Spray insulation scams: what you need to know

At this time of year, many people are looking for ways to improve the energy efficiency of their homes. Unfortunately, rogue installers are taking advantage of this situation, making doorstep and cold calls and pressuring people into agreeing to work which is overpriced and unsuitable for their property. Right now in Gloucestershire, unscrupulous salespeople are passing themselves off as experts in order to sell overpriced and unnecessary insulation products to unsuspecting homeowners.

On behalf of the local authorities that provide Warm and Well, we want to make sure you recognise the signs and avoid these traps.

Here’s what you need to know

The scam currently operating in Gloucestershire, South Gloucestershire and neighbouring counties centres around insulation. Homeowners are being told that the insulation they currently have in their property is either likely to cause damage (such as mould and damp) or is soon to become illegal. They are then persuaded that they should opt for an alternative ‘spray-in’ insulation which is being sold at massively overinflated prices.  

The scam takes various forms, such as the introduction of ventilation systems (costing around £4,500, five times what they’re worth) and repeat scams on homeowners who already have spray foam insulation installed but are now being told it is increasing the moisture levels in their loft space.   

These companies usually find potential victims using databases of people aged 70 and over and lists of properties that have already had spray foam insulation installed. They then send commission-based salespeople round (under the guise of expert surveyors) to pressure homeowners into signing contracts for unnecessary and expensive work. This work is often carried out within days to avoid homeowners changing their minds.  

How can I tell if an offer is a scam? 

It can be tricky to spot whether something is genuine or a scam, but there are some tell-tale signs you can look out for:  

• It seems too good to be true. If something seems either much cheaper than it should be or it can be done in record time, it could be a scam. 

• Someone you don’t know contacts you unexpectedly with an offer. 

• You expect you’re not dealing with the real company- for example, they give you a leaflet but there is no postal or registered address. 

• You’ve been asked to transfer money quickly.  

• You’ve been asked to pay in an unusual way, for example through a transfer service like MoneyGram or Western Union, or by cash only.  

• There is no written confirmation of what’s been agreed. 

But what if I do need more insulation? 

Spray foam insulation is simply not necessary and even in a scenario where a homeowner decided to use spray foam insulation in their loft, all that is required is a top up of the existing ceiling-level insulation.   

There are two forms of spray foam insulation and neither are as effective at providing heat-retention as other forms of insulation available: 

Close Cell Spray Foam 

When it sets, closed cell spray foam is rigid, and as a result if a property’s roof is not in the best condition, the insulation can add extra support. 

The reason closed cell spray foam is solid when it sets is because it contains many pockets of gas. These pockets in turn slow down the movement of heat through the foam. However, a room must be well-ventilated when using closed spray foam because it forms a barrier to moisture. If not well-ventilated, condensation builds up causing all sorts of problems.  

Open Cell Spray Foam  

Open cell is less dense and can be compressed using nothing more than your hands. As such, open cell spray foam is not good when used to support a roof structure, nor is the foam effective as an insulator, which means you have to install a much thicker layer to achieve required results. Thicker layers are the only way you will obtain the same level of insulation provided by closed cell spray foam. 

In the long-term, neither option is an effective way of insulating your property and can cause problems when it comes to selling or re-mortgaging your property.  

What can I do to avoid being scammed? 

Cold callers and doorstep scammers for any property repairs will invariably charge excessively high prices for unnecessary and poor-quality work. Bogus traders operating door-to-door will often take advantage or poor weather conditions to offer their services, making homeowners feel a pressure to have the work carried out in order to protect their property. This is why it’s even more important to be vigilant during the winter months.  

Being pressured into buying something is known as ‘aggressive selling’ and will often include: 

• Entering your home and refusing to leave until you buy something 

• Using scare tactics to convince you that you need something – for example, saying that your health would be at risk if you didn’t buy the product 

• Constantly contacting you and pestering your into buying something  

• Using guilt to force you to buy something  

However, doorstep scammers aren’t always pushy and aggressive, some can be very friendly and polite. It’s important to be vigilant when opening the door, particularly if you’re not expecting anyone or you live alone. Remember: these are good habits to get into, even for legitimate opportunities:  

• Only let someone in if you’re expecting them or they’re a trusted friend, family member or professional. Don’t feel embarrassed about turning someone away.  

• Don’t feel pressured to make decisions on the spot. It’s always best to talk things through with someone you trust before signing any agreements. Ask the visitor to leave some written or printed information for you to consider. Don’t give away your telephone number, instead say you’d prefer to take theirs. This way you retain the power to follow up on the opportunity without risking pushy follow-up calls. 

• If someone calls you on the phone to sell you something (known as cold calling), you always have the right to hang up. If they talk over you or make you feel intimidated, don’t be afraid to end the call. It’s easy to feel rude for hanging up on someone, but remember they don’t have the right to make you feel uncomfortable in the first place.  

• Register with the Telephone Preference Service – it’s free and it allows you to opt out of any unsolicited live telesales calls. This will reduce the number of cold calls you receive, but may not block determined scammers. 

• Talk to your phone provider to see what other privacy services and call-blocking services are available, although you may need to pay for some of these services. 

• If you do enter into a contract in your home, by law you should be provided with written notice of a 14 day cooling off period by the salesperson. During this 14 day period you have the right to change your mind without incurring any costs. This is a serious issue- failure to provide you with this written notice may constitute a criminal offence.  

If you’re concerned that you may been the victim of a scam or feel unsure about the credibility of a salesperson’s claims, you can report these concerns to Trading Standards, via the Citizens Advice helpline. This is a free and impartial helpline funded by the UK government. The consumer service notifies Trading Standards of complaints involving residents in their local authority area so any criminal matters can be identified quickly and acted upon efficiently.

If in doubt, ‘Take Five’ 

At Warm and Well, we are committed to supporting residents in Gloucestershire and South Gloucestershire to take advantage of legitimate funding opportunities and act on impartial, expert advice. Our service is funded by local authorities and run by local charity Severn Wye, so you can be confident that we won’t encourage you to spend money on home improvements that don’t suit your property or save you money. 

If you are unsure whether a caller or visitor claiming to be representing Warm and Well or your local council is legitimate, you can call the Warm and Well advice line or your local council customer services number to confirm. To demonstrate our commitment to preventing fraud and encouraging residents to be extra vigilant, we are using the Take Five campaign. 

Take Five is a national campaign offering straightforward, impartial advice that helps prevent fraud (especially where criminals impersonate trusted organisations). The Take Five principles can be applied to all forms of scam and might give you the confidence you need to deal with a rogue salesperson on your doorstep.  

1. STOP. Take a moment to think before parting with money or information  

2. CHALLENGE. Ask yourself, could this be fake? It’s okay to reject, refuse or ignore requests you’re unsure of. Only someone unscrupulous will try to rush you.  

3. PROTECT. If you think you’ve fallen foul of a scam and have parted with some money, contact your bank immediately. Report it to Action Fraud, the National Fraud and Cyber Crime Reporting Centre.  

Seek advice yourself 

It’s a sad fact that vulnerable people and those over 65 years old are more likely to be the victim of a scam like this. Make sure that the vulnerable people in your life are aware of the risks and that you look out for signs they may have fallen foul of an unscrupulous salesperson.  

If you’re thinking about changing or upgrading your loft insulation, get in touch with our friendly Warm and Well advisors on 0800 500 3076. There may be grant schemes available to help with the installation of insulation measures, but these can only be accessed through proper channels and are not offered by cold callers. Our advisors will encourage you to be wary of any offers that seem too good to be true and remind you that your safety and security are the most important consideration when it comes to updating your home. If it doesn’t feel right, take five.