1 of 12

Susan Challenger (ECO4 Victim)

Sources: DESNZ ECO4 Guidance; Ofgem ECO4 Programme Overview

Seeking answers, accountability and meaningful action and change.

2 of 12

My Eco Story�Whole House Retrofit in 2023

Solar PV — roof-mounted panels

Air Source Heat Pump & Heating — external heat pump unit + radiator/heating control

Hot Water Cylinder — modern cylinder/tank

Internal Wall Insulation — installation/cutaway photo

3 of 12

My ECO4 Story

-AUG 2023 – ECO4 Install Complete

-MAY 2024 – Major Issues with Internal Wall Insulation

Internal Insulation Trapped Moisture in walls - Causing the spread of Dry Rot
ECO4 survey showed no damp but was signed off as having no damp and a damp proof course which was not correct
Insulation was applied incorrectly but signed off as satisfactory.

Sources: Consumer Case Studies; PAC Evidence; TrustMark Complaints

4 of 12

*JUNE 2024 – Customer Takes Action

Whole Timber Floor Removed by the Customer at their own expense to remove Dry Rot and some of the insulation and infected plaster.

5 of 12

- JUNE 2025 --- 1 YEAR LATER!...

Installer Removed All of the Insulation from the House

- APRIL 2026 (TODAY)… No repairs since - continue to live in poor and hazardous living conditions.

Trustmark, DRO and Ofgem have let me down .

I am now dealing directly with the installer and work is finally being planned.

6 of 12

Cause of My Retrofit Failure

Poor-Install Survey	Installed Incorrectly	Weak Oversight
Damp missed	Poor workmanship	No effective quality control
Wrong assumptions	Membrane not sealed	Sign-off despite failures
Inadequate assessment No ‘Customer’ Sign Off	Moisture trapped	No accountability

7 of 12

ECO4 ‘Customer Care’ Framework �Not Fit for Purpose

9 of 12

Technical expertise not adequate or appropriate

10 of 12

Recommendations for ECO4 Reform

Recommendation	Why?
1. ECO Credits After 12 Months of Proven Savings	Reward real energy and carbon savings, not forecasts.
2. Measure Retrofit Teams on Real Outcomes	Hold designers accountable for actual performance
3. Audit All Installs & Remediation Work	Reduce failures and costly repeat repairs.
4. One ECO Rep Per Household	Single point of contact with power to act.
5. Independent ECO Oversight Body	Focus on true outcomes, transparency and Find & Fix.
6. Installer Ratings Include Customer Care	Reward good Customer Care
7. Stronger Warranties & Insurance	Protect households if installers fail or close.

11 of 12

Retrofit Must Continue But Better

Retrofit is essential for climate and fuel poverty
But failures must be repaired before Warmer Homes Starts
Households need stronger protection
Success must be measured by outcomes — not installations
Typically retrofit targets older, damp/ harder to treat housing stock that requires higher levels of surveyor expertise.
Without stronger oversight and clearer consumer protection, future retrofit schemes will repeat the same failures.