How to complain about Home Energy and Lifestyle Management Ltd (HELMS)

This page explains how to complain about a Green Deal loan and green home improvements you were sold by Home Energy and Lifestyle Management Ltd (HELMS). 

There’s a different complaints process if you want to complain about a different Green Deal provider. 

It’s worth complaining because you might be able to get:

• your Green Deal loan written off

• reduced Green Deal payments

• a refund of some of your Green Deal payments

• a settlement figure - an amount you pay to cancel your Green Deal. 

Your complaint could also be rejected but you can reduce the chances of this happening by getting help from your local Citizens Advice Bureau. 

Who you should complain to

You can't complain to HELMS because it's out of business. 

You can complain to the Department for Energy Security and Net Zero (DESNZ). DESNZ is the part of the UK government responsible for Green Deal.

DESNZ might not accept your complaint. This is because there is often a time limit on how long you have to complain.

If you need more advice, speak to an adviser at your local citizens advice bureau as soon as possible. They might have other clients in a similar situation because the Green Deal was often sold to lots of people in the same area. 

How to write your complaint

You'll need to put your complaint in writing and be clear about what your problems are and how you want things put right. Our advice can help you identify how HELMS might have scammed you. 

To help you to understand what’s happened and write your complaint, you should: 

• gather paperwork - including Green Deal statements and product warranties

• make notes about calls or meetings with HELMS salespeople - write down what they said or didn’t say about your home improvements and the Green Deal. You can also write down what you thought and said to them

• make a timeline of events - this can help you remember what happened

• take pictures - for example, of faulty or damaged home improvements.

Next you should write down your complaint. Make sure you include:

• what HELMS sold to you - include your Green Deal plan ID and information about the home improvements that were installed

• what HELMS did wrong - write down what they did or didn’t do that they should or shouldn’t have done

• the effect on you - for example, financial loss, inconvenience, stress or hardship. Include any relevant personal circumstances, like your age or health conditions

• what you want to happen - explain how you would like DESNZ to put things right

• evidence - for example, copies of letters, emails, Green Deal paperwork, other credit agreements, feed-in tariff paperwork, invoices or receipts. 

What you want to happen will depend on your circumstances. You might want to ask for:

• reduced Green Deal payments 

• a refund of past payments

• your Green Deal to be written off

• compensation. 

You’ll need to build your complaint and set it out in writing. Use our template letter if you’re writing to DESNZ 26.5 KB . 

It’s important to be as clear as possible. You can ask your local Citizens Advice Bureau for help with writing your complaint. 

Complaining to the Department for Energy Security and Net Zero (DESNZ)

You can post or email your complaint to:

Green Deal Team

6th Floor

1 Victoria Street

London

SW1H 0ET

Email: gdconsumers@beis.gov.uk

Keep a copy of what you’ve sent. You can get free proof of postage from the post office. 

Getting a notice of intention

It can take a few months for DESNZ to reply to your complaint. You can phone or email them to check that they got it. 

Once DESNZ has looked at your complaint, you should get a letter called a notice of intention.

A notice of intention is not a final decision on your case. It’s a letter telling you what the government’s initial decision is. You have an opportunity to argue for a different offer. 

It’s important that you read the letter and understand what DESNZ is offering. When you read the letter, you should check: 

• the facts - are the facts and events of your complaint correct?

• what DESNZ says about your complaint - an adviser at your local Citizens Advice Bureau can help you check

• the proposed decision - this is what DESNZ is offering to do about your case. Check the annexes for more detail, like how any reduction has been calculated.

DESNZ might be offering to:

• cancel your Green Deal  

• reduce your Green Deal payment - check the letter for the amount

• refund some of your Green Deal payments

• allow you to pay an amount to settle your Green Deal

• reject your complaint.

You’ll need to consider if the offer is right for you. If DESNZ is suggesting a reduction, refund or settlement, check the amounts carefully. 

Notice of intention letters can be complex and difficult to understand. You can get advice from your local Citizens Advice Bureau. They might have other clients in a similar situation because the Green Deal was often sold to lots of people in the same area. 

Replying to the notice of intention

Once you get the notice of intention, you have 30 days to reply to DESNZ. 

You can:

• accept the offer 

• argue for a different offer - you might want to do this if you don’t agree with the amount you’re offered, the facts are wrong or your complaint has been rejected

• reject the offer and withdraw your complaint.

If you don’t reply, DESNZ will think that you accept their offer.

Getting a final notice from DESNZ

You’ll get a letter from DESNZ called a final notice. This is the government’s final decision on your case. 

The decision might be different from the notice of intention because of the arguments you have made. 

You can:

• accept the final decision 

• reject the decision and appeal - appeals must be made to the First-tier Tribunal within 28 days

• withdraw your complaint - you might want to do this if you have a better offer from the GDFC.

You’ll need to consider if the final decision is right for you. If DESNZ is suggesting a reduction, refund or settlement, check the amounts carefully.

If you’re not happy with the decision, think about whether you’ll be able to pay any costs of appealing. 

You can get advice from your local Citizens Advice Bureau. They might have other clients in a similar situation as Green Deal was often sold to lots of people in the same area. 

Appealing to the First-tier Tribunal

You have 28 days from the date on your final notice letter to lodge your appeal.

Find out more about appealing to the First-tier Tribunal on GOV.UK. You can also read about what happens at a tribunal hearing. 

Think carefully about whether appealing is right for you. 

You can represent yourself at the tribunal or have someone else represent you. This could be a qualified tribunals representative, a solicitor or an advocate. 

There will be costs, including travel and legal representation if you’re unable to get free representation. 

Get advice from your local Citizens Advice Bureau if you’re thinking about appealing to the First-tier Tribunal. 

Settling your Green Deal

If your Green Deal is reduced, you can ask the loan provider how much it would cost to clear your loan by paying a lump sum. This is called a settlement figure. 

If your Green Deal loan is cleared, you’re no longer a Green Deal customer with a Green Deal home. 

This means you:

• don’t have to declare your home as Green Deal - for example, when you rent or sell it 

• stop making Green Deal payments

• can change energy suppliers more easily.