This guide explains hies consumer protection and the main points to consider. REST UK Editorial Team
This guide explains HIES consumer protection for homeowners buying solar panel installation or home battery storage. It covers how HIES protects deposits and workmanship, how dispute support works and what steps you should take if an installer fails to deliver. The core message is practical: HIES consumer protection reduces financial risk and provides free mediation and an ombudsman route if needed. hiesscheme.org.uk
Hies Consumer Protection: What HIES covers for deposits and stage payments
When a HIES member asks for a deposit, HIES requires protection of up to 25 per cent of the contract value, capped at £5,000, for a set period after you sign the contract. This is typically arranged as deposit and stage payment protection so your money is safeguarded if the company fails to start or complete the work. That protection is part of the HIES benefits homeowners receive automatically when contracting a HIES member. hiesscheme.org.uk
Workmanship guarantees and insurance backed cover
HIES requires members to provide a workmanship guarantee. Where specified in the code, that guarantee is backed by an independent insurance policy so the consumer remains protected if the installer stops trading. The guarantee covers the standard of installation rather than product manufacturer faults. For product issues, you should check the manufacturer warranty and any MCS or product certification provided at sale. tradingstandards.uk
How HIES dispute support works
If you have a problem you should first raise it with the installer in writing and keep copies. If the issue cannot be resolved, HIES provides free mediation and an independent dispute resolution route. If HIES cannot settle the complaint, consumers may be directed to an ombudsman or other independent adjudication. This ADR process aims to be faster and less adversarial than going to court. Keep records of contracts, emails, payment receipts and photographs. hiesscheme.org.uk
Timescales and limits to be aware of
Deposit protection under HIES typically covers deposits for a limited period from contract signature, for example 120 days in some scheme materials. HIES will not protect deposits above the stated 25 per cent or £5,000 cap. The workmanship insurance will also have terms and exclusions, so read the guarantee certificate carefully. If you need to escalate a complaint, start early to preserve evidence and meet any ADR deadlines. hiesscheme.org.uk
If you are buying solar or a home battery: practical checklist
- Confirm the company is a HIES member before you sign. HIES membership should be stated in the contract and sales literature. hiesscheme.org.uk
- Ask for written details of deposit protection, the workmanship guarantee and any insurance backing. Keep the deposit certificate or confirmation. tradingstandards.uk
- Check whether the installer is an MCS solar installer for installations that need MCS certification. MCS certs and consumer codes are complementary protections. ofgem.gov.uk
- Pay by a method that gives consumer protection where possible. Keep all invoices and photos of the site before and after installation.
How HIES fits with wider government and industry protections
HIES sits alongside statutory consumer law and other industry codes such as RECC and MCS. Government guidance and recent policy work have emphasised stronger consumer protections for home upgrade work and improved ADR access. If a scheme or installer is part of a Department for Energy Security and Net Zero supported programme, extra audit and remediation measures may apply. Use HIES in combination with these protections to reduce risk for home solar panel installation and battery systems. gov.uk
What to do if the installer stops trading
If your installer ceases trading, contact HIES immediately. Deposit protection and insurance backed workmanship cover are specifically designed to help in this situation. HIES can advise on using the insurance to complete or remediate the work, or on refunding protected payments where appropriate. Keep a clear timeline of events and all correspondence. hiesscheme.org.uk
REST and consumer protection for your installation
REST UK recommends checking the protections above before you commit to a contract. For information on the technical side of installations and aftercare read REST pages on residential solar, home battery storage and maintenance aftercare. Choosing an accredited installer with clear deposit and warranty arrangements reduces the chance of disputes. Our accreditations page explains how industry standards and codes interact with consumer protections. The following pages may help with planning and ongoing support:
HIES consumer protection is not a substitute for clear contracts and good record keeping. Use the protections available and act quickly if something goes wrong. If you need help assessing a quote or understanding warranty documents, REST UK can explain the technical and contractual points without turning this into legal advice.
Sources reviewed
This article was prepared using live source research. Rules, tariffs and product details can change, so check the original sources below.
- www.hiesscheme.org.ukwww.hiesscheme.org.uk
- www.gov.ukwww.gov.uk
- www.gov.ukwww.gov.uk
- www.tradingstandards.ukwww.tradingstandards.uk
- www.ofgem.gov.ukwww.ofgem.gov.uk
- www.hiesscheme.org.ukwww.hiesscheme.org.uk
Questions about this topic
What deposit level does HIES protect?
HIES requires protection of up to 25 per cent of the contract value, capped at £5,000. Protection applies for a limited period after you sign the contract; check the certificate for the exact term. hiesscheme.org.uk
Does HIES cover product faults as well as workmanship?
HIES focuses on workmanship guarantees backed by insurance. Product faults are usually covered by the product manufacturer warranty. Always check the paperwork you receive at sale to see which cover applies. tradingstandards.uk
How do I start a dispute with HIES?
First raise the issue with the installer in writing and keep records. If unresolved, contact HIES to use their free mediation and dispute resolution services. If HIES cannot resolve it, they may refer you to an independent ombudsman. hiesscheme.org.uk
What if my installer stops trading during the job?
Notify HIES straight away. HIES deposit protection and insurance backed workmanship guarantees are designed to help in this circumstance, either to recover funds or to fund completion or remediation under the insurance. Keep all invoices and correspondence. hiesscheme.org.uk