"I Might Have To Go Back To Boilers": What NAPIT Did

It's very rare that problems occur in isolation in the retrofit industry. So in the case of Zak Hurst a South East based installer, we were alarmed to see his story being promoted by other concerned installers. For two reasons.

The first was that it appeared to take the social media heft of the well known installer personality Damon Blakemore - an nationally recognised "super installer" to get action moving in this case. The second worry, was. Why was Zak one of the few who seemed able to brave public recognition of his feelings. Why do installers feel intimidated by organisation like NAPIT ?

An Experienced Installation Expert

Zak Hurst is no newbie. He's been employed and registered under the Gas Safe scheme operating for over 16 years with never a murmur of discontent.

Having bought into his new company over a year ago he accepted responsibility for the accreditations and diligently went through adjusting details and contacting the organisations. He was made aware his NAPIT audit and inspection was due, in mid 2024 so he duly booked an inspection.

The inspection never happened. NAPIT cancelled, citing alternatively, inspector ill health then lack of availability for another inspection. Zak started contacting NAPIT to re-engage a visit but after repeated attempts to book, he waited for further news. Becoming increasingly concerned about the deadline approaching for his renewal he made contact with NAPIT several times, all to no avail.

Still no news, then an email telling him he had just days to organise a visit and a letter that arrived. The letter arrived after Zak had spent almost 4 hours repeatedly called and trying to establish a resolution with various contacts at NAPIT. Then Zak was told, the sole person with authorisation to sort his accreditation out, was on holiday. But Zak was reassured he would be fine by the NAPIT contact he spoke to.

Then he got this

So Zak, on one of the busiest weeks in the spring calendar was facing withdrawal from the register and a £10,000 project he'd just installed, potentially now didn't qualify for it's government funding.

We saw Zak's case highlighted by Damon Blakemore and made contact with him.

Zak told us;

"I've now lost days of work, to admin. I get paid by the hour and every moment I'm not installing is lost income. To make matters worse. I think I might have to stop installing heat pumps if this continues. It's just not worth it. I had 16 years without a single problem on 'Gas Safe' work, I might just have to go back to gas boiler installations, this is too stressful."

Zak was even told that repeated efforts had been made to contact and rebook with him, but like any decent contractor, his email system is completely tracked, so when asked to provide evidence of this outreach - there was none provided.

We consolidated Zak's experience and other reports we received. We sent these concerns to NAPIT. It's called a "right to reply" when you're publishing alleged failing in service under contract or breach of service provisions.

But just like Zak.

We've been ignored.

We have not received a response from NAPIT. So if they don't care, we wondered should we?

But we do.

Because with a shortage of heat pump installers in the United Kingdom, and recent examples of poor quality or ill advised installs, it's imperative we have a robust fair and two way support structure to encourage and support the industry.

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Between the actual people who do good work, making our heat clean, and those people who administrate, accredit and police the system.

With membership schemes and accreditations costing installers, the real heroes of installation work, thousands of pounds a year, they also have a right to good service, prompt communication and being treated with some respect.

Not surveilled, bullied or coerced into a position which we have discovered - that installers are fearful of calling the system out for fear of retribution.

Whilst there is no suggestion that NAPIT are anything other than inept, the element of fear appears to be widespread amongst installers trapped in accreditation limbo.

NAPIT - MCS - UKAS

As no one was able to speak to us from NAPIT. We decide to start at the top of the tree. UKAS. The United Kingdom Accreditation Scheme. Why did we start there?

We could have started with MCS (Microgeneration Certification Scheme - Service Company Limited). But we wanted the mothership principles, the law from the top, the big cheese input.

The reason behind this research, is that it transpires that other accreditation auditor and inspectors where drawing the anger of installers.

Who ultimately blame the MCS for their problems.

But what if the point of weakness here, not just in Zaks case, is the intermediaries not MCS but the commercial enterprises that earn money from the inspection process?

UKAS - The UK Accreditation Body - Creating Confidence

The United Kingdom Accreditation Service (UKAS) assess and accredit organisations that provide certification, testing, inspection and calibration services.

UKAS

The UKAS team told us they were concerned about the problems we described to them, and reminded us of the Whistle Blower legislation in place here in the UK.

They said;

"UKAS takes concerns over the performance of accredited organisations very seriously and will act on credible information that is brought to its attention."

But here's the rub. That means that MCS might be getting a rough deal from the service NAPIT is providing members, let's call them 'customers' like Zak.

Let's get to MCS:

MCS is a standards organisation. We create and maintain standards that allows for the certification of products, installers and their installations. Associated with these standards is the certification scheme, run on behalf of MCS by Certification Bodies who hold UKAS accreditation to ISO 17065.

Now we think that MCS has quite a tough gig.

They have to enforce the standards, police the accreditation process, help oversee the development of not just one sector but multiple, all on a shoe string budget.

So it could be a bit of stretch to make a comparison between the Gas Safe scheme and the roles and responsibilities of MCS.

However. MCS do have a right to be provided with the correct level of service and support they have proscribed from organisations like NAPIT.

And installers. The MCS wants more installers, so is NAPIT the best organisation to support the MCS ambitions?

Zaks Story - So Far

Zak is by all accounts a canny man. He's generated enough of a stink to get his story noticed by us, UKAS, MCS and we think, but we don't know - NAPIT.

But who can blame him.

With a £10k project out on a limb, that could have severely dented his business.

As of today - Thursday 24th April, Zak has had information from NAPIT that he's being pencilled in for an inspection and can still operate as an MCS registered installer.

Enforcement With Impunity - Policing By Consent

Taken action against people who haven't done anything wrong. Is not the work of a credible organisation. We're not talking about United States ICE agents. We're talking about he friction that is in place in accrediting & installers in the UK.

Taking unjust, or unjustifiable action, after administrative errors.

Is the sort of thing that autocrats do.

We'd like to see the appeals process from NAPIT, which it says in Zak's letter you have to apply for. How easy might it have been to extricate himself from a suspension?

And as for the language, I thought assessments might be stressful enough but a "surveillance visit". That's the language, small men in uniform and with tiny guns use. But in this case, the pen is mightier than the tiny gun.

For now.

You can't act as the police in this country without the support of the community. One of the 9 founding principles of the original plan from the man himself Sir Robert Peel, was that police. "Police with with consent of the public".

You can't police without broad, community support.

And at the moment.

NAPIT will be of losing both the support of the community they accredit (or surveil according to them) because installers are unhappy. And their bosses...

I wonder what chatter will be happening at MCS this week about the case?

Because this balls up is about as necessary as a global trade war.

If you have a concern about a scheme you are participating in, you can contact us directly. In confidence. If you are working in an organisation and you provide information about wrong doing, negligence or cartel behaviour, you are legally protected by the UK whistleblower legislation (PIDA 1998) and your information will be treated by us with the strictest confidence.

Don't suffer in silence.