⚠️ Before you proceed, we would ask that you contact the accredited Assessor who completed the EPC/Energy Certificate for you and allow 5 working days for them to respond, before completing this form.

Elmhurst's Role

What Elmhurst Does	What Elmhurst Does Not Do
✅ Provide ongoing support and technical guidance for Energy Assessors accredited with us ✅ Complete regular audits of accredited members to ensure they meet strict compliance standards ✅ Arbitrate complaints by reviewing the work of Elmhurst accredited Energy Assessors independently	❌ Provide EPCs or any other form of Energy Certificate ❌ Directly employ Energy Assessors

Understanding Your EPC...

The EPC can often be misunderstood or misinterpreted. We recommend watching the video below which explains a bit more about them, and may even save you some time, by providing an answer to your complaint/query.

We understand that EPCs and Energy Certificates can sometimes cause confusion. In some cases, you may have a complaint about your certificate, while in others, you may simply have an enquiry seeking clarification or further information.

Knowing the difference can help us direct you to the right support more quickly.

Complaint	Enquiry
A complaint about an EPC/Energy Certificate typically involves concerns about the accuracy, validity, or quality of the assessment provided. This could include issues such as: • Incorrect property details • Miscalculated energy ratings • Failure to follow proper assessment procedures • Dissatisfaction with the assessor’s conduct	An enquiry about an EPC/Energy Certificate is typically a request for information or clarification regarding the certificate or the assessment process. This might include questions such as: • What the energy rating means and how it is calculated • How long the certificate is valid • How the property’s energy efficiency can be improved

 

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Please use this form to submit ALL relevant supporting documents or evidence relating to your complaint. Providing as much detail as possible will help us review and understand the situation more effectively 

Please note: Any additional evidence or documents submitted after completion of this form may not be accepted and could delay the process.

Once your form is submitted Elmhurst's complaints process will commence, as outlined in our Complaints Resolution Procedure. 

To enable us to update you on your complaint, please provide us with your contact details below.

Example Energy Certificate

Please Note For EPCs and Display Energy Certificates (DECs), we may be unable to investigate if either: 1. The certificate has expired (as it no longer exists on the government registers) 2. A new Energy Certificate has been lodged for the same property (as the new Energy Certificate supersedes the previous certificate)

 

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Please submit ALL relevant supporting documents or evidence relating to your complaint using this form. Providing as much detail as possible will help us review and understand the situation more effectively 

A Reminder: Any additional evidence or documents submitted after completion of this form may not be accepted and could delay the process.

Below you will be able to type/enter the details of your complaint as well as upload supporting evidence (photos, snips of correspondance).

Copying Email Correspondance:
We would kindly ask that you do not copy and paste email correspondance into the text box provided below as this may impact the visibility of your complaint once received. Instead, please using a snipping tool or screen shot and upload the correspodance as an image file using the 'Upload Supporting Evidence' Button.

 

Once your form is submitted, our normal complaints process will commence, as outlined in our Complaints Resolution procedure.

 Our investigation into your complaint may take up to 6 weeks to complete.

During this period you may not receive further correspondence from us in relation to the complaint, until the investigation is complete.