Partner Article

Unscrupulous energy efficiency installers warned by OFT

A review of the energy efficiency sector has found instances of unscrupulous dealings with consumers.

The Office of Fair Trading found instances of high pressure sales techniques; unclear information about paperwork and cancellation rights; and poor quality installations.

Following the review, the OFT has written to 50 “leading” installers of double glazing, insulation and solar panels, asking them to provide consistent service and standards.

Consumers were found to have been given misleading or inaccurate information about the energy they could save and their eligibility for a grant or subsidy.

Concern was also raised over high-pressured selling techniques by door-to-door salespeople. Evidence showed some had stayed in consumers houses for several hours, or told buyers that discounts were only available if products were taken immediately.

The OFT has now opened an investigation into the sector, focusing on business practices, complementing work with Local Authority Trading Standards Services.

Nisha Arora, Director in the OFT’s Services, Infrastructure and Public Markets Group, said: “Energy efficiency products offer real benefits to consumers and the sector has significant potential for business growth.

“However, it is important that people can be confident the companies they deal with are complying with the law, and that they are able to make informed purchases, without pressure sales techniques.

“Many businesses in this sector comply with the law and engage in good business practices but we urge others to raise their standards. Businesses that fail to address the issues that we have identified risk enforcement action.”

A statement from the National Insulation Association (NIA) said: “NIA and its members are committed to providing the highest levels of customer service and consumer protection and as such has a strict Code of Professional Practice, produced in plain English, and a formal complaints procedure that its members are required to adhere to.

“The NIA would therefore recommend that consumers use NIA members to undertake insulation work. Details of local NIA installer members can be found on the NIA’s website www.nia-uk.org

“The NIA shares the OFT commitment to ensuring best practice in this area and to this end will be working with the OFT in disseminating today’s information to its members and consumers.”

This was posted in Bdaily's Members' News section by Tom Keighley .