Cavity Wall Insulation: Wales

Chris Elmore Excerpts

Wednesday 19th April 2017 Westminster Hall

[Hywel Williams]

I am afraid that the picture the hon. Gentleman paints is all too common, especially in Wales but also in parts of the north-west of England. For example, people from Blackpool have travelled all the way to Bangor and Caernarfon to see me to explain the difficulties that they have had in areas where cavity wall insulation has been installed without explanation and there is wind-driven rain, which is the danger.

I welcome the long-awaited report of the Bonfield review entitled “Each Home Counts”, which was released on 16 December last year; some hon. Members may have seen it. A review was first considered by the then Under-Secretary of State for Energy and Climate Change, the right hon. Member for Hastings and Rye (Amber Rudd), on 3 February 2015, during the second debate we had on the issue. I spoke in that debate and expressed my concern about the attitude towards victims of cavity wall insulation of some in the insulation industry and the official bodies that allowed this to happen.

[Chris Elmore (Ogmore) (Lab/Co-op)]

The hon. Gentleman speaks about this issue with great authority and passion for his constituents and people across the UK. My constituent Sarah Morgan recently discovered that she had two different CIGA guarantees for her property—one with a clause detailing the homeowner’s responsibility for property maintenance and one without. Does the hon. Gentleman agree that that subtle change is being used by CIGA as nothing more than a get-out clause?

[Hywel Williams]

Perhaps the hon. Gentleman is blessed with clairvoyance, because I was going to raise that matter. It is extraordinary that the maintenance clause is in the small print, as I understand it, and then suddenly reappears in the rather fancy guarantee as a separate and prominent item of its own. I should imagine that had people—especially older and perhaps disabled people—been aware that they had to maintain the house to a high standard, a lot of them would not have gone in for cavity wall insulation in the first place. That has certainly been my experience with the many cases that I have come across.

This matter has been raised on numerous occasions by cross-party alliances, supported by the tireless work of the victims’ support group, the Cavity Insulation Victims Alliance. I am glad to have this opportunity to commend CIVALLI’s work, which it does with virtually no resources. It communicates the distress of consumers who reach out to it, dismayed at the effects of cavity wall insulation, the process through which it was sold and installed, and the attitudes of bodies that were set up to protect them. Its efforts have resulted in this matter being brought to the forefront of the political agenda, a “better late than never” review and some positive steps.

As CIVALLI and I rather expected having met Paul Bonfield, the review focuses on recommendations for future cavity wall insulation but does not place responsibility or blame for redress or provide compensation for those who have been disadvantaged. The review is forward looking, and quite reasonably so, but our concern is with the large number of historical cases.

The review underlines some positive progress. The British Board of Agrément and CIGA have launched a scheme whereby property assessments are independently reviewed for compliance with industry specifications to ensure that cavity wall insulation installations are carried out only on suitable properties. It strikes me, though, that the review’s publication and the progress made so far is much too little, much too late. I might say that the Titanic, alas, is already going down.

My concern is about the millions of homes already treated with cavity wall insulation, a proportion of which are problematic. I do not know what that proportion is, and it seems that no one else does either, for that matter. We do not know how many there are or where they are, but it is clear that cavity wall insulation has been installed in properties unsuitable due to their location, the size of the cavity, the state of external walls, rendering or pointing.

My constituency, Arfon, is in the category 4 area; in fact, much of west Wales is category 4, as my hon. Friend the Member for Dwyfor Meirionnydd (Liz Saville Roberts) noted. When I raised this issue with the then Under-Secretary in the debate in February 2015 and asked her whether cavity wall insulation should have been installed in these areas, her response was:

“My recollection is that mostly it should not have been.”—[Official Report, 3 February 2015; Vol. 592, c. 20WH.]

That is as clear as can be: it should not have been put in, but it was. Installers, CIGA, manufacturers of cavity wall insulation, Governments and everyone seemed to claim that insulations were preceded by a full assessment of the suitability of the property. I am yet to see an assessment report, and seriously wonder whether such reports exist in any real sense.

In my experience, installers failed to take customer complaints seriously and to provide adequate redress. There seems to be a culture of avoiding customer queries, not responding at all, failing to provide full answers to straightforward questions and denying liability. I have heard people say so many times that they were told that it was just condensation—“Open a window and let all that expensive heat out; we’ll sell you some more”, presumably.

Extraction of failed cavity wall insulation is only one element, and most customers will not be offered even that. In my opinion, customers should also be able to recover costs for interior and exterior damage due to the poor installation and extraction, plus compensation for the distress caused. When I have talked to CIGA, it has said—quite reasonably, I think—that it is a guarantee scheme, not a compensation scheme. However, people have suffered, and they deserve compensation.

Many people complain that they signed up for cavity wall insulation only because they were explicitly told that it was a Government-backed scheme, and they feel that the Government should take responsibility for putting things right. In fact, I have seen a sales video that, after about eight minutes of hard sell, has a prominent TV personality saying clearly that it is a Government scheme. Now, he is a salesman and a television personality, but people took him at his word.

We know that CIGA proffered a 25-year guarantee but, again, that guarantee was worth little to most people after it became clear that there was not a suitable system of quality assurance for installers. Indeed, that was a matter I took up with the previous Minister.