Extenuating circumstances

  • Date of last update to page: Tuesday 25 March 2025
  • Content last updated: creation of extenuating circumstances page

We're pleased to confirm the details for the upcoming extenuating circumstances period:

  • the window to apply for extenuating circumstances is open until Friday 4 April 2025
  • the delivery period for projects with approved extenuating circumstances will run from Tuesday 1 April to Friday 25 April 2025

This period is designed to provide support for the completion of work that was originally scheduled to be completed by Monday 31 March 2025, but where an unexpected circumstance has caused a delay. 

Please note that the extenuating circumstances period is strictly for addressing unforeseen and exceptional situations. It is not an extension and should not be planned for use in advance. Requests will only be considered where a genuine unexpected issue has occurred. 

Please note that, for all approved extenuating circumstances requests, all works must be completed by the Friday 25 April 2025 deadline or the grant recipient may be liable for full completion costs.

Criteria

See below criteria table which outlines what qualifies as an extenuating circumstance.

Category Criteria
Tenants/landlords Customers health
Customer contact issue
Customer complaint and refusal of works
Delays from the landlords side in terms of design approval, contract signature and payment of contribution
Installers not able to access property
Vulnerable customer
Customers rebooking appointments
Customer unsure on measure/doesn’t want a measure installed
Customer passing away
Consumer confidence due to Trustmark on solid external wall, cavity wall or internal wall
Consumer confidence due to Trustmark but measure is not wall insulation
Weather Adverse weather conditions
Contractor Health and safety regulations not being followed
Delay in manufacture of materials
Material costs
Miscommunication or oversight regarding PAS 2035 guidance
Delay in materials arriving on time
Staff resourcing
Delays with air source heat pump
Extensive pre-construction, delaying measure installs
Damaged material
Contractor failure
Delay with installing measures
Retrofit design needs revising
Fraud identified
Design changes
Trustmark suspension from scheme of original contractor
Property Structural integrity post survey
Asbestos in the property
Infestation
Unexpected challenges after project survey (power line needs to be removed from external wall)
Damp issues
Awaiting air permeability test (if not completed initially)
Mould
Scaffold to adjoining property needs removing
Electronic fault in the property
Property part way through measure install and needs more time
Utilities (water, gas, electric)
Restoration works required
Grant recipient Planning permission and building regulations
Costs and budget
Scaffolding permission required by contractor when arriving on site
Staff resourcing
Late stage contracting failure requires hire of new contractor/sub
Contractor team unable to complete work by deadline

Process

The extenuating circumstances window is now open until Friday 4 April.

You are viewing: Step 1

Step 1

If you wish to apply for an extenuating circumstance, please first discuss this with your SPOC. 

Step 2

Once you have discussed with your SPOC, complete the form below and send this to our Salix team:

Please ensure you direct your request to all three Salix contacts so that this can be addressed ASAP. 

Step 3

Your request will be subject to consideration by the change panel approval, and you will be notified of the decision and next steps via email. There will also be an opportunity to discuss this with your SPOC.  

Key documents

Related content

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