The Home Insulation and Energy Systems Quality Assured Contractors Scheme (HIES) is celebrating their 10-year anniversary of being a Chartered Trading Standards Institute (CTSI) Approved Consumer Code.
Since receiving Consumer Code status in 2015, HIES has remained committed to delivering high standards of consumer protection and installer support in the renewable energy sector. Since inception to the end of 2024, HIES has protected over 420,000 customers who have spent over £4 billion installing renewable energy and energy efficiency products within their home.
To mark the occasion, Tony Pickup, Founder, reflects on the journey, the achievements and the road ahead.
A reflection from Our Founder – By Tony Pickup, Founder of HIES.
More than a decade ago, I set out to build something that would help to reshape trust for consumers in the renewable energy sector. That’s when HIES was incepted.
HIES began to protect consumers in a complex, and rapidly growing, industry. An industry where homeowners were making big decisions and often handing over a large sum of money. An industry where it felt that there was not enough reliable guidance or support when things went wrong for homeowners. With HIES in mind, we wanted to make sure that the tradespeople installing these renewable energy products had support in place and that consumers had somewhere to turn for real consumer protection.
It was the year 2015 that marked a significant milestone for HIES, for consumers, and for the industry. That was the year HIES was granted official Consumer Code status, recognised by the Charted Trading Standards Institute. To us, it was more than a badge of recognition, it was a milestone that proved that HIES met the highest standards of consumer protection. It began to provide our members and their customers the assurance that we didn’t just say that we wanted to protect consumers, we had proven it.
Achieving Consumer Code status for HIES was a rigorous process. It meant that everything we did was held to the strictest consumer protection standards, and to receive the approval and recognition was an incredibly proud moment for us all.
Since then, HIES has helped thousands of homeowners. From dispute resolution and independent inspections to procured insurance backed guarantees, and installer support too, we’ve made it our mission to protect consumers and support installers at the heart of what we do.
As HIES CEO, Faisal Hussain, recently said,
“This 10 year milestone is an incredibly proud moment, not just because of what it represents in terms of status, but because of the real life impact we have had on consumers, installers and the industry over the past decade. We’re continuing to grow, to innovate, and to support both consumers and the industry.”
John Herriman, Chief Executive at the Chartered Trading Standards Institute, added, “I am delighted to congratulate HIES on being an Approved Code Sponsor for ten years. This highlights HIES’ continued commitment to delivering the highest levels of consumer protection and redress.
As a Code Sponsor, HIES offers vital safeguards for consumers in the renewable energy sector, including clear pre-contractual information, vetted installers, procured insurance-backed guarantees, access to Alternative Dispute Resolution, and robust complaints handling. These protections are fundamental in building consumer confidence in emerging green technologies and ensuring fair treatment throughout the customer journey.
In a fast-evolving marketplace, particularly one so crucial to the UK’s net zero ambitions, the role of trusted, self-regulatory schemes like HIES has never been more important. We look forward to continuing our work together to champion consumer rights and support high standards across the sector.”
Looking back on the history of HIES, I see a decade of hard work, commitment and a team that truly believes in doing the right thing. I also see an exciting road ahead for HIES. The renewable energy sector is more important than ever, and so is our role in ensuring consumers are protected as they invest in the future of their homes.
Here’s to ten years of Consumer Code status, and to many more years of delivering consumer protection within the industry.