HIES
What is HIES?
HIES is a consumer protection organisation covering the installation of renewable energy and home energy efficiency products. By respecting, protecting and educating consumers our aim is to transform consumer protection within the home energy market.
How does HIES protect consumers?
All prospective members must endure a rigorous accreditation process before they can join our trusted network of installers. Once approved, they will be subject to annual vetting to ensure they are adhering to HIES scheme rules and code of practice.
In addition to free deposit protection, free stage payment protection and free insurance backed guarantees, consumers using one of HIES accredited members can benefit from our robust, Chartered Trading Standards Institute (CTSI) approved alternative dispute resolution service, thus ensuring they are protected at every step of their customer journey.
HIES Brand Ambassador
George Clarke, architect, TV presenter and home improvement champion, continues as a passionate consumer advocate and Brand Ambassador of HIES. Widely known for his recent work on George Clarke’s Amazing Spaces, Amazing Spaces Shed of the Year and Old House New Home, George joined the scheme in 2019 as an ardent supporter of high standards in the home improvement and renewable energy industries and protecting and educating consumers.
How did HIES start?
HIES have come a long way since our inception in March 2012, with HIES becoming a Consumer Code in July 2015 and becoming approved as an Alternative Dispute Resolution Authority by CTSI in August 2018.
Deposit & Stage Payment Protection.
What is deposit and stage payment protection?
You may be asked to pay a deposit or make a stage payment when you place an order for your home improvement installation. This is normal practice for most companies as it helps to safeguard them against manufacturing products they will probably not be able to use elsewhere should a customer cancel their order.
Deposit & Stage Payment Protection Insurance
The deposit and stage payment protection covers up to 25% of the contract value (maximum £5,000) for a period of 120 days, subject to the policy terms and conditions.
To benefit from this protection:
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You must be registered by the member on our online portal;
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You must hold the contract with the Supplier named on the certificate;
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You must be able to provide proof of payment made to the Supplier named on the certificate.
No protection will be in place until we have written to you to confirm we have arranged this, following the registration of your installation on our system, and in accordance with the points above. If you have not received our letter confirming your protection has been arranged within 5 working days of you signing the contract please contact our member or us urgently as you are not covered.
Please note: Any payments (deposits and stage payments etc) made by you to the member exceeding 25% of the contract value (or the maximum limit of £5,000) prior to final installation and completion of the contract are not covered by the scheme or the insurers in any way.
Insurance Backed Guarantee (IBG)
An Insurance Backed Guarantee is an insurance policy that covers the original guarantee provided by an installer. An IBG provides you with additional peace of mind that in the unlikely event the company ceases to trade, for whatever reason, you can still make a claim under the terms of the original guarantee.
Why do I need an insurance backed guarantee when the installer is already giving me a guarantee?
Contractors, large and small, cease to trade each year for a multitude of different reasons. Guarantee periods can vary from 2 years to 10 years and much can happen to any business in that time, regardless of current stature.
If your chosen installer were to cease trading you could be left with faulty goods, a guarantee of no value and a potential bill to rectify any problem.
Eliminate the risk
This risk is overcome with a bona fide Insurance Backed Guarantee.
If your installation company has registered you, via the scheme, for an Insurance Backed Guarantee, this protects the member’s own guarantee. This means that any bona fide claims under the member’s guarantee will be met by the insurers should the member cease to trade.
Alternative Dispute Resolution (ADR)
What is alternative dispute resolution (ADR)?
Alternative dispute resolution is where a ‘neutral person’ helps the parties try to reach a settlement, preferably a negotiated settlement. The ‘neutral person’ could be an officer of HIES or someone appointed by HIES to discuss the problems with both parties to try to reach an agreement without the need to progress to the Ombudsman. Mediation and conciliation are mechanisms designed to bring the matter to a speedy conclusion but may not provide the final and binding resolution of a dispute.
What does alternative dispute resolution involve?
Mediation and conciliation
Mediation and conciliation are a voluntary process to help settle a dispute. It’s a flexible way to help reach a speedy conclusion but it may not provide a final and binding resolution of a dispute. At HIES we appoint an officer to discuss the problems with both parties to try to reach an agreement without the need to progress to the Ombudsman.
Independent inspections
The mediator/conciliator may, at any time, deem it necessary to instruct an independent inspector to carry out an inspection of the installation undertaken by the HIES member and provide a report. The report may then be used by the mediator/conciliator to further the mediation/conciliation process in an attempt to reach an agreed resolution between the parties. For transparency, copies of the report will be supplied to all parties in the dispute with each party being given time to review the contents prior to continuation of the mediation/conciliation process.
When you have entered into a contract with a scheme member, you can benefit from free access to our mediation services to help resolve a dispute you may have with them. During the mediation process, the mediator may arrange for an independent inspection to be carried out on the installation (if they consider this appropriate). This service is also free to you.
We will not be able to investigate your complaint if you are taking, or have already taken, a form of legal action.
Access to Ombudsman.
What is an Ombudsman?
Someone to whom you can address a complaint about an organisation or body if you feel you have been dealt with unfairly or have suffered some financial or other loss you would like investigating.
There are a number of Ombudsman Schemes in the United Kingdom. Some Ombudsmen are Government appointed, such as The Local Government Ombudsman and Financial Ombudsman Services. In some cases industry has come together to form an Ombudsman to give consumers somewhere to raise complaints. Examples of these include the Motor Ombudsman and the Property Ombudsman.
The Ombudsman can save industry and consumers money. In addition to freeing up the court system, there are also opportunities to explore the potential for mediation and conciliation and come to a negotiated settlement which provides both parties with a means for proposed compromise. If this process proves fruitless, they can investigate further and, if necessary, provide a legally binding decision.
The Ombudsman:
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Provide an independent, impartial and completely free service to consumers to help resolve disputes between HIES members and consumers who are interacting with them.
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Are independent of members and consumers and will make a decision believed to be just and fair in the circumstances.
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Can make financial awards for loss, distress, inconvenience or breach of contract which HIES will enforce.
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Resolve disputes without the need to go to court and the service is entirely free of charge to consumers.
