Scheme redevelopment
WHAT THE REDEVELOPMENT OF MCS WILL MEAN FOR INSTALLERS
We’ve been working hard to deliver a new MCS that is fit for the future and accommodates the feedback that our certified Installers have given us. We are committed to working together to drive up Standards and improve consumer protections.
The main elements of the redeveloped Scheme are:
- Reduce the focus on paperwork in favour of delivered quality
The new MCS will make the move away from admin and paperwork-heavy assessments we know happen today, towards assessments that prioritise evidence of quality installations for customers. This is something we refer to as “delivered quality”.
You will still need to manage the quality and compliance of your installations through appropriate processes and controls, but the new MCS will be more concerned with capturing the evidence that these are working effectively.
When we publish the scheme documents, we will also share clear guidance as to what constitutes “appropriate processes and controls”, that you will likely have already, based on the size and complexity of your MCS-related activities. This guidance will provide examples for your reference and explain why subscribing to a software solution to support your MCS certification is not needed.
2. Risk of non-compliance will determine the frequency of your assessments
Your chosen Certification Body’s assessments under the new MCS will be driven by a scheme-wide Quality Risk Model. This will consider the factors that we know to result in poor quality installations. The Quality Risk Model will determine the frequency of assessments.
Installers whose MCS operations are relatively simple, and who deliver great installations in that customers are satisfied and complaints are few, will be rewarded with less assessments. Installers with complex operations, such as those involving multiple subcontractors and whose delivery is found to be poor, will attract more assessments.
3. Standardised assessments
MCS will be prescribing the content of each assessment appropriate to the technology installed. We hear of inconsistencies between individual Assessors, and so by deploying a standard set of assessment criteria, we will help to clarify what you can expect from each assessment. Reducing the focus on assessing back-office systems will ensure the certification process is as straightforward as possible to understand, ultimately helping to raise standards across the sector.
Linked to this will be a new requirement for a named Technical Supervisor for every installation, replacing the current requirement for a Nominated Technical Person. The Technical Supervisor will be the individual or individuals in your business who are qualified to “sign off” on the quality of a completed installation.
4. Centralised customer complaint management
Under the new MCS we will deliver a step change in customer complaint management. MCS will deliver a single point of contact for consumers who wish to escalate their complaint offering open and transparent proactive case management which includes clarity on routes to a single, regulated Alternative Dispute Resolution (ADR) provider if necessary.
This will be made possible through a new relationship between MCS and Installers that places consumer protection at the heart of the Scheme, and will ultimately foster increased confidence in small-scale renewable technologies.
5. A more direct relationship with MCS
A new Agreement in place directly with MCS will support your commitment to quality and underline our commitment to work with you. This is to ensure you have what you need to make a success of your MCS certification. For example, if one of your customers were to complain to us, you will be the first to know, as we will contact you to help address whatever the problem is.
6. Consumer Code membership no longer mandatory
Some installers will still choose to take advantage of the services offered by a Consumer Code, but once your business has moved over to the new MCS, membership of a Code will no longer be a mandatory requirement.
From January next year we will follow up with every consumer who receives an MCS certificate. This direct contact will give us greater oversight of consumer perception of quality, whilst our improved dynamic assessment model will provide better clarity of technical quality delivery. With these changes, we intend to recognise your quality accurately and objectively, rewarding excellence and allowing us to focus our efforts on where we see issues.