CIGA Cavity Insulation Guarantee Agency Reviews 141

Dreadful customer service. Told me to get a surveyors report which we paid £200 for then said they only accept certain companies reports. They should be reported to Rouge Traders!! Report was received and they will not help as the little bit of insulation that we have was installed correctly.

After CIGA stating they required a proof of ownership ie land registry or mortgage statement and a utility bill to access The guarantee on legacy cavity wall insulation ,,

Once the above was complied with and sent they then replied asking for a further payment this is not the process,, I have raised this with local MP this sort of piracy shouldn’t be government backed £60 demand for what I already own?? Was looking to upload the link they sent demanding payment but trust pilot don’t allow same to be on reveiw
The cut n paste response below says it all don’t require official copy of guarantee ,, but Ciga refuse point blank to provide dates or who took out the guarantee who put there name to it this is diffrent from the answer about a copy

If your installer is affiliated to CIGA and the IAA then it not a guarantee that has any value. CIGA and the IAA share the same office, same address. It is a sham that leads you into a false sense of security that you are covered if it all goes wrong. They are industry funded meaning the industry marks it's own homework and carry influence over decisions made by this company. Just look at the directors of the company.
My experience is that my installer and CIGA worked together to reject my concerns. It became increasingly evident that my Installer influenced the outcome of CIGAs decision. It was a blatant stitch up.
This is an interesting debate held in parliament. Do read it as it will give you a real insite into what to expect.
Many people are then told to fall back on the guarantees issued through the Cavity Insulation Guarantee Agency—or CIGA, as many people refer to it. For the majority of people I have spoken to, CIGA often represents the biggest brick wall of them all, because what that industry-funded body appears to provide in far too many cases is protection in name only. I am sure that Members across the House have been approached by constituents who have sought an assessment from CIGA, only to be presented with various get-out clauses that prevent any kind of redress payment from being issued".
"Then people are pointed to alternative dispute resolution, or independent arbitration. Several constituents have expressed significant concerns about how independent that process is, and many are reluctant to go down that lengthy route as, once a decision is made, it is legally binding and cannot be challenged, apart from in the High Court. The process is also expensive. It costs £130, and the complainant must pay for an independent surveyor’s report, so costs can stack up to £500. It can become, in essence, a one-way ticket to nowhere".

The guarantee is completely worthless, it isn't even worth the effort of sending the claim e-mail and it came as absolutely no surprise that when there was a chance of having to pay out no fault would be found, so I'm still left with a freezing room despite their assurance that "insulation is generally to the required specification" "can continue to benefit for improved heat retention."

I wish I had just paid someone professional to resolve the issues instead of wasting my time.

This company underwrites and guarantees cavity wall installation for several companies. Hillserve in Stockport is no longer so I contacted CIGA asking two simple questions. Is the product safe has there been any problems with it. Can I have an inspection. CIGA went on to ask for confidential information without clarifying why they wanted it, and explaining what happens to the information sent. All emails from CIGA are signed customer service team. So no accountability. They ask you to be their surveyor by taking photographs. "Please supply a photograph of the rear elevation". Of what? They are very defensive, evasive and uncooperative. As a so called regulatory body good luck trying to get any help from them. I think this is a company in a barn sort of set up. Their tactics are to delay delay delay.

Useless company - avoid like the plague. Read other Trustpilot reviews of CIGA if you think I am a lone voice.

The supposed CIGA guarantee is not worth the paper it is written on.
Staff are rude and unhelpful.
This organisation needs to be thoroughly investigated by a higher power.
Absolutely appalling.

Warm Space insulation Ltd Swindon installed thermal insulation under the Goverment scheme in 2006. Unable to locate them in 2024 we contacted CIGA Concerns with regard to the Guarantee.
CIGA were quick to reply and we forwarded all the information requested by them plus photographs.
24th September 2024 a technical inspector arrived.
A team later came out and removed all the cavity insulation plus builders debri left in the bottom of the cavity.
A second inspector came out and cleared the cavity all clear and clean.
CIGA then contacted the Warmer Group who then came out and removed two area's of bridging morter debris.
After a further inspection on the 18th of February 2025 remedial action was taken to reinsulate with white glass wool.
At all times we had no problems with CIGA and the contractors they tasked for the job were very clean tidy and polite.
We look forward to having a warmer winter 2025/26.
Watch this space.
The gaurantee was for 25 years. CIGA will carry on the Guarantee for five more years.

I had an issue with some work carried out on my house and contacted CIGA for thier support as the compnay used went bust . From the start of the process they have given me an outstanding service and rectifed the problem to the highest standard
Thank you

CIGA is undoubtedly the worse company in the UK by far. We had cavity wall insulation done by Mark Group who went out of business not longer after.
Some 5 years after the installation we had new bay windows fitted and the installers told us the insulation was done incorrectly, the living room floor is a suspended wooden floor and the vents in the bay wall had been filled with clear silicone and the cavity filled. This could lead to issues with rot as no air was circulating. I contacted CIGA who refused to come out and said that the insulation was disturbed and therefore the guarantee was void,they were about as helpful as a chocolate teapot , doesnt matter that it was installed incorrectly. Also how many people in the UK would contact them before windows being changed? With the windows out we paid to have it removed from this area
recently to the rear side of the house we noticed some damp patches, the builder said it looked like the breakdown of the cavity wall insulation and I should contact the installer, Contacted CIGA who said that due to the bay windows at the front of the house the guarantee is void for the whole property, this is despicable from a company who should be honoring shoddy workmanship and materials not trying everything they can to get out of the rectification work.
I will be contacting Trading Standards and seeing if there is an official Government body who oversee thing sure as this. YOU REALLY DO NEED AVOID ANY INSTALLATION COMPANY WHO`s GUARANTEE ARE WITH CIGA, AS THE COMPANY AND THE GUARANTEE ARE COMPLETELY WORTHLESS

I should have read the reviews on here to prepare myself to deal with the utter shambles that is this company.
Over the last year or so the house has felt significantly colder, damp patches appearing and mould in areas never affected before. We were not aware that CIGA would remove this for free should a problem with the cavity wall insulation be the issue. We had an independent company come out to the property for an inspection. They confirmed the cavity wall insulations was soaking wet and advised us to contact CIGA to have it removed. That's when the trouble began.....
Numerous emails from seemingly nameless employees (be wary when companies do not expect their staff to sign off an email) asking for pictures, evidence of our mortgage and utility bills. We provided everything they asked for including the inspection report confirming wet cavity wall insulation. I have to add, at this point, they were responding very quickly with generic copy & pasted emails.
Final email received stating the damp and mould is due to us not ventilating our home correctly, told us how to remove mould (thanks!) and they provided us with a very handy attachment on how to ventilate our home! Not once have they acknowledged the report confirming the cavity wall is wet. The company who installed it went bust years ago so unable to contact them.
I have asked for their complaints & appeals procedure and they are no longer responding - shock!!
You call the office, poor people on the end of the phone are not qualified to deal with enquiries, you're directed to their website or email.
They are shockingly bad, possibly one of the worst companies I have ever dealt with. They make your life a misery in the hope you'll give up with frustration - no idea how they are getting away with it.
They had somehow managed to confirm that our cavity wall insulation is not wet based on a few grainy pictures taken with an iphone. They must be wizards! Absolute jokers!!
No doubt they will comment on this asking us to email the 'concerns' email address - we've already done it, it's like pulling teeth!

I had cavity wall insulation installed 16 years ago. Unbeknown to me my property was not suitable for it. Over time water has penetrated the exterior walls which is damaging my property. CIGA are refusing my request to inspect the installation, it needs to be removed. The guarantee is not worth the paper it is written on and CIGA are avoiding their obligations.

Not impressed so far- I have significant damp issues caused by old cavity wall insulation which should never have been installed as I have a rat trap cavity. I have plasterers halfway through re-rendering my house who now cannot complete this job until CIGA resolve this matter. No problem I thought, until they sent me an initial inspection appointment for SEVEN WEEKS TIME. Meanwhile I have exposed brick work which is letting in more water every time it rains and causing further deterioration to the interior of my property. Responses to emails are borderline rude and dismissive of my concerns. I can't imagine how long it will take them to actually carry out any remedial work if this is how long simply booking an inspection takes. I will definitely be familiarising myself with their complaints procedure in the meantime.

We were trying to sell our house a while back and the survey reports keep coming back to say that we had cavity wall insulation fitted - this was a total shock to us as we had been told when we bought it that it had all been taken out!
I mentioned this to a friend who suggested contacting CIGA to rectify the issue.
We paid a fee to see if our house did indeed have cavity wall insulation and when it was put in - yes we did have it, but it should NEVER have been put in, as our house is timber framed = severe fire risk!
I found the form online and applied straight away to see if we could have it taken out.
The form to fill in was easy but we did not know who had originally installed the insulation but this was not a problem.
Someone came to do a report of the property within the timescale given and our details were given to a subcontractor to arrange extraction.
Through no fault of CIGA, unfortunately the company assigned to the task kept postponing the date and/or losing the paperwork and kept us waiting for months.
I contacted CIGA again to ask for a different company to be assigned.
Within a week a different company had got in touch with a date and they came when they said they would and they did a thorough job.
We have now received the official paperwork and certification to say that the cavities are now free of insulation, so we should have no issues with home surveys in the future.
We are very thankful to CIGA for resolving this issue for us and we have already recommended them to our neighbour and friends who also have cavity wall insulation issues.

First class service from Ciga. They and their inspector were a fantastic help in getting the insulation removed and then rectifying the attendant problems.

We had cavity wall insulation installed approximately 20 years ago. In November 2024 I noticed that the floorboards felt ‘springy’ so we lifted the carpets and realised the floorboards had completely rotted away in that area.
I contacted CIGA as the original installers had long since ceased trading.
The biggest hurdle was trying to prove to CIGA that we indeed owned this property as every utility bill is paid by direct debit and therefore no paper trail!
Thankfully I managed to find paperwork showing our Mortgage had been fully paid and this sufficed.
Long story short CIGA arranged for CRAIG LEES (builders) to rectify all the damage caused by the incorrectly installed insulation. All the air vents around the property had been completely sealed with silicone meaning absolutely no airflow was able to reach the joists/floorboards hence all wood was completely rotten.
Craig was absolutely brilliant working meticulously to replace the joists/floorboards/skirting boards and he even went as far as putting new carpet gripper down!
Craig definitely went above and beyond also the work he needed to do was quite messy/dusty but he ensured all my furniture and hall carpet were covered with dust sheets.
Craig is an absolute asset to CIGA and I would recommend him to anybody

They are aware that some home owners simply need to know how old their insulation is in order to get a government grant, so they hide this information and make you purchase a certificate, knowing that it might not be of use to you at all. It costs £50 for them to send you an email of this.

I complained to CIGA about my cavity wall insulation.
They asked for pictures which I sent and was told the evidence was not enough to get it removed however I do keep on top of the mould by using mildew and mould remover on walls when mould appears.
I’ve just had the whole house decorated and mould has reappeared again CIGA said it’s not enough for anything to be done and will not come and inspect in person to be able to smell the damp problem.
I’ve just started another complaint which I got the same reply that I’d complained before and there wasn’t enough evidence however I want to take my case further and they tell me the case is closed.
Why have I got a warranty if it’s in date and CIGA does not honour it.

The previous owners of my property had a grant for cavity wall insulation which is honoured with a 25 year guarantee.
When I moved in I noticed condensation.
I then contacted the company, somebody came out,inspected the cavities.
They told me there wasn't one bit of insulation in any of the cavities at all.
There was a further appointment for the installer to fill the cavities.
I still got damp in my front room.
This year I decided to take out a few bricks above damproof membrane and was shocked to see over a foot high compacted debris all along the wall.
I only wish I could add the pics I took on here
I contacted Ciga with what I'd found.
They fobbed me off saying I'd disturbed the insulation and couldn't do anymore.
I told them this is an installer issue and needs resolving as now I've got a large empty void that needs refiling.
They tell me it all needs extracting.
My point is,if theres a guarantee still active that covers poor workmanship,why are they not looking into it.
I found dampness and black mold on inner bedroom walls behind wardrobes.
I contacted Ciga,I sent photos,they don't want to know.
Looking at a lot of other discouraged Ciga reviews I can see they are a terrible company.They are not fit for purpose.
They don't instill any confidence with their guarantees,we'll no guarantees.
I have no confidence in having the work fully rectified by another installation company only to have another dud 25 year guarantee.

Contacted this company about problems we were having, easy to contact, got back quickly with a response and explained the next steps, CIGA arranged for an engineer to visit, nice guy and explained what he would do, he conducted the inspection and told us what he had found and would forward this to CIGA, who then gave us a copy of the report and explained what would happen next. We feel as we have been treated very fair through this prosses and kept well informed, we also feel this is a company that can be trusted