Welcome to the Flexi-Orb Consumer Guide
This consumer guide will give you all the information you need to make an informed choice about your renewable energy installer.
We understand that investing in renewable energy systems like solar panels, battery storage, or EV charge points is a big decision – and as such you want to ensure that your installation is safe, compliant, and reliable.
When choosing an installer, it is important to look at their credentials. There are lots of very good installers out there but if you choose one with a recognised certification such as Flexi-Orb, you will be investing in a company that has undergone a rigorous certification process, ensuring that their policies, procedures and consumer codes of practice are market-leading and that they have the highest standards of installation competency.
Flexi-Orb is designed to protect consumers, driving up standards to increase confidence in the green economy.
Here’s why Flexi-Orb matters for consumers:
#1 Consumer safety is our number one priority – everything starts here
Renewable energy installations are significant investments that promise comfort, sustainability, and potential cost savings. However, choosing a certified installer is crucial to safeguarding your investment. Flexi-Orb certified installers must meet strict standards and can work across various technologies, including:
- Solar Photovoltaic (PV)
- Electrical Energy Storage Systems (EESS)
- Electric Vehicle Charge Points (EVCP)
- Heat pumps – due to be added in 2025
With Flexi-Orb, you can trust that your installer is vetted and qualified to deliver safe, high-quality installations.
#2 Certified Installers you can trust
Flexi-Orb-certified installers undergo a rigorous vetting process to ensure compliance with the Flexi-Orb Installation Scheme. Certification includes an initial on-site assessment and up to five additional site checks annually, ensuring ongoing adherence to industry standards.
Moreover, every consumer has the opportunity to rate and review their installer, providing valuable feedback on:
- Reliability & punctuality
- Customer service
- Quality of workmanship
- Sales process
This transparent review system ensures Flexi-Orb can work with their certified installers to maintain the expected standards.
#3 Access to consumer help & advice
Flexi-Orb provides comprehensive consumer support to answer any questions or concerns. Our dedicated helpline offers technical advice, clarifies information provided by installers, and ensures you have the resources you need to make informed decisions.
Additionally, Flexi-Orb’s website features helpful guidance pages addressing common questions about renewable energy installations.
#4 Compulsory consumer code for added protection
Part of our scheme requirements for Flexi-Orb Certified Installers is that they are a member of a Chartered Trading Standards Institute Approved Code, and being a member of a code means their customers have free access to Alternative Dispute Resolution (ADR) in the event of a complaint the installer cannot resolve themselves following their own internal complaints procedure.
Disputes between a consumer and an installer can happen for a variety of reasons. ADR is designed to work with both parties to resolve complaints informally. A mechanism to do this is mediation, which is where a neutral person works with both parties to reach a fair conclusion.
The mediator will speak with the consumer and installer to understand their perspectives and then try to negotiate an agreement. If the mediator feels that an independent inspection of the installation is required, then this will be arranged. The inspection report is designed to provide the facts about the condition of the installation and identify any remedial works required. This helps both parties to see the facts and reach an agreed solution.
In the event a conclusion cannot be agreed upon, your complaint would then be forwarded to the Ombudsman who will make a final decision on the situation without having to go through the courts. The Ombudsman’s decision is legally binding on the installer.
The benefits of ADR include:
- Speed – resolving issues fast and cost-effectively
- Inspections – independent inspections help provide the facts
- Reviews – an independent third party reviews the disputes and offers fair conclusions.
- Impartiality – mediation provides an impartial view on the situation
- Agreement – compromise agreement between both parties helps conclude disputes
- Reduced costs- the process can avoid costs associated with going to court
#5 Insurance Backed Guarantees (IBGs)
Flexi-Orb requires certified installers to provide an Insurance Backed Guarantee (IBG) for Solar PV and Battery Storage installations. This guarantees that your installer’s workmanship is covered, should they cease trading.
An IBG protects you from additional costs for remedial work if your installer is no longer available to honour their warranty, ensuring your investment remains secure.
#6 Earn money through the Smart Export Guarantee (SEG)
One of the perks of installing renewable energy systems is the ability to sell excess energy back to the Grid through the Smart Export Guarantee (SEG). A Flexi-Orb registration certificate enables you to sign up for SEG tariffs, allowing you to earn money for the energy you don’t use.
- Fixed Tariffs: Pay a set rate for every kWh exported.
- Variable Tariffs: Rates vary depending on market conditions.
While tariffs vary by provider, Flexi-Orb helps ensure a smooth application process. For installations with battery storage, proper evidence will be needed to verify energy eligibility for SEG payments.
Why choose a Flexi-Orb certified installer?
Flexi-Orb is one of only two renewable energy installation certification schemes in the UK. The benefit of Flexi-Orb is that it offers consumers more than just certification – it’s a comprehensive protection system designed to safeguard your investment, promote quality, and provide peace of mind.
With certified installers, expert support, robust guarantees, and access to SEG tariffs, Flexi-Orb ensures that your renewable energy journey is secure from start to finish.
Ready to learn more?
Explore resources on our Flexi-Orb website, find a certified installer, or access consumer support today.
