The Home Renewables Ombudsman (HRO) is a free and independent service dedicated to resolving complaints in the domestic renewable energy and electric vehicle (EV) chargepoint sectors. We assist consumers who have purchased and installed renewable or low carbon technologies and EV chargepoints by helping resolve any issues they may face. 

 

More than 5,000 businesses belong to one of our approved Consumer Protection Schemes, the Renewable Energy Consumer Code (RECC) and the Electric Vehicle Consumer Code for Home Chargepoints (EVCC), driving higher standards of work and service, and giving consumers confidence and peace of mind. These businesses have committed to the gold standard of consumer protection, including giving their consumers access to the HRO should things go wrong.  

 

​In helping to resolve complaints, we offer a transparent and impartial service with the aim of bringing any dispute to a fair and reasonable resolution. In our investigation of a complaint we carefully review each party’s position along with the available evidence. We identify any gaps, helping both parties’ gather additional evidence when needed. Our approach is  user-friendly and can be especially helpful for consumers who may require additional support to use our service. 

 

We use insights from the complaints we handle and the outcomes achieved to drive improvements and standards within the sector, constantly developing our consumer and business knowledge hubs and offering bespoke training to businesses. 

​