Safeguarding ECO4 Installations

Safeguarding ECO4 Installations – Following Consumer Energy Solutions (CES) Ltd going into Administration 

What you need to know and do:

1. First Point of Contact

All applications previously handled by Consumer Energy Solutions have been approved to City Energy Network.

Contact 02920 499183 or info@cityenergy.co.uk

For questions about what to do at each stage of the installation process, please see the information at the end of this page.

2. Contact TrustMark (key escalation route)

All ECO4 installers must be TrustMark registered.

TrustMark can:

• Confirm the ECO4 project details
• Identify the funding energy supplier
• Trigger the Compliance & Rectification process, even if the installer is in administration

You will need:

• Property address
• Installer name (Consumer Energy Solutions / CES)
• Approximate installation date
• Description of faults and number of failed callouts

TrustMark can be contacted on 0333 555 1234 or info@trustmark.org.uk or to raise a dispute for resolution then use disputes@trustmark.org.uk

3. Insurance-Backed Guarantee (IBG)

Most ECO4 installations must have an insurance-backed warranty, precisely for cases like this.

Ask TrustMark:

• Whether an IBG was registered
• Who the insurer is

If an IBG exists, the insurer may:

• Fund repairs
• Appoint a new installer
• Pay compensation if remediation is impossible

4. Escalate to Energy Supplier (Obligation Holder)

Once identified, make a formal complaint to the energy supplier that funded the works.

Key points to include:

• ECO4-funded works have never functioned correctly
• Timeline of failed communications
• Installer now in administration
• Request rectification or compensation under ECO4 obligations

Suppliers remain accountable even when installers collapse.

5. Ofgem Helpline: 0808 169 4447 (if supplier fails to act)

If the energy supplier does not resolve the issue:

• Escalate to Ofgem
• Reference failure to comply with ECO4 consumer protection requirements

Ofgem does not manage installations directly, but they ensure obligations of the failed supplier are transferred or managed.

Project Continuity:

A Supplier of Last Resort will take over ECO4 targets, often continuing to fund projects started by the failed supplier.

Warranties & Guarantees:

• Insulation: typically, 25+ years
• Boilers: typically, 2+ years

If your installer has gone out of business, contact the guarantee provider directly.

Monitoring and Enforcement

Ofgem works with insolvency practitioners to ensure fair treatment.

Administrator contact:

James Saunders – KR8 Advisory Ltd email: Jimmy Saunders jimmy.saunders@kr8.co.uk

(Providing innovative solutions for complex financial situations)

Reporting Fraud: Email Ofgem’s counter-fraud team: counterfraud@ofgem.gov.uk

6. Direct Support & Advice

• Citizens Advice Consumer Helpline: 0808 223 1133
  They can advise on your rights and refer complaints to Trading Standards if needed.

7. The UK Government department responsible for ECO is the ‘Department for Energy Security and Net Zero often shown as DESNZ. They can be contacted on complaints@energysecurity.gov.uk


8. Legal route (last resort)

If significant financial loss or property damage has occurred:

• Check whether the administrator for CES holds any remaining insurance
• Small Claims Court may be possible against the insurer or obligation holder, not CES directly.

What to do at each stage of the process

Below are scenarios based on the different stages of the application and installation process: