CIGA guarantee claims for cavity wall insulation
The Cavity Insulation Guarantee Agency (CIGA) provides a 25-year guarantee on qualifying installs. According to CIGA (CIGA):
- It covers defects in materials or workmanship; investigated concerns and defects are rectified free of charge under the guarantee terms
- Claims must be notified within 25 years of the installation date
- Problems must be reported to the installer as soon as practicable; CIGA must be informed if the matter is not resolved satisfactorily within 2 months
- The guarantee remains valid for subsequent owners or occupiers
- The maximum value of rectification work is currently £20,000
- The guarantee is not valid if the insulation has been altered or disturbed
These points are general guidance from CIGA's public summary – always read the guarantee that applies to your property.
How to report a concern
CIGA's published customer journey is (CIGA):
- Contact the installer first – their name is on the guarantee. CIGA publishes a list of registered installers (CIGA installers).
- If the installer cannot resolve it – or has gone out of business – contact CIGA with the property address and postcode (you do not need the guarantee number).
- CIGA's published timelines include acknowledging within 2 working days, arranging inspection contact within 5 working days, and providing a written report within 27 working days of you contacting them (CIGA).
- Disputes – if you disagree with the final decision, the guarantee provides for independent arbitration via CEDR (CIGA).
Don't have the paperwork?
CIGA can confirm cover or issue a duplicate guarantee for sellers who cannot produce the original (a fee applies; CIGA asks for proof of ownership when querying guarantee information) (CIGA).
Watch out for cold callers
Government guidance warns that claims management companies and some solicitors cold-call about cavity wall insulation compensation. Research any firm carefully, don't sign on the doorstep, and don't hand over guarantee documents or bank details to unexpected callers (GOV.UK). You can report concerns to Trading Standards (GOV.UK) or get help from Citizens Advice (Citizens Advice).