CIGA Cavity Insulation Guarantee Agency Avis 

My wife and I moved into our house 14 months ago , we found that although we had a guarantee supplied by the last owners the property was very in the winter. We invested in some modern double glassed windows . Whilst it wasbeingfittedwe checked the cavities with regard to the cavity wall insulation . There was only a hint of any present . We contacted CIGA who came out promptly to inspect the whole house . They came to the same conclusion we had and gave the go-ahead for all our wall cavities to be cleaned out and refilled with insulation. They were very professional and took the whole process very seriously and are thankful to them.

After buying a house that had cavity wall insulation done around 10 years ago we noticed a few issues with damp and used a thermal camera and identified 2 areas that it looks like had missing cavity wall insulation. The installer had gone bust so I got in touch with CIGA. At first it was the standard damp issues email but when I sent them the thermal images they agreed to send someone out. They confirmed the findings and arranged to have an installer come out and fit it. All happened nice and quickly and the standard of work was excellent. very happy.

I put review on trust piolet and CIGA agreed with installers Karnheath that I voided my Guarentee by having works done to my propert and this voided my guarentee from 2004 and suggested if not happy take to Arbitration .
I did take this up with Arbitration and they did not uphold the accusations .
I would like an appolgy from CIGA but not holding my breath

We contacted CIGA at the start of July as we have had constant damp issues after purchasing our house and spent thousands trying to rectify them (the trader has now dissolved). We had a damp expert assess the problem at telling us if was being caused by the cavity wall. Ciga carried out an inspection on the 27th July and a second inspection two weeks later. We haven't been told the reason for the second inspection, but the inspector CIGA sent did tell us he had reccomended cavity wall removal and didn't know why the second inspection. We have chased repeatedly and keep being told it is with a senior investigation offer, it's now been 53 calendar days and 39 working days (13 days over their promise for a resolution), we haven't been told why it's with the senior team, given any time frame of a resolution or why the did a second inspection. Meanwhile we are living in a damp house as it's coming into winder, absolutely appalling service.

They needed mortgage or Land Registry proof of ownership of the property, plus a utility bill prior to telling us if we had a warranty or not. I believe this is a breach of GDPR as they must be collecting sensitive information from those who do not have a warranty and therefore no relationship. Plus they should only collect information needed to do the task (i.e. warranty or not). Having provided the details they would not say how long is remaining on the warranty without paying £60.
As far as I know this was a government scheme and therefore you expect better.

Update: This is bullying and censorship. On 9th of June I was sent a threatening email following my review, that my action is clasdified " Unexplainable behaviour "and a demand to remove my comment. It is true I was not given an option to complain or write an email to Mr Donohue but they demand that i remove it. Before my review I was told that Mr Donohue would have a meeting on Friday 12th to authorise the continuation of the work to my property, which has taken 3 years and 8 months. Whilst I am waiting for this without kitchen and bedroom furniture, my roofer is waiting to repair my flat roof which CIGA will be using, my decorators are waiting because of the drilling inside and my life has been on hold. Needless to say Friday came and passed and nothing happened. I was not informed of the meeting taking place and any date for the work to continue. It is not only my opinion but wide spread opinion in the industry that people had voiced, that CIGA does what CIGA feels like. Take that Adjudicator! It is indeed shambles.

Nigel Donohue the Managing Director of CIGA is running cowboy company. I am told by his staff, that he cannot be asked to spare 10 min for a meeting whilst I am waiting 3 years and 8 months, whilst living without kitchen, bathroom or ability to fit wardrobes. Because CIGA has to drill holes apparently everywhere inside. I was looking after my mum who had a stroke and was told to come back for them to commence. They didn't. My mum passed away without me! Despite CIGA producing fraudulent reports that i have no cavity wall with my neighbour, despite video evidence of such wall. Demanding no industry practices of me, such as party wall agreement and drying my neighbour's property, an Adjudicator awarded me complete extraction of all old insulation and reinstatement in every wall previously treated and new untreated walls found. I was denied this. I was told only what was treated. I was denied the award to deal privateluly and im still waiting 3 years and 8 months. Told i cannot complain, cannot send an email to Mr Donohue, who is stalling for 2 werks to have 10 min meeting to approve the works. I hope he is sipping cocktails somewhere hot, whilst we live in squalor and dying. Cheers.

CIGA get a bad rep but we have had really excellent customer service and very thorough and conscientious site visits. Like many, our installer had gone bust but we worked through the process and had a full investigation and were kept informed throughout. Again, like many, our insulation was done poorly, and probably should not have been done at all given the age and construction of the house. The guarantee covered all inspection and removal and was done expediently.

Dreadful customer service. Told me to get a surveyors report which we paid £200 for then said they only accept certain companies reports. They should be reported to Rouge Traders!! Report was received and they will not help as the little bit of insulation that we have was installed correctly.

After CIGA stating they required a proof of ownership ie land registry or mortgage statement and a utility bill to access The guarantee on legacy cavity wall insulation ,,

Once the above was complied with and sent they then replied asking for a further payment this is not the process,, I have raised this with local MP this sort of piracy shouldn’t be government backed £60 demand for what I already own?? Was looking to upload the link they sent demanding payment but trust pilot don’t allow same to be on reveiw
The cut n paste response below says it all don’t require official copy of guarantee ,, but Ciga refuse point blank to provide dates or who took out the guarantee who put there name to it this is diffrent from the answer about a copy

If your installer is affiliated to CIGA and the IAA then it not a guarantee that has any value. CIGA and the IAA share the same office, same address. It is a sham that leads you into a false sense of security that you are covered if it all goes wrong. They are industry funded meaning the industry marks it's own homework and carry influence over decisions made by this company. Just look at the directors of the company.
My experience is that my installer and CIGA worked together to reject my concerns. It became increasingly evident that my Installer influenced the outcome of CIGAs decision. It was a blatant stitch up.
This is an interesting debate held in parliament. Do read it as it will give you a real insite into what to expect.
Many people are then told to fall back on the guarantees issued through the Cavity Insulation Guarantee Agency—or CIGA, as many people refer to it. For the majority of people I have spoken to, CIGA often represents the biggest brick wall of them all, because what that industry-funded body appears to provide in far too many cases is protection in name only. I am sure that Members across the House have been approached by constituents who have sought an assessment from CIGA, only to be presented with various get-out clauses that prevent any kind of redress payment from being issued".
"Then people are pointed to alternative dispute resolution, or independent arbitration. Several constituents have expressed significant concerns about how independent that process is, and many are reluctant to go down that lengthy route as, once a decision is made, it is legally binding and cannot be challenged, apart from in the High Court. The process is also expensive. It costs £130, and the complainant must pay for an independent surveyor’s report, so costs can stack up to £500. It can become, in essence, a one-way ticket to nowhere".

The guarantee is completely worthless, it isn't even worth the effort of sending the claim e-mail and it came as absolutely no surprise that when there was a chance of having to pay out no fault would be found, so I'm still left with a freezing room despite their assurance that "insulation is generally to the required specification" "can continue to benefit for improved heat retention."

I wish I had just paid someone professional to resolve the issues instead of wasting my time.

This company underwrites and guarantees cavity wall installation for several companies. Hillserve in Stockport is no longer so I contacted CIGA asking two simple questions. Is the product safe has there been any problems with it. Can I have an inspection. CIGA went on to ask for confidential information without clarifying why they wanted it, and explaining what happens to the information sent. All emails from CIGA are signed customer service team. So no accountability. They ask you to be their surveyor by taking photographs. "Please supply a photograph of the rear elevation". Of what? They are very defensive, evasive and uncooperative. As a so called regulatory body good luck trying to get any help from them. I think this is a company in a barn sort of set up. Their tactics are to delay delay delay.

Useless company - avoid like the plague. Read other Trustpilot reviews of CIGA if you think I am a lone voice.

The supposed CIGA guarantee is not worth the paper it is written on.
Staff are rude and unhelpful.
This organisation needs to be thoroughly investigated by a higher power.
Absolutely appalling.

Warm Space insulation Ltd Swindon installed thermal insulation under the Goverment scheme in 2006. Unable to locate them in 2024 we contacted CIGA Concerns with regard to the Guarantee.
CIGA were quick to reply and we forwarded all the information requested by them plus photographs.
24th September 2024 a technical inspector arrived.
A team later came out and removed all the cavity insulation plus builders debri left in the bottom of the cavity.
A second inspector came out and cleared the cavity all clear and clean.
CIGA then contacted the Warmer Group who then came out and removed two area's of bridging morter debris.
After a further inspection on the 18th of February 2025 remedial action was taken to reinsulate with white glass wool.
At all times we had no problems with CIGA and the contractors they tasked for the job were very clean tidy and polite.
We look forward to having a warmer winter 2025/26.
Watch this space.
The gaurantee was for 25 years. CIGA will carry on the Guarantee for five more years.

I had an issue with some work carried out on my house and contacted CIGA for thier support as the compnay used went bust . From the start of the process they have given me an outstanding service and rectifed the problem to the highest standard
Thank you

CIGA is undoubtedly the worse company in the UK by far. We had cavity wall insulation done by Mark Group who went out of business not longer after.
Some 5 years after the installation we had new bay windows fitted and the installers told us the insulation was done incorrectly, the living room floor is a suspended wooden floor and the vents in the bay wall had been filled with clear silicone and the cavity filled. This could lead to issues with rot as no air was circulating. I contacted CIGA who refused to come out and said that the insulation was disturbed and therefore the guarantee was void,they were about as helpful as a chocolate teapot , doesnt matter that it was installed incorrectly. Also how many people in the UK would contact them before windows being changed? With the windows out we paid to have it removed from this area
recently to the rear side of the house we noticed some damp patches, the builder said it looked like the breakdown of the cavity wall insulation and I should contact the installer, Contacted CIGA who said that due to the bay windows at the front of the house the guarantee is void for the whole property, this is despicable from a company who should be honoring shoddy workmanship and materials not trying everything they can to get out of the rectification work.
I will be contacting Trading Standards and seeing if there is an official Government body who oversee thing sure as this. YOU REALLY DO NEED AVOID ANY INSTALLATION COMPANY WHO`s GUARANTEE ARE WITH CIGA, AS THE COMPANY AND THE GUARANTEE ARE COMPLETELY WORTHLESS

I should have read the reviews on here to prepare myself to deal with the utter shambles that is this company.
Over the last year or so the house has felt significantly colder, damp patches appearing and mould in areas never affected before. We were not aware that CIGA would remove this for free should a problem with the cavity wall insulation be the issue. We had an independent company come out to the property for an inspection. They confirmed the cavity wall insulations was soaking wet and advised us to contact CIGA to have it removed. That's when the trouble began.....
Numerous emails from seemingly nameless employees (be wary when companies do not expect their staff to sign off an email) asking for pictures, evidence of our mortgage and utility bills. We provided everything they asked for including the inspection report confirming wet cavity wall insulation. I have to add, at this point, they were responding very quickly with generic copy & pasted emails.
Final email received stating the damp and mould is due to us not ventilating our home correctly, told us how to remove mould (thanks!) and they provided us with a very handy attachment on how to ventilate our home! Not once have they acknowledged the report confirming the cavity wall is wet. The company who installed it went bust years ago so unable to contact them.
I have asked for their complaints & appeals procedure and they are no longer responding - shock!!
You call the office, poor people on the end of the phone are not qualified to deal with enquiries, you're directed to their website or email.
They are shockingly bad, possibly one of the worst companies I have ever dealt with. They make your life a misery in the hope you'll give up with frustration - no idea how they are getting away with it.
They had somehow managed to confirm that our cavity wall insulation is not wet based on a few grainy pictures taken with an iphone. They must be wizards! Absolute jokers!!
No doubt they will comment on this asking us to email the 'concerns' email address - we've already done it, it's like pulling teeth!

I had cavity wall insulation installed 16 years ago. Unbeknown to me my property was not suitable for it. Over time water has penetrated the exterior walls which is damaging my property. CIGA are refusing my request to inspect the installation, it needs to be removed. The guarantee is not worth the paper it is written on and CIGA are avoiding their obligations.

Not impressed so far- I have significant damp issues caused by old cavity wall insulation which should never have been installed as I have a rat trap cavity. I have plasterers halfway through re-rendering my house who now cannot complete this job until CIGA resolve this matter. No problem I thought, until they sent me an initial inspection appointment for SEVEN WEEKS TIME. Meanwhile I have exposed brick work which is letting in more water every time it rains and causing further deterioration to the interior of my property. Responses to emails are borderline rude and dismissive of my concerns. I can't imagine how long it will take them to actually carry out any remedial work if this is how long simply booking an inspection takes. I will definitely be familiarising myself with their complaints procedure in the meantime.