Consumer Update

Don’t be scammed – Refuse, report and have piece of mind

22nd November 2018

A company purporting to be Spectrum Energy are cold canvasing homeowners and telling them that there is a problem with their Cavity Wall Insulation please be aware that this is a scam aimed at getting you to either sign up to fraudulent claims or pay to have your Cavity Wall Insulation removed and replaced at huge and unnecessary costs, if you do have concerns please contact us on concerns@ciga.co.uk and report canvassers to your local Trading Standards

See below for more information on doorstep scams – Courtesy of Age UK

For more information on how to protect yourself against uninvited callers click here

Technical Issues

19th November 2018

Please note CIGA are currently experiencing technical issues meaning we are currently unable to receive emails. We are working to resolve the problem as quickly as possible.

19th November 2018 – Update

Technical issues have now been resolved.
Please note emails sent to CIGA on Friday 16th through to Monday 19th (inclusive) will not have been received. Please resend any emails to concerns@ciga.co.uk or info@ciga.co.uk depending on your query.
All concerns logged through the website have been received successfully.

Looking after your information

1st August 2018

Following a review of our administrative process, we are implementing a change in our administrative practice for when we receive Subject Access Requests (SARs) from third party organisations, on behalf of householders.
Please note, with immediate effect, we will no longer be accepting Forms of Authority (FOAs) and will not provide a response to a requesting organisation. Going forwards, we will now only write to the householder, who may share this information with third parties if they wish.

Who is cold calling you?

30th April 2018

CIGA are receiving reports that householders are being cold called or door knocked by individuals claiming to be representatives of CIGA.

CIGA do not cold call householders. If you are called or approached on your doorstep by someone selling services and claiming to be a representative of CIGA contact your local trading standards on 03454 04 05 06 and report the incident to Action Fraud.

CIGA inspections

All CIGA inspections will be prearranged with you through the head office as a result of you contacting us with a concern. All Inspectors will carry a CIGA proof of identity, will introduce themselves and talk you through the inspection process. Homeowners who have any doubt as to the legitimacy of anyone presenting themselves as a CIGA employee should not allow them into their home, prevent them from carrying out any inspection works (which depending on the nature of these works may invalidate the guarantee) and contact the CIGA main telephone number 01525 853300 to confirm the identity of the individual concerned.

Please note CIGA will never turn up at your home unannounced and one of our staff will always contact you to make an appointment. For more information on how to protect yourself and your home click here.

Training day

25th April 2018

Please note the office is closed today for essential staff training. If you have a concern with your insulation or an ongoing case please email concerns@ciga.co.uk If you have a general query please email info@ciga.co.uk and we will endeavour to respond to your query within 48-72 hours dependent on the nature of query.

Personal data protection and changes to the guarantee

11th April 2018

In response to recent changes under GDPR and to ensure that our procedures for personal data remain robust CIGA have taken advice and have, with immediate effect, taken the decision to remove any reference to the homeowner from its circa 6 million guarantees. This change will not affect the CIGA guarantee terms which continue to provide protection for your home and any future home owners however it does make clear that the guarantee relates to the home and not an individual owner.  We  are confident that we are complying with our obligations under the Data Protection Act 1998 and the principles contained in the EU General Data Protection Regulation and as such will not treat searches for a guarantee as Subject Access Requests.

Any personal homeowner data that CIGA hold will only pertain to ongoing and historic claims which will be held for the lifetime of the guarantee.

Should homeowners require a duplicate copy of a guarantee they can still purchase a duplicate and any such guarantee will be issued to ‘The Occupier’ and not a named individual and will require evidence of proof of ownership of the property.

Please note – If you have a concern with your insulation and your property has a CIGA guarantee you do not need to be in possession of a copy to raise the concern with CIGA or the installing company

Consumer Focus

28th February 2018

From March 2018 CIGA will implement the next stage of its consumer focused improvements by introducing a new role of CONSUMER FOCUS, this arrangement will replace CIGA’s Consumer Champion taking up individual complaints with CIGA. The Consumer Focus role will be headed up by Mr Brian Yates. Brian is a board member of Which Magazine with an extensive history in Customer Services and is currently the Chair of the CIGA Customer Services Committee and is a non-executive director on CIGA’s council.

Carillion

16th January 2018

CIGA are aware of the situation with Carillion and are seeking further clarity from both Carillion and the appointed liquidators, until further advice is provided consumers should continue to lodge concerns direct with Carillion.

For contact details click here

Frequently asked questions

20th December 2017

Do you have a question about your guarantee or CIGA’s services? CIGA now have a dedicated page answering all of your frequently asked questions.
See all of CIGA’s frequently asked questions

Our top three questions…

I’m not sure if I have a CIGA guarantee what should I do?

Contact CIGA on 01525 853300 or email info@ciga.co.uk

Do I need to have a copy of my CIGA guarantee to raise a concern?

No you don’t need to have a copy of the guarantee. If you have concerns about your cavity wall insulation and it is covered by a CIGA guarantee see ‘How to raise a concern’ for the next steps. If you have any questions about your concern email concerns@ciga.co.uk

I can’t find the original CIGA guarantee and I want to get a replacement copy, what should I do?

Contact CIGA on 01525 853300 or email info@ciga.co.uk For security purposes you will need to provide proof of residence. In the case of third party representation, written consent from the home owner providing permission for representatives to act on their behalf. There will be a fee of £42.00 including VAT

For more information on looking after your property after cavity wall insulation has been installed, claims companies, frequently asked questions and more  and condensation check out our information and guidance page.

See all of CIGA’s frequently asked questions

Changes to ADR

19th December 2017

CIGA introduced an independent arbitration service in 2016 provided by the Centre for Effective Dispute Resolution (CEDR) who are approved by the Chartered Trading Standards Institute. Over the past year CIGA has been monitoring this service and its benefit to consumers. The arbitration service is proving effective with circa 66% of claims resulting in either a full or partial settlement in favour of the homeowner and whilst this has not always resulted in delivering total satisfaction to the claimant it has played an important role in providing an effective settlement from which both parties can move forward.

Many claims do fail because they are outside of the scope of arbitration and should not have been submitted. CIGA has recently worked with CEDR on updates to the rules which will assist in clarifying the scope and ensure claims have a better chance of success should they prove to be a legitimate concern.

The scheme was launched when CIGAs customer service was implementing improvements to address justified criticism at that time. CIGA has now taken the opportunity to reflect and benchmark it against similar Arbitration services and review the associated costs of administrating the service. As a result, CIGA has taken the conscious decision to amend the Arbitration fee and provide a balance between supporting legitimate access and controlling claims costs. Whilst the cost of submission will be increasing it is evident that this increase is still very much in line with other arbitration service charges.

ADR will now cost the complainant £100 + VAT effective from 01st January 2018 in line with similar schemes. Should the ADR find in favour of the complainant (either partially or fully) then fees will be fully refunded. CIGA will continue to consider full funding for complainants where the ADR route is not easily accessible due to personal circumstances.

Find out more

Who is at your door?

2nd November 2017

Recently there have been disturbing reports of individuals door knocking and claiming to be representatives of CIGA.

A CIGA inspection will always be prearranged with you through the head office. All Inspectors will carry a CIGA proof of identity, will introduce themselves and talk you through the inspection process. Homeowners who have any doubt as to the legitimacy of anyone presenting themselves as a CIGA employee should not allow them into their home, prevent them from carrying out any inspection works (which depending on the nature of these works may invalidate the guarantee) and contact the CIGA main telephone number 01525 853300 to confirm the identity of the individual concerned.
Should it transpire that they are not a CIGA employee but have fraudulently served to represent CIGA then you are strongly advised to inform the local police providing as much detail as possible as this could be an attempt at theft or identify fraud.

Please note CIGA will not turn up at your home unannounced and one of our staff will always contact you to make an appointment. For more information on how to protect yourself and your home click here.

There have also been cases where householders have been contacted by phone from individuals claiming to be from CIGA. Telephone contact from CIGA will only be made after contact has been initiated by the householder. CIGA will not make cold calls.  If you are unsure end the call and contact info@ciga.co.uk or call 01525 853300

Consumer Security

19th October 2017

Due to an increased number of approaches from fraudulent companies claiming to be the homeowner to secure guarantee data, and those using objectionable behaviour purporting to provide claims management services, CIGA has taken the decision to introduce additional security checks to ensure the homeowner’s information is protected. CIGA want to ensure the homeowner is clear as to the support and cover they can expect under the CIGA guarantee which serves to provide redress when there is a problem with an install or materials associated with cavity wall insulation and the installer is no longer trading or able to fulfil their obligations. More specifically CIGA wish to clarify that the guarantee provides for remediation of directly associated damage and not compensation for loss or indirect/incidentals.

Moving forward CIGA will continue to effectively process complaints where the homeowner is in possession of a guarantee. However, with immediate effect, homeowners that request a duplicate guarantee or data relating to the guarantee will require proof of residence at the property and in the case of third party representation, written consent from the home owner providing permission for representatives to act on their behalf. Searches for guarantee information will be dealt with as a request for a duplicate guarantee, which will be sent direct to the homeowner and will incur an administration fee of £42 including VAT in all cases.  Information relating to the guarantee will not be provided over the telephone

CIGA wish to clarify that it denounces the practice of giving false expectations to homeowners by misrepresenting the redress available under the terms of the CIGA guarantee. The guarantee exists to service claims in materials and workmanship and for directly attributable costs and is effective when the installer is no longer trading. CIGA will always look to service the guarantee in a fair and transparent manner and will seek legal and/or regulatory body redress against companies or persons serving to fraudulently claim against the guarantee.