0344 324 5242 / info@hiesscheme.org.uk

HIES nominated at the NHIC Awards


This year HIES attended the annual National Home Improvement Council Awards, which was held at Whitehall Place in London on the 22nd November.

undefinedNot only was it our first time attending, but we were also hoping to pick up the Trustmark sponsored award for The Business that has Delivered the Highest Levels of Consumer Confidence to its Customers.

Joining our Director of Policy, Adrian Simpson at the awards ceremony was our brand-new Policy Intern, Azamat Ataev, who got to begin his internship in style. During the evening Adrian and Azamat got to hear from the NHIC chair, Baroness Maddock, about what was being done to make homes cleaner, safer and more energy efficient.

HIES’ entry was centred around the great work that the dispute resolution team headed by Charlotte Pilkington does. HIES is proud that complaints brought to them are resolved in an average of 7 days.


Adrian commented:

"Although we didn’t win this year, I’m really proud of the high levels of confidence consumers can have in our members. What is most appealing is that we never leave consumers disadvantaged, and they are always protected before, during and after their purchase, through a quality code of practice and insurance backed guarantees. Our talented dispute resolution team in Leyland can be proud of the difference they have made for consumers. We’ll be back next year."

Charlotte added:

"When disputes arise between our members and their customers, our dispute resolution team work tirelessly to help them reach a resolution. While not always an easy task, our job is highly rewarding, and to receive recognition for our efforts by being nominated for the TrustMark sponsored award, is very humbling."





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The 8 pillars of consumer protection - consumer protection at its best!


Consumer protection is at the heart of everything we do at HIES and we strongly believe that no consumer should ever be left disadvantaged. With this in mind, we are constantly striving to reduce consumer detriment and raise industry standards.

The level of consumer protection provided by HIES is of the highest standard, and in order to achieve this, we believe the following ‘8 pillars of consumer protection’ must be adhered to:


  1. All home improvement businesses are members of an approved industry sector Code of Practice (COP).

  2. All consumers are registered with the installer’s COP (so the Code has oversight).

  3. The COP writes to every consumer entering into a contract with a member (above, £500 contract value) letting them know of the protections in place and also asking for feedback on the installer’s performance.

  4. The COP has a responsibility to provide free mediation, free inspections and free ADR/ Ombudsman protection if there are any disputes with its members.

  5. The COP cannot ‘lose its responsibility’ if the installer is no longer a member.

  6. The COP should police and audit that all consumers have their deposits and guarantees robustly protected, should the installer cease to trade (and keep records of this).

  7. The COP should police that all ‘performance calculations’ or other pre-sales information given by traders are verified and audited and if the performance calculations are found to be incorrect, obtain effective redress for the consumer.

  8. Consumers should have access to a ‘scheme of last result’ in case the trader becomes insolvent. This way no consumer will ever be disadvantaged.


Click here for a shareable version of the 8 pillars






Are you considering joining HIES?
Call us on 0344 324 5242
Or complete our membership enquiry form




Do you have a question?
Call us on 0344 324 5242
Or send an email to communications@hiesscheme.org.uk

HIES Affiliate Partnership


 HIES Affiliate Partnership

Key Stats for HIES Affiliate Members

over 850

home improvement installers in HIES and affiliated schemes*


over 10,000

home energy saving products installed monthly by HIES and Affiliated Scheme Members


over 600,000

have already purchased (home improvement products) from HIES and Affiliated Scheme Members


What is HIES’ Affiliate Partner Programme?

Having been successful in providing consumer protection through installers, HIES has recognised the need to provide confidence in the complete supply chain and industry in general. HIES has therefore introduced an Affiliate Partner Programme, with requirements tailored specifically for manufacturers, distributors and service providers. HIES has established the Affiliate Partner Programme in order to promote consumer protection by ensuring that when a product is installed in a domestic setting, it is sold in a clear, consistent and fair manner (agreed with the manufacturer); and installed professionally, in accordance with manufacturer’s instructions.

To achieve Affiliate Partner status, applicants must undergo an accreditation process that examines solvency, ethos and reviews processes and procedures that are in place to ensure consumers are treated fairly. Affiliate Partners demonstrate they share HIES’ ethos and are committed to ensuring their network of installers provide professional services to consumers.

Benefits of becoming a HIES affiliate partner?

  1. FREE listing on the HIES website.
  2. FREE marketing support to help generate awareness of your business.
  3. FREE PR support to help build brand awareness among the sector.
  4. Installer sales leads: HIES will publicise the Affiliate Partnership via mail, web and social.
  5. Featured in the HIES installer newsletter to help promote your business.
  6. Banner advertising on the HIES Job Registration system, available on a PPC basis.
  7. HIES is endorsed by consumer champion Nick Ross (Watchdog and Crimewatch).
  8. Help and advice with compliance and legislative issues.
  9. Access to finance providers for product approval when sold by a HIES member.

Who can become an Affiliate Partner?

The HIES Affiliate Partner Programme is ideal for manufacturers, distributors or service providers who are involved in the renewable sector and specialise in the following products:


  1. Air Source Heat Pumps
  2. Battery Storage
  3. Boilers (including Biomass)
  4. Ground Source Heat Pumps
  5. Infrared Heating System
  6. Solar Photovoltaics
  7. Solar Thermal
  8. All Renewable Technologies
  9. All Types of Home Insulation 

What is HIES?

The Home Insulation & Energy Systems Contractors Scheme (HIES) is a Consumer Code in the renewables sector awarded by The Chartered Trading Standards Institute (CTSI) and The Consumer Codes Approval Board. HIES has a network of installers who operate in the renewables and home energy markets.

NIck RossHIES is a consumer protection organisation and our overriding objective is to promote best practice in the sale, installation and after-sales service of renewable products to consumers. Protecting consumers is at the heart of everything we do.

All HIES Accredited Installers are continually vetted in many areas in order to help ensure consumers are satisfied. All consumers receive comprehensive protection throughout the buying, installation and after-sales experience. Consumers can check to establish if their installer is on the HIES national network of Accredited Installers before placing their order.

HIES provides a FREE service to investigate any complaints made against members. This includes: FREE mediation, FREE independent inspections (at HIES discretion) and FREE access to an independent Ombudsman.




*HIES Affiliated Schemes: DGCOS (Double Glazing and Conservatory Quality Assurance Ombudsman Scheme), HICS (Home Improvement Consumer Protection Scheme) and The Quality Assurance Service Company LTD trading as GDGC.



Are you considering joining HIES?
Call us on 0344 324 5242
Or complete our membership enquiry form




Do you have a question?
Call us on 0344 324 5242
Or send an email to communications@hiesscheme.org.uk

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