Audit Non-Conformity and ‘Fix and Find’ Fees Policy

This is ECO4 Gurus Ltd policy for audit non-conformity and ‘Fix and Find’ fees identified during external audits (desktop or on-site).

This policy is in addition to any service agreement you have with ECO4 Gurus Ltd.

Important Distinction:
Issues identified internally by ECO4 Gurus during quality reviews do not incur fees, unless:

  • Re-lodgement is required, or
  • They result in an external audit non-compliance.

External Audits May Be Conducted By:

  • TrustMark (Government-endorsed quality scheme)
  • DESNZ / BEIS (Department for Energy Security and Net Zero)
  • PAS 2035 Certification Schemes (e.g., Elmhurst Energy, ECMK, Quidos)
  • PAS 2030 Certification Schemes (e.g., Simply Certification, BAB, IAA, NAPIT)
  • Energy Suppliers / Utilities
  • Funding Management Companies
  • Third Parties appointed by any of the above

Fix and Find:

The new ‘Fix and Find’ is the next phase of remediation for those households affected by non-compliant installations for external wall insulation (EWI) under ECO4 and GBIS.

For full details of Trustmark’s Fix and Find update please click here

What you should know:

If you have installed EWI under the ECO or GBIS scheme, then your project may be inspected and audited by a Trustmark representative. If there are any non-compliances found with anything that was installed or updated as part of the project, or anything is defective since the installation, and it is deemed as a non-compliance then the RC for the project shall be charged a ‘Fix and Find’ fee of £395+VAT.

Where ECO4 Gurus Installers (clients) have a non-conformity under ‘Fix and Find’ and have submitted a claim of compliance PAS2030 or a PICI/PCID as a claim of compliance PAS2030, the Fee of £395+VAT shall be charged to our Installer/Client by ECO4 Gurus. The installer/client would be the principal contractor for the project.

At ECO4 Gurus discretion, we may also charge an additional management fee for resolving the non-conformities. Please see below.

Responsibility for Non-Conformities

For the purposes of this guidance:

  • The Installer (our client) acts as the Principal Contractor.
  • If the NC arises from a subcontractor’s work, the Principal Contractor remains responsible for remediation and any associated fees.

Process When an NC Is Raised, including ‘Fix and Find’

  1. ECO4 Gurus will notify the Principle Contractor of the NC and give a deadline date for remediation.
  2. We will review all project documentation and evidence.
  3. We may provide advisory support to resolve NCs, which can include:
    • Additional documentation or evidence
    • Guidance on remedial works
    • Clarification of compliance requirements
  4. The Principle Contractor informs us of the actions they shall carry out to meet compliance.
  5. The Principle Contractor completes all remedial works to meet required standards.
  6. The Principle Contractor provides all evidence including photos to support their claim that the project is now complete.
  7. ECO4 Gurus review all project documentation and evidence and feeds back to the installer any further actions or evidence required.
  8. We upload all new evidence to Trustmark for review.
  9. When Trustmark deems the NC’s resolved the audit is closed as completed.
  10. If Trustmark reviews the evidence and raises further NC’s, we return to stage 1 of this process and notify the Principle Contractor of the NC and request remediation.

When Fees Apply

An invoice will be raised when:

  • NCs are identified during an external audit, and
  • The NC results from non-compliant installation, inadequate or inaccurate information provided by the installer (including documentation, photographic evidence, correspondence, or instructions), or
  • The NC is outside ECO4 Gurus’ control, requiring materially increased time and resources to ensure compliance or valid lodgement/re-lodgement.

For clarity:

  • Identifying and notifying an error internally does not attract fees, unless the issue is escalated during an external audit.

Re-Lodgement and Amendments

  • Any re-lodgement or amendment in the TrustMark Data Warehouse due to an audit will be billed separately from other NC-related fees.
  • Minor issues may not incur fees at ECO4 Gurus’ discretion.

Principal Contractor Obligations

The Principal Contractor is responsible for:

  • Re-lodgement fees
  • TrustMark portal updates required to achieve compliance

Key Compliance References

  • PAS 2030:2023 – Installer obligations for installation, commissioning, and handover of energy efficiency measures
  • PAS 2035:2023 – Retrofit coordination, assessment, design, and evidence requirements
  • TrustMark Framework – Mandatory lodgement of project documentation for funded schemes (ECO4, GBIS, WH-LG, WH-SHF, GHW, Devolution, etc)
  • UK Contract Law – This clause forms part of the service agreement under principles of offer, acceptance, consideration, and intention to create legal relations

For further information regarding NC’s, Audit fails and ‘Fix and Find’ Fees, please email us at hello@eco4gurus.co.uk