FENSA Finds Failures – Installers Charged Twice & 35,000 IBGs Not Issued

The directors of FENSA have reported the discovery of two IT system anomalies dating back years which have seen installers receive two invoices for the same job – and a whopping 35,000 insurance backed guarantees that were paid for but never delivered.

The double-billing issue will be resolved by sending credits notes and the missing IBGs will now be sent – and a fund created to pay off any claims made by householders/policy holders.

 

Overhaul

The errors were discovered whilst FENSA was overhauling its administration systems. During the review, it was found that the computerised process by which IBG providers should have been automatically advised to create a policy for a homeowner, had not operated as it should. FENSA has been quick to admit that approximately 35,000 installations have been affected since mandatory IBGs became a requirement for competent person schemes in 2014.

Although there have been no claims by homeowners to whom IBG policies should have been issued, an appropriate fund has been set aside for any historical claims that may be revealed through a process designed to allow homeowners to make a claim. Any remedial work required as a result of claims being supported will be carried out in line with standard IBG policy terms and conditions.

 

Duplicate bills

The review also revealed that a number of FENSA certificate registrations had been duplicated. These relate to fees charged to FENSA Approved Installers for the registration of completed installations and issue of FENSA certificates to homeowners. The sums duplicated will be credited back to those affected. The total number of duplications is said to be less than 0.2% of registrations completed since FENSA was established.

 

 “FENSA has processed more than 15 million records since the organisation was created. When discovered, the team immediately took steps to resolve the problems and provide appropriate support for homeowners and FENSA Approved Installers.”

– Anda Gregory 

Chief development officer, GGF Group

 

Taking responsibility

Ensuring that no homeowner should be disadvantaged by this has been of the utmost importance to both the management team and the Board throughout this process and we’re confident that our remedial fund means that will absolutely be the case,” continues the GGF’s Gregory. “New system processes have been put in place to address IBG matters. FENSA is a not-for-profit organisation that operates under a licence issued by the government and as such is financially secure, with safeguards in place to cover its responsibilities.”

Picture: Homeowners who didn’t receive the insurance backed guarantee they had paid for will be delighted to receive it now – and that the GGF is in a stable financial position to settle any claim now arising.

 

Article written by Cathryn Ellis
28th September 2022

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