Spray foam insulation, including its sale, installation or removal

For each of the financial years 2021/22, 2022/23, 2023/24, 2024/25 and 2025/26, please provide the following information relating to spray foam insulation, including its sale, installation or removal:



1. The number of complaints, referrals or intelligence reports recorded by your Trading Standards service concerning spray foam insulation.



2. The number of investigations opened by your Trading Standards service concerning spray foam insulation.



3. For the five most recent complaints or cases concerning spray foam insulation, please provide a brief summary of each case, including, where recorded, how the consumer was approached, what they were told, any amount paid or lost, any consequences for the consumer, and any action taken by Trading Standards.



For question 3, I am only requesting information already recorded by the authority. I am not asking the authority to create new information, carry out additional analysis or infer information that is not recorded. Please redact any information necessary to prevent individual consumers from being identified.

If the information requested in question 2 is not held in a readily retrievable form, please provide questions 1 and 3 only.

If your authority records spray foam insulation under a different terminology or category, please provide the closest equivalent information held.

1. The number of complaints, referrals or intelligence reports recorded by your Trading Standards service concerning spray foam insulation.

A total of 44 records were identified for the period covered by the request, broken down by financial year as follows: Financial year

2. The number of investigations opened by your Trading Standards service concerning spray foam insulation.

Complaint 1 Consumer engaged the trader to remove spray foam insulation that had previously been installed. During the work, the trader identified damage which required additional work to the roof. The consumer has not received a full breakdown of the works undertaken or the associated costs. The company is now dissolved. Purchase medium recorded as trader website. £34,000 paid, although it is unclear whether this relates solely to the most recent work or includes the cost of previous installation and removal works. Civil advice provided by Citizens Advice Consumer Service. Closed for intelligence by Trading Standards.

Complaint 2 Consumer had spray foam insulation installed, which was subsequently removed by another trader. Damage was caused to the roof during either the installation and/or removal of the spray foam. A third trader was subsequently engaged and has rectified the damage. Purchase medium recorded as telephone. £5,000 paid. Civil advice provided by Citizens Advice Consumer Service. Closed for intelligence by Trading Standards.

Complaint 3 Spray foam insulation had been installed at the consumer’s property over 10 years ago. In the last year, the consumer received a leaflet from another trader offering spray foam removal services and subsequently contacted and invited the trader to attend. The consumer reported that the removal work was substandard. A further trader subsequently contacted the consumer offering to inspect the work; it is unclear how this trader obtained the consumer’s contact details. Following an inspection, the trader advised that the removal work was not satisfactory and that further work was required. Further work commenced shortly afterwards. In total, the consumer paid almost £12,000 in relation to the spray foam installation and removal. Civil advice provided by Citizens Advice Consumer Service. Trading Standards referred the consumer to the Scams Prevention Officer for victim support. Support was provided and the complaint has since been closed. Referral made to the Trading Standards and Police Force where the trader was based.

Complaint 4 Consumer has had spray foam removed. The trader has issued a certificate stating that the work has been completed; however, the consumer reports that some aspects of the work remain outstanding. The purchase medium is recorded as doorstep, unknown if invited or uninvited contact. The consumer has paid approximately £5,000. Civil advice provided by Citizens Advice Consumer Service. Closed for intelligence by Trading Standards.

Complaint 5 Consumer is unable to recall any trader details. The consumer had spray foam installed at their address approximately two years ago. A trader has recently cold called the consumer by telephone, stating concerns regarding the installation, and is attempting to arrange an inspection. The consumer is unsure when the trader intends to attend. Civil advice provided by Citizens Advice Consumer Service. Trading Standards referred the consumer to the Scams Prevention Officer for victim support and scam prevention advice.