MARK
Editorial notice: This article contains opinion based on the experiences of the author and of many people who have contacted us to express concerns. Any references to wrongdoing should be read as suspected non-compliance pending independent determination. Indeed, it is that independent review and scrutiny of PAS standards that is so badly needed – and this is precisely what we are campaigning for.
In my own case, my ECO4 install took place in February and March 2023. I have been living in hell ever since. At no point during this time (over 2.5 years now) has any meaningful assessment of the works taken place. There has been no thorough review of PAS documentation (which includes missing and duplicated signatures). And TrustMark has stated that it does not hold records of a brief visit by a third-party surveyor following Ofgem’s notification of solid-wall defects.
Right of reply: TrustMark are invited to respond at hello@nature-society.org; we will publish responses in full.
Without Trust, there is only Mark
A stain
On the carpets
The walls
In the kitchen, the bathroom
The lounge ceiling, dripping from above
On the Retrofit industry; its promise and potential
On 30,000 homeowners
On those whose health is failing
Countless others, perhaps mis-sold
Heat pumps that do not heat homes
Annual Bill Savings that do not materialise
‘Improvements’ – first days, then weeks, then months
Years go by
But, the profits
They’ll shelter you from the storm
Solar panels on a roof that cannot support them
Damp, mould, devastation everywhere
Carnage
No investigation
Facts concealed
No one to hear your anguish
No call back
No text, no email, no notice
The promise of action that never gets actioned
No urgency or desperation they won’t ignore
Accountability?
‘Not our remit’
Standards no longer the standard
Designs not fit for purpose
No heating designs at all
Just ‘throw it on in there’
No one is watching
No one is caring
Not TrustMark.
Only, Mark.
At Nature-Society, we believe TrustMark is not currently fit for purpose and continues to fail countless households whose homes and lives have been disrupted or destroyed by ECO4 installs that appear not to comply with PAS 2030 or PAS 2035 standards.
Nature-Society invites a meeting with TrustMark to understand its perspective as to why it appears to be failing homeowners so badly.
Without establishing a true sense of trust and faith in the upholding of PAS standards, TrustMark is arguably failing the industry and the government also.
In my own case, Annual Bill Savings have been reported. However, in reality my heating bills have gone from ~£1,000 to a forecast of ~£3,000, due to the hypothetical nature of calculations which are not based on affordability. My home continues to be unheatable, based on heat-loss calculations that appear materially incorrect, after 2.5 years – this, my third winter without affordable access to heat. These concerns have been submitted for independent review.
The current lack of real-world protections for often-vulnerable homeowners cannot continue.
We appeal to policymakers to address the absence of advocacy and meaningful resolution for homeowners in the next wave of ECO funding.
Our systemic concerns were made clear to TrustMark in February 2025, to which TrustMark is yet to provide a response.
Corrections welcome: If any factual error is identified, please contact us—preferably by phone first—and then provide further clarity in writing. We will review promptly and update where appropriate.
We only seek reasonable action for homeowners, many of whom have had their homes and lives destroyed without investigation or action. We will continue to advocate until restorative action is taken.
