The clean energy industry has had a very good run of press in recent years, and most of that is deserved. But there’s a side of it that gets less coverage: poor installations, cowboy traders, disputes over grant funding, and homeowners left with systems that don’t work as promised. If you’re in that situation — or want to avoid it — here’s what you actually need to know.

How Common Are Problems?

To be honest, more common than the industry prefers to acknowledge. MCS (Microgeneration Certification Scheme) data shows a steady stream of complaints against certified installers, and watchdog organisations like RECC (Renewable Energy Consumer Code) and HIES (Home Insulation and Energy Systems) handle thousands of consumer disputes each year. The surge in installations driven by the Boiler Upgrade Scheme and falling panel prices has brought in new entrants, some of whom are not ready for the volume or complexity of work they’re taking on.

Common problems include: heat pump systems that don’t achieve the promised seasonal performance factor (SPF), solar arrays that underperform against written estimates, roof work that causes leaks, systems commissioned without proper MCS paperwork (which can invalidate your grant and your Smart Export Guarantee eligibility), and — in the worst cases — companies that take deposits and then go into administration before completing work.

Your First Step: Check What You Signed

Before you do anything else, dig out your contract. A compliant MCS-registered installer is required to provide a written contract covering the equipment specification, installation date, price, workmanship warranty terms, and the MCS certificate upon completion. If any of these are missing, that itself is a compliance issue you can raise.

Check whether your installer is still MCS-certified. You can search the MCS certificate holder register at mcscertified.com. If they’ve been struck off since your installation — which does happen — that affects your route to resolution but not your legal rights against the company.

If the Installer Is Still Trading: Direct Resolution First

Your legal position is actually quite strong here. Under the Consumer Rights Act 2015, goods and services must be of satisfactory quality, fit for purpose, and as described. If your heat pump isn’t achieving the SPF that was quoted in writing, or your solar panels aren’t generating within the expected range, you have a legal basis for remedy. This means repair, replacement, or in serious cases, a refund.

Write to the installer formally — email is fine but keep copies — setting out the specific problem, what remedy you’re requesting, and a reasonable deadline (28 days is standard for a first letter). Be specific: “the system is generating 30% below the estimate in your sales documentation” is better than “it doesn’t work properly.” If you have monitoring data from a smart meter, Octopus account, or system display, include it.

Most reputable installers would rather sort a problem than escalate. If they don’t engage, or if they argue back without offering a reasonable solution, move to the next step.

Consumer Codes and Ombudsmen

If your installer is a member of HIES or RECC, you have access to a free alternative dispute resolution (ADR) process. These schemes require members to participate in mediation and, if that fails, binding arbitration. The outcome is binding on the installer but not on you — so you can still pursue legal action if you’re unhappy with the outcome.

RECC covers heat pumps, solar PV, and solar thermal, and has jurisdiction over disputes involving contracts signed under their code. HIES covers heat pumps and insulation, with a similar process. Both have consumer helplines and online dispute portals. The process typically takes two to four months and costs you nothing.

If your installer isn’t a member of either scheme, you’ll need the ombudsman route directly through Citizens Advice or, ultimately, the county court. The Money Claims Online service handles claims under £10,000 and is designed for non-lawyers to use.

When Grant Funding Complicates Things

If the Boiler Upgrade Scheme (BUS) grant was involved in your installation, the process is slightly different because Ofgem is also a party. The grant is paid to the installer, not to you, so if there are problems with the MCS certificate or the installation doesn’t meet scheme requirements, you could find the grant is clawed back — or never paid. This is a situation where you want to contact the MCS directly (not just the installer) if your certificate hasn’t been issued.

If an installer goes bust after claiming your grant but before issuing the MCS certificate, contact Ofgem’s BUS team. They have established procedures for these cases and can advise on whether a replacement certificate can be issued by a different installer completing or verifying the work.

Roof Damage and Third-Party Claims

Solar installations that cause roof leaks are a specific category of complaint. Roof work is regulated separately, and damage caused by negligent installation is covered by the installer’s public liability insurance. You have the right to request a copy of their insurance certificate. If they won’t provide it, that’s a serious red flag.

For roof damage claims, get an independent roofing survey first — ideally from a NFRC (National Federation of Roofing Contractors) member — to document the damage and establish that it was caused by the installation. That evidence is essential if you need to pursue an insurance claim.

Practical Tips

Keep every piece of documentation: the original quote, contract, installation report, MCS certificate, any emails about performance issues, and meter readings or monitoring screenshots. Consumer protection processes move much more smoothly when you have evidence.

If you’re not yet installed and feeling nervous: RECC and HIES both publish lists of scheme members. Choosing an installer on either list doesn’t guarantee a perfect job, but it means you have a dispute resolution route if things go wrong. It’s one of the more meaningful due diligence steps you can take before signing a contract.

The vast majority of heat pump and solar installations go fine. But if yours doesn’t, you have more recourse than most homeowners realise.