Committee publication · Correspondence · 1 December 2025
Letter from the Chief Operating Officer at TrustMark relating to the Committee’s evidence session on Faulty energy efficiency installations on 13 November 2025, 25 November 2025
Summary
Charlotte Carter, TrustMark's Chief Operating Officer, provides follow-up evidence to the Public Accounts Committee's 13 November 2025 hearing on faulty energy efficiency installations. TrustMark clarifies its governance arrangements with DESNZ, describes consumer communication efforts targeting ~80,000 affected properties, and confirms insurance policy limitations: structural damage is covered up to £20,000, but health-related claims are excluded.
Key findings
- TrustMark and DESNZ have held weekly operational meetings since 2021, with quarterly/annual strategic meetings established in 2025; a DESNZ representative joined the TrustMark board in 2025.
- Consumer letters sent to ~60,000 properties in January 2025 and ~20,000 more in November 2025 flagging quality issues with solid wall insulation (SWI) and external wall insulation (EWI) under ECO4 and GBIS schemes.
- Insurance policy covers consequential property damage (including mould remediation) up to £20,000 limit, but excludes compensation for ill health, loss of earnings, or other personal injury claims.
- TrustMark strengthened consumer correspondence ID verification language to address counter-fraud concerns, with letters reviewed by behaviour insight teams at Ofgem and DESNZ.
Tone
FactualTopics
energy-efficiencyconsumer-protectionpublic-financegovernancefraud-prevention
Key actors
Charlotte Carter, TrustMark, Public Accounts Committee, Department for Energy Security & Net Zero (DESNZ), Ofgem, Sir Geoffrey Clifton-Brown
Notable line
“The policy covers damage to the property only, so there is no cover for compensation for ill health, loss of earnings that might arise as a consequence of mould.”
Key Quotes
“… meetings between TrustMark and the Operational Policy Teams of the Department for Energy Security & Net Zero (formerly the Department for Business, Energy and Industrial Strategy) were established from 2021 and continue to date, as a forum to support clear, informed …”
“… urgent issues requiring timely attention were addressed, and where appropriate, escalated outside the regular meeting schedule to uphold effective governance.”
“In January 2025 communications were sent to ~60,000 properties who had SWI installed under ECO4 and GBIS to outline problems had been identified with the quality of insulations.”
“The policy covers consequential damage to the structure of the property (where it is a direct result of relevant defects) so this could include rectifying mould damage to walls etc, up to the £20k policy limit.”
Source · parliament.uk record ↗