Committee publication · Correspondence · 8 December 2025
Letter from the Chief Executive of the UK Accreditation Service relating to the Committee’s evidence session on Faulty energy efficiency installations on 13 November 2025, 27 November 2025
Summary
Matt Gantley, Chief Executive of the UK Accreditation Service (UKAS), provides follow-up information to the Public Accounts Committee following a 13 November 2025 evidence session on faulty energy efficiency installations. UKAS received eight consumer complaints about ECO4 scheme installations from January 2021 to present, three concerning wall insulation. The letter includes UKAS's notification to DESNZ about proposed auditing changes for new installers under PAS 2031 and correspondence regarding underfloor insulation issues.
Key findings
- UKAS received only eight consumer complaints linked to PAS 2030-certified installations from January 2021 to present, with three concerning external or internal wall insulation and poor workmanship cited in most cases.
- UKAS raised concerns about auditing requirements for new installers with certification bodies and DESNZ at a 26 February 2025 roundtable, proposing clearer risk evaluation requirements for installers certified less than one cycle.
- UKAS did not receive information from TrustMark about increased consumer complaints or higher levels of insulation defects until October 2024, suggesting delayed awareness of emerging issues.
- A July 2024 letter from UKAS and partner organisations required certification bodies to review TrustMark and Ofgem data on underfloor insulation defects and contact clients by 10 September 2024 to verify corrective actions.
- UKAS concluded the low volume and nature of complaints received did not reveal widespread trends or systemic concerns with installation quality during the review period.
Tone
ProceduralTopics
Key actors
Matt Gantley, UK Accreditation Service (UKAS), Public Accounts Committee, DESNZ, Ofgem, TrustMark, Jeff Ruddle, Paul Phillips
Notable line
“The volume and nature of complaints UKAS received did not reveal any widespread trends or persistent issues indicative of a systemic concern with installation quality.”
Key Quotes
“UKAS received eight complaints from consumers from January 2021 to the present day.”
“UKAS did not receive information from TrustMark regarding increased consumer complaints or higher levels of EWI or IWI installation defects, identified through its monitoring programme, until October”
“… the current issues with installations have the potential to undermine confidence in the industry and in those organisations who provide assurance to, or regulatory oversight of the UFI sector.”
“"Provide clear requirements with respect to risk evaluation for installers who have been certified for less than one cycle, taking account that limited information is available about installer performance (5.2.3.1)"”
Source · parliament.uk record ↗