We have set up the REAL scheme to help companies provide high-quality products and services to consumers. The Consumer Code, the centrepiece of the scheme, is aimed at all those companies that have contact with domestic, community and small-business consumers.

There is a copyright symbol called the ‘REALity Check’, which may be used only by Scheme members and provides an assurance of quality to consumers.

Wherever appropriate, the Code must be used with two other important quality-assurance mechanisms that also form part of the scheme:

Relevant installer accreditation and product certification standards are defined as those required by the Low Carbon Buildings Programme, the Clear Skies Programme and the EU.

The Scheme is overseen by a panel representing a wide variety of stakeholders from within and outside the industry. It was officially launched by Malcolm Wicks MP, Energy Minister, on 14 June 2006 at Renewable Energy Systems in Kings Langley, Hertfordshire.

Membership of the Scheme

Any business willing to abide by the Code may apply for membership. The application form can be downloaded from the REAL website. Companies gain accreditaton for a specified list of onsite renewables technologies, and should indicate which ones they are involved in.
Membership is subject to acceptance by the Scheme and to the byelaws.

All Renewable Energy Association members who sell or lease energy generators to domestic, community or small-business consumers must join the scheme, which is also open to those who are not members of the REA

The Consumer Code

We are submitting the Code of Practice for approval by the Office of Fair Trading under their Consumer Code Accreditation Scheme. It considers all the primary factors that contribute to the overall customer service, including:

• Details of the assurance the Code gives
• Clear information on the systems proposed and their performance
• Any preparatory arrangements for system installation and connection
• The selection and quality of goods supplied
• Details of the applicable terms of business
• The timeliness and standard of any installation and other on-site works
• Guarantees and any maintenance and after-sales services required
• Prompt and transparent action in the case of any problems
• Monitoring, rectification and continuous improvement of procedures

The final version of the Code is now available on the REAL website www.realassurance.org.uk

The main contact for management of the Code is Virginia Graham.