In May 2015 CIGA appointed a Consumer Champion, Teresa Perchard.
The Consumer Champion role was to –
- Sit on the CIGA Council (governing body) and bring a consumer voice to the Council, recommending improvements in policies and procedures where needed;
- Correspond with consumer groups;
- Take up individual complaints with CIGA if they are taking too long to resolve so as to make sure complaints were properly dealt with.
- Where necessary recommended appropriate disciplinary action against installers.
A thorough review of the way that the Cavity Insulation Guarantee Agency (CIGA) and its registered member installers handle consumer complaints and claims about cavity wall insulation was undertaken by the Consumer Champion. The review was launched in June 2015 and comments from a wide range of consumers and stakeholders were invited by 18 September 2015.
The report was published on 10th December 2015 and is available to read here.
On 10th December 2015 CIGA also published a response, in which it commits to adopt all of the recommendations, which is available to read here.
Over the past year the number of people who have approached the Consumer Champion has significantly reduced as CIGA has implemented many of the improvements recommended in 2015. 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.
Find out more about CIGA’s Consumer Focus
CIGA is committed to providing a quality service. If CIGA does not meet customer expectations it wants to know about it, have the opportunity to put things right and learn lessons to ensure that similar problems do not occur in future. Find out more about CIGA’s complaints process