@bart Thanks for support. I was very worried at first but now quite cross.

I have been going round in circles, from one regulator to another, think it may be time to write to my MP, never done that before. Not sure it will achieve anything but he seemed pleasant enough when he asked for my vote.

Still cannot believe that contractors, skilled tradespeople, can leave so many faults and just move on to next job. Surely it would be cheaper to do the job properly in the first place instead of keep coming back? Or do the profits from grabbing another contract cover the cost of return visits?

@dwynwen I've felt the same way on several occasions but giving up isimply sn't an option.

Please see this process:

https://www.trustmark.org.uk/homeowner/support/complaints-process

I can't vouch for the process as I've just arrived at stage 2. But given deadlock its on to stage 3.

Trustmark's first question to me was have you completed stage 1 and then hey didn't reply when I explained. The DRO however confirmed that if you provide evidence of a scheme provider not engaging they will review your case.

I'd suggest call the DRO for more clarity as it can get complicated by a non scheme provider route for RIWI as in my case.

https://www.disputeresolutionombudsman.org/page/contact

Again I can't vouch for it but that is the escalation process. I doubt MP's will engage without a rather large boot.

Posted by: @dwynwen

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Still cannot believe that contractors, skilled tradespeople, can leave so many faults and just move on to next job. Surely it would be cheaper to do the job properly in the first place instead of keep coming back? Or do the profits from grabbing another contract cover the cost of return visits?

There was a saying in the (very reputable) telecoms company I worked for for 25 years that went 'never time to do it right, always time to do it twice'.  

The tendency to cut corners seems to be endemic sadly.  I guess it's a numbers game, if you get away with it a high enough proportion of the time it sort of works.

The company went bust btw.

@bart Thanks for your help but I have already been there. Contractor is saying, with some truth, that I won't engage with them. Disputes Resolution say that unless I allow contractor's workers back yet again they won't help.

I have had enough. Back time after time, another bodge replacing previous bodge, on one occasion making matters worse. Another time a carpenter arrived to mend a badly damaged door, he stood staring at it and then asked me what I wanted him to do. The cosmetic repairs I can live without,  it is the ASHP installation, the faulty electrics and the explosive water pressure in taps that bothers me. It has been suggested that I tampered with insulation despite the fact I have serious mobility issues. Think it was the cat sharpening her claws on loose insulation - heavy rain had lifted tape wrapped round joins. I doubt she will own up.

Going to have a long weekend rest and a think before starting again next week. Thanks again. Perhaps I should allow them one more chance before putting the lot on eBay; who does it belong to - me, contractors, commissioning body, govt.?

@jamespa absolutely I guess the take home is, the risks of failure are far higher within ECO4, possibly over egged the pudding? 

@dwynwen really sorry to hear that. It does sound very familiar given the 'reasonable excuses' I've been provided to date. The latest of which being that a 6kw system was installed due to noise concerns (its 3dB quieter than a 5kw system). The resulting reduced SCOP will cost me £300+per year not including the heat wasted by a volumiser in my loft. I hope to God someone can see sense during this process upon which I'm embarking. Even the manufacturers seem to be playing. Agreed the requirement that installer's fix it themselves is odd. Given the body of evidence you now have is legal recourse an option? No win no fee etc?

@editor great article re accreditation. I note ISO/IEC 17065 has an overriding requirement for impartiality, seriously? Given an advertised 14 day escalation process for the various shiny badges it seems remarkable that this is maintained given that most fail to act within months. I'm aware the CMA did review recently but what of Consumer Protection for Unfair Trading Regulations.? All complaints must be recorded and presumably it must be auditable by UKAS.   

This afternoon I was advised by a charity that was helping me with my ECO4 dispute that I should agree to let contractors remove ASHP and solar panels. They are not prepared to make good any damage caused by removal or the many small incidents of damage throughout the house. I will not be able to afford the repairs, or to replace the cheap fixtures that replaced old but sturdy traditional fittings. How do you replace 150 year old slate window sills? They thought white pvc, layered as not large enough to cover sill area. Within two days top layers started to lift. Image below. Replaced with 12mm MDF, doorstop batten and filler - MDF not moisture proof.

Had no idea this was to happen, wanted to stop the job but was told I would have to pay costs already incurred. A lot of damage had already happened. Due to limited mobility I wasn't able to follow workers about the house.

I had just come home from hospital when the ECO4 scheme was suggested. The contractors say it was fully explained to me. It wasn't. I had no idea what it involved, never seen a heat pump, no idea size of radiators and thought insulation would be on the outside of the house. I was told all I would have to pay was for decoration; thought that a bit strange as why would decorating be necessary after just installing radiators.

The list of "snags" is frightening and some inexcusable, things I would never have agreed to, that may affect the house's value but more important, my comfort.

I have been threatened with court action twice and told I may be stealing the scaffolding. As if I could stop its removal.

External pipes are already exposed in places, there is black mould growing up skirting, solar panel cable passing through "live" chimney but told it had passed inspection. Made to feel as though I am nit-picking, finding faults where none exist.

I may have said much of this before - it is into ninth month. The list of minor damage is long. Twice someone called to repair but made matters worse. In the end told them to stay away so it is my fault it has ended like this.

More serious a bath has been removed to fit an enormous radiator; a water tank has been fitted in a small bedroom so no longer space for a bed - it could have gone elsewhere; rubbish has been left outside and in; unnecessary holes drilled in walls. I have been quoted between £4000 & £5000 to have water tank moved to a more convenient  location and regain bed space.

Inspectors came, commented on damage, not their remit. Whose  is it? Surely there should be a final holistic inspection to see homes are really left decorator ready?

And I have asked this before - who owns the ASHP and solar panels?

@dwynwen, I’m honestly lost for words. What you’ve been put through is completely appalling… no homeowner should ever have to deal with this, let alone under the guise of a government-backed scheme that’s supposed to help vulnerable people make their homes more comfortable and efficient.

From what you’ve described, this is a textbook case of ECO4 gone badly wrong: poor communication, no informed consent, substandard workmanship, complete disregard for your property and no meaningful aftercare. And to top it all off, threats of legal action when you’re the one left with a damaged home? Absolutely shameful.

As for ownership of the heat pump and solar panels, this should have been made clear to you up front in writing. In most ECO4 cases, they remain your property once installed, but that doesn’t mean they’re free to butcher your house to fit them. If the installer has failed in their duty of care (and it certainly sounds like they have) they should be held to account. It’s also worth confirming whether the contractor is TrustMark registered and who their consumer protection code is with (HIES, RECC, etc.). That gives you another channel for complaint and escalation.

I’m happy to help you escalate this complaint… not sure it’ll resolve anything because the bodies are useless themselves, but happy to help.

Have the charity helping you raised this formally with anyone and what are they saying? 

If you’re open to it, please keep sharing here. You’re absolutely not nit-picking… you’re standing up for your home and your rights, and you’re not alone.

@dwynwen

I agree with @editor however Im very concerned that the advice from the charity, as you report it, is incomplete/not logical/could leave you even worse off.:

• If your ASHP is removed, how are you going to heat the house? 
• Why remove solar panels?  They are totally independent of the ASHP and apart from the misrouted cable, which is much easier to fix than it is to remove the panels, you haven't reported a problem with them. 
• If these works are done, wont there be more rubbish/damage/disruption?

Also when you last posted there were some things that could be done, what happened about these?

Something isn't making sense, if there is anything we can do to help please post the relevant missing info!

@editor Thank you for reply, it has cheered me up.

The charity, don't want to name, told me to allow contractors to remove installation even though removing solar panels would probably damage roof. It was rather strange, no discussion, think perhaps they were disappointed with outcome. Told installation was "not bad" - it had passed inspection. Nothing about the damage to fixtures etc. Black mould growing along a skirting board nothing to do with insulation...

Think the roof damage threat is real but don't understand, is it to encourage me to keep ASHP? 

I have written to TrustMark several times, to BAB whoever they are, and to Ofgem. It is a bureaucratic nightmare, round in circles. Because the tank has been installed correctly it seems I have nothing to complain about. Just being inconveniently placed and noise in room below isn't relevant.  Also I have refused to allow contractors back after three visits. Their "remedial work" just added insult to injury.

Contractors said they intend to remove ASHP and return my house to "the state it was in when they arrived."  They sent an email after I stopped answering phone calls as so easy to misinterpret by all concerned. 

 I would be pleased to have my plain, rather run down but comfortable home returned. But of course it won't happen, they tend to be economical with the truth. They did claim there was no domestic hot water or heating when they arrived but have since said they will return hot water cylinder "as I can't be left without dhw".  The header tank is still outside and immersion heater switch still live, nothing was said about necessary plumbing.

Think my only option is to keep the ASHP and have the tank moved to a better location when I can afford it. Can't afford roof repairs on top of everything else and given up all hope of ever having "snags" repaired. It has been going on too long.

Thank you for offer of help but much of this is my fault. I should not have allowed installation to start without seeing a contract or work schedule, should have had the courage to send them away when intimidated by project manager, should not have denied access during a seven day power cut. The latter is being used as proof of my intransigence, my lack of co-operation.

@jamespa Told that solar panels and ASHP are same contract, can't have one without the other.

Posted by: @dwynwen

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Think my only option is to keep the ASHP and have the tank moved to a better location when I can afford it. Can't afford roof repairs on top of everything else and given up all hope of ever having "snags" repaired. It has been going on too long.

Based on what you have told us I personally think this is your best option as the 'advice' from the charity, as you have reported it, seems incomplete/not logical/could leave you even worse off.  Sometimes self help is the best help!

If you do decide to do keep the ASHP and panels, are committed to doing so, and would like to summarise the current position/remaining issues in a list, I am happy to try to offer some low cost suggestions for partial or full mitigation.