CIGA Retrofit Cavity Wall Insulation Performance, Challenges, - - PowerPoint PPT Presentation

CIGA

Retrofit Cavity Wall Insulation – Performance, Challenges, Benefits and Perception

Nigel Donohue, Chief Executive April 2017

About CIGA

• Independent not for profit

company established in 1995 at the request of Government.

• Provide 25 year Guarantees

for cavity wall insulation installed by member installers.

• UKAS accredited as Installer

Certification body for CWI.

• Operate CWISC Competent

Persons scheme.

• 19 strong customer service

and Technical Team

Installer Assessment & Certification Guarantee Provision Customer Service Team Technical Investigations Remedial Works Best Practice Guidance

CWI Scale

• CWI remains the single most

important and cost effective measure to deliver carbon savings.

• Proven reliable technology

and delivery scalability

• Although funding has reduced

in recent years, CWI will represent almost half of projected ECO Help to Heat measure uptake.

• Technical potential remains to

treat over 5 Million properties with additional opportunities for insulating Party Wall

• So what are the benefits and

problems?

RECORDED CAVITY WALL INSULATION INSTALLATIONS

CWI Benefits

• NEA estimate that 4.5 million low-income households across the UK

still cannot adequately heat and power their homes.

• There were an estimated 24,300 Excess winter deaths in England

and Wales in 2015/16

• The WHO estimate that >30% of excess Winter Deaths are due to

cold homes meaning that over 8,000 people die each winter because they cannot keep warm

• Age UK estimates that cold homes cost the NHS in England £1.36

billion per year in hospital and primary care (2012).

Reported Concerns

• Although CIGA is not the only

Guarantee provider it is by far the largest and longest established with 6 Million Guarantees issued since 1995.

• The total number of claims

since 1995 to the end of 2016 stands at 19,036

• Equates to complaint rate of

0.32%, or 3 concerns reported to CIGA for every 1,000 installs over the last 21 years.

• 75% of cases resolved in 120

days or less

• By analysing complaints CIGA

can identify trends and update suite of best practice guidance.

REPORTED AND RESOLVED COMPLAINTS 2016/17 CLOSED CASES BY DAYS TO RESOLVE

Classification

• Half of all complaints ever

received were reported since 2013.

• Reflects the impact of a number
• f large installers ceasing to

trade and Winter storms of 2013 and 2014

• Water Penetration fell in 2016

but remains the most common concern, accounting for 50% of cases.

• CIGA directly involved in

resolving 75% of cases and completed remedial works in 60% of cases.

• Poor maintenance or building

defects are the main reason for rejecting a claim.

CLASSIFICATION OF CLAIMS IN 2016

Location

• Incidence of complaints is

highest in the West and North West regions.

• Reflects a combination of

factors, including prevailing weather and local build and maintenance standards.

INCIDENSE OF COMPLAINTS BY REGION (2016)

Remedial Interventions

• 2/3rds of remedial work

associated with Extraction.

• However, not usually the
• ptimal technical solution and

a quarter re-injection or other works.

• Remedial spend in 2016/17

£2.3m.

• Quality and Customer Service

is a key focus, and contractors selected from a panel of companies assessed and audited by CIGA.

• Quotes assessed against

benchmark costs for the work involved to ensure best value.

Cases Cavity Clean 1% External Work 1% Extraction 66% Internal Work 6% Other 6% Re-injections 19% Total 100%

REMEDIAL INTERVENTIONS

Challenges

Reputational environment

Positive progress

In recent weeks industry has united to counter criticism in the press and in Westminster: 1. Influenced the direction of a BBC North West investigatory piece and appeared on live television to defend the industry 2. Ensured sector spoke with one voice and that BEIS Minister Nick Hurd understood industry position ahead of scrutiny in Parliament 3. Presented positive information to the Welsh Government following BRE report into cavity and solid wall insulation 4. United to deal with Mail on Sunday attack article aimed at industry

Claims Companies

• Claims Management Company assignment

model successfully challenged by CIGA in a High Court hearing December 2015.

• Activity now centred on Claims Solicitors,

JFS/CWL, DDE, Pilkington Shaw etc.

• Believed to be approaching 1,000 cases, many

involving no problem.

• Solicitation, social media, marketing and

advertorials often based on scurrilous claims about scale of problems.

• CIGA in discussion with the “Solicitors

Regulation Authority” and ASA where rules contravened.

• Evidence required, particularly linking Claims

Solicitors to cold calling and canvassing etc.

• Any info can be forwarded to CIGA in

confidence.

CIGA Initiatives

• Appointment of a Consumer Champion to represent the views of

customers

• Appointment of non Exec representatives to provide independence
• Development of class leading Customer Service function
• Launch of ADR scheme operated by Chartered Trading Standards

Institute approved provider

• Introduction of Vulnerability policy
• Publication and enforcement of Best Practice Guide to handling

complaints

• Informing customers through publication of quarterly stats, Annual

Reports and guidance

• Incentivising quality by publishing installer performance tables
• Launch of Party Wall Guarantee proposition
• Launch of independent surveillance of assessment and increased

surveillance rates

How the PCA can Help?

• Expert diagnosis
• Support to consumers with jointly developed property care pack
• Difficult case management support
• Logical handover of cases where PCA has expertise
• Exchange of views
• Training and development of inspector workforce
• Case study reviews
• PCA Members for CIGA procurement frameworks