Delayed assessment leaves home leaking

Q We had cavity wall and loft insulation installed in our home at the end of November, under a free insulation scheme funded by the government. A company called Carillion Energy Services put in the insulation, including some in an extension which has been built onto the house. Just days after the insulation was installed, when it was raining, we noticed water was coming in.

We contacted Carillion and, despite site visits by a number of different people, the problem has not been resolved. They say they believe the leak could be to do with a building defect, rather than anything to do with the work they have carried out – but it seems very coincidental that it began as soon as the insulation was installed – and that it had not happened before.

The company now says that we have to wait for weeks until another expert can be called in to confirm what has happened one way or the other, but we want to get this resolved as soon as possible.

We feel that because this was a free service, we do not have a leg to stand on, but it is very frustrating.

HW, Edinburgh

A I have been out to the property myself and there seems to be an insulation ingress into the ceiling, which I believe is caused by a building defect. However, in these circumstances, we need to call in an expert to confirm exactly what has happened. I have had to refer the case to the manufacturer of the insulation, Warmfill. A representative of the company will be coming up from England during the week commencing 23 January and he and I will visit the property again together.

It is very unfortunate that this has happened and we understand the householders’ concerns, but we have to follow guidance.

l John Hamilton, operations manager, Carillion Energy Services.

l If you have a consumer issue that you would like tackling, contact Jane Bradley on 0131 620 8432 or e-mail [email protected].