Who We Work With

rb&m work with you to create practical policy and strategy to build consumers’ trust in a zero carbon future.

With backgrounds in consumer protection and more than a decade of analysis and assessment of first-hand customer experiences of decentralised energy, we are uniquely well-placed to assist oversight bodies and standards working groups across the clean energy field.

We focus on:

Heat Networks

Renewable Energy installations

Related products: battery storage, EV chargepoints

Government Incentives for Renewable Energy: FiTs, RHI, AoR

Consumer Legislation: CRA, CCRs, CPRs

The rb&m team brings the consumer voice into the development of industry technical standards and consumer information.

We are experienced consumer research consultants  and have worked with clients from Which? to ANEC (the European Consumer Voice in Standardisation). We bring decades of know-how designing and producing quantitative, qualitative and investigative projects, from commissioning major surveys to running focus groups to developing a mystery shopping programme.

We offer a core ‘stress testing’ service’ whereby we assess proposed policy and regulatory change for their potential impact on the consumer experience of low carbon tech.

We inspect and analyse whole processes for fairness and compliance with existing industry rules and consumer protection law.

rb&m design and deliver compliance monitoring strategies for oversight bodies in low-carbon and decentralised energy fields.

We bring our technical experience in a range of low-carbon technologies to consumer research, due diligence investigations, audits and compliance monitoring.

rb&m design and deliver scenario-based training to bring policy-makers and regulators insight into all aspects of consumer protection in the low-carbon sector.

We also turn complex technical material into practical user-friendly guides for industry to assist compliance

And we specialize in translating technical standards and legal rights into plain-language consumer guides.

rb&m are uniquely experienced in working with consumer codes and schemes in the low-carbon and decentralised energy fields, from microgeneration to EV chargepoints, from heat networks to battery storage.

Developing codes

We are practiced in crafting and adapting self-regulatory consumer protection Codes that promote high standards and go beyond what the law requires.

‘Stress Testing’

We offer a core ‘stress testing’ service whereby we inspect and analyse template documents, consumer guidance and whole processes for fairness and compliance with industry rules and consumer protection law.

We examine and test claims against industry benchmarks and our own models

Compliance testing

rb&m design and deliver compliance monitoring  strategies for consumer protection schemes. Our approach is always to seek to help scheme members achieve full compliance and reduce consumer detriment.

Our monitoring programmes assess compliance across the consumer journey, from advertising to after-sales.

We use a range of techniques, from website reviews to onsite audits.

We carry out detailed research on the actual in-situ performance of renewable technologies and the performance estimates provided to consumers.

Promoting compliance:

rb&m design and deliver scenario-based training tailored to the particular audience, be that scheme members, Code administrators, auditors or scrutiny panels.

We design templates and model documents, from contracts to quotes, that enable scheme members to comply.

We produce practical user-friendly guides for scheme members

And we specialize in translating technologies, technical standards and legal rights into plain-language consumer guides.

rb&m provide consumer protection agencies with insights into consumers’ experiences across the whole of the consumer journey.

We have analysed thousands of examples of renewable and heat network contract agreements covering aspects such as:

• mis-selling and fraudulent claims
• complaints
• fairness of contract terms

Heat Networks

Renewable Energy installations

Related products: battery storage, EV chargepoints

Government Incentives for Renewable Energy: FiTs, RHI, AoR

We bring our technical experience in a range of low-carbon technologies to compliance investigations.

We research the actual experience of UK energy consumers, the promises they receive, the performance forecasts given and the contracts struck.

We have developed analysis tools for estimate checking.

Stress testing

rb&m offer a core ‘stress testing’ service whereby we inspect and analyse whole processes for fairness and compliance with industry rules and consumer protection law.

Training

rb&m offer bespoke training material and workshops for agency staff in the issues for consumers in the decentralised and clean energy sectors. More

Information protects consumers

rb&m translate complex technical and legal information into plain-language guides. Guides that equip consumers with the information they need to make an informed decision.

rb&m work with you to improve your compliance with industry standards, codes and the law.

We can help you get it right first time.

Stress testing

We bring our in-depth knowledge of the standards required by regulators, consumer codes and consumer protection legislation to identify what you do well and what you need to improve.

Our ‘stress testing’  covers everything from consumer-targeted technical forecasting tools and methodologies to contract documents and from advertising to suites of guidance material on government-funded incentive schemes.

Performance analysis

We also offer:

• analysis of complaints for systems improvement;
• review of competency in performance estimates
• assessment of contracts in relation to relevant consumer legislation;
• review of guarantees and post contractual obligations

Training

rb&m develop bespoke training material and workshops for your company.

We specialise in scenario-based learning that will show you how the rules and regulations apply in practice.

Consumer information

The rb&m team promotes best practice for consumer information. We help you produce plain-language consumer guides that explain your offer and comply with all regulations.

rb&m support you as you navigate towards a low-carbon future for your community. We have a sound understanding of low carbon technologies and of the consumer experience of district heating, renewables and related technologies.

We help you:

• identify the most appropriate technologies;
• select the best providers of the most appropriate technologies;
• monitor  the consumer experience of delivery
• train your staff  to do all the above
• prepare information for occupants.

Technology reality check

Many local authorities and RSLs are considering the potential of renewables and district heating for their tenants. We can help you identify the potential and pitfalls from both a technical and a consumer perspective.

We work with you to answer questions such as: Are the systems efficient? Are the running costs affordable for those in fuel poverty? What’s involved in RHI Assignment of Rights? What KPIs need to be built into heat networks’ agreements to ensure they take care of residents and protect vulnerable consumers? More

Due diligence

rb&m design and deliver due diligence programmes that enable you to select sound providers. Providers that are not just financially sound, but who are set up to deliver in a compliant manner.

Monitoring compliance

rb&m design and deliver compliance monitoring. We offer a core ‘stress testing’  service whereby we inspect and analyse documents, consumer guidance and whole processes for fairness and compliance with industry rules and consumer protection law.

We carry out detailed research on the actual in-situ performance of renewable technologies and the performance estimates provided to consumers.

Training

rb&m design and deliver scenario-based training tailored to your needs.

The rb&m team offers bespoke training material and workshops on all aspects of consumer protection in the low-carbon sector. We train your staff in compliance monitoring techniques including due diligence investigations, mystery shopping and desk-based and site-based auditing. More

Consumer information

rb&m assist you in turning complex technical material into practical user-friendly guides for your tenants.