REAL ASSURANCE SCHEME

When installing renewable energy technologies, MCS Registered Installers must abide by a Consumer Code of Practice that is approved by the Office of Fair Trading. Heating Maintenance Services Ltd. Is a member of the REAL Assurance Scheme.

What you should expect from a company that is a member of the REAL Assurance Scheme:-
By being a member of the scheme the company is required to comply with the Consumer Code. Also they will only use products that are certified under the Low Carbon Buildings Programme or the Clear Skies Programme.

REAL companies do not engage in high pressure selling techniques, such as:

  • staying on the customer's property for an unreasonably long time
  • offering you a high initial price followed by a discount
  • offering you a discount for signing on the day
  • withholding price information from you until the end of the visit
  • claiming that there is limited availability of a product.

Their advertising material should not be ambiguous, misleading or untruthful. It should not attack or discredit other products.

Expect the company to deal with you in a courteous, constructive and prompt manner. Individuals should show you evidence of their identification when they enter your home, including name and job title.

Performance predictions

You should expect a REAL company to provide you with written estimates of the anticipated performance of your system in an accepted format, and indicate clearly if this is based on estimates or is referenced to your actual energy use.

Consents and quotes for the work

You should be clear as to who is seeking planning approval (if required), or any other permissions or consents required.

It should be made clear to you if you are required or obliged to carry out any duties, (such as providing information, or to operating or maintaining equipment.)

Aspects such as cooling off period, payment methods, guarantees, and the timescale for the work should all be made clear to you by the company.

If there are problems

If you are unfortunate enough to experience problems, the REAL Assurance Consumer Code sets out precisely the consumer complaints procedure, the scheme's conciliation service and the independent arbitration procedure.

There is also information on how the scheme deals with companies that do not conform to the code and measures we have put in place to ensure that the code is effective.

 

For Advice and further information please contact us