The Ultimate Guide to the HIES Consumer Code

The HIES Consumer Code is an essential resource for anyone considering renewable energy, particularly the purchase of home solar panels. Whether you’re a homeowner or a contractor who wants to join HIES, understanding what the code is and how it protects consumers is a must. In this comprehensive guide, we cover everything about the HIES Consumer Code, from the very basics to its impact on market trends. 

We invite you to sit back and spend a few minutes of your day learning more about HIES and how it protects renewable energy consumers in the UK.

• The main objective of the HIES Consumer Code is to ensure consumer protection and the highest standards in renewable energy installation. 
• HIES builds consumer confidence by providing protections and best practices to protect the consumer’s investment.
• Benefits to the consumer include deposit and stage payment protection, a comprehensive outline of best practices for contractors to follow with each interaction, transparency, and conflict resolution. 
• HIES members are rigorously vetted 
• HIES Consumer Code has had a direct impact on market trends and competitiveness in the industry.

The Home Insulation & Energy Systems Contractors Scheme (HIES) Consumer Code is a consumer protection organisation. HIES was born in 2012 and officially became a consumer code three years later in 2015. Today, HIES serves as a comprehensive set of guidelines and best practices for the renewable energy contractor industry. 

At its core, the HIES Consumer Code is a certification designed to offer protection to renewable energy consumers, by demanding that contractors maintain high standards, and transparency in every customer interaction. . 

Not all renewable energy providers are part of HIES. To become a member, installers must go through an uncompromising accreditation process and are then required to follow the HIES Scheme Rules of Practice. Installers must also undergo an annual vetting process to ensure they are operating within the guidelines and are meeting the needs of consumers with respect and integrity.

Soly’s reputation and industry partnerships haves served as proof that we will continually uphold the high standards of HIES members. Soly is a B Corporation, backed by Shell, and we have recently received 30€ million in new funding to work toward supporting new innovations in solar products, and provide our customers with the level of service they expect and deserve. 

Purpose and Importance of the HIES Consumer Code

Renewable energy products are a significant investment for homeowners. The HIES Consumer Code aims to ensure that this investment is protected. This is accomplished by setting the highest bar on industry standards for renewable energy and solar panel installation. The code provides important consumer protections, including payment protection, conflict resolution, and ensuring they receive the highest level of service. 

Over the years, Soly has built a reputation that encourages market confidence. Our partnerships with Enphase and Jinko have allowed us to provide our customers with the most innovative, highest-quality renewable energy solutions on the market. This, along with the customer protections outlined by the HIES Consumer Code, are part of our ongoing commitment to the public. 

Consumer Protection

The main purpose of the HIES Consumer Code is to protect the consumer and encourage industry growth. The HIES consumer protection organisation offers prospective members a 27-page Code of Practice document, highlighting every key area of consumer protection. This ensures that HIES members are continually acting with transparency and within the best interests of their customers. 

As a HIES member, Soly customers are guaranteed these protections, along with our level of customer care that we have set the bar on high. Every homeowner and business that chooses Soly for their renewable energy solutions can feel confident that they are receiving the most for their investment. 

When consumers choose a HIES-accredited provider of renewable energy equipment, they are guaranteed a number of key benefits and protections. 

As a few examples of these, consumers are guaranteed to be treated fairly, with respect and professional integrity at all times. The consumer’s home is respected, and they are provided with information regarding every step of the work to be carried out. Additionally, consumers are made aware of their rights should they change their minds. 

For renewable energy consumers that have special needs, HIES requires that these needs are recognised and that the installer operates in a way that offers support and provides suggestions for accessibility and accommodations if needed. 

However, the consumer protections under HIES go even further than this. It also offers deposit and payment protection insurance, insurance-backed guarantees, and a helpful consumer advice line, along with conflict resolution and access to an ombudsman. 

When looking at the details of the HIES code, it’s evident that every area of consumer protection has been addressed, and as a result, has raised the bar on the industry standards for solar panel suppliers. 

Industry Standards

The HIES Consumer Code has added significant value to the renewable energy product industry by setting high standards of workmanship and consumer experience. Currently, more than 126,000 solar panels have been installed by HIES-accredited installation professionals. 

The code sets standards across the board for the installation of renewable energy products. This includes ensuring the consumer is receiving the products best fit for their needs and purpose, and that they are installed by qualified professionals. 

As an example of meeting HIES standards, the question of “How many solar panels do I need?”, is a common one but it’s also one that can only be answered when a solar panel installer completes a thorough assessment and quote. The answer requires considering factors such as roof orientation, sunlight hours, and energy consumption, as well as discussing with the consumer their options for efficiency among different panels. 

If an installer offers a quote without considering these factors, they are not acting in the best interest of the consumer.

At Soly, we make the process of receiving a quote as straightforward and transparent as possible. We walk each customer through a series of enquiries that allow us to develop the most accurate price quote and work with the customer to help them better understand the cost of the investment and an accurate estimate of their short-term and long-term cost savings.

After becoming members of HIES, we were happy to receive warm and enthusiastic welcome messages from HIES leaders. As with this message from the HIES Head of Business, Jonathon Moorhouse.

“I’m thrilled to announce Soly coming onboard with HIES as they step into the UK solar industry, bringing with them a huge amount of experience in solar energy solutions. Joining forces together truly underlines our commitment to excellence and consumer protection together.”

All HIES members are trained and educated according to the most current industry standards. Honesty and transparency are prioritised from the first contact between the consumer and installer continuing throughout the life of the relationship. 

Key Features of the HIES Consumer Code

The HIES Consumer Code offers features designed to ensure that each customer’s investment in renewable energy is protected. The spectrum of features provided under the HIES Code includes comprehensive guarantees, standards of professional installation, and avenues for dispute resolution. 

Here’s a closer look at the most important HIES features. 

Installation Standards

For consumers looking to purchase renewable energy products, the HIES Consumer Code provides guidance on installation standards and offers peace of mind. By working with a HIES member, customers can assume the company and the installers will work with the highest level of integrity, ethics, and best business practices. 

Starting with the sale before the installation, HIES members are required to comply with statutory requirements, including the Consumer Protection from Unfair Trading Regulations 2008 and the FCA Consumer sourcebook. Additionally, members are not allowed to engage in any high-pressure selling techniques. 

To ensure all consumers are protected, HIES members need to provide a clear installation plan, including any necessary allowances and requirements related to customer limitations. This also applies also applies to vulnerable customers with special needs. 

So, let’s take a look at what a renewable energy consumer experience might look like when they choose to work with a HIES member. First, following the HIES installation standards means that the right person for the right job is always put into place at the right time. This ensures that the customer is working with an experienced professional in every area of sales and installation.

Members must take care and skill when installing renewable energy products, including solar panels which require a high level of expertise. Of course, all members must also comply with all current regulations and legislation. 

To offer consumers further peace of mind, the code also requires that any cosmetic flaws due to installation are remedied and that waste from the installation is removed by the member within seven days after job completion. 

What does a solar panel installation story with a happy ending under the HIES Consumer Code look like? Here’s the story of Marco’s Solar Installation, detailing how the highest standards were upheld throughout the entire process. 

Comprehensive Guarantees

A major benefit supplied under the HIES consumer code is that all products installed by its members are covered under a number of guarantees. One of the most important of these guarantees is the insurance-backed guarantee (IBG) which protects the customer’s financial investment should the installer become unable to honour the terms of the contract. 

Additionally, HIES offers deposit and stage payment protection for consumers. This guarantee covers up to 25% of the full contract value for a period of 120 days.

While the high standards and best practices outlined in HIES do a tremendous job of reducing conflict and disagreements, they do still happen. Fortunately, HIES also offers conflict-resolution services and access to an independent ombudsman as part of their guarantees.

Becoming a HIES member requires more than a simple application. Prospective members are required to meet stringent criteria that demonstrate their commitment to adhering to the HIES Consumer Code. 

Membership Requirements

HIES only considers membership for applicants who are either well-established in the renewable energy sector, or have a proven record in the industry, along with membership to a certifying body. As part of the membership requirements, applicants are required to prove their qualifications, which includes providing detailed documentation. 

Let’s take a closer look at the application process and what types of documentation are required for prospective members. 

Application Process

The application process to become a HIES member begins with filling out an application that includes all of the pertinent information about the company or contractor. Prospective members are asked to supply documentation and undergo an extensive review process.

Documentation Requirements

Each applicant must submit a number of key documents as part of the application and review process. Examples of documents that are required for HIES membership include the company’s consumer contract, which should also outline the consumer’s cancellation rights.

Further supporting documents include a workmanship warranty or guarantee, liability insurance certificate (both employer and public), and financial records, such as bank statements from the previous three months.

Evaluation and Approval

Not every application to the HIES Consumer Code is approved. Those who are approved go through a rigorous evaluation and approval process. 

Review Process

During the review process, each piece of documentation is verified. In addition to this, credit and background checks are carried out. HIES then researches the applicant’s reputation, including consumer reviews and they also contact other industry consumer codes to ensure that the applicant doesn’t have any negative marks on their reputation. This process guarantees that only the best contractors in the renewable energy industry are approved for membership.

When HIES digs into the applicant’s history and reputation, they look at details that matter, such as transparency in pricing. A comprehensive review of UK Solar Panel Prices 2024 provides insights into the current solar panel prices and works to set realistic expectations for consumers who are interested in adopting solar energy.

Approval Criteria

While the application and approval process for HIES membership is stringent, the list of boxes that need to be checked off for approval is relatively straightforward. 

Members must be committed to and able to uphold the HIES Consumer Code, as well as pass an extensive background check. 

HIES also takes into consideration the financial health of the applicant. As mentioned earlier in the documentation requirements, an applicant needs to establish that they have adequate financial resources for maintaining the business operations.

For providers of renewable energy products, it’s impossible to ignore the impact of the HIES Consumer Code on the renewable energy market. Here, we’re taking a look at how HIES is shaping current market trends and the competitive landscape for the industry. 

Market Trends

The adoption of renewable energy in the UK continues to grow year on year. Part of this upward trajectory can be attributed to growing consumer comfort and confidence in providers of renewable energy products thanks to the HIES Consumer Code. 

Adoption Rates

With the HIES Consumer Code and multiple schemes to incentivise the adoption of renewable energy, more homeowners and businesses have been moving toward making the switch. In the first quarter of 2024, renewable energy generation inched toward record-breaking levels, with 50.9% of total generation. 

Combined, these schemes highlight consumer protection and set the bar for industry standards, inviting consumers to feel more secure in investing in renewable energy products and services. Consumers who are looking for an unbiased assessment of cost can reference the UK Department of Energy Security and Net Zero (DESNZ). “DESNZ calculates average solar installation costs in the UK, using data from the Microgeneration Certification Scheme (MCS)”.

Consumer Confidence

Consumers are becoming increasingly aware of the benefits and the need for the broad-scale adoption of renewable energy. Articles such as CO2: Emissions Savings with Solar Panels highlight the benefits of solar panel adoption. When consumers are provided with information such as this, they move closer to becoming renewable energy customers. 

However, knowledge alone isn’t enough to build consumer confidence. The HIES Consumer Code provides the guarantees and security that potential consumers need for their confidence to reach the level where they’re willing to invest in renewable energy products. 

Competitive Landscape

Since its inception, the HIES Consumer Code has shaped the renewable energy industry’s competitive landscape. HIES sets high standards for suppliers of renewable energy products and has stressed transparency, which promotes fair competition. 

HIES has been a positive asset for both new and established businesses in the industry, providing a competitive advantage while also lowering certain market entry barriers. 

Market Entry Barriers

New businesses entering the market often find it a challenge to establish a reputation and compete with the larger names in the industry. HIES doesn’t completely eliminate market entry barriers, but it does lower them to the point that more new businesses are able to compete on equal footing. 

HIES will approve membership for newer companies, providing they can meet the criteria and submit adequate documentation. Once they become a HIES member, they benefit from the credibility and sense of consumer confidence that the HIES Consumer Code provides. This encourages more contractors to apply for membership, which opens up a more dynamic, competitive market for the consumer. 

Competitive Advantage

Finally, we don’t want to conclude without mentioning the competitive advantage that HIES members have in the market. The rigorous application and review process means that only the most reputable installers with a commitment to high standards and consumer protection are allowed in. For prospective consumers who are choosing between a company that is a HIES member and one that isn’t, it’s clear which choice the smart consumer is going to make. 

Being able to immediately identify companies that are committed to high standards is something that attracts the type of consumer who is willing to invest in solar panels and other forms of renewable energy. Being a HIES member becomes a lead generation strategy that requires nothing from the company other than being committed to upholding HIES standards.

We’ve covered a lot of ground in this comprehensive guide on the HIES Consumer Code. We’ve learned that HIES has played a pivotal role in the growth of renewable energy by increasing consumer confidence. 

• The HIES Consumer Code is designed to protect renewable energy consumers by ensuring the highest standards and offering guarantees for the consumer’s investment. 
• Consumer benefits of working with a HIES member include peace of mind, transparency, consumer protection in renewable energy installations, and guarantees that include deposit protection and conflict resolution. 
• HIES memberships offer businesses credibility and a competitive advantage. 
• Member applicants are required to submit various forms of documentation and undergo a strict review process. 
• Members undergo an annual vetting process to ensure compliance. 
• For stakeholders, it’s important to understand the economic impact of HIES and its influence on the current market.

The HIES Consumer Code is essential for building consumer confidence in the renewable energy industry. With HIES, we’ve seen greater adherence to high industry standards and important consumer protections. 

For consumers, this equals peace of mind that their investment is protected. For contractors, HIES provides a foundation of best practices for us to follow. As a result, we’re building a stronger renewable energy market. 

Soly is a HIES member and we’re committed to upholding each of the HIES standards to the highest degree. As Solar experts, we strive to provide the best possible service to our customers in every scenario. 

If you’ve been considering solar panel installation, we invite you to contact Soly for a no-obligation consultation, or simply use our Solar Online configurator to see just how much you can save on solar panels. Allow us to demonstrate why we’re among the most trusted and respected in the industry.