Warm Front Scheme application cancelled without fair warning

What happened

Ms G successfully applied to the Warm Front Scheme for a new central heating system. DECC contracted Carillion to carry out the installation work. However, the installation work was postponed and there were delays over many years. It is difficult to say for certain the reasons for this (due to differing versions of events and lack of primary evidence), but they included disagreements about what work was to be carried out and what Ms G needed to do to get her home ready for the work.

Carillion subsequently cancelled Ms G's application because, according to it, Ms G had not carried out the preparatory work. DECC reviewed this decision twice, but did not change it.

What we found

Carillion did not clearly explain Ms G's responsibilities to her, or the consequences of not meeting those responsibilities, before it made the decision to cancel her application. Carillion had opportunities to put that right when it twice revisited its decision but did not do so. Its actions were failings. Those failings meant Ms G was denied the opportunity to make a fully informed decision about the installation work, and she then had the inconvenience of pursuing a complaint about it.

Putting it right

DECC apologised for the failings and the impact they had on Ms G. It has also used our findings to improve the way that it, and the organisations it is responsible for, work.

We also recommended that DECC should find and commission a contractor to install Ms G's heating system, and that it should make it clear to Ms G what her responsibilities are, the deadline for her to complete the work, and the consequences of not doing so.