Fensa had pledged to cover any remedial work resulting from IBG claims after discovering two ‘historic anomalies’ in its IT systems affecting as many as 35,000 installations.
The organisation stresses that no claims have yet been made from the period of the anomalies, said to go back to the instigation of obligatory IBGs in 2014, but it has ringfenced a dedicated fund to cover any future claims for remedial work, which will be carried out in line with standard IBG policy.
A further anomaly was discovered relating to the duplication of some sales invoices created for certificate registration fees issued to approved installers but Fensa says this can be resolved by a credit note of the sums duplicated, adding that the duplications account for fewer than 0.2% of registrations completed since Fensa was established.
Anda Gregory, Chief Development Officer for the GGF Group, says that both problems originated in the IT system that had been in place since Fensa came into being, and which were revealed by the present management team as they started to overhaul the organisation’s systems.
She said: “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.
“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 that will absolutely be the case. New system processes have been put in place to address the matters pertaining duplicates and IBG’s as set out above. 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.”
She continued: “Fensa is managed to ensure that it has sufficient funds to cover all and any claims made by homeowners and we will be issuing notices on the Fensa website and through other channels to ensure that any claims will be fully investigated and resolved as required. All duplicated fees have been clearly identified and automatic refunds will be made as a matter of course.
“The management team that discovered the anomalies has also introduced fixes and checks to the existing system while work continues on building new systems that will prevent a recurrence of these issues,” said Anda. “With more than 40,000 registrations each month I am satisfied that Fensa continues to offer outstanding protection for homeowners and unrivalled support for approved installers, with independent governance and oversight provided by UKAS.”
