Tell me about your business and which region you cover.
I am the … of …, a limited company. I design and install air source heat pumps for domestic customers in England.
The MCS onboarding call, answered
98 questions an assessor asks on the MCS Installer Onboarding call, each with an answer you can say out loud - personalised to your own business. For installers in England.
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Five of the answers
What scheme checks does MCS run on you?
MCS carries out both initial and ongoing checks (IOR) covering my financial performance, insurance status, checks on directors and persons of significant control, information in the public domain, how I treat customers, any previous complaints or legal proceedings, and monitoring of the compliance of my installations.
What is your certified scope specifically?
The design and installation of … air source heat pumps for domestic properties in England, up to … - the heat pump and the wet system. My ASHP qualification is …, so I install … units and do not work on refrigerant circuits. The electrical connection is completed by a qualified electrician the customer arranges separately.
What must you give the customer before they sign?
I give the customer a copy of the Customer Commitment at the first point of contact — MCS requires it that early, not just before signing (CC; IOR). Then, before entering a contract, I provide the pre-sale information and system performance estimate required under MCS 031.
How do you comply with data-protection law?
I comply with the General Data Protection Regulation and all data-protection rules (IOR): collecting only the data I need, storing it securely with controlled access, and informing customers how their data is used — including that their name, address and contact details are shared with MCS for its customer outreach. Managed in ….
The gaps are where your own details go once you have set up your profile.
Questions
What is the MCS Installer Onboarding Call Assessment?+
A short call, around fifteen minutes, that forms part of becoming an MCS certified installer. An assessor asks about your business, your scope, your processes and how you handle customers and complaints. It sits alongside a desk assessment and a site assessment.
How is this personalised?+
You enter your company name, your certification body, your quality management system, your consumer code and how you work, and you pick your operating scenario. Every answer in the guide is then written in your own terms, so you are rehearsing what you will actually say rather than adapting somebody else’s answers.
What is an operating scenario?+
The Installer Operating Requirements group installers into four scenarios, A to D, by the size and complexity of their MCS work. Your scenario changes what is expected of your records, your complaint handling and your supervision, so it changes several answers. Your certification body agrees your scenario with you.
Does this cover Scotland?+
No. This guide is written for installers working in England.
Is it included with your MCS consulting?+
Yes. If you buy the MCS accreditation consulting package, this guide is included at no extra charge. Bought on its own it is £49.99.