MCS moves to improve service
22nd February 2026
UK: In preparation for its redeveloped installer scheme, the MCS is promising to make certification simpler and more rewarding for installers, while reforming consumer protection in the industry.
Over the past two years, MCS says it has made significant investment into strengthening consumer protection, enhancing installer oversight, and improving support for households investing in renewable technologies.
Its redeveloped installer Scheme will be rolled out over the next 12 months, bringing together five specialist teams dealing with issues such as complaints, on-site compliance checks and customer relations.
According to MCS, its new centralised complaints system will provide a clear, accessible route for resolving and managing complaints through a structured and transparent process.
The company’s expanded team of quality verifiers will provide independent oversight and strengthen consumer protection by conducting on-site compliance checks across the UK. The MCS maintains that, on average, they deliver 500 site visits per month.
The customer relations team will act as both onboarding specialists for new installers and dedicated account managers – managing issues such as application, certification, and ongoing compliance.
Under the redeveloped scheme, the MCS outreach team will contact every household with a certified installation to ensure consumers understand their documents and protections and to identify issues early.
This is supplemented by the customer support helpdesk team that supports a wide range of stakeholders with queries, providing clear, timely guidance.
MCS has also appointed Jim Johnson as certification body partnership manager, bringing with him experience from his role as business development manager at energy solutions supplier Smart Choice Renewables and seven years as north west regional manager at the Electrical Contractors Association (ECA).
“The redeveloped installer scheme has been designed to adapt to the accelerating demand we are seeing in the UK, putting consumer protection and quality first to give people the confidence they need to invest in home-grown energy,” commented MCS CEO Ian Rippin.
“As the sole certification scheme for clean heat measures and as the sector prepares for the Warm Homes Plan, this confidence is more important than ever,” he added.
