What is a HIP?
A Home Information Pack is a collection of documents related to the sale of a property. It is put together in a pre-defined and consistent manner by HIP providers. A HIP provider is any person or organization that chooses to call themselves a HIP provider. The list of documents included in a HIP is quite long, but the most important ones are the INDEX, the EPC, the SALE STATEMENT, EVIDENCE of TITLE and standard SEARCHES. The contents of a HIP are set down in the Home Information Pack Regulations 2006. For more detail please refer to www.homeinformationpacks.gov.uk.
How does a HIP come about?
A Home Information Pack is needed when any domestic property in England or Wales is marketed for sale. It is commissioned by the seller of a property, or their agent.
When do I have to provide a HIP
The HIP including the EPC must be shown or given to anyone expressing an interest in purchasing the property from when it is first placed on the market
What is an EPC?
An EPC is a document which expresses the calculated energy efficiency of a premises. This is expressed as an A to G rating - called the Asset Rating. An Energy Assessor will inspect the property to gather the information about its fabric and services. This allows the calculation to be performed by computer.
How is an EPC used?
An Energy Performance Certificate is part of a Home Information Pack. It can also be a stand-alone document if required. An EPC must be supplied to a tenant when a new tenancy agreement is completed.
How does an EPC come about?
It is can be commissioned by a seller of a domestic property, a landlord renting a property to a new tenant or their agent from an accredited Energy Assessor who inspects the property to gather the information needed in order to prepare the EPC.
Why was the EPC Introduced?
Energy Performance Certificates have been introduced as a result of European law. Buildings are major consumers of energy. Approximately 40% of final energy consumption is in the building sector. By improving the energy efficiency carbon emissions from buildings could be reduced by 22%. This will aid the European Union in obtaining its climate change objectives.
Why do I need an EPC?
The EPC allows householders to see how they can make their home more energy efficient It will also show how much they can save on their energy bills by implementing the recommendations within the EPC.
So what are the Landlords obligations?
An EPC will be needed the first time the property becomes available for rent after 1st October 2008. You will not need one where there is a sitting a tenant. Each new tenant you will need a copy of the EPC. If a relevant change is made to the property then a new EPC will be required.
Who carries out an EPC?
The EPC must be carried out by a licensed Domestic Energy Assessor (DEA). To become licensed the DEA must obtain the government accredited qualification and then join a government accredited professional body. The Energy Performance Certificate will have the DEA’s name and accreditation number on it and be registered on a central database held by the DEAs accredited professional body.
How is an EPC carried out?
A Domestic Energy Assessor will visit the property looking at various aspects of the properties build including the age and construction, heating systems, loft insulation etc. The assessor will need access to all parts of the house including the loft, airing cupboard, boiler and electricity meter. The inspection will take approximately 1 hour where by all the necessary data is collected. The energy assessor will then produce the EPC in the office which will be sent to the client or agent.
It is preferable for the vendor to be present during the inspection else the assessor will need to ask some questions by telephone prior to inspecting the property. Please note that the assessor will not enter a house where only children or teenagers are present.
How long is an EPC valid for?
The Energy Performance Certificate is technically valid for 10 years. However, on the day a property is marketed for sale, the EPC can be no more than 12 months old.
Who can see the EPC?
Permission to view the Energy Performance Certificate by prospective buyers or estate agents must be given by the owner of the Home Information Pack.
What if the rating is low?
A low rating will simply indicate that the home could be more energy efficient. A number of recommendations to improve energy efficiency will be identified. It is entirely up to the home owner whether to implement the recommendations or not. By implementing these recommendations the home owner could not only increase the rating but also save money on energy bills.
What is SAP?
SAP stands for Standard Assessment Procedure. This is a procedure for measuring the overall energy efficiency of a property. It was introduced in 1994. The SAP is an energy running–cost label for the property, and is similar to the label we have seen for years displayed on new fridges and freezers.
What is a DEA?
A Domestic Energy Assessor (DEA) inspects domestic properties, examining, measuring and recording many features of the properties, which will, collectively, enable an EPC to be prepared. The DEA will have been fully trained to carry out these tasks and will be accredited by registering with an approved Accreditation scheme in order to practice.
What is a DEA Accreditation Scheme?
Accreditation schemes ensure that the public know that the surveyors working in their home can be trusted and will operate in a professional manner. Every DEA or Home Inspector must register with an approved Accreditation scheme. The scheme will ensure that members are qualified and operate within a code of conduct. The scheme is required to carry our criminal record checks on its members. Accreditation schemes ensure members have indemnity cover and that the quality of energy assessments is maintained. If members of the public should have a complaint, which cannot be resolved by the Energy Assessor, the Accreditation body will be able to resolve this.
Once an EPC has been produced it is lodged with the central Government register. Only approved schemes can do this.
How do I make a complaint?
Complaining to Cornish Energy
If you're unhappy with our service, get in touch with us and tell us about the problem. Give us the chance to look into your complaint. In most cases, we should be able to sort things out for you.
Here are some hints to help you complain effectively - and details of what to do next if you remain unhappy. The Financial Ombudsman wrote these tips.
- Try first to contact the person you originally dealt with. If they can’t help, say you want to take matters further. Ask for details of the official complaints procedure and find out who will be handling your complaint.
- It’s usually best to put your complaint in writing. If you phone, ask for the name of the person you speak to. Keep a note of this, with the date and time of your call – and what was said. You may need to refer to this later.
- Try to stay calm and polite, however angry or upset you are. This will help you to explain your complaint as clearly and effectively as possible.
- If you are putting things in writing, write "complaint" at the top of your letter. And make sure you include important details like your customer number or your policy or account number.
- Keep your letter short and to the point. Set out the facts clearly and in a logical order. Say why you're not happy and what you want the business to do about it. This will make it easier for them to look into the problem and sort things out.
- Enclose copies of any relevant paperwork that you believe backs up your case. Keep a copy of any letters between you and the business. You may need to refer to them later.
Our Procedure
The procedure we shall follow is as follows. If a complaint is made then details of the complaint are noted down on a complaints form. A copy is retained by Cornish Energy and a copy is retained by the person making the complaint (the complainant).
On re-visiting the complaint, we will gather as much information about the matter as possible before coming to offer a solution. If the matter is complex a timetable is set for the investigation of the matter, which include interviewing people involved, checking files, notes and records held. If the matter takes more that 48 hours, the complainant should be kept informed of progress.
In considering the nature of the complaint, the following principals should be up-held.
- Every complaint should be dealt with as a priority.
- The situation is looked at from the point of view of the complainant.
- A sense of proportion should be achieved. There is no point getting worked up about £5.
- Best practice or common practice should be applied as appropriate to the profession.
- There should be recognition of what laws may cover the situation.
- There could be a scale of self-imposed compensation for common failures.
- There needs to be recourse to an unbiased third party.
Once the investigations have been completed we will report these findings back to the complainant and if the complaint was upheld recourse could be discussed. Once an agreement has been reached, the final outcome should be documented and copies signed by both parties.
If the complaint had not been upheld and the complainant was not satisfied the procedure allows for an appeal to the accreditation agency which is NHER/SAVA.
COMPLAINTS FORM
Date ------/--------/-------
Complainant’s Name -------------------------------------
Address -------------------------------------
Address -------------------------------------
Post Code -------------------------------------
Name and contact details of my accreditation agency.
SAVA
National Energy Centre
Davy Avenue
Milton Keynes
MK5 8NA
Action which caused complaint :
Date it occurred ------/--------/-------
Who it involved ----------------------
Description of what happened to cause the complaint
The complainant’s suggested/preferred outcome or resolution.
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