The Wales Against Scams Partnership has warned that scammers are targeting vulnerable people with dodgy and non-existent insulation offers, according to a report published by Which? on 14 February 20241. The partnership, described as a network of various organisations, is urging people to seek professional advice before insulating their lofts with spray foam1.
Care & Repair Cymru, a member of the partnership, reported several instances of spray foam insulation scams1. One client, who has sight and hearing loss, paid more than £4,000 for spray foam loft insulation sold by a doorstep trader1. Another older client bought spray foam for loft insulation for £3,500, later found they were unable to sell their house as a result, and paid £2,000 to remove the foam before the house could be put back on the market1. One trader claimed that a UK government grant would cover the majority of the work and that the client would only have to pay £2,500 for installation1.
Which? gives the typical cost of spray foam as between £600 and £1,100, and states that it should always be installed by a professional because of safety issues1. The installer must be trained and assessed by the British Board of Agrément, a UK trade body that certifies installers' competence, and the product should also have a BBA certificate or equivalent1. The installation should conform with the manufacturer's requirements, building regulations, and health and safety rules1. Which? states that spray foam has drawbacks including high cost and safety concerns, and could potentially lower a property's value1.
Nest, the Welsh government's free home energy efficiency scheme, reported receiving multiple calls from a caller claiming to represent an "Energy Hub" and offering free insulation surveys1. The caller mentioned research from the British Lung Foundation, which became Asthma + Lung UK in 2020, while making their sales pitch1. The charity has made it clear that it does not endorse any insulation products1. In 2023, insulation was one of the most common nuisance call topics, according to data provided by trueCall, a provider of call-blocking devices1.
"the Wales Against Scams Partnership has warned that scammers are targeting vulnerable people with dodgy and non-existent insulation offers"
Which? lists five signs that a trader may be dodgy: they are vague about their address; they regularly change their company name and phone numbers; they want payment in cash; they do not have the correct identification or certification; and they do not give cancellation rights, with important information missing from their invoices1.
Why it matters for households
Loft insulation is one of the few home energy measures a household can commission directly, and it is meant to cut bills by keeping heat in. The cases reported here show the opposite outcome: money paid out, no usable insulation, and in one case a house that could not be sold until £2,000 was spent removing the foam1. A property that cannot be mortgaged or sold without remedial work is a direct hit on a household's financial position, not just its energy costs.
The pattern described also matters for energy independence in a narrower sense. A household that pays for insulation and does not receive a compliant installation has spent its own money without gaining the reduced demand it was buying. Where a caller invokes a government grant or a named charity, the householder has no easy way to check the claim at the door or on the phone. Which? notes that insulation was among the most common nuisance call topics in 20231.
The insulation scams, cold calls and mis-selling guidance sets out how these approaches typically work, and how to spot and report an energy scam covers the reporting routes. For households in Wales, insulation and glazing grants in Wales explains the schemes that exist, which is relevant where a trader claims a grant will cover the work. Checking an installer's certification is covered in finding and checking an insulation or glazing installer, and the paperwork a household should expect is set out in what paperwork should I get for spray foam insulation?. The risks to roof timbers are covered in can spray foam insulation cause roof timbers to rot?, and the comparison with conventional materials in spray foam vs mineral wool loft insulation.
What happens next
No dated next steps are set out in the report. Which? states that anyone who feels in danger at any point should call the police on 999 or the non-emergency number 1011. Dodgy salespeople can be reported to Citizens Advice, which can pass complaints to the local Trading Standards authority, and nuisance sales calls to the Information Commissioner's Office, which has the power to fine companies1. Scam or spam texts can be reported to a mobile phone provider by forwarding the message to 77261. Anyone scammed out of money is advised to contact their bank immediately and report the scam to Action Fraud, or call the police on 101 in Scotland1.