EIR - IZ Energy [Aug 2026]

1.How many complaints relating to IZ Energy have been received by:
1.1 The Greater London Authority
1.2 RetrofitWorks or
1.3 Any organisation acting on behalf of the Warmer Homes Scheme, since IZ Energy first became involved in delivering works under the scheme?
2.Please provide details of how IZ Energy came to be approved to undertake works funded through the Mayor of London’s Warmer Homes Scheme. In particular;
2.1 Did the GLA approve IZ Energy directly?
2.2 If not, did RetrofitWorks approve IZ Energy?
2.3 What due diligence was undertaken before public funds were paid through the scheme?
2.4 What checks were carried out regarding;
-Technical competence
-Financial stability
-Previous trading history
-References
-Previous customer complaints
-Insurance arrangements
-Qualifications and accreditation
2.5 Was the GLA provided with information regarding these checks?
2.6 If so, what information was supplied?
3. Monitoring of Contractor Performance
3.1 Please confirm how contractor performance is monitored under the scheme.
3.2 What mechanisms were in place to identify recurring complaints against contractors?
3.3 Whether complaint trends were monitored
3.4 Whether any concerns were raised internally about IZ Energy’s performance
3.5 Whether any audits, reviews, investigations, or performance assessments were carried out
3.6 Whether any warnings, sanctions, or restrictions were considered or imposed
4. Protection of Vulnerable Residents
4.1 What specific safeguards were in place to protect vulnerable residents when workmanship concerns arose?
5. I would therefore be grateful if you could confirm:
5.1 Whether the GLA will review the publicly available complaints concerning IZ Energy.
5.2 Whether the GLA considers such information relevant when assessing contractor performance.
5.3 Whether the GLA has previously investigated similar complaints.
5.4 Whether the GLA remains satisfied that sufficient due diligence was undertaken before IZ Energy was permitted to undertake publicly funded works under the Warmer Homes Scheme.

Our response

In responding to your request, we have also sought information from RetrofitWorks to assist us in providing a comprehensive response. Our replies to each of your questions are set out below. Where the requested information is not held by the GLA, this has been clearly indicated.

1.How many complaints relating to IZ Energy have been received by:
1.1 The Greater London Authority
1.2 RetrofitWorks or
1.3 Any organisation acting on behalf of the Warmer Homes Scheme,
since IZ Energy first became involved in delivering works under the scheme?
 

Answer:
1.1 The GLA has received three formal complaints relating to IZ Energy, two of which were submitted by you.
1.2 RetrofitWorks, the GLA's managing agent for the Warmer Homes scheme, has advised that it has received 17 complaints relating to IZ Energy. This is out of 291 of works completed by IZ Energy.
1.3 No other organisations have been involved in management of the Warmer Homes Scheme.
 

2.Please provide details of how IZ Energy came to be approved to undertake works funded through the Mayor of London’s Warmer Homes Scheme. In particular;
2.1 Did the GLA approve IZ Energy directly?

Answer: Through an open and competitive procurement process, the GLA appointed the managing agent, RetrofitWorks, who were responsible for appointment of scheme contractors.
 

2.2 If not, did RetrofitWorks approve IZ Energy?
 

Answer: Yes, RetrofitWorks appointed IZ Energy.
 

2.3 What due diligence was undertaken before public funds were paid through the scheme?
 

Answer: Funding available through the Sustainable Warmth competition is capital funding distributed by Section 31 of the Local Government Act 2003. The funding must therefore be used in line with section 11 of the Local Government Act 2003, for example for the creation of an asset or the modification or improvement of an existing asset.

The GLA undertakes proportionate but robust due diligence before awarding public funds or contracts, in line with its Contracts and Funding Code and Responsible Procurement Policy. This includes assessing an organisation’s financial stability, such as reviewing accounts, financial standing, capacity to deliver, and appropriate insurance cover. The GLA also considers an organisation’s operational capability and track record, including relevant experience, references, past performance, and any required licences or accreditations.

In addition, the GLA evaluates ethical and responsible business practices, including commitments to fair work, diversity and inclusion, and human rights within supply chains. For higher-value contracts or major funding programmes, further checks may be undertaken, such as anti-money laundering (AML) compliance assessments, enhanced due diligence, and clarification interviews where needed. These measures help ensure public funds are awarded to organisations that are financially sound, capable of delivery, and aligned with the GLA’s wider social value and governance expectations.
RetrofitWorks has provided the following response;

Installation contractors are required to be Members of the RetrofitWorks Cooperative and hold accreditations relevant to the work they undertake (as set by the grant funding scheme - both DESNZ and GLA).
New Membership of RetrofitWorks requires:
 

• Signing the Cooperative Membership Agreement and Code of Conduct
• Providing evidence of all accreditations relevant to the type of work the prospective Member undertakes.
• Scheme specific accreditations
  • Providing evidence of relevant insurances, membership of trade associations or competent persons schemes, PAS2030/2035 accreditations, Trustmark Registration and details of accreditation body
• Other required evidence
  • ICO registration
  • Waste Management Licence
  • Customer references
  • Health & Safety Policy,
  • example of Risk Assessment and Method Statement,
  • Asbestos Awareness training
  • Complaints Procedure
  • Details of record keeping and audit processes
  • Details of any Sub-contractor management procedures
     

Existing Members are required to supply updated evidence of accreditations as and when existing accreditations expire.

2.4 What checks were carried out regarding;
-Technical competence
-Financial stability
-Previous trading history
-References
-Previous customer complaints
-Insurance arrangements
-Qualifications and accreditation
 

RetrofitWorks has provided the following response;
All checks carried out by RetrofitWorks are noted above. Further checks are carried out by various accreditation bodies that are certified to provide them and are relied upon to prove the above criteria.

2.5 Was the GLA provided with information regarding these checks?
 

Answer: RetrofitWorks was appointed by the GLA as the delivery partner for the programme and was contractually responsible for appointing and managing the contractors required to deliver the works. As these were subcontractor arrangements, the GLA was not directly involved in the selection or appointment of individual contractors. However, the funding and delivery agreement required RetrofitWorks to comply with relevant procurement, governance and delivery requirements and to maintain appropriate records and evidence of compliance.

In accordance with scheme guidance set by Government, the GLA was provided by RetrofitWorks with details of Trustmark Lodgement Certificate for each individual installation – which provides evidence that all work is completed in compliance with the grant funding requirements.
 

Other documents provided to GLA varied based on the works that were carried out and included: Retrofit Assessment, Quote, Householder Grant Agreement, Pre- and Post- installation photos, Pre-Installation Building Inspection (PIBI), Declaration of Conformity and Completed Installation (DOCC), Building Regulation Compliance Certificate, Domestic Electrical Installation Certificate, DNO certificate, MCS Certificate, Solar Design Calculation, Solar Data Sheet, Contractor Warranties, Insurance Backed Guarantees, Contractor Invoice.
 

2.6 If so, what information was supplied?
 

See responses to 2.5
 

3. Monitoring of Contractor Performance
3.1 Please confirm how contractor performance is monitored under the scheme.
 

Answer: Responsibility for monitoring contractor performance sits primarily with RetrofitWorks in its role as managing agent. RetrofitWorks is contractually required by the GLA to keep GLA officers informed of contractor performance issues, including complaints received and their resolution.
 

3.2 What mechanisms were in place to identify recurring complaints against contractors?
 

RetrofitWorks has provided the following response;
Retrofitworks project administrators would meet at least weekly with each contractor. Customer Service manager met with contractors as needed to address any customer service issues or complaints. The overall project lead would also meet at least monthly with every contractor to review overall project delivery by that contractor. In addition, RetrofitWorks met at least weekly with GLA to review overall delivery, including any complaints against contractors.
 

3.3 Whether complaint trends were monitored
 

RetrofitWorks has provided the following response;
If trends were identified, they would be discussed in the bi-weekly meetings between GLA and Retrofitworks. This applied to the contract period of the programme.
 

3.4 Whether any concerns were raised internally about IZ Energy’s performance
 

RetrofitWorks has provided the following response;
No concerns were raised internally around IZ Energy’s performance. Complaints were addressed and resolved individually.
 

3.5 Whether any audits, reviews, investigations, or performance assessments were carried out
 

RetrofitWorks has provided the following response;
No, see above response
 

3.6 Whether any warnings, sanctions, or restrictions were considered or imposed
 

RetrofitWorks has provided the following response;
No, see above response
 

4. Protection of Vulnerable Residents
4.1 What specific safeguards were in place to protect vulnerable residents when workmanship concerns arose?
 

RetrofitWorks has provided the following response;
When made aware of a resident’s vulnerability, and if permitted by the resident to share that information, RetrofitWorks would advise Installers so that they could accommodate any specific needs.
 

5. I would therefore be grateful if you could confirm:
5.1 Whether the GLA will review the publicly available complaints concerning IZ Energy.
 

The GLA considers and investigates complaints that are submitted directly to it through its established complaints and correspondence processes. Any concerns raised directly with the GLA are reviewed and, where appropriate, followed up with the relevant delivery partners.
 

The GLA does not routinely investigate or make determinations based solely on comments or complaints published in public forums, websites, or other third-party sources. However,
information received directly by the GLA may be considered alongside other relevant evidence when assessing any issues raised about the delivery of the scheme.
 

5.2 Whether the GLA considers such information relevant when assessing contractor performance.
 

See above.
 

5.3 Whether the GLA has previously investigated similar complaints.
 

As set out above, the GLA has reviewed all complaints and concerns that have been raised directly with us, together with information provided by RetrofitWorks in relation to those matters.
 

5.4 Whether the GLA remains satisfied that sufficient due diligence was undertaken before IZ Energy was permitted to undertake publicly funded works under the Warmer Homes Scheme.
 

The GLA is satisfied that the appropriate processes were followed in the appointment of the managing agent and scheme contractor in accordance with the Warmer Homes Scheme funding guidance and procurement regulations