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CIGA guarantee claims

Before you pay anyone to take insulation out, find out whether it is guaranteed. Most cavity fill installed in the UK in the last thirty years came with a guarantee, and the main provider is CIGA, the Cavity Insulation Guarantee Agency. If the failure comes from the installation or the materials, remedial work may be paid for.

Raising a concern with the guarantee provider costs nothing

Guide prices checked November 2026, for England, Scotland and Wales.

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You probably have a guarantee if

  • The insulation went in under a government or energy-company scheme. ECO, the Green Deal and earlier schemes required an appropriate guarantee.
  • A registered installer did the work. Installers registered with CIGA issue its guarantee for each job.
  • You were given a certificate at the time. Or the seller handed one over with the house deeds.
  • You simply do not know. CIGA can confirm whether it issued a guarantee for your address.

Who to contact, in order

ItemWhat it coversGuide price
1. The installerIf still trading. They should investigate and put defects right.Free
2. The guarantee providerIf the installer has gone or will not act. CIGA takes concerns from guarantee holders.Free
3. Arbitration or ombudsmanCIGA claims can go to arbitration after a deadlock letter; insurance-backed guarantees to the Financial Ombudsman Service.Usually free to you
No guaranteeRemedial work is paid by you. A building surveyor’s opinion first is worth having.Extraction from £900

Order of steps from the GOV.UK and Welsh Government consumer guides on cavity wall insulation problems. Work out your own house.

If the claim is refused, or there is no guarantee, we can put you in touch with an independent extraction specialist.

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Making a claim without making it harder

Find the guarantee

Look through the house paperwork for a certificate. If you cannot find one, contact CIGA: the Welsh Government’s consumer guide gives CIGA’s number as 01525 853300 and says it can confirm whether a guarantee was issued. Since 2012 some insurance-backed guarantees have been issued by other providers, so a “no record” from CIGA does not always mean no guarantee. Ofgem published a list of guarantees it reviewed for the ECO scheme.

Raise the concern

The GOV.UK consumer guide says to go to the installer first, and to the guarantee provider if the installer has ceased trading or has not dealt with it. CIGA accepts concerns at concerns@ciga.co.uk, but only from people whose property has a CIGA guarantee. Describe what you are seeing, where and since when, and include photographs.

Keep your own record

  • Dated photographs of damp, mould and any staining outside.
  • A borescope report, if you have had a survey.
  • Every letter and email, and notes of phone calls.
  • Any maintenance you have done: gutters cleared, pointing repaired.

Guarantees usually require the house to have been reasonably maintained, so evidence that you have kept gutters and pointing in order helps.

If the claim stalls

The Welsh Government guide explains that once CIGA issues a deadlock letter, marking the end of its claims process, you can go to arbitration. For insurance-backed guarantees the route is the Financial Ombudsman Service.

Be careful with cold callers

Both government guides warn about claims management companies that call or knock offering compensation for cavity insulation. Some cases are not genuine. Check who you are dealing with, get every charge in writing, verify any solicitor with the Solicitors Regulation Authority, and do not sign on the doorstep. The Welsh guide warns that a claim not notified properly, or not pursued by a company you signed with, could invalidate the guarantee.

Where we fit

We are not a claims company and do not handle guarantee claims. If you need a survey to support a claim, or the claim has ended and the work still needs doing, we can introduce you to an independent extraction specialist.

Where our information comes from

Prices are typical ranges from published UK contractor and trade price guides, read November 2026, before VAT. Guidance is summarised in our own words; it is general information, not advice on your particular house.

How the job gets done

The usual path from noticing a problem to getting it put right.

  1. Find the paperwork

    Certificate, installer name, date. Ask CIGA if you cannot find it.

  2. Installer first

    If still trading, ask them to investigate in writing.

  3. Then the guarantee provider

    Raise a concern with evidence; they arrange an inspection.

  4. Remedial work

    By the provider’s contractor under a valid claim, or your own specialist if not.

Questions homeowners ask

How do I find out if my cavity wall insulation is guaranteed?

Check the house paperwork for a certificate, ask the installer, or contact CIGA, which can confirm whether it issued a guarantee for your address.

How long does a CIGA guarantee last?

CIGA’s standard guarantee is a 25-year guarantee; Ofgem’s guarantee list names it as the CIGA 25 Year Guarantee. Check the start date on your certificate.

Does the guarantee transfer when I buy a house?

Guarantees are generally tied to the property rather than the person. Ask the seller for the certificate and check the wording with the provider.

What if CIGA turns my claim down?

Ask for the reasons in writing. Once the claims process ends with a deadlock letter, the Welsh Government guide says arbitration is available.

Should I use a claims company?

You do not need one to raise a concern with the installer or guarantee provider. Both government guides warn about some claims management companies; read every charge before signing anything.

Can I get the insulation removed while the claim is open?

Talk to the guarantee provider first. Having your own contractor disturb the wall before their inspection could weaken the claim.

Keep reading

Tell us what the walls are doing

Three short steps. Your postcode, the house and what you are seeing are enough to start. The specialist confirms the detail with a borescope survey before any price is fixed.

Costs you nothing. We hold on to what you send until you have agreed to the extraction specialist we suggest.

Step 1 of 3

Where is the house?
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