The renewable energy industry is still a relatively new and emerging industry. This means that there is a real difference in installers with the experience and knowledge required to design and fit a heating system that includes a heat pump. Consequently, some of those systems have been badly designed and commissioned which means that the homeowner does not realise the ROI on their investment or carbon footprint savings as quickly as they should while losing energy on a poorly designed system.
One of the challenges customers face when their heat pump or energy system installation goes wrong is who they turn to in order to report it and find a solution. Do they go back to your original installer? Contact third-party organisations like the MCS? Worse, what if the installer has gone bust?
Currently, there are three industry bodies you can complain to. The Renewable Energy Consumer Code (RECC) protects your consumer rights when it comes to how your heat pump is sold to you.
The Independent Warranty Association (IWA) offers consumer protection services, including warranties for heat pumps and other home improvement products. It ensures that your rights are safeguarded even if the original installer ceases to trade.
The Microgeneration Certification Scheme (MCS) is a UK-based quality assurance scheme that certifies renewable energy technologies and installers, ensuring that installations meet high standards of performance, safety, and reliability. They play a key role in supporting the growth of small-scale renewable energy in homes by providing a trusted mark of quality for products and installation services.
This year MCS is redeveloping its scheme to place consumer protection at the forefront. The goal is to build trust in small-scale renewable technologies and the installers who deliver them. The new scheme will provide a single point of contact for customers to escalate complaints. This will include clear guidance on how to access a regulated Alternative Dispute Resolution (ADR) provider if needed.
As of January 2025, they will be following up with every consumer who receives an MCS certificate. All of this is great news for customers who require further advice and support following their heat pump installation and one point of contact if they’re unhappy with their installation.
We have been delighted to be part of MCS’s discussions about the new scheme both in terms of customers but also installers.
