Cavity Wall Insulation: Government Support

Debate between Hywel Williams and Amanda Solloway

Wednesday 21st February 2024 Westminster Hall

[Amanda Solloway]

The hon. Member makes an important intervention. Although it is not within my portfolio, I will absolutely get back to him with as much detail as I can on individual cases and pass them on to the relevant places.

I am sympathetic to the points raised by the hon. Member for Arfon and others about the need for a better understanding of the scale of the problem. At the moment I do not have those figures, and in all honesty I am not sure whether I will be able to get them, but I will certainly endeavour to find out the number of people affected by the issue.

As hon. Members have rightly mentioned, the issues have arisen as a result of poorly executed installations of cavity wall insulation, of which I am very much aware. Unfortunately I do not have a full view of the number of failed installations. Our understanding is that it is a relatively small proportion, but that does not justify it; even if it is a small amount, we should be looking at it. We need to take on board the situation and think about how we can improve. I will refer later to what we have done to make improvements so that this does not happen again.

I want to address the genuine concerns raised by the hon. Member for Bradford South (Judith Cummins). Claims management companies and firms of solicitors have contacted consumers offering to represent them in return for compensation for the damage caused to their homes by the installation. It should be noted that not all those companies have the consumer’s best interests at heart, and some have left consumers facing extensive legal fees. I thank the hon. Member for bringing that to my attention.

To assist consumers who suspect that they have had faulty cavity wall insulation installed in their homes, the Department published guidance in October 2019. I urge customers to follow that guidance to avoid becoming victims of fraudulent cavity wall insulation claims, and for information on organisations that can offer support if a problem arises.

We have put standards in place for the protection of consumers. Energy-efficient measures installed under current Government schemes include the energy company obligation and the great British insulation scheme, and they must comply with the requirements outlined in the British Standards Institution’s good practice standards, set out in the PAS 2035 document. That requires installers to be certified to PAS 2035 standards for any energy-efficient measure including cavity wall insulation, demonstrating a high level of competence. Those standards will help to ensure that an installation is suitable for the property, as the hon. Member for Arfon described when he talked about the way the wall was facing. They will ensure that it is to the highest standards, while also improving the service provided to the consumers.

[Hywel Williams]

I commend what the Minister is saying and what has been done. One of the problems that has bedevilled this matter is the unwillingness of anybody with any power to look at historical cases. The 2016 Bonfield report specifically said that it was not looking at historical cases, but it is the historical cases that are egregious and difficult. I commend the Minister, but eventually we must look at historical cases as well.

[Amanda Solloway]

I thank the hon. Member for making that point. Where consumers have concerns or are unhappy with work that has been carried out, they should contact the installer, although I recognise that some of the installers in the historical cases that we are talking about no longer exist. The insurance-backed guarantee provider offers a second layer of protection, for example in cases in which the installer has ceased to trade. We agree that the industry does not always get it right, and I encourage the industry to provide appropriate remedy for the affected customers.

By mandating the requirement for installations under Government-backed schemes, and ensuring that TrustMark and PAS 2030 businesses undertake the work, we have helped to improve the quality of installations since 2019. We are fully committed to protecting all consumers who have insulation products installed in their homes, as well as improving the overall consumer journey regardless of housing tenure or how installation work is funded.

I thank the hon. Member for Arfon for raising questions about individual cases. I will follow them up in writing; if there any we could look at specifically, I am happy to take them away. I encourage other hon. Members to raise such cases.

I also welcome recent research by the Competition and Markets Authority and other organisations such as Which? and Citizens Advice on consumer protection in this sector. Today the CMA published an update to its report on consumer protection in the green heating and insulation sectors. In response, the Government have announced the work that we are undertaking to improve consumer protection in the green heating and insulation sectors.

I thank the hon. Members for Arfon, for Bradford South and for Aberavon (Stephen Kinnock) for their contributions. As I say, we must remember that these are people’s houses that we are talking about—they are the homes that people live in. If there are any individual cases that we should look at, I encourage hon. Members to send them on to me.