HEIS air source heat pump installers in Essex

Insurance Backed Air Source
Heat Pump Installations

What Is HEIS?

A Chartered Trading Standards Institute (CTSI) approved Consumer Code, HIES is a leading consumer protection organisation covering the installation of home energy products. Our promise is to ensure all consumers are respected, protected and educated on their home improvement journey.

When you enter into a contract with a member of HIES, like Boilers 4 Essex, to install a new air source heat pump at your home you will receive the following.

  1. Vetted and accredited installers

    Boilers 4 Essex have successfully passed our strict accreditation process for air source heat pump installations. HEIS also monitor us continuously.

  2. Deposit and stage-payment protection insurance

    This covers up to 25% of the contract value (maximum limit of £5,000) for 120 days, once your installation is registered with us.

  3. Insurance-backed guarantee (IBG)

    An IBG provides protection if your installer ceases (stops) trading and cannot honour the terms of their written guarantee. You will receive an IBG once we have added in a date on the HEIS system to show when the air source heat pump was installed.

  4. Consumer advice line

    HEIS are on hand to answer any questions you may have once you have entered into a contract with Boilers 4 Essex.

  5. Access to an ombudsman

    You will have free access to an ombudsman if we cannot settle your complaint.

  6. Alternative dispute resolution

    HEIS expert mediators are always on hand to help resolve any disputes you may have with a HEIS member.

How HEIS Works.

To receive the protection from the HEIS scheme:

  • your installer must be a member of the scheme when you enter into a contract with them to carry out the work;
  • you must enter into a contract direct with the member;
  • the installation must be on a domestic property; and
  • the installation must be in England, Scotland, Wales or Isle of Wight.

If you don’t meet the above conditions, HEIS may not be able to protect you.

Please read on to understand the protection you will receive and the obligations you have.

Vetted and accredited

Scheme members, such as Boilers 4 Essex, have passed our strict accreditation process for the product (heat pumps) they want to be accredited for. They are also continually monitored to make sure they are keeping to our rules. This monitoring can include, but is not limited to, checking members’ finances, competency certificates and business insurance. We may also share information with consumer bodies (where appropriate).

Consumer advice line

Once you have entered into a contract with a Boilers 4 Essex, you can benefit from access to our consumer advice line. HEIS are on hand to answer any questions you may have about Boilers 4 Essex Ltd during the installation.

Free access to alternative dispute resolution

When you have entered into a contract with a scheme member, you can benefit from free access to our mediation services to help resolve a dispute you may have with them.

During the mediation process, the mediator may arrange for an independent inspection to be carried out on the installation (if they consider this appropriate). This service is also free to you.

HEIS will not be able to investigate your complaint if you are taking, or have already taken, a form of legal action.

Free access to an independent ombudsman

In the unlikely event that we cannot resolve a dispute, you will also have free access to the independent ombudsman HEIS have appointed. The ombudsman’s decision is binding on the member but not on you. The ombudsman will not be able to investigate your complaint if you are taking, or have already taken, a form of legal action.

Free deposit and stage-payment protection insurance

The deposit and stage-payment protection insurance covers up to 25% of the contract value (maximum limit of £5,000) for 120 days (terms and conditions apply). We provide this protection to cover you in the unlikely event that the member cannot complete your installation because they are no longer trading.

To benefit from this protection:

  • the member must have registered your installation on our online portal;
  • you must have entered into a contract with the member, named as supplier on the certificate;
  • you must be able to provide proof of your contract with the member, named as supplier on the certificate;
  • you must be able to provide proof of the payments you have made to the member, named as supplier on the certificate; and
  • the member must have ceased (stopped) trading, and if they are a limited company, Companies House must have confirmed this.

No protection will be in place until HEIS have written to you to confirm HEIS have arranged this, after the member has registered your installation on our system, and in line with the conditions above. If you have not received our letter confirming we have arranged your protection within five working days of you signing the contract, please contact our member or us as soon as possible as your payments will not be covered.

Please note, the insurance we buy and the protection scheme we operate do not cover any payments (deposits and stage payments) of more than 25% of the contract value (or the maximum limit of £5,000) that you make to the member before the installation is finished and the contract is completed.

Free insurance-backed guarantee (IBG)

An IBG provides protection if the member ceases (stops) trading and cannot honour the terms of their written guarantee (terms and conditions apply).

To benefit from an IBG (which we pay for):

  • your installation must be fully completed to your satisfaction, there must be no faults and you must have paid all amounts due direct to the member, named as supplier on the certificate;
  • you must have a contract with the member, named as supplier on the certificate;
  • you must be able to provide proof of your contract with the member, named as supplier on the certificate;
  • you must be able to provide a copy of the written guarantee you received from the member, named as supplier on the certificate; and
  • the member must have ceased (stopped) trading, and if they are a limited company, Companies House must have confirmed this.

No cover will be in place until you have received your IBG certificate. If you have not received your IBG certificate, please contact the member to ask for it.

Important information

This information sets out the full services available to you under the scheme. In order to receive the protection HEIS offer, you must enter into a contract for goods or services with one of our members during their membership with us and keep to the conditions set out on this page. HEIS’s member is responsible for providing the goods or services to you under their contract with you. You are responsible for choosing which of HEIS’s members to enter into a contract with. HEIS will not enter into negotiations or discussions with members on your behalf (including providing advice on which of our members offers the most suitable or best value work for you).

HEIS are not responsible for the actions of our members.