FAQ

Green Deal FAQs

WHAT HAPPENS IF THERE IS A COMPLAINT ABOUT THE INSTALLATION?
In the first instance customer complaints will be handled by Green Deal providers and they will determine how best to take forward any complaint. For instance they may instruct the installer to complete corrective actions.
WHAT ARE THE RESPONSIBILITIES OF A GREEN DEAL PROVIDER?
The Green Deal Provider is responsible for: Offering a Green Deal Plan to customers, based on recommendations from an accredited assessor. The plan sets out the financial terms of the agreement and must also include extra consumer protections such as warranties to cover the measures and installation. Arranging for the installation of energy efficiency works, carried out by an authorised installer. On-going obligations in relation to Green Deal plans, including dealing with customer complaints and providing information when a new bill payer moves in.
WHAT IS THE GOLDEN RULE PRINCIPLE?
The Golden Rule is the principle which limits the amount of Green Deal finance that a provider can attach to the energy meter to the estimated energy bill savings that are likely to result from the installation of measures under the Green Deal plan. This principle aims to keep the energy bills at the property no higher than they would have been had the property been without a Green Deal – this is important both to protect consumers from higher energy bills, and to protect investors from a higher risk of default on the bill.
WILL GREEN DEAL PROVIDERS BE ABLE TO LEVER OTHER SOURCES OF FUNDING TO AUGMENT GREEN DEAL FINANCE OFFERS?
Yes. For example, accredited Green Deal Providers and ECO suppliers will have the option to form partnerships to deliver measures cost effectively.
HOW WILL CONSUMERS BE PROTECTED IN THE EVENT A GREEN DEAL PROVIDER BREACHES ITS RESPONSIBILITY?
If the customer experiences a problem associated with their Green Deal plan, the Green Deal provider will always be the first point of contact. The Green Deal provider will investigate the problem and provide redress if necessary, seeking compensation from their contractors if appropriate. If the customer is not happy with the remedy provided, they will be directed to the independent conciliation service, provided by the Green Deal provider or either the Financial or Energy Ombudsman Services if preferred.