Skip to content

Government boiler scheme 'nightmare' causes flooding

BBC Hayley Jones sitting at her kitchen table with a pile of paperwork from the case in front of her. Behind there are buckets in the kitchen to catch water leaking from the ceiling above.BBC
Hayley Jones has urged people using the scheme to "do your research" first

A woman has said work to install an energy efficient boiler and loft insulation under a government scheme has been a "nightmare".

Hayley Jones, from Wimborne, Dorset, said shoddy workmanship from a sub-contractor left exposed wires in her bathroom and water leaks that have caused thousands of pounds worth of damage from repeated floods.

The ECO4 scheme offers discounted or free home insulation and upgraded boilers to some people on income-related benefits.

Warmer Homes, which arranged the work, said they and its sub-contractor had paid £5,000 in compensation, but Ms Jones said it was nowhere near enough to cover the damage.

A picture of the shower fitting and exposed pipe in Hayley's bathroom
Two showers were badly fitted in the house, Ms Jones said

She told the BBC when workmen arrived from the sub-contracted firm based in Wales in September they had no idea of the type of boiler required and brought the wrong equipment.

Following the work, she said: "We had a massive flood that came through the ceiling.

"We had six weeks with no showers, no running water for three consecutive days, [we] had to get drinking water and everything from a neighbour's tap, buckets of water to flush the toilet, the list is just endless...

"I've got pipes hanging off... I couldn't use the bath because I had a live wire over [it]."

The showers were replaced six weeks later but Ms Jones branded it a "terrible job" as they were not flush with the tiles allowing water to seep behind.

She has also raised complaints that her loft had been left damp and at risk of attracting mould due to poorly-fitted insulation.

"...this has been three months of hell. I've never cried so much," she said.

She has urged people using the scheme to "do your research" and avoid firms which use sub-contractors.

Loft insulation, thrown in a haphazard fashion, covering over personal items and blocking ventilation
Ms Jones said her loft has been left damp due to poorly-installed insulation

Warmer Homes said the engineer who completed the installation holds all the necessary certifications.

It said it conducts on-site inspections to check work whenever sub-contractors have been involved.

"As this is a construction-related field, occasional slips can happen," it added.

"However, we take full responsibility in such cases and ensure any issues are resolved promptly and effectively."

It admitted it was "reviewing and enhancing our quality control measures" but said many customers had praised work done by the sub-contractor.

It said an offer to Ms Jones to cover the costs of her own plumber and decorator to rectify the work was turned down.

TrustMark, whom companies carrying out work under the scheme must be registered with, said it was looking into the case and confirmed Warmer Homes was an approved supplier but the sub-contractor was not.

Energy regulator Ofgem said "suppliers must demonstrate... they are using only TrustMark accredited installers to deliver the scheme – if they fail to do this, suppliers will be unable to recover costs for non-compliant work and may face further action by Ofgem".

A Department for Energy Security and Net Zero spokesperson said: "This is a concerning allegation, and we would urge anyone experiencing similar difficulties to contact TrustMark so that any issues can be rectified.

"Insulation and other energy efficiency measures fitted under government schemes must be fitted by a TrustMark registered installer and to the highest standards."