Stroma Certification’s Commitment to Consumers

All Stroma Certification scheme members have been assessed and certified to carry out work to a professionally competent standard. Members are regularly audited and subject to an annual assessment to ensure compliance and standards are maintained for the benefit of consumers.

Information about our certification schemes is available on our website as well as a search facility to enable consumers to find and check information and memberships associated with our members.




What does assessor mean?

An assessor is an individual who is qualified and certified to assess the energy performance of a particular building. If you have had an Energy Performance Certificate (EPC) produced for your home it is likely that this service will have been provided by a Domestic Energy Assessor.




About Stroma Certification

Stroma Certification is a leading UK certification body for energy assessors and organisations in the energy and construction sectors. We run certification schemes to support the competence and compliant working methods of our members.




Finding a Stroma Certification member

You can view a list of our assessor certification scheme members on our website.

For certain certification schemes an external body also maintains a list of scheme members, in addition to our own website listing referenced above. Below are the links to these applicable external bodies:

  • EPC Register - a list of certified Domestic Energy Assessors
  • Trustmark - a Government Endorsed 'find a tradesperson' scheme

If you are uncertain as to which option to select to find a member or have a question concerning a Stroma Certification scheme member, please contact us by emailing info@stroma.com or telephone 0845 621 1111.


Public Access to the Energy Performance Certificate

MHCLG provide guidance to building owners and occupiers on the privacy and public access to the Energy Performance Data collected which is documented in the ‘Making Better use of Energy Performance of Buildings Data – Privacy Policy’. An online search facility is available at https://www.epcregister.com to allow anyone to input the address or postcode of the building to retrieve the EPC for that building, if a current EPC is available.

It is possible for the building owner or occupier to opt-out of the EPC data and underlying data being made available, by visiting the following site https://www.epcregister.com/optout. In order to validate your request, you will need to provide additional personal details. This information is collected for legal purposes and will be held in accordance with the General Data Protection Regulation (GDPR) requirements, and not disclosed to any third party, as per the EPC Register Operators Privacy Notice.

The regulations also allow the person who operates the register to share data which is held on the registers with bodies listed in the regulations for certain purposes as documented in ‘Making Better use of Energy Performance of Buildings Data – Privacy Policy’. It is not possible to opt out of having the EPC or the underlying data for your building shared with the bodies listed in the above document for the purposes listed in the above. This is because it is important that all of the data held on the register can be shared with these bodies for these specific purposes.

If you have any questions concerning this process please do not hesitate in contacting Stroma Certification by emailing info@stroma.com or telephone 0845 621 1111.


Do you need to make a complaint?

It is advisable to first make contact with your installer to try and reach a resolution directly. However, if these attempts to mediate are unsuccessful then you can register a complaint with Stroma Certification. Stroma may not be able to deal with all complaints depending on their nature, however we will do our best to address your complaint and take the appropriate action.


Stroma's responsibilities when a complaint is made against a scheme member

Stroma Certification has an active role in assessing the competence and compliance of our members in line with the requirements of each certification scheme. It is our responsibility to ensure that members are performing their jobs to a compliant standard and we take complaints of this nature extremely seriously.

The Stroma Certification Compliance department is responsible for setting the rules by which all scheme members must abide to maintain their membership. All members are required to have their own complaints procedure to answer any customer grievance.

Stroma Certification follows an approved customer complaints procedure. We are required to make an impartial judgement on the way in which our members respond to a customer complaint and this includes taking action against a member who does not settle any matter to the satisfaction of the scheme requirements.

It is not within the remit of Stroma Certification to offer compensation or arrange for another installer to correct non-compliant work. However, an installer may offer this themselves as a part of their own complaints resolution procedure.

If you would like to make a complaint then please follow our simple Complaints Procedure.

To make an appeal, please use this form.

Impartiality

Stroma Certification has a top management commitment to the implementation of impartiality in our management system certification activities. Stroma Certification has implemented an Impartiality Policy which is downloadable here and outlines the importance of impartiality in conducting our management system certification activities across our various certification schemes, and the management of conflicts of interest which will ensure the objectivity of these activities. If you have any questions or concerns relating to impartiality please contact Stroma Certification by emailing info@stroma.com or telephone 0345 621 11 11.



Useful links

Here are some links to external websites which may help you to find further information:

  • BEIS – the Department for Business, Energy & Industrial Strategy
  • Citizens Advice – free, impartial advice on consumer rights & responsibilities
  • DCLG – the Department for Communities and Local Government
  • DEFRA – the Department for Environment, Food & Rural Affairs
  • Disclosure Scotland – Scottish Government disclosure service
  • EA – the Environment Agency
  • Energy Saving Trust – helping people to save energy
  • Police - Emergency and Non Emergency contact details
  • SEPA – Scottish Environmental Protection Agency
  • Trading Standards – search for your local Trading Standards office
  • UKAS – the United Kingdom Accreditation Service

Contact Us

If you have any other questions about Stroma Certification, please contact us using one of the following options:




4 Pioneer Way, Castleford, West Yorkshire, WF10 5QU

T | 01977 665 420*

©Stroma Certification Ltd 2019

*Calls cost 7p per minute plus your phone company's network access charge or call 01977 665420.