MCS Customer Commitment
Heat Geek Installations is MCS certified, and we uphold the MCS Customer Commitment on every job. This page sets out what that Commitment means for you and where we go further than it requires.
Why this matters to us
MCS sets the standard for how a renewable technology installer should behave: how you're advised, quoted, contracted, and looked after once the system is in. We think that standard is the right floor for the industry, not the ceiling. Plenty of companies can promise good conduct. Fewer back it with a guarantee on results, which is why we built the Heat Geek Guarantee on top of what MCS requires. More on that below.
Trustworthy
We follow this Commitment and give you a copy of it before you commit to anything, and we hold the MCS standard that applies to heat pumps. Your requirements go into a clear quote or order before any work starts, and we only begin once we know we have the resource and skill to finish it well. We agree a timeline with you upfront and tell you immediately if anything is going to run late. If anything about this doesn't add up, that's exactly what your Heat Geek account manager is there for.
Responsible
You get treated fairly, and with extra care if you're vulnerable. We don't pressure you to sign anything, ours or a third party's, and we don't run marketing that misleads you about price.
Every engineer on the Heat Geek network has years of experience as a heating engineer before they ever join us. On top of that, they complete over 120 hours of Heat Geek training and go through our own verification and competency process, above and beyond their MCS certification, before they can wear the badge. Any subcontractor on your job is competent and insured, and we keep your installation records for six years.
Communicate well
Before you sign, you'll know who we are, what MCS certification actually means, and what permissions, approvals, or licences the job needs. We explain what has to be notified under building regulations and who's responsible for doing it. You'll know what's happening, when, and who's doing it, and we keep you posted before, during, and after the job, all logged in your homeowner portal. If you need more than that, your account manager is one email away. If your installation could invalidate an existing warranty, like a roof warranty ahead of a solar install, we tell you in writing and get your permission before we touch anything.
Contract with clarity
Your proposal is detailed and we write your terms in plain English. If extra work turns out to be needed, you hear the cost at proposal stage, not halfway through the job, and every price is transparent with no hidden penalties. We explain exactly how any grant you qualify for reduces your cost. Any deposit we take is reasonable, justified, and protected, and we tell you how. If anything changes after your detailed design, cost, timescale, or system performance included, you get a written variation and the choice to continue or walk away with a full refund of what you've paid. Your cancellation rights are spelled out from the start. Nothing about your install should be a surprise once you've signed.
Handover
Once your system is installed, we walk you through how it works and how to control it, tailored to how you use your home, and we check you're happy before we call the job done. Everything then goes into your homeowner portal: key parts, health and safety guidance, a servicing schedule, manufacturer manuals, your MCS certificate, and any guarantees or warranties that apply, with a plain explanation of what they cover and what could invalidate them.
Handle complaints well
If something's wrong, email your account manager directly and we'll take it from there. We acknowledge every complaint within two working days and work with you to fix it quickly. If we can't resolve it together, head to our Complaints page for the next steps, including the MCS complaints process and, where needed, Alternative Dispute Resolution. Either way, we use what we learn on the next job.
Your part as the customer
The Commitment asks something of you too. Read your contract before you sign it. Give us accurate information about your home, your insulation, and how you use energy, so the system we design fits how you actually live. Give us access on the day and flag anything we need to know such as pets, small children, parking. Pay on the agreed terms, keep your installation documents for the life of the system, and come to us first if anything goes wrong, before raising it with MCS.
Where we go further
The Commitment governs conduct: how you're treated, advised, and looked after. It doesn't require anyone to guarantee that your system performs once it's running, which is where most of the industry stops.
| MCS Customer Commitment asks for | Heat Geek adds |
|---|---|
| A realistic performance estimate before you sign | Your system hits its quoted overall efficiency over 12 months of real use, or we fix it at our cost |
| Financial protection if your installer's company fails | Another trained Heat Geek installer finishes your job at no extra cost, whatever the reason the original one can't |
| Clear, responsive communication | One named, UK-based account manager who knows your job from survey to sign-off, not a call centre |
We also monitor your system's performance data every 15 minutes after installation, so if something isn't right, we know before you do.
Read the full Commitment
This page summarises the MCS Customer Commitment (Issue 1.0, January 2025). Read the full document on mcscertified.com for the complete terms.