How we operate

Last updated 20 August 2026

These are the standards we hold ourselves to across all six trading names. They are written to be checked, not admired — if you find we have fallen short of one, say so and we will deal with it.

Health & safety

We work in occupied homes and on live commercial sites, at height, with gas, refrigerant and electricity. Health and safety is not a document exercise here; it is the difference between an engineer going home and not.

• Every job is risk assessed before work starts, and a written risk assessment and method statement is produced for commercial work.
• Engineers hold the certification the work requires — Gas Safe for gas, F-Gas for refrigerant, and the relevant competence for work at height and in confined spaces.
• We are assessed annually under SafeContractor, an SSIP-recognised scheme, and pre-qualified through Constructionline.
• Accidents and near misses are recorded and reviewed. A near miss is treated as information, not as something to be quiet about.
• Any engineer, ours or a sub-contractor's, can stop a job they believe is unsafe without needing permission and without consequence.

Environmental

Most of what we sell reduces the carbon intensity of a building — heat pumps, solar PV, battery storage, efficient heating and cooling. That does not excuse us from managing our own impact.

• Refrigerant is recovered, never vented. F-Gas recovery is a legal requirement and we record every recovery and disposal.
• Waste equipment is separated and taken to licensed facilities. WEEE, packaging, metals and refrigerant each go to the right route.
• Old equipment is reused or recycled where it can be rather than scrapped by default.
• We plan visits by geography to reduce mileage, which is both an environmental and a commercial point.
• We size systems against measured heat loss and metered consumption. Oversizing wastes both money and embodied carbon.

Quality & workmanship

• Work is designed against measurement, not rules of thumb — room-by-room heat loss for heat pumps, actual roof drawings and half-hourly data for solar.
• Installations are commissioned and the readings recorded. You get a written commissioning report you can hand to a landlord, an insurer or an auditor.
• We install under MCS for heat pumps and solar PV, and are accredited under the Renewable Energy Consumer Code (RECC), which sets the standard for our quotations, deposit protection and workmanship warranty.
• Where something is outside our competence we sub-contract it to someone certificated for it and say so, rather than attempting it.

Customer commitment

• Quotations are itemised, and exclusions are written in plain English on the page rather than hidden in a footnote.
• Where a price genuinely cannot be fixed until something is opened up or surveyed, we say so up front instead of fixing it low and varying it later.
• We do not use pressure selling, same-day discounts or manufactured deadlines. A quotation stays valid for the period stated on it.
• If we cannot help, or you are outside our area, we say so on the first call.
• Complaints go to a named person and are answered. Under RECC you also have access to an independent dispute resolution route for renewables work.

People & equal opportunity

We recruit and promote on the ability to do the job. We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Building services is not a balanced industry and saying the right thing does not change that on its own. We support apprenticeships and route training through Qualis Greentech Academy, because the shortage of certificated heat pump and solar engineers is the practical constraint on the transition.

Modern slavery & supply chain

Modern slavery has no place in our business or our supply chain. We are below the £36m turnover threshold at which section 54 of the Modern Slavery Act 2015 requires a published statement, so this is a statement of position rather than a statutory one.

• Every worker's right to work in the UK is verified before they start.
• Everyone is paid at least the National Living Wage, directly into their own bank account.
• We buy equipment through established UK distributors and manufacturers who publish their own statements.
• Sub-contractors are expected to hold the same standard, and we will end an arrangement where they do not.

Data protection

How we handle personal data is set out in full in our privacy policy. In short: one company, one controller across all six trading names, no selling of data, and no marketing to non-customers without consent.

Asking for the documents

If you are pre-qualifying us as a supplier and need the underlying documents — the full health and safety policy, RAMS templates, insurance schedules, certification, or a completed PQQ — email hello@nord-group.co.uk. We will send a compliance pack, usually the same working day.