NetRet Group Limited is an independent certification business providing a portfolio of consultancy and audit management processes to enable client companies to meet the required management systems and controls to apply for scheme certifications such as Trustmark. We focus on the construction and ancillary sectors regarding decarbonisation of houses and commercial dwellings.
We operate under the direction of the Directors who will be responsible in ensuring that NetRet Group Ltd are in compliance with the guidelines set out by the scheme providers as well as ensuring that our procedures are administered in a non-discriminatory manner.
Payments and Fees
To progress to certification 100% of the invoice costs should be settled.
TrustMark (License Plus) certification starts at £TBC + VAT.
On agreement of terms for delivery NetRet Ltd will be in touch with your appointed payment person. Please provide us with the best person for our accounts/finance department to get in touch with.
Our QuickBooks Invoicing system makes it simple to make your payments. Should you need to make your payment manually please follow the instructions below:
All payments should be made to:
Account Name: NetRet Group Ltd
Account Number: 38414791
Sort Code: 60-20-23
Credit Card Payments or Online Payments
If you wish to use a credit card system, we can organise a payment through our QuickBooks online booking system. Your credit card provider may charge you for this service.
Cooling off Period
As long as an assessment has not been confirmed or began (if so refer to our Cancellation Policy), you can cancel this agreement within 14 days under our cooling off period and you are entitled to a full refund.
Post 14 days and if you have not booked in or begun the assessment process and decide not to proceed at this stage, we will hold monies within credit ready for when you do wish to progress your application for certification.
In the event of a dispute or as a result of an unsuccessful application, you have the right of appeal. The appeal must be sent to the NetRet Group Ltd to review.
NetRet Group Ltd’s procedure for complaints, disputes and appeals can be made available on request.
Follow link for all our general policies.
Safety is important to us and we ask that you tell us about safety requirements prior to the initial visit.
Should protective equipment be required then you must supply it to us for the purposes of our work at your premises.
The client will inform us in writing, without delay of matters effecting the capability of the managements system to continue to fulfil the requirements of the standard used for certification.
These include, for example
Circumstances Beyond our/your Control
NetRet shall be relieved of liability should either or both parties become unable to carry out their obligations as a result of any matter beyond their reasonable control and which was not to be reasonably foreseen.
All information obtained by either party as a result of our mutual involvement in the certification process shall be held as confidential and not disclosed to any other party unless required as part of the certification process and agreed by both parties.
This confidentiality undertaking shall continue for 90 days after termination of this agreement.
Assessment & Certification Requirements
Logo and Certification Icon
Rules governing the use of the NetRet Group Ltd registration mark and certification icons will be issued with the certificate and must be complied with
Complaints and Feedback
We have a customer compliant policy in place and being a customer focused organisation, your feedback is exceptionally important to us.
Any complaints should be raised immediately with our head office team so they can log your complaint and appropriate actions will be followed up.
We ask that every client completes our short post service feedback form to help us identify areas of improvement.
Follow link Complaints Procedure
TrustMark (Licence Plus) Fees and Charges
Separate quotations are provided for the various stages of certification which will include:
Increase of scope
In the event of the client cancelling any planned visits within 30 days of the appointment the full amount will be payable
Following a satisfactory assessment, technical inspections, verification of the assessment report, and completion of any corrective actions, we shall issue a certificate, which is valid for one year.
Subsequent yearly certificates are issued subject to continued satisfactory performance being achieved through surveillance assessments, which shall be carried out on 1-10% of your installations.
If a major non-conformance is found during the initial assessment process a recommendation for certification shall not be made until either corrective action has been verified by a site visit (which may be chargeable) or appropriate documentary evidence of corrective action has been submitted and approved by us.
If a major non-conformance is found during surveillance assessment you shall be required to carry out corrective action within an agreed timescale, which shall normally be no greater than 21 days following the assessment.
Where there are a high number of non-conformances (i.e. more than 5), there will be additional charges to review these due to the time it takes for additional assessment.
Non-conformance is the absence or failure to implement and maintain one or more requirements of the reference standard under assessment.
There are two grades of non-conformance:
The absence or failure to implement and maintain one or more requirements of the management system reference standard, or a situation which would, based on objective evidence, raise significant doubt as to the capability of the system to achieve the policy and objectives of the system.
A major non-conformance would also be raised if the organisation breached a legal requirement.
Certification shall not be granted or continued to be certified until all major non-conformities have been corrected and the corrective actions verified.
A vague or unrevealing element of the management system, which may result in a small discrepancy that could be corrected with minimal organisational, operational, or technical change and within a reasonable time frame, (as opposed to a major non-conformance where the facility has not addressed or adequately addressed the criterion).
TrustMark Surveillance Visits Agreement
It is part of the Licence Plus requirement that Surveillance Visits commence as soon as your initial certification is granted. These are calculated as a % of your total number of installs; which will be between 1-10% dependant on your score.
These have to be completed before your next yearly head office assessment.
As part of your certification agreement, you must:
Special Assessment Visit
We reserve the right to make an additional chargeable Special Assessment Visit in the following circumstances:
Any applicants wishing to gain TrustMark registration are advised to read their downloadable guidance found via this link to ensure the scheme requirements are fully understood. Please note all applications will be audited against its standards to confirm compliance before registration is granted:
Any installer who does not declare their outstanding Technical Monitoring fails during the application process, runs the risk of being automatically removed from the TrustMark scheme.
Installer of Interest Assessment Plan
Where there is an occasion that TrustMark have highlighted a high percentage of fails via their Technical Monitoring we reserve the right to move the organisation onto our “Installer of Interest Assessment Plan”.
We have designed this programme to provide Installers who have been identified as problematic with a chance to improve so that they can retain certification if they demonstrate improvement, rather than move to an immediate removal of their TrustMark registration.
Once we are satisfied that the Installation Organisation has demonstrated a change in their procedures to address the root cause to reduce risk, they will be moved back onto our standard surveillance programme.
Customer Complaints about your Organisation
If we receive a complaint about your organisation, we have a process in place that will need to be followed:
As part of your certification agreement, we reserve the right to:
TrustMark (Licence Plus) Certification Agreement
How Long Certification Takes
There are many factors that impact the certification timeline, these are largely on our customer side as we have set timeframes that we work within that ensures we provide the excellent customer service and to manage your expectations.
The time frames are detailed below:
The above time frames will be longer for the following reasons:
Use of our Mark of Registration
NetRet Group Ltd have the right to exercise the control the use and display of licenses, certificates, marks of conformity, and any other mechanisms for indicating a product is certified.
Incorrect references to the certification scheme, or misleading use of licenses, certificates, marks, or any other mechanism for indicating a product is certified, found in documentation or other publicity, shall be dealt with by suitable action.
A document explaining the use of certificates and logos is issued along with the certificate.
Head Office Assessment and Technical Inspections
For initial certification or a scope extension, technical inspections MUST be conducted within 90 days of the head office assessment to ensure that the validity of the assessment is maintained for the chosen measures.
Where the technical inspections have exceeded the 90 day period from the head office assessment, the head office assessment will need to be repeated and is chargeable to the installation organisation.
Termination of Agreement
Both parties shall have the right to terminate the agreement at any time by giving three months’ notice in writing, or immediately should:
Suspension or Withdrawal of Certification
The Certificate may be withdrawn or suspended for any of the following reasons
In the event of withdrawal or suspension of certification the customer shall discontinue any reference to their certification across their platforms.
The customer shall return all certification documentation to our offices.
NetRet Group Ltd will make public to all interested parties the status of the certification.
NetRet Group Ltd Limited is an independent certification body for PAS 2030, BIM, Quality, Environmental and Occupational Health and Safety Management systems to recognised international and national standards.
We operate under the direction of a Governing Board in compliance with ISO 17021, ISO 17065 and associated EAC Guidelines and our procedures are administered in a non-discriminatory manner.
1. Scope and Competency of Certification Bodies
NetRet Group Ltd shall undertake certification activities of only those PAS 2030-related EEMs in relation to which it has been accredited in accordance with BS EN ISO/IEC 17065.
2. NetRet Evaluation of Installation Process Management
3. Retrofit Installer General
You the Retrofit Installer agree that your procedures and processes ensure that:
4. Assessment and Certification Requirements
These conditions are binding on both parties, and you must advise us if you are struggling to meet our conditions so that we can review, support you and take the necessary actions.
5. Terms & Definitions
For the purposes of this PAS, the terms defined in BS EN ISO/IEC 17065 and PAS 2030 together with those provided in this clause, apply.
6. Logo and Certification Icons
Rules governing the use of the NetRet Group Ltd registration mark and certification icons will be issued with the certificate and must be complied with.
7. PAS Certification & TrustMark Registration Fees
Separate quotations are provided for the various stages of certification which will include:
NetRet ensures all Contractors who provide Retrofit Energy Efficient Measures, in accordance with PAS 2030:2019 have a risk rating assessment dependent on the measure itself. Under the current and most relevant PAS, using an approved system, NetRet calculates the overall risk for site surveillance requirements.
Note: Cancellation of site surveillance with less than 48 hours' notice will incur a day rate charge of £500. Your change of date will be included in the charge.
Increase of Surveillance Visits
Refer to table (inspection rates by tier) page 6
Extension of Scope
In the event of the client cancelling any planned visits within 30 days of the appointment the full amount will be payable.
This shall be done by audit of retrofit installer records and standard procedures and processes, taking account of the number and scale of retrofit installer activities (e.g. number and geographical spread of offices, number of installation operatives and range of measure applications). NOTE Compliance with the requirements of PAS 2030 implies knowledge of PAS 2035 as this is referenced in PAS 2030. Therefore, certification bodies should include understanding of PAS 2035 in their audits.
EEM Installation Delivery Evaluation
NetRet Group shall confirm the delivery of a sample of the installation through at-location inspection of pre-installation building inspection activity and of installation activity both during and after completion, in relation to each of the measures for which the installer has applied for certification. This can be on the basis of inspection undertaken by NetRet Group Ltd or inspection already undertaken by another certification body accredited to BS EN ISO/IEC 17065 or an inspection body accredited to BS EN ISO/IEC 17020, that also meets all or some of the requirements of PAS 2031. In the event that the other inspection used does not meet all of the requirements of PAS 2031, NetRet Group Ltd shall undertake direct inspection of the retrofit installer’s activity, in respect of the missing requirements. If, at the time of initial evaluation, the retrofit installer has not undertaken installations claimed to comply with PAS 2030 for the measures under evaluation, the inspection shall be carried out on analogous work or if a suitable example is not available by examination of capability and available competence. Where one or the other of these alternatives are applied, NetRet Group Ltd shall require that the retrofit installer notify it of the first instance of installation of a relevant measure to PAS 2030 and provide opportunity for retrospective inspection and evaluation.
Installation process evaluation
You will allow NetRet at least annually access to the recorded pre-installation building inspections and installation processes in relation to each of the measures for which you are certified, to establish whether those processes and their application comply with the core requirements of PAS2030 and the relevant measure-specific Annex(es) of that PAS 2030.
EEM Installation Delivery Evaluation
NetRet Group Ltd shall undertake at-location inspection of the retrofit installer’s pre- installation building inspection activity and installation activity both during and after completion, in accordance with the schedule provided in 5.2.3 in relation to, and representative of, the range of measures for which the retrofit installer has been certified. Where not otherwise specified, the choice between inspection during or after installation shall be on the basis of random selection but can be influenced by previous non-conformity, complaint or feedback.
NetRet Group Ltd shall select at least five installations at random for each measure type. If it is not possible to visit any of the first five selected installations, NetRet Group Ltd shall select another five at random and the process will continue until the required number of inspections have taken place within the accepted time limit.
Inspection shall be carried out on at least one physical measure of each type registered under certification every 12 months or, if a suitable example is not available, by examination of capability and available competence. Where one or other of these alternatives are applied, NetRet Group Ltd shall require that the retrofit installer notify it of the first instance of installation of a relevant measure to PAS 2030, providing opportunity for retrospective inspection and evaluation.
If the installer still has no PAS 2030 work for a particular measure after a second consecutive certification cycle, NetRet Group Ltd shall consider withdrawal of certification for that measure. Such action shall be considered on a case-by-case basis and a decision to continue certification shall be justified and recorded.
This will be of at least five installations at random for each measure type. (Unless otherwise determined by the NetRet Risk Matix). If it is not possible to visit any of the first five selected installations, NetRet shall select another five at random and the process will continue until the required number of inspections have taken place within the accepted time limit. (As determined by the NetRet Risk Matrix)
NOTE 1 The risk assessment may be conducted more frequently than the surveillance cycle in 5.2.4 subject to a minimum period of three months between risk assessments.
NOTE 2 The determination of inspection rates is not dependent on the version of PAS 2030 to
which the retrofit installer has been certified.
You will allow these inspections for each measure type registered under certification every 12 months.
NOTE Certification bodies may undertake such inspection directly through the use of their own resources or through the subcontracting of an inspection body accredited to BS EN ISO/IEC 17020 or BS EN ISO/IEC 17065.
Installation Delivery Evaluation Schedule
If the retrofit installer has been certified for less than one surveillance cycle, the inspection rate shall be the standard inspection rate for the relevant measure tier in Table 3. At the conclusion of each subsequent surveillance cycle the risk assessment Table 1 shall be used to determine a risk score for the retrofit installer. The total risk score from Table 1 shall be used in conjunction with Table 2 to identify the inspection rate. The inspection rate from table 2 will be applied to each measure tier via Table 3 to identify the percentage of
inspections to be carried out for each measure subject to a minimum of one inspection per included measure.
You will allow NetRet to undertake at-location inspections of the retrofit installer’s preinstallation building inspection activity and installation activity both during and after completion, in accordance with the schedule provided in relation to, and representative of, the range of measures for which the retrofit installer has been certified.
If the Retrofit Installer still has no PAS 2030 work for a particular measure after a second consecutive certification cycle, then NetRet will consider withdrawal of certification for that measure.
NetRet will be based on a case-by-case basis and a decision to continue certification shall be justified and recorded.
NetRet are allowed to undertake such inspections directly using their own resources or through the subcontracting of an inspection body accredited to BS EN ISO/IEC 17020 or BS EN ISO/IEC 17065.
The determination of inspection rates is not dependent on the version of PAS 2030 to which the Retrofit Installer has been certified.
NetRet and the Retrofit Installer agree that the surveillance evaluation of each type of certified EEM installation process and delivery shall be undertaken in surveillance cycles of approximately 12 months but not exceeding 16 months from the date of certification or the previous surveillance evaluation.
Examination of pre-installation building inspection and/or EEM installation activity at the building in which installation is to be, is being or has been, undertaken, either before, during or after its undertaking.
NOTE This inspection will be at a level of detail sufficient to assess compliance of the installation with the relevant requirements of PAS 2030, and in conjunction with evaluation of the installation process used.
The installation process management
You agree as a Retrofit Installer to provide NetRet with the address and all relevant details of all properties where a (PAS compliant) measure will or has been installed and shall maintain a reord of a minimum of guarantee period for the specific measure.