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Does your business have a Quality Management System?
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Quality Management Systems

  • A Quality Management System (QMS) is a collection of business processes focused on consistent delivery of requirements that meet customer needs and enhance their satisfaction
  • You must operate a QMS to ensure every installation meets PAS 2030 requirements
  • A QMS can be on paper or electronic
  • To help you in your application, we have included QMS templates in our Download and Resources area
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Do you have a process and a template to create contracts?
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Contracts and Resources

A contract template should outline key information, including:

  • Customer name, address and contact details
  • Details of work to be carried out and when
  • Your name, address and contact details
  • Cost and payment due date
  • Details of any pre-installation work you need the customer to carry out so you can install measures safely and efficiently
  • Cancellation rights
  • Signature boxes for you and the customer to sign and date
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Are you able to evidence the competencies of installers you employ, or subcontract?
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Training and Competency

  • From January 2021, as part of PAS 2030 certification, you must hold your sector relevant NVQ, or be enrolled to achieve it
  • Each Energy Efficiency Measure (EEM) should be designed, installed and inspected by competent and qualified people relating to each measure
  • All your installers should hold a regulated and industry agreed vocational qualification, apprenticeship or personal certificate of competence relevant to the EEM to be installed, and be able to provide evidence of the qualification
  • All of the above should include an assessment of the ability to deliver required outcomes through the practical application of knowledge and skills in the workplace
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Can you provide details of previously completed measures or comparable work?
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Training and Competency – Measures

As part of PAS 2030 certification requirements, you will need to be able to provide details of previous measures you’ve installed, including:

  • Pre-building installation survey
  • EEM assessment
  • Quotation and contracts
  • Materials used
  • Employee competency details
  • Handover process
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Can you provide details of any continual professional development plans?
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Training and Competency – Development

  • When making your application, you may be asked to provide details of any continual professional development plans you have in place, and any training records you hold for you or your employees
  • If you install low carbon heat measures, you will need the equivalent MCS (Microgeneration Certification Scheme) certification
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Do you have continual improvement procedures in place?
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Continual Improvement

  • Having a CIP demonstrates to your customers that you actively look to improve your products, services, processes, and performance throughout your business
  • PAS2030 standards require your business to have a CIP in place for you and your employees
  • These procedures should make sure any instances of non-conformity of the PAS2030 standards, are corrected and prevented from being repeated
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Do you keep historic records?
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Historic Records

As part of your PAS2030 application you must be able to demonstrate:

  • The keeping of historic records of individual installations for at least six years
  • We have included a contract register template in our Download and Resources area
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Can you provide evidence of how and where you store your documents?
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Evidence of Stored Documents

  • You must be able to provide evidence of how and where all documents are stored, whether these are electronically or manually held
  • Documents should be easily accessible
  • We have included a document register template in our Download and Resources area
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Do you have a Health and Safety Policy Statement?
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Health and Safety Policy Statement

As part of your PAS 2030 registration, you must be able to demonstrate:

  • You comply with the Health & Safety at Work Act 1974
  • You have a written health and safety policy statement where required by law
  • You carry out risk assessments where necessary
    (**Applicable if you have more than 5 employees)
  • We have included a health and safety register template in our Download and Resources area
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Do you have a record of all specialised equipment held and required for installations to the required standards?
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Specialist Equipment Standards Record

  • You must complete and maintain a record of all equipment held and used to install relevant EEMs
  • These records should include any equipment which needs calibration and include a description of the equipment and its serial number
  • Your equipment records should show if the equipment needs to be checked or calibrated periodically and include dates when this was done and when you should do this next
  • Copies of equipment certificates and relevant data should be saved in a known location
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Can you demonstrate financial stability and business resources?
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Financial Stability and Business Resources

  • As part of your PAS 2030 application, you must be able to demonstrate that you have the financial stability and resources to complete EEM installations
  • Evidence should include adequate insurance arrangements (to underwrite any liabilities arising from claims caused by deficiencies in installation, products, design etc) and appropriate financial protection to cover the work undertaken
  • Evidence could include year-end accounts or bank statements, public/product liability insurance and employers’ liability insurance
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Can you provide evidence of your complaint’s procedure?
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Complaints procedure

  • You must have a documented complaints procedure that includes date complaint received, who from, how complaint was received, details of complaint, how complaint was acknowledged and when, resolution, date resolved
  • You should have an escalation process covering when the customer disputed the resolution and why, your final resolution, any credit or refund offered, when resolution offer was accepted and closure date
  • Complaint records should be kept for a minimum of six years or the duration of any EEM guarantees (whichever is longer)
  • Records should be made available to your PAS 2030 certification body when requested
  • We can support you with a complaint register template which you can find within the QMS templates in the resources and downloads area of this hub
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Do you have a procedure for how you interact with customers?
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Customer Engagement Procedure

As part of your PAS 2030 registration, you must have a procedure to support your employees on how to respond to customers, especially in the following circumstances:

  • Vulnerable occupants (elderly, disabled, children)
  • Pre-noted customer requirements such as timing of work and access
  • Agreed customer requirements
  • Customer requests for information or questions
  • Customer requests for additional measure-related work, extending beyond the installation process
  • Customer complaints or feedback about the installation or installation process
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Are you able to do a handover with the customer once an EEM has been installed?
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Customer Handover Procedure

Your handover to the customer should include:

  • A physical inspection of the installed energy efficient measures (EEM)
  • An explanation of its function and operation
  • A demonstration of how to operate controls and devices, where applicable
  • User guides, manuals and maintenance instructions
  • Guarantee certificates and sign-off documents – with copies kept as part of your record keeping
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Can you provide documentation and records to support an assessment by a Scheme Provider audit team?
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Audit and Surveillance

  • A PAS 2030 audit team will carry out an on-site assessment for each type of measure you are applying for under your PAS 2030:19 certification
  • They will then carry out at least one audit for each measure undertaken, per year
  • Assessments may include an on-site inspection of all PAS measures or similar work you have applied for before certification can be awarded

The evidence you may be asked to provide could cover:

  • Documentation to show previously completed measures
  • Supplier and material records, customer reviews or feedback, training and development plans
  • Health & safety records, continual improvement plans
  • Details of current or past contracts for all installations between you, as the installer, and the customer
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Are you TrustMark registered?
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TrustMark Registration

  • To take part in government schemes such as the Green Homes Grant, your business must be TrustMark Registered
  • The primary aim of TrustMark is to drive up standards across all sectors of home improvements and ensure high levels of consumer protection are maintained
  • Once registered, you will be added to a directory of certified installers, where homeowners can contact you to get a quote
  • Only TrustMark Registered Businesses can carry out work for such initiatives, to provide quality assurance to householders that the work will be completed to the accepted standards
Does your business have a Quality Management System?
Do you have a process and a template to create contracts?
Are you able to evidence the competencies of installers you employ, or sub contract?
Can you provide details of previously completed measures or comparable work?
Can you provide details of any continuing professional development plans?
Do you have continual improvement procedures in place?
Do you keep historic records?
Can you provide evidence of how and where you store your documents?
Do you have a Health and Safety Policy Statement?
Do you have a record of all specialised equipment held and required for installations to the required standards?
Can you demonstrate financial stability and business resources?
Can you provide evidence of your complaints procedure?
Do you have a procedure for how you interact with customers?
Are you able to do a handover with the customer once an EEM has been installed?
Can you provide documentation and records to support an assessment by a Scheme Provider audit team?
Are you TrustMark registered?

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