Holding answer received on 10 January 2018
All Green Deal Providers are required by legislation to follow the Green Deal Code of Practice, which is designed to ensure that all Green Deal Participants operate fairly and transparently, deliver good customer service and provide appropriate redress mechanisms for customers. Where such Providers fail to adhere to the Code of Practice, sanctions may be imposed by the Secretary of State. Providers may be subject to audit by the Green Deal Oversight and Registration Body to assess their compliance with the Code of Practice. The Green Deal Provider referred to in Question 120003, Home Energy and Lifestyle Management Systems (HELMS), was subject to such a sanction in 2015, following an audit and investigation process. The Green Deal Code of Practice requires that Green Deal Installers providing photovoltaics are certified against, and comply with, the requirements of the Microgeneration Certification Scheme and the Microgeneration Installation Standard: MCS 023.
There have been numerous complaints made about HELMS in relation to Green Deal Plans. The cases are complex and take time to resolve. The department is working with relevant parties to seek a satisfactory resolution to them as soon as possible.