I had cavity wall insulation installed by Hillserve Limited. Subsequently I discovered a serious void In the cavity wall insulation. The discovery was made when I replaced a damaged window board (internal window cill). When the window board was removed I noted the absence of cavity wall insulation. The void 600mm deep by 1000mm wide. Almost half the size of an internal door.

Being a construction professional with years of experience on both construction failures and fraud investigation, I quickly realised the void has no obvious cause. That is to say a cause which might readily identify the problem as a one-off. Had I thought the void a one-off problem I would have filled the void and said no more.

I contacted Hillserve Limited and they completely ignored me. I was eventually obliged to serve notice under the County Court Acts and found myself dealing with British Gas who had taken over from Hillserve Limited. British Gas tried to befuddle me and fob me off. British Gas has been trying to befuddle me and fob me off ever since. Their response has been obtuse and chaotic throughout. At the time of writing it still is.

I contacted CIGA Ltd the Cavity Insulation Guarantee Agency but they have never responded after more than 12 months. I now realise that for all practical purposes they do not exist. But I tried and can be seen to have tried.

Also involved in this matter is the British Board of Agrément which is a certification body. I wrote to them also but they would not answer my questions. They answered one question I had not asked them, just to fob me off. But I tried and can be seen to have tried.

All that left me high and dry. So, being a construction professional with relevant experience I did and still am doing what I always do. I dig for answers and never let up. Previously I knew very little of cavity wall insulation. No one can know everything, even in their own field. But I am used to research and investigation work and the need to learn new aspects of construction quickly.

Technical considerations aside, at the time of writing I can say that a Company Director of CIGA Ltd is also a Company Director of the British Board of Agrément Ltd and a Company Director of several insulation companies. Details relating to this worrying discovery will be found in notes linked at the bottom of this page.

For obvious reasons I will not give British Gas a free hand to do what they want on my home. I have said I want a method-statement setting out on paper, details of how they intend to proceed. Essentially British Gas is determined to circumvent the method-statement process which is standard procedure in modern construction investigation, as they well know.

Common sense dictates that you cannot carry out remedial work in this case until you know the full extent of the problem, the cause(s) of the problem and how to prevent the problem arising again. That is where we are at. The situation will be properly investigated and the results, with proof, will now be published.

To prevent this dragging on indefinitely I gave British Gas an ultimatum. To confirm before the end of 2012 that they will supply me with a method-statement before noon on Friday January 27 2013. British Gas has ignored the ultimatum and I am therefore proceeding with investigation work immediately.

• Interest in this topic is now widespread and to manage that interest I have created a workstation based mailing list where people can subscribe or unsubscribe at will. That will save me time and eliminate the risk of email address disclosure. Some people have known me as a trade journalist for over a decade and will know that privacy is guaranteed.

• By far the majority of people reading this are non-technical. That includes many staff working for some of the company names mentioned. Efforts are being made to clarify the information given and explain technical details. Inevitably other people are being brought to my attention with problems. One distressing case involves a pensioner anxious to have roof space insulation removed from a terraced cottage as it is causing terrible condensation problems. I will be investigating that situation pro bono.

• For the avoidance of doubt I am fanatically pro-insulation, providing it is done properly and does not cause problems. When problems do arise I expect companies to respond ethically and promptly. I will be publishing many insulation ideas that are DIY friendly in due course via this website.

• CIGA Ltd and the British Board of Agrément Ltd should offer reliable support to consumers with cavity wall insulation concerns but in my case have either ignored me or fobbed me off. I now know why and you can read the background to product/installation surveillance here.