Welcome to the HERO Contractor Training Hub. This section contains all eight foundation training modules for contractors registered with the HERO One Stop Shop programme.
Work through each module in order, watch the recorded presentation, and complete the short knowledge check before moving on. These modules cover everything you need to deliver retrofit projects confidently within the HERO model – from understanding the homeowner journey to grant administration, data protection, and marketing your services.
Module: The OSS Customer Journey [15 min + Short Quiz ]
Delivering a retrofit project is about more than the technical work. This module walks you through the complete homeowner journey within the One Stop Shop model – from the moment a homeowner makes an enquiry to project completion and aftercare.
You’ll learn how to set clear expectations at each stage, what your responsibilities are throughout the process, and how a strong customer experience drives referrals, loyalty, and business growth.
Module: Roles and Responsibilities within the HERO Model [15min + Short Quiz ]
This module explains how the HERO service partnership model works in practice and where you fit within it. Part one covers how a standard One Stop Shop is structured.
Part two explains how the HERO model operates differently – what REIL provides (OSS framework, grant administration support, quality assurance, IT systems, and operational guidance) and what remains your responsibility as the delivery contractor. You’ll also learn the role your mentor plays and how to escalate effectively when you need support.
Module: Quality Assurance and Compliance Fundamentals [20 min + Short Quiz ]
Quality assurance is a shared responsibility – and your site practices directly affect REIL’s OSS accreditation and your continued participation in the scheme.
This module introduces the governing technical standards (DTSS), the three QA checkpoints applied to every project, how audits are conducted, and what happens when issues are identified.
You’ll come away with a clear understanding of your documentation responsibilities and the behaviours that keep projects audit-ready from day one.
Module: Grant Administration Process [25 min + Short Quiz ]
The SEAI grant process has specific rules, timing requirements, and documentation standards that every HERO contractor needs to understand.
This module gives you a practical, step-by-step walkthrough of the grant application and drawdown process as it operates within the OSS model – from checking eligibility and submitting via the SEAI portal, to uploading completion documentation and understanding how payment flows. It also covers what to expect during a SEAI audit.
Module: Introduction to OSS IT Systems [15 min + Short Quiz ]
Accurate digital record-keeping is a core requirement of OSS delivery – it underpins grant administration, quality assurance, and audit readiness.
This module provides an orientation to the IT tools and workflows you’ll use to manage projects, submit documentation, and track progress within the HERO platform. More detailed system training will follow as platform features are rolled out, but this module gives you the foundation you need to get started.
Module: Data Protection Training [10 min + Short Quiz ]
As a HERO delivery contractor, you’ll handle personal data belonging to homeowners throughout every project – in emails, documents, photographs, and digital systems.
This module explains what counts as personal data in the OSS context, what your legal responsibilities are, and what good data protection practice looks like on site and in the office. It covers how to handle homeowner information securely, how to recognise a potential data breach, and what to do if one occurs.
Module: Marketing & Regional Lead Generation [15 min + Short Quiz ]
Sustainable retrofit delivery depends on a steady pipeline of the right homeowners. This module equips you with the knowledge and tools to generate, manage, and convert leads for whole-home retrofit projects within the OSS model.
You’ll learn how to define your target homeowner profile, leverage SEAI grant awareness and credit union financing as demand drivers, meet the minimum digital presence standards required under the HERO model, and manage your pipeline through the OSS CRM system.
Module: Regional Credit Union Partnerships as a Channel [15 min + Short Quiz ]
Regional credit unions are an emerging and strategically important channel for homeowner finance within the HERO model. This introductory module explains why credit union partnerships matter for contractor growth, outlines the main finance routes available to homeowners, and – crucially – clarifies the boundary between what you can discuss and what falls outside the contractor role.
You’ll leave with practical scripts for talking to homeowners about finance without stepping into financial advice territory, and an understanding of how this channel will develop further during the programme.