary, instruct corrective action
Estimated timeframe: 20 to 46 weeks
If the dispute remains unresolved, certain installers are members of Ombudsman or ADR schemes such as HIES, RECC or QASSS. These organisations conduct their own investigation and can issue binding decisions. This route can take several months depending on case complexity.
Estimated timeframe: 6 to 12 months
Where all other routes have been exhausted, homeowners may pursue a claim under the Consumer Rights Act. This involves gathering evidence, obtaining quotes for remedial works and submitting a claim through the small claims process. This is the slowest route and is considered a last resort.
The sooner you identify potential issues, the sooner the correct pathway can begin.
Our Home Health Check provides the evidence and guidance needed to start the process quickly and confidently.