HIES annual report

HIES Annual Report 2019

We are delighted to share with you the 2019 HIES Annual Report. The Annual Report provides detailed information on HIES’s activities, mission, history and achievements in 2019. The report includes comprehensive information, including, for example, information about the renewable sector, our ethos, the quality of our membership, customer satisfaction, compliance and dispute resolution.

HIES’s main mission is to protect consumers. The HIES Code of Practice requires that consumers are dealt with professionally, courteously and sympathetically. Any products installed by HIES members must be fit for purpose, installed professionally and come with comprehensive guarantees which are covered by specialist insurance providing consumers with a high level of protection and peace of mind.

Since its inception, the HIES scheme has:

  1. Protected over 124,000 consumers
  2. Protected over £75 million worth of consumer deposits
  3. Insured over £985 million worth of installation contracts
  4. Handled over 3,000 disputes

In 2019, our dispute resolution team achieved fantastic results for HIES members and consumers with an average resolution time was just 3.97 days and 99.1% of disputes were resolved in-house without the need for referral to the Ombudsman.

We continue to work collaboratively with the industry to protect consumers, increase buying confidence and ultimately help the government towards achieving a zero-carbon future by 2050.

To download the HIES 2019 Annual Report, click here.