A customer who had solar panels installed by Contact Solar, a subsidiary of EDF, faced difficulties obtaining compensation after damage was caused by subcontracted scaffolders during the installation in August 2025. The incident occurred when a lorry used by the scaffolding company reversed into a brick pillar at the entrance to the customer’s property in Loughborough, damaging both the pillar and the mechanism for the electric gates.
Following the accident, the scaffolding company admitted responsibility and the customer was advised to arrange repairs independently. The total cost for fixing the pillar and gates amounted to £7,968, with an additional £770 spent on roof tiles and gutter repairs also damaged during the scaffolding work. The customer paid these amounts out of pocket in January and submitted invoices and bank details to Contact Solar for reimbursement.
Despite initial assurances from Contact Solar that the insurance claim was being handled, the customer received no updates after early March, leading to frustration over the unresolved reimbursement of nearly £9,000. Contact Solar later explained that the process was delayed because the scaffolding subcontractor had entered administration, a fact that had not been communicated to the customer.
After intervention by a consumer advocate, Contact Solar agreed to reimburse the full cost of £8,738 along with £300 in interest and a £250 goodwill payment, amounting to £9,288 in total. The payment has since been transferred to the customer’s bank account. The customer expressed relief at finally receiving the funds after a prolonged wait.
Contact Solar issued an apology for the damage caused by its third-party supplier and emphasized its commitment to customer satisfaction. The company reiterated that claims for property damage should be directed to the original contractor, who remains responsible for compensation irrespective of whether a third party caused the damage.
Consumer advice highlighted the importance of documenting such incidents with photos, videos, and repair quotes. It also recommended pursuing a small claims court action if compensation is delayed, starting with a formal letter before claim, followed by submitting the necessary court forms if needed. The advice noted that there are fees associated with court claims depending on the amount sought.