Cavity Wall Insulation via Octopus

cassie75

We are not sure how to go about complaining about how Octopus have handled our application for Cavity Wall Insulation.

It took 3 applications before we got any acknowledgment that our application had been received. They finally told us it was in September 2023.

We then had to keep asking them what was going on over the following year, we finally got a surveyor out in September 2024.

The surveyor said our home was suitable; we didn't need loft insulation as that was good enough. He said we should get a more contact from Octopus within 2 weeks and a contractor should be assigned within 4 weeks. That time line slipped a lot and it was November when a contractor was assigned, they said he would also have to do a survey.

Then just before Xmas they emailed me to say my application had been cancelled.

They said it was because my cavity was too narrow for the insulation.

I know the construction of my house and it is a standard cavity.
Plus the surveyor said it was suitable.
Plus we were set to have it done many years ago but i was in hospital the day they came to do it and my husband couldn't deal with it so he cancelled them, they didn't say it was too narrow.
Plus several of the other houses in the terrace has had it done. To add insult to injury our next door neighbour has just had it and he only applied (through the council) 4 months ago!

I gave them all the above information and they insisted it was too narrow.

I said i wanted all the information they have about the application including a time line and the survey within 7 days.

10 days later they sent the details and changed why they cancelled the application. It is now because there is NO MONEY LEFT in the scheme - so they LIED.

Where do i go now? I don't want them to get away with this :-(

I have always found Octopus really helpful but this has made me mad and coloured my opinion of them.

Any suggestions would be gratefully received.

dyspraxicrose

sO MY LANDLORD INSULATED MY HOUSE...Clarion HA...I was grateful and relieved. It used to be freezing- you would go into the bathroom with steaming breath...But it wasn't that warm, really. When I pressed Clarion for an ECP, the surveyor said my house was only half-insulated! There is no access issues, just a very uncaring landlord. [It took four years to get a rotten back door repaired, endless emails, phone calls. EDF sent me a bill, recently that showed that my annual estimated bill is 300% higher than the averagle . My electricity bill is £438.55 for one month! I have a hige 35 year old immersion heater, which is where my bills come from. Clarion refuses to let me replace it with a smaller, more affordable one. My biils have been thousands of pounds, just wasted. I am an OAP, AND IT REALLY EXASPERATES ME  that there seems to be nothing I can do. Clarion offered to send a plumber to look at it! Yes, it really is outdated, and six times the size it needs to be. C;arion could use funding to retrofit my house with a modern boiler...but they chose not to...

dyspraxicrose

sO MY LANDLORD INSULATED MY HOUSE...Clarion HA...I was grateful and relieved. It used to be freezing- you would go into the bathroom with steaming breath...But it wasn't that warm, really. When I pressed Clarion for an ECP, the surveyor said my house was only half-insulated! There is no access issues, just a very uncaring landlord. [It took four years to get a rotten back door repaired, endless emails, phone calls. EDF sent me a bill, recently that showed that my annual estimated bill is 300% higher than the averagle . My electricity bill is £438.55 for one month! I have a huge 35 year old immersion heater, which is where my bills come from. Clarion refuses to let me replace it with a smaller, more affordable one. My biils have been thousands of pounds, just wasted. I am an OAP, AND IT REALLY EXASPERATES ME  that there seems to be nothing I can do. Clarion offered to send a plumber to look at it! Yes, it really is outdated, and six times the size it needs to be. Clarion could use funding to retrofit my house with a modern boiler...but they chose not to...