CIGA Cavity Insulation Guarantee Agency Avis 

One of the most useless and corrupt companies I ever come across, no one gives their name so there is no accountability to anyone. Staff are so rude and hard faced you almost feels like it must be a prank for something, but no its true, this is how they treat customers. Over 4 visits and they still have not rectified the problem, issue been going on for over a year. I did ask one of them which agency they are accountable too (F.S.O, Trading Standards etc) they told me they are accountable to NO ONE, can you believe that? I would advise everyone to avoid using CIGA, but because of all the insulation swindle, it leaves consumers with no choice. Despise this company.

UPDATE: After CIGA forced a 71 year old disabled pensioner through an lengthy arbitration process, they even went as far as to withhold a poultry £100 companion for bad service (how pathetic) they actually think they are providing an acceptable standard of service. Unfortunately for CIGA we WON! the arbitration case, with all the defence points raised by CIGA dismissed (they must have a child working their arbitration cases) they now are FORCED to pay the £100 (still a pathetic amount) and upto £10,000 of costs to put right what they have damaged.

Don't be put off by arbitration case, if you know your right their arguments are very weak that they collapse like a tower of cards.

In case anyone from CIGA is reading this (unlikely)
WE WERE RIGHT!, WE WON THE CASE! AND NOW YOU GOTTA PAY!

We purchased Our house 3.5 years ago and it had cavity wall insulation installed in 2008, every part of the house is cold so we paid to have a Thermal Survey done and it came back as quite severe so we contacted CIGA.
The response was as expected, not interested… we only cover defective workmanship and defective materials so we will not send anyone to look saying that a survey is misleading.
We provided them with the findings and they used every excuse not to come out to see.
How do they know if the material is faulty or not if they won’t even look at it ?
If the thermal survey shows the whole house is cold and they won’t come out what is someone supposed to do to show that there may be a fault with the materials used ? I’m not qualified to start taking bricks out to check .
You can’t speak to anyone and when you get a response by email it is never signed off with a persons name.
If you have a problem don’t waste your time trying to get help as all you do is end up get stressed

I have contacted ciga as I still have the 25 year certificate , which is not worth the paper it's written on constantly email ing to and from, both sides and are not taking responsibility for the external cracks outside my property , just looks a mess in my opinion shoddy workmanship I have even sent them videos and photos of the damage , they just keep blaming the damage on tie whatever that is , I am.like a dog with a bone until ciga sent put an inspector to assess my property the emails from will continue to flow .as I have read from this trust pilot I am not the only one who have issues with ciga

I was really happy with CIGA.

They sent a surveyor out pretty quickly who did a report.

As it turned out it was not an obvious case where CIGA would have had to remove the insulation because of various complicating factors, but they proposed to do so.

They got a company called Dyson Energy Services to come and do the work and they even removed quite a lot of rubble from the cavity as well i.e. in my mind went above and beyond.

I felt that CIGA were professional and comprehensive.

CIGA guarantee is a total waste of paper and time. They fool people into a false sense of security stating “that the CIGA guarantee provides assurance that defects with workmanship or materials in connection with the installation of cavity wall insulation will be rectified free of charge for a period of 25 years from the date of installation” This is totally false.

We purchases a house which the surveyor noted the cavity wall insulation had failed. The survey was carried out prior to moving in. We were advised to contact CIGA re guarantee. The cavity wall insulation was installed 22 years ago but has cause untold damage and should never have been installed in this property or this geographical area. So most likely mis-sold. Company who installed no longer exists. No inspection from CIGA. Just go from images and make assumptions as to the cause.

Email from CIGA
“Whilst your comments are noted, the condition of the outer wall surface along with poor re-pointing, gutter and downpipe overspill and poor drainage are sufficient justification to reject your claim.”

They are not interested and will just make up their own conclusions without inspection or a telephone call. Just an unsigned customer service email from who knows. Do not think by seeing the CIGA mark you are getting a guarantee of workmanship, or peace of mind, because you are not.

I have been in contact with CIGA about poor workmanship with not filling all the walls of the bungalow and missing areas above the windows. This has caused mould and condensation in these areas. I’m in receipt of the 25 year guarantee which was from the previous owner and the company that installed it have gone out of business (like many companies who jumped on the ban wagon for grants) CIGA initially suggested opening windows and having airflow! I can see areas have been missed from the loft space! They now have sent this email!
:-Whilst we do of course understand your concerns, CIGA is not involved at pre-installation assessment stage or indeed installation stage, and not therefore involved in discussions and agreement regarding omitted, inaccessible or unsuitable areas.

Purposely omitted areas are not therefore covered under the CIGA guarantee.

Under the circumstances CIGA is unable to be of any further assistance in this matter.

So what cover do you get. They haven’t even offered to send someone out to look.

:- I’m sure there are many people nationwide with these issues and I’m looking to inform watchdog and an ombudsman and find out exactly what this guarantee is meant to cover.

I have contacted you via email with obvious issues.. you will not even send an inspector out! From my mobile phone picture you have 1st blamed poor maintenance and then 2nd said my damp proof course need looking at… I have all the symptoms of failed or badly installed insulation yet from the very first email it was obviously not going to even send anyone out because it’s too expensive.. I have had various tradesmen tell me the problem .. but you still refuse….

DONT GET CAVITY WALL INSULATION.

YOU CANNOT BEAT CIGA WE NEED TO GET TOGETHER

What I have looked Up CIGA

10 directors 6 staff

Brian Yates Non-Executive
On company house he Mr Yates as been involved with a company that is dissolved every 2-3 years and then comes back to life

It Looks like this man has been involved with Which magazine before it was WITCH MAGAZINE Consumer rights organisation He IS a big PLAYER WITH WITCH MAGAZINE . He may even own it.

AND THIS IS ONLY ONE DIRECTOR

BUT IF YOU HAVE FOLLOW THESE STEPS

CIGA IS THER TO PROTECT THE COMPANIES NOT YOU

First they will try and flob you off

Find how to report a concern this is called THE JOURNEY MAP.

FIRST STEP CONTACT THE INSTALLER

THEN CIGA

THEN ON THIER SITE THEIR IS A TEMPLATE SUBJECT ACCESS REQUEST FORM

THEN YOU NEED A FORM FROM THEM ITS CALLED. THE INDEPENDENT ARBITRATION PROCESS

when you contact them that costs £100

unfortunately I felt pressured into getting cavity wall insulation installed there was no survey carried out and the certificate promised was never received to mention a few things . I HAVE HAD problems with the roof for years and I got a new roof and which is full of black mold due to lack of air flow here is what CIGA are doing to put me off . NO matter how many times I ask them for information ie The Ombusmsn trade organisation they ignore that but keep saying not our problem THE BEST THING TO DO IS NOT GET CAVITY WALL INSULATION. IF I CAN WIRK OUT HOW TO DO IT I WILL PUT UP THE VIDEO OF WHAT THIS HAS DONE TO MY NEW ROOF . But here is my fight with them

CIGA IS there to protect their members not the suckers who got the insulation insulation installed here are what they are saying

CIGA IS there to protect thier guarantee holders email received 10/01/2024. 10.38

as they have had no record of correspondence reporting similar concerns in the interim 21 years . they are not going to honour the 25 year old warrenty

You need to go through Cegi to get to IADP. THE INDEPENDENT ARBITRATION DISPUTE PROCESS. which charges £100 they do everything to put you off but I will let you know the next step with these.

I made a mistake with the date of the installation due to person problems now ciga have decided had thus removed and re installed

REPLY TO CIGA

WHEN I WAS FIRST DIRECTED TO YOU I BELIEVED YOU WWRE THERE TO HELP HOME OWNERS YOU ARE NOT I BELIEVE THAT YOU ARE THERE TO PROTECT THE INSTALLERS .

I HAVE ALREADY INFORMED YOU THE DATE WAS A MISTAKE. I WAS VERY UPSET ASTRESSED AMD ANGRY AT YOUR RESPONSE . YOU DOGE SOME EMAILS ANSWER OTHER ONES REFUSE TO SPEAK OVER THE PHONE THERE IS A PROCEDURE TO CLAIM ON THE 25 YEAR WARRENTY WICH IS HIDDEN ON YOUR SITE. AND NOW
YOU ARE USING YOUR LEAGAL TEAM, KNOWLEDGE KNOWLEDGE AND THE LACK OF MY KNOWLEDGE. COMPUTER IT EXPERTS TO BULLY ME AND DODGE OUT OF YOUR RESPONSIBILITY YOU ARE USING EVERY EXCUSSE YOU CAN AND NOW HAVE CLUNG ONTO MY MISTAKE TO GET OUT THE 25 YEAR GUARANTEE.


THE CAVITY WALL INSULATION WAS NEVER REMOVED OR RE INSTALLED . I MIXED THE DATE UP DUE TO TRAGIC CIRCUMSTANCES IN MY LIFE WHICH HAS RESULTED AMONG OTHER THINGS THE LOSS OF MANY YEARS OF MY LIFE . I DO NOT WISH TO AIR THESE IN PUBLIC
BUT IF YOU BELIEVE ME TO BE A LIER TAKE ME TO COURT.

SO EITHER EXEPT MY MISTAKE OR TAKE ME TO COURT .

To
CIGA Did i make a mistake with the date or Are you calling me a Liar

to Ciga

I HAVE ALREADY SAID I MADE A MISTAKE IN MY EMAIL SO SHOW WHAT EVIDENCE YOU HAVE.

CIGA provided clear advice from the outset. An initial assessment was arranged quickly and following this CIGA provided a contractor to remove the insulation that had been installed incorrectly. The contractor Sweeney Insulations were fantastic and I would definitely use them again if we decided to re insulate. The whole experience was very straightforward, which was a relief as I was expecting the worse.

Don’t waste your time with this cowboy company, they don’t honour anything in their guarantees. They blame everything on the homeowner and give you generic emails and reports that falsified. They don’t even hold the original inspection before the property is insulated with their horrendous materials. All the good reviews are no doubt paid to put then on this trust pilot account. This stuff has caused thousands of damage to my property and I will be taking his further with court proceedings. I was even told by their worker they silicone air bricks in because they aren’t apparently needed any longer once the cavity wall insulation is installed which is highly incorrect. They also take many days to reply to emails. I have wasted materials to have the walls of my property fixed because they first ignore your initial emails requesting for an inspection to be taken place.

Copy and paste responses and not honouring their commitment to the clients. One star is far too generous for these people. Lying and deceiving the client and wasting public money. When is the government going to do something about it?!

For more information read the parliament entry which you will be able to find online. It's not just us, we are talking about hundred of thousands of households in the UK.

They forward you to the 'arbitrary service' which we would have to pay for instead of honouring their agreement. What a scam!!

Contacted CIGA about very cold rooms in our detached home which we bought with existing cavity wall insulation with their guarantee.
They refused to send anyone to check.

Contacted CIGA as I have a problem with cavity wall insulation and the guarantee is covered by them as the company who installed it the MARK GROUP went into administration some years ago. They sent out a surveyor so I thought well that's good, until they sent out their report!! They will not cover the guarantee as they state the cavity wall insulation has broken down and should be removed and caused by poor maintenance of my property. My property is approx 30 years old in excellent condition and looked after. Apparently this is standard for CIGA to pass the responsibility back to the customer, and reading some reviews and history on the company this certainly seems the case. I have also sought independent advice but despite this CIGA still will not cover the guarantee and despite other expert opinions CIGA still know best!! So now I have damp on internal walls, paid £150 to have a GOVERNMENT BACKED scheme installed through EON and now will be facing a bill of thousands to get it removed!! I would'nt have even given 1 star but you have to put something!!

After receiving a response to the above review, CIGA responded by asking for details to look into the problem. Well, that was a waste of time they have responded by email and still maintain that due to my property being poorly maintained they will not cover the guarantee. I guess that their initial response to my review gave the impression they are interested and a honourable company. Absolutely shocking company, the guarantee is not worth the paper it's written on!!!!

This company are always blaming the house owner for the problems with failed cavity insulation, inspections was fine then the blame started stating the water must have got in due to lack of matainence of the out side brick work CIGA will always pass the buck the guarantee is about as much use as a piece of toilet paper what is the point of a guarantee it’s useless.

We had damp problems in our house caused by poor installation of fibre insulation. We had 3 companies come and look at it in total and all 3 said we should contact CIGA. So we contacted you and you sent a surveyor out to look at the property. He had a quick look outside drilled couple holes and that was it didn’t want to come inside and have a look at where the problems were. And in his report stated that it was due to poor up keep. Even tho 3 superstructure firms who looked at it didn’t agree and after getting nowhere with CIGA we paid a company ourselves to remove the insulation which you could squeeze and the water was dripping off of it.

Very poor service and don’t seem to reply to emails unless you ring them and then they just tell you to wait for a reply. They have told me that they will not send anyone out to inspect my property as they are claiming it down to the Maintenance of the home owner but I have been told by multiple organisations that the risk factors have been down to poorly installed insulation causing the bricks to spall and caused thousands of pounds worth of damage but this shambles of a company are refusing to honour the guarantee. The cavities was not big enough for the blown in wool (rock wool) in the first place and has debris in the cavities also. I will be pursing this further to handle the matter. It has caused the pointing to blow in places and I am being told by just looking at a photo that is gradually spalling which is not the case. It is the property to have this retrofitted insulation. I would have been fine having the insulation extracted and having the brickwork rectified myself but you wouldn’t even honour that. Update: I have already emailed the concerns@ciga and they do not wish to assist me with my issues and don’t reply back. Update:There is no point in giving you my details because you send generic emails out detailing that it’s down to the responsibility of the home owner to maintain the property… you cannot maintain insulation and this property was sound and standing proud before this stuff was in the walls and has been seen by surveyors who have also stated that it is infact the CIW that failed.

CIGA really helped us out of hole when nobody else would even listen! Our installer went bust (as they all did when Govmnt funding stopped), our pine end walls were soaking wet with 4 rooms effected internally. Our insurance cover was completely useless. However, insulation removed within a few months of contact with CIGA. We would have had years more trouble or a hefty bill without their intervention. Many 😊

Contacted Ciga for the first time a few years ago to complain about dampness appearing in my house after having agreed to the Cavity wall Insolation scheme that was on offer at the turn of the century, they in turn contacted the firm involved, who decided to send out another company to extract & re-fill the walls, this to my horror and dismay turned out to be an even worse job, I then contacted Ciga again about two months ago to make my second complaint, they sent out a company to survey and compile a report, and within a few weeks they had organised an other Company to come and extract all the Insulation from my house which was what I had asked for. Their understanding, professionalism and speed in handling both my complaints helped take away all the stress that I felt was building up inside me.

Absolutely shocking company. Damp patches and mould appeared last winter throughout our house including in my 8 year olds bedroom. We found the guarantee and contacted Ciga in January and at first, were very helpful. They arranged for a surveyor to visit the property in February to assess the situation and compile a report.
Since then, we’ve heard nothing, despite several emails, each time I get a response promising that they are treating it as a priority and they will get back. Four months later and we’re still non the wiser. The house was only redecorated a couple of years ago and needs to be done again because of this. Obviously, we cannot do this until the overall issue has been resolved.
I’ve tried to find who the ombudsman is but they don’t appear to have one so my next option will be to contact my MP.

In January 2012 CIGA happily took the money for the guarantee on our house. Since then a few people have lived in the house with the false comfort of thinking they had good cavity wall insulation. However this is not the case and the winters have been incredibly cold. Two elderly owners lived in the property before since 2012 and would have struggled with the cold and I now live in the house with my wife and two babies under the age of 3. Three sets of owners have brought the house under the false pretences there is good cavity wall insulation however there is no insulation at all.

Your company should not have provided a guarantee (in error or not) for any reason if you were not completely satisfied with the cavity wall insulation (particularly if there is evidence there isn't anyway!). You have not only provided a valid guarantee for the house but it comes with a signed and stamp cover letter stating to contact you if we experience any issues with our insulation to contact you. You say our walls are not suitable for retrospective cavity wall insulation, however 1. Why have you provided a guarantee and taken a previous owners money for this if there is zero cavity wall insulation? 2. Your inspector who came to visit did not mention our walls are not suitable for cavity wall insulation and actually said completely the opposite - it is interesting how this has now been mentioned in your email below! 3. I have now had two respected cavity wall insulation companies come and do their own inspection and investigation - they both confirmed that there is absolutely no reason why retrospective insulation cannot be installed. One of the companies worked with Ciga up until a few months ago and now say they refuse to work with you as your guarantees are not worth the paper they are written on - apparently the list of unsettled/unhappy customers is long. A couple of other companies also said something similar. The companies that have quoted have both provided quotes in the region of £6.5k for the works. This is obviously does not begin to cover 11 years of heating bills for three owners with no wall insulation and putting up with freezing cold winters.