CIGA Cavity Insulation Guarantee Agency Omdömen 

Not even worth 1 star , the man who came to look was incompetent and thinks he knows everything loves his job finding any points he can to get out of redoing the work when he knows nothing, will see you in court ciga as you have already admitted to the cavity been done wrong with the first inspector we have that in writing

In 2009 we had cavity wall insulation installed. Initially we noticed a big improvement with heat retention, the house was comfortable throughout. However, with the recent cold snap pre December the Bathroom, Kitchen and small bedroom were freezing cold, while the rest of the house was warm.

The Bathroom, Kitchen and small bedroom are all on the same wall, a West facing wall, and all had a temperature of 12C. I contacted the company that installed the insulation and asked could it be possible that the material used in the cavity wall had failed, or shifted leaving open spaces ? They immediately dismissed my enquiry stating - in the time frame you mention it would not have failed. Then they sent me a photo of the front of my property saying - You have a lot of glass, and plastic cladding, that is the problem.

This statement is incorrect. I have had new windows and doors fitted, and behind the cladding is packed with glaswol.

As I have a 25 year Guarantee I decided to reach out to CIGA. I explained the problem, and the answer from the installers, but their reply was not what I expected. CIGA wanted details of my property from the Land registry. They also wanted details of my mortgage, and a utility bill. In another email they asked for - Photographic evidence of damage. I purchased a digital infra-red temperature gun and recorded the inside wall temperature. The Temp was 12 - 13 C and the living area was 21C. To me this suggests a lot of heat is escaping through the wall (or a lot of cold coming in).

I decided not to provide CIGA with the requested documents as I consider these to be private and confidential. I find it bizarre that a company that provides a guarantee needs to have this information from the owner.

I then received an email informing me - We cannot proceed without these documents. So we are at a status quo. I won't send the documents, and CIGA won't act until I do. I am interested to know what they would do if I did send them those documents ?

I might as well rip the 25 year Guarantee certificate up as it is no use to me. Ciga is not prepared to compromise. However, if they were to send an inspector, I would gladly show them all the documents on site, but I will not send them to be stored or transmitted elsewhere.

I also wonder if Ciga would contact the installer and take THEIR opinion on the matter above mine ?

My wife and I are both pensioners in our 70's We don't need such problems, but we did think we were covered with a solid guarantee... apparently not.

Part 1 Thus far CIGA have been professional and prompt in replying and providing the service or reviewing my cavity wall insulation. Insulation installed in 2011 by previous owners. On purchase house seemed overly cold had a private survey carried out which showed poorly installed insulation with huge caps where no insulation had been installed. Contacted CIGA who asked for various bits of documentation ie copy of deeds just to provide proof of ownership etc totally reasonable. Then sent a cavity wall inspector to carry out their review of the cavity wall. In agreement with first inspection that the insulation had been put in badly. They have agreed now to arrange a company to come and remove the cavity wall insulation at which point a further inspection will be done to check suitability to re-do the cavity wall insulation.
So thus far I am totally happy with the responce and service received. Hopefully that will be the case all the way through the process (I will update as we go)
A Tomkins - NG250DA

Part 2 - 18/03/2023 cavity wall removed via CIGA contractors. No complaints seemed a job well done thus far. Now awaiting CIGA response for next actions.

to everyone here who as had dealings with ciga to me it is a huge scam there pulling to get information from you to pass on to other people. they told me they have certificates to do with my property and i need to provide them with lots of documents to prove i am the owner. my property was built in the early 60s and i have owned it for the last 4 years before that it was owned by a elderly lady from when it was built to 1989 from 1989 to 2018 aug it was owned by my late parents. the only insulation that was ever put in this property was when the people built it. so how can ciga have any certifates to do with this property as this company was only started in 1995 and this property was built in the 60s. to ciga i no you dont install insulation how ever your a bunch of liers no one has ever signed anything with you in 33 years its a scam to get money from me. so anything you claim to have is null and void as over 25 years old and outdated plus i have read what other people have wrote about you. my advice is to everyone if this company claims to have certificates check when you property was built and then look when this company started its business up and if your property is older than this company they could not have certificates and you are being scamed just a big bunch of liars.

Raised a concern in 2018, sent photos of the problem and was told it was DPC failure. I got the impression they just couldn't be bothered.

I tried again 4 years later, and as the photographs were far worse by then. We'd removed render and a breezeblock to access the cavity ourselves to confirm the problem. It was like wringing a sponge full of water. We sent photos again.

This time, the inspector came out who was a lovely lady, who did a thorough job.

There was clearly bridging due to cavity wall insulation and or rubble. I signed papers sent to me a month later to agree to have the stuff removed.

The company who removed the insulation were great, did a professional job and cleaned up after themselves.

Our house is now dry and free of black mould. We have never been this comfortable in our home in 4 years and we can finally decorate. Thank you all.

Poor Support from CIGA. I am really not sure how can I prove that the problem is with CWI workmanship. I tried contacting CIGA when I noticed that the house gets cold very quickly and my heating bills were going through the roof. I contacted CIGA in January 21 and till date have not go any proper replied. They asked me to send professional report of CWI inspection. How do I get CWI inspector? I bought professions FLIR camera and sent theim photos showing heat escaping through walls. Still, to date, the response from them is 'need professional report stating poor workmanship. I am not sure what to do.

I am writing this review to advise the public that any company that offer you a guarantee from CIGA .Send them packing .The guarantee is definitely not worth the paper it is written on .
They gave me the run around for years claiming they spoke with the company and they are willing to sort the issue they did on my home and too phone them .I phoned the company and nothing .Back to CIGA and they said we just spoke with them and they said to phone them .I told them i have and nothing .Then i find out the company will not speak to me only through solicitors .I tell CIGA this and they told me that isnt true and to try again .Which i did over 50 times .yes thats right i did put 50 .
After years of headache and no help from Ciga .I walked away with a settlement with the company /solicitors .
Thats not my issue .
Ciga are stopping companies from extracting the insulation .
I spoke with a company only today .They told me on Friday 15th July 2022 they will have ton speak with CIGA to see if they are aloud to do the extraction .They said they will phone me on Monday 18th July 2022 .I ended up phoning them .They told me they are still waiting on a reply from CIGA .Sometime later they phoned me back and said .WE HAVE JUST SPOKE WITH CIGA AND WE WONT BE DOING THE EXTRACTION .They woundnt tell me what was said But they did say they dont want to get involved with the matter .
So CIGA issue guarantees for 25 years and will not live upto their own terms .They will not let companies repair my property and they will not answer my calls .What they will do is lie and deceive to customers they they will sort any issue out and really do nothing .They are committing fraud and deception to customers but in reality they are helping the company that destroyed your home to slip out of any issues .
Had CIGA gave me the correct information from the start and not lied over and over to me i could of taken other steps .But i didnt know what was going on until i find out the company that destroyed my home by installing cavity wall insulation incorrectly in to my home changed their name yet again .Had i had the correct details i could of approached the company with the correct naming and possibly had all this done in the time limit i had before they changed their name again .Even a Judge said something doesnt smell right with two guarantees both issued to my address with the same reference number dated at the same time of issue but with different names ( slightly ) and different business address .
Trust me on this CIGA GUARANTEE IS JUST A PIECE OF PAPER .Toilet paper is worth more and we all no what that is used for .I really hope the program ripoff Britain read this .I would be happy to go on the program .Very rude people and block your number and soon as they know who you are when using another way of contacting them they will end the call .Basically because they will not answer or resolve any issues . IN A NUTSHELL THEY ARE A SCAM COMPANY AND I READ HERE IM NOT THE ONLY VICTIM THAT HAS HAD THIS DONE TO THEM .Probably taking back handers from companies and doing over the customer to be blunt .
Update. Nothing but lies yet again
Only in it for the money and will not help the customer. As I have said. They will lead you on telling you they will address the matter and actually do nothing.
As for the settlement that was for some repairs to my property that Direct savings Ltd destroyed but not for extracting the insulation. Which I asked CIGA if they could help with some companies names to get this done. They would not help in any way and was rude a number of times. They wasted years of my time and did nothing to help. And continue to cause problems by refusing to Let two companies extract the insulation. Because of this its all about money again as the companies in question want work from CIGA. Nothing about the customer. Just their pockets. I ha e emails and recordings also proving everything I have said. If you have a guarantee from CIGA bin it if you are offered a guaranteed from a company that's for CIGA. Well. I don't think you want me to say. I told you so. Good luck people. And beware.

Update .If CIGA responded this quick when i asked for there help with this matter instead of giving me the run around and delaying things taking months at a time . ( Obviously giving DIRECT SAVINGS LTD now the new name ) .The time for the paper work to go through to declare bankruptcy / liquidation .Obviously had they gave me the correct details in good time i could of approached the correct company name before this happened .Instead lie after lie .Seems like some sort of back hander going on .supporting the COMPANY / CLIENT instead of the customer / victim .
IM SURE YOU GET THE IDEA WHAT CIGA NOW DO FOR A LIVING AND ITS NOT SUPPORT THE CUSTOMER WHEN A COMPANY DESTROYS YOUR HOME .I never had such a quick response from CIGA ..

Having had the disturbing discovery of dampness in my home and the problem was the cavity wall insulation, I contacted CIGA to help under the 25 year guarantee issued when the insulation took place approximately 17 years ago. The insulation problem wasn’t a pleasant discovery but from the moment I contacted CIGA they have been marvellous. An initial inspection was arranged promptly and the cavity wall insulation removed in April. Yesterday a CIGA representative did further survey to ensure the CWI had been removed satisfactorily. I cannot praise Ian Allison, the surveyor, strongly enough. He was prompt and thorough with the inspection, taking time to explain to me anything I didn’t understand and reassured me that the CWI has been satisfactorily removed, which was the best news I’ve had in a very long time. From start to finish the staff at CIGA have been so helpful but a special mention for Ian Allison, who is a great ambassador for your Company. Thank you everyone who has helped get everything sorted for me. Only the plasterer to repair the internal damage and it’ll all be sorted. Thank you once again one and all.

Sent from my iPad

We had damp internal walls in several places and asked CIGA to investigate.
Positives: They responded and acted quickly at all points in our email exchanges. They provided us with the surveyor's report in full. They arranged a survey quickly. The remedial work (removing bridging rubble and filling an associated void and restoring the wall's appearance) was arranged quickly and, as far as I can tell from watching, proficiently.
Negatives: CIGA insists its surveyors do not enter the house, citing COVID risks. This seems unnecessary at this stage in the epidemic, and means that the surveyor must rely on our photos for information about internal damage. Despite having been told that we suspected problems at the first floor level, the surveyor came unequipped to reach the main area of damp - his ladder was too short to reach the first floor. It was only because he agreed to use our own ladder that he found the area that needed remedial work. The survey report had some misleading inaccuracies, but CIGA corrected those after we queried them.

Update - they did send someone who did a very through inspection (over an hour and a half) without charge. Much happier with the response but wish it had been taken more seriously on first attempt.

Original impression was ‘Total joke’ …wouldn’t even send someone to survey the building …just an arbitrary email rejecting my request for an inspection.

Amateurs and complete scammers, they take the money for the guarantee but will not honour the guarantee, despite their website stating they guarantee all workmanship. Avoid like the plague as these people are scammers just taking the money. Guarantee isn’t worth the paper it is written on.

How this company get higher than one is beyond belief! Guarantees? Solutions given by working with those who caused the damage!?!? What is that about. No remorse offered over a survey that did not point out that the house was not fit to have CWI installed. Out for the money and not prepared to say they were wrong! Guarantee non existent. Rubbish Agency.

Reply from CIGA. How can an inspection not be justified when we don’t know what’s causing the problem??

Good afternoon,

Thank you for your e-mailed correspondence, we would like to respond as follows.

The CIGA guarantee provides assurance that defects with workmanship or materials in connection with the installation of cavity wall insulation will be rectified free of charge for a period of 25 years from the date of installation, but this does not include indirect loss, damage, costs, or expenses.

However, CIGA is unable to guarantee the performance of the product once installed, and this is totally reliant on several other factors to include water vapour extraction, regular ventilation, and adequate heating control.

Under the circumstances CIGA is unable to justify an inspection.

Kind regards,

Customer Service Department

Worst Worthless Guarantee
This is my personal opinion they
don’t read anything or listen to people’s
Cavity problems.
Just keep putting out the same worthless reply’s to everyone as can be
seen in all the complaints on this site.
I couldn’t believe the amount of complaints that people have regarding
Ciga
Read all the complaints that just says it all.
Absolutely terrible

In 2007 I qualified for the Warm Front Government Green Scheme and I was offered CWI. Being concerned about the environment and wanting to reduce my fuel costs, I agreed to the installation. No pre-installation survey was carried out by Millfold Group Ltd, which I see as negligent now, but I believed that I was protected by my paper 25 year guarantee. Within a few years the exceptionally tall, south facing wall of my house, which has always been exposed to wind driven rain – it is 2 miles from the south coast – started to bubble up and show signs of damp. In 2016 I started a very frustrating battle with CIGA to get them to honour the terms of my 25 year guarantee. Eventually, CIGA sent one of its surveyors over and his report stated that the CWI had been ‘installed to BBA and System Designer Specifications.’ Surprisingly, the inspection identified a lack of maintenance and deterioration of window surrounds as a key reason for compromised insulation in my property, even though maintenance was not a prerequisite for having CWI installed or the guarantee activated. Eventually, and after many emails back and forth, CIGA accepted liability and agreed to fund a partial extraction by one of their designated extracting companies. The 2017 survey carried out after this extraction states that, due to rubble in the cavity, the surveyor could not confirm that this particular area was fully clear, after an extremely distressing 2 day extraction procedure. Thus, damp was bound to transfer from the outer leaf of brickwork to the inner leaf but CIGA’s contractor left my property, knowing this was likely to happen. I am now embroiled in another battle with CIGA, as a result of further issues with damp and having since been advised that partial extractions are useless. As a result, I am now desperately seeking a survey on the entirety of my house by a surveyor of my choice and need to get the rest of the cavities cleared. During this battle I have tried to find out the facts behind the statement in the 2016 survey, which claims that the insulation was installed to BBA and System Designer Specifications, but BBA have not been able to clarify that statement, saying that I have been misinformed. I am still fighting to save my property from further damage and my experiences so far with CIGA have been most frustrating. I email the CEO, after being disappointed with his staff’s responses to my complaint, but he fails to acknowledge my attempts to escalate the severity of my complaint, permitting the same member of staff to reply. I am being fobbed off and every course of action I take is blocked by CIGA. Even a recent Daily Mail journalist’s report is met with a stubborn refusal by CIGA’s CEO to accept any responsibility for the countless cases of distress inflicted on ordinary people who just want to get on with their lives. Their mental health and means of security – their homes – have been badly affected so absolutely atrociously by a cowboy industry backed by government funding. CIGA continually refuses to accept its part in selling guarantees to these cowboy set ups and not rectifying the damage that these CIGA accredited installers are causing. Shame on you CIGA and your CEO!

I was told to provide proof of deeds etc then was informed that even though I had a 25 year guarantee they had no intention of sending anyone to have a look at the cavity wall a total waste of space nice one CIGA
The more information they requested was sent by email and they acknowledged they received it and that's is when I got the reply to say they were not sending out anyone to investigate, I don't know how to provide proof that the house is cold and the insulation may not have worked properly

Good Afternoon,

Thank you for your e-mailed correspondence.

The CIGA guarantee provides assurance that defects with workmanship or materials in connection with the installation of cavity wall insulation will be rectified free of charge for a period of 25 years from the date of installation, but this does not include indirect loss, damage, costs, or expenses.

However, CIGA is unable to guarantee the performance of the product once installed, and this is totally reliant on several other factors to include water vapour extraction, regular ventilation, and adequate heating control.

Under the circumstances CIGA is unable to justify an inspection.

Kind regards,

Customer Service Department

I give a Big fat Minus x lots of ZERO’s
Nothing has changed In the last 10 yrs it seems … just got sneakier…
Useless then and would seem worse now ..
The whole industry need a good kick up the backside and overhauled... yet some MP and Government seem to think is fine to promote installation of CWI EWI Spray Foam but they don’t promote honesty and tell you about the failures this stuff also causes .. failure to give a balanced informative truth to consumers as a duty of care so people have a choice not free bribery con .. TELL consumers FAILED CWI EWI SPRAY FOAM damages your property but somewhere within the working of the green deals the fact and figure are lost in transit … somewhere 🤬.
Lots of information kept quiet because Green ain’t all it’s made out to be ..
So all the guarantees In The world don’t matter because they choose to look for excuses not to pay out when 💩 hits the fan …
Reality check - Nothings free - levied within bills and taxes so consumers always screwed over .. Read and digest what’s happening with the Grenfell investigation and see how so called Businesses involved in the whole insulation industry behave remembering employ educated professionals - ????

CIGA Ref CR37,714
After replacing the damp course in my living room due to damp walls I am still having mould growth due the the external and internal wall being the same temperature in ONE SPOT on the wall (condensation builds).
After providing information i received a very cut and paste reply stating
‘ CIGA is unable to guarantee the performance of the product once installed, and this is totally reliant on several other factors to include water vapour extraction, regular ventilation and adequate heating control. Furthermore, wall surface temperature variation is likely to be due to many contributory factors i.e. north facing walls, restricted ventilation, size of radiators, external foliage etc.’

The issue of the ‘insulation’ bridging the cavity is the VERY reason I got in touch - a very ‘dont care - go away’ brush off that i will be challenging after contacting my local MP

Even one star would be too much for this company. I emailed them back and forth for over a month. They refused to visit my property because there was ‘insufficient evidence’ of poor workmanship. How do I prove something like that without an inspector. All I know is that heat escapes fast and in turn the bills sky rocket over winter. They were useless! Do not recommend and poor customer service. Avoid avoid avoid.