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. Installer • Provide 25 year Guarantees Best Practice Assessment & Guidance Certification for cavity wall insulation installed by member installers. Remedial Guarantee Works Provision • UKAS accredited as Installer Certification body for CWI. • Operate CWISC Competent Technical Customer Persons scheme. Investigations Service Team • 19 strong customer service and Technical Team
CWI Scale • CWI remains the single most important and cost effective measure to deliver carbon savings. RECORDED CAVITY WALL INSULATION INSTALLATIONS • 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?
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 REPORTED AND RESOLVED COMPLAINTS • 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 2016/17 CLOSED CASES BY DAYS TO RESOLVE 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.
Classification • Half of all complaints ever received were reported since 2013. • Reflects the impact of a number CLASSIFICATION OF CLAIMS IN 2016 of 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.
Location • Incidence of complaints is INCIDENSE OF COMPLAINTS BY REGION (2016) highest in the West and North West regions. • Reflects a combination of factors, including prevailing weather and local build and maintenance standards.
Remedial Interventions • 2/3rds of remedial work associated with Extraction. • However, not usually the optimal technical solution and a quarter re-injection or other REMEDIAL INTERVENTIONS works. Cases • Remedial spend in 2016/17 Cavity Clean 1% £2.3m. External Work 1% • Quality and Customer Service Extraction 66% is a key focus, and contractors Internal Work 6% selected from a panel of Other 6% companies assessed and Re-injections 19% audited by CIGA. Total 100% • Quotes assessed against benchmark costs for the work involved to ensure best value.
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
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