New Green Homes Grant to give up to £5,000 in vouchers for insulation and double-glazing

Afourteen

I've had 2 applications in for adjoining properties. I've been asking regularly since the putting the second in how are my applications progressing? Are they linked on their system?
Today I've received an eMail from them that clearly indicates that 1, they aven't done anything with one of the two applications until today! 2, the applications aren't linked.
I'm afraid to say I rather lost my temper with the poor staff on the end of the helpdesk. Even as I write this I'm still shaking with anger over the amount of misinformation and outright lies they've told me.

Thanks for reading.

tek-monkey

Had a call from the installer, asking when my voucher expired.  I told them, they started acting vague.  I asked if I'd definitely get the work done, she wouldn't say

Nico72

My parents who are both in their 70's applied in November 2020 for loft insulation as a primary measure and new door as secondary. Had lots of problems finding installers who were willing to take up the loft boarding that's down to put the insulation in, lots expected them to take it up themselves. Got a quote from a local company, lots of stalling from GHG team, emails saying that quote was too high etc. Eventually got them to understand that most of the cost was for labour for taking up and putting back down the boarding not the insulation itself to find the local company have ceased trading. Had a nightmare finding alternative installers but eventually found one willing to quote for both measures. Again GHG team sending out vague emails asking for more information but not actually stating what information they needed. Then email to say case was closed as information hadn't been forwarded, appealed and upheld. Voucher was issued but for wrong amount, then told updated voucher couldn't be issued as the quote was an open one and vouchers can't be issued for an open quote (no details of what they meant by this).Now they receive an email saying case closed as quotes are significantly more than expected, when they phoned to ask what sort of figure would be acceptable they were told that information wasn't available to customers! 

Any tips to help them get this sorted, they've emailed local MP and councillors just been a total nightmare and terrible customer service the whole way through. 

Anyone else had similar problems, the annoying thing is they're entitled to the full £10000 grant and the total of both measures comes to less than £3000.

zayn

Nico72 said:

My parents who are both in their 70's applied in November 2020 for loft insulation as a primary measure and new door as secondary. Had lots of problems finding installers who were willing to take up the loft boarding that's down to put the insulation in, lots expected them to take it up themselves. Got a quote from a local company, lots of stalling from GHG team, emails saying that quote was too high etc. Eventually got them to understand that most of the cost was for labour for taking up and putting back down the boarding not the insulation itself to find the local company have ceased trading. Had a nightmare finding alternative installers but eventually found one willing to quote for both measures. Again GHG team sending out vague emails asking for more information but not actually stating what information they needed. Then email to say case was closed as information hadn't been forwarded, appealed and upheld. Voucher was issued but for wrong amount, then told updated voucher couldn't be issued as the quote was an open one and vouchers can't be issued for an open quote (no details of what they meant by this).Now they receive an email saying case closed as quotes are significantly more than expected, when they phoned to ask what sort of figure would be acceptable they were told that information wasn't available to customers! 

Any tips to help them get this sorted, they've emailed local MP and councillors just been a total nightmare and terrible customer service the whole way through. 

Anyone else had similar problems, the annoying thing is they're entitled to the full £10000 grant and the total of both measures comes to less than £3000.

Have a similar conflict with GHGS my mother a Vulnerable adult was awarded the full grant received the Vouchers for Loft and External Insulation.  Due to Installer issues the request was made by installer to request for Internal Wall insulation only. Now going through an appeals process to try and get the Vouchers amended.  Issue is none of the GHGS agents on phone seem to know what is going on and you go around in circles. At the point now where my original voucher has been cancelled and trying to get a new voucher issued. The stress for my mother is not good and It is very hard to keep calm when you hear the same thing you explained to another GHGS agent a few days earlier.   

JohnnyFish

They usually cancel a voucher in order to send an amended voucher. This has happened to me twice and the new voucher was issued within a few days. Good luck

tek-monkey

Still nothing here, think the installer are just ignoring me now

sorryitsme

Finally my double glazed windows have been installed, as soon as the scaffolding is removed I can draw a line under this saga and enjoy the improvements. I’ve certainly gained a few grey hairs in this process!

Yogi9

Help! Green Homes Grant voucher.

Finally I have a voucher valid end date to 18th November 2021. Three weeks later l received a generic notification informing customers that work must be completed and vouchers redeemed by 31st October 2021 whichever is the sooner. Windows company state that work can only be fitted in November (which is within the 90 days allowed redemption period, given by GHG, and the voucher expiry date), and should still be ok to redeem vouchers then. 

My questions are: Who is correct GHG or window company? Is it correct that GHG can reduce the valid date of a voucher?

I am loathe to get in touch with Green HG as their previous replies have consisted of cancellation of voucher (just for asking a general query); 3 different departments asking for  for more information, without being specific as to what information! or an appeal reference being lodged, and the whole process being started again!!

My concern is, if I go with the Window's company advice, and the GHG don't honour the voucher I will end up with a huge bill (that I am unable to pay) as the work has to be completed prior to the voucher being redeemed.

This battle with GHG has been going on since February!! Have MSE or anyone got any reliable advice? 

Nico72

Nico72 said:

My parents who are both in their 70's applied in November 2020 for loft insulation as a primary measure and new door as secondary. Had lots of problems finding installers who were willing to take up the loft boarding that's down to put the insulation in, lots expected them to take it up themselves. Got a quote from a local company, lots of stalling from GHG team, emails saying that quote was too high etc. Eventually got them to understand that most of the cost was for labour for taking up and putting back down the boarding not the insulation itself to find the local company have ceased trading. Had a nightmare finding alternative installers but eventually found one willing to quote for both measures. Again GHG team sending out vague emails asking for more information but not actually stating what information they needed. Then email to say case was closed as information hadn't been forwarded, appealed and upheld. Voucher was issued but for wrong amount, then told updated voucher couldn't be issued as the quote was an open one and vouchers can't be issued for an open quote (no details of what they meant by this).Now they receive an email saying case closed as quotes are significantly more than expected, when they phoned to ask what sort of figure would be acceptable they were told that information wasn't available to customers! 

Any tips to help them get this sorted, they've emailed local MP and councillors just been a total nightmare and terrible customer service the whole way through. 

Anyone else had similar problems, the annoying thing is they're entitled to the full £10000 grant and the total of both measures comes to less than £3000.

No luck at all with the voucher for my parents, received an email on 31st August saying case was closed as they hadn't sent the required information! That was after we'd received a phone call and email saying the quote which wasn't fixed was 75% higher than expected so obviously a fixed quote is going to be more than that as it will include all possible work that will need to be done. So that's now 2 companies that have been out and done surveys and not been paid for their time and effort, great support for local businesses NOT!! 

On the plus side our local MP is taking the problems we've had to the BEIS to save my parents (or more likely me) having to complain to yet another department. 

So in short we've spent the last 10 months sending emails and making phone calls to the GHG team all for absolutely nothing, other than stress, upset and annoyance. As we head towards another winter they now have no more insulation and still have an old wooden back door that is draughty, just as energy prices are rising yet again. Thanks for nothing Boris.

tek-monkey

Finally got a date!  The insulation was dropped off by an unmarked van yesterday, today a guy called saying he's a subcontractor and has had no details whatsoever about the job other than my contact details.  Had to send him photos of roof, idea of size etc.  I thought to get the trustmark you could subcontract out?  Surely otherwise anyone can get accredited and pass the work to any other company that aren't?  Also what happens if the company I'm using, who I now realise only appeared when the grant was announced, go 'bust' once the grants dry up and I have problems with the work?