What homeowners should do when they suspect their heat pump installation was poorly executed. Joining us are two experienced panelists: Cathryn Wolfenden from HIES and Hassan Abdalla from REST UK.
What steps should homeowners take if they suspect subpar installation?
Cathryn emphasises that your first point of contact should always be your installer. A formal complaint, ideally documented via email or letter, ensures there’s a clear record of your concerns. If the installer fails to act, consumer codes like HIES and RECC can step in to mediate.
What options are available if an installer lacks the skills to resolve issues?
The panel discusses how certification bodies, ombudsman services and consumer codes can provide additional recourse if the installer is unable or unwilling to fix the problem. Hassan explains that prioritising installers with proper accreditations is essential for long-term peace of mind.
How do organisations like HIES protect consumers?
Cathryn explains how HIES conducts random inspections and audits of its members, ensuring only high-quality installers are accredited. Their mediation process resolves most complaints within days, providing homeowners with swift solutions.
What about compensation for poorly executed jobs?
While compensation depends on the situation, Cathryn clarifies that homeowners need to quantify their losses. Whether it’s additional heating costs or inconvenience, keeping detailed records strengthens your case.
How can homeowners avoid issues in the first place?
Hassan advises homeowners to do their due diligence when selecting installers. Look for accreditations like HIES, EPVS and financial protections, which offer robust support in case something goes wrong.
A big thank you to HIES for sponsoring this episode. HIES plays a pivotal role in protecting homeowners by ensuring high standards in renewable energy installations. Learn more about their services at hies.co.uk.
