HSEnergy Residential Omdömen 

Update - 16th Feb . Downgraded my review - Inverter replaced, same fault. Its now almost 6 months without my batteries which I paid a lot of money for. I don't understand why this cannot be fixed, sounds like the system is not fit for purpose. I am waiting for a plan and compensation for the extra grid energy used due to no batteries available. The customer service team have been keeping me in the loop but the issue persists.

Update - 22nd Dec. System has now the same fault! HSE contacted and are seeking an RMA on the Solis Inverter. Won't happen until after the holidays.

UPDATE - 18th Dec. HS Energy have now solved the issues, installed the batteries in a rack and replaced a faulty one. The office staff and engineers were very helpful and kept me updated with what was going on. It did take a little longer than I expected to get the battery fault sorted but its now working. I shall be monitoring the system and hopefully there will be no further issues.

The Solis inverter is poor. It does not integrate with the SolarEdge inverter and I have had a few issues when updates have been applied to the inverter that overwrite the settings that allow grid charging of the batteries. The installation is untidy with the Pylontech batteries installed on their ends (not in a rack like they are designed to be. Cabling was run in my gutters, but HSE did come back and reroute into the roof/loft. Currently I am having issues with the batteries not charging, which has not been fixed yet. They stopped on 16th Sept and I was not aware for a couple of weeks until I looked at the app and saw alarms. I rang HSE who did updates and eventually sent out an engineer on 10th Nov. He said it was fixed but an hour after he left - same fault. I called again and was informed that they will send and engineer out on the 1st December.
I'm not happy with the service and how long it takes to get things fixed. Needless to say I am out of pocket with having to use more grid power.

Support phone answered immediately and Leo listened and patiently resolved the issues while on the phone. Clear and concise instructions and what a breath of fresh air talking to a person rather than a bot. Thank you

Fast & helpful response!
App stopped working; a quick phone call handled by the excellent Lili had the problem solved within minutes. Very happy customer here :-)

Regarding the difficulties we have had with our inverter we have had a fantastic & helpful response from H.S. Energy and they have pulled out all the stops to get a final result for us Leo Edlin has gone far and beyond to help us out in every way possible and to achieve a final positive result. Also i would like to mention Lili Long for starting the process off and helping us along the way

The technical support team were responsive and helpful, guiding me through a complex update

We used this company as part of a scheme run by Kent council to install solar panels and a battery. Although they were very busy with all the orders generated under the scheme they managed to deliver a great system coupled with a good customer service experience.
The only issue we had was with poorly fitted bird netting which was quickly resolved without any fuss!
Recently I had cause to contact them again with regards to installing batteries at my daughter’s house. I spoke to Jordan and was impressed with his verbal response and his very quick email with regards potential costs.
Would recommend based on our experience.

I had an issue with my hot water diverter and needed some advice this morning and Lili was great - easy to access the technical support; communication with Lili was easy; she gave good simple instructions for me to fix the problem.
I have not had to call HomeSmart since early days after installation, but every time there is a helpful positive interaction with staff.
Much appreciated!

I am constantly impressed by your fantastic customer service . We have been with you now for around 4 years and had the odd technical issues but nothing major . Your ability to give helpful advice and solve a problem and send out help when required is extremely good . Today I called and spoke to Leo to explain a problem I'm having with a cat charger installed and he was helpful,polite and is arranging an engineers visit asap . Thanks HS energy for your help and quick response a comforting example of great customer service and support when things go wrong

Both the admin and technical personnel were helpful and efficient and sorted my problem fairly quickly.

Very fast response to a question I had regarding a battery storage system I had installed over a year ago now. Also, the answer I got worked!

Lili at HSE, and her colleague who answered the phone initially, were both very helpful and efficient.
I had my solar panels fitted 5 years ago, and I am not technically minded at all. So, I had forgotten some key facts.
They answered a list of questions from me promptly and politely.

HsEnergy installed a good hybrid solar system, 2 years ago.
Which is working brilliantly and helps to keep the bills down.
I had an issue on the app which showed a massive spike in power.
I reported to the support team and Lili was able to sort the problem and remove the dodgy data.
Glad I chose HSEnergy for my solar.

We had a new router and had problems changing the password on the inverter for our sola panels. Lili from this company sent us detailed instructions and we were able to reconnect our inverter.

As other reviewers have commented we too had a new modem fitted and so lost our Fox Cloud App. Lili Long was most helpful and when we could not reconnect using the instructions sent by email, talked us through the whole process with clarity and patience.

Needed to change my system to used cheap overnight energy. Looking at videos it seemed too complex so HSenergy did it remotely for me. Excellent. What more could you ask for.

HSEnergy installed our Solar system about 5 years ago. We had an issue recently due to a subsequent installation of a car charging unit by another company which interfered with the Solar set up and settings.
We found the aftersales service to be excellent. Lili was able to access our system remotely, give me very clear instructions on how to resolve the issue, and she then monitored the system for a few days afterward to see that it was working correctly.

Our solar panel system was installed in 2022 and I'm writing this review to summarise our experience for the benefit of prospective customers of HSEnergy.

The installation process was poorly managed and sub-contracted to three different people (one for the solar panels, one for the inverter and one for the connection of the control panel and batteries) and they arrived without the full set of equipment needed to complete the installation. The control panel and batteries had to be installed in a different location to that specified by the surveyor which resulted in them being in full view in our entrance hall. Consequently, we incurred an additional cost to hide them from view and lost the use of the space they occupy in our hall.

Given that there are no moving parts, we’ve been surprised by the number of problems that have occurred since the system was installed. Firstly, the wrong type of cable had been fitted between the control panel and the batteries which gave rise to an alarm on the control panel and took ten days to fix. Rather than come out with a replacement cable, and after protracted telephone and email communication, they sent a replacement cable in the post and emailed a video to show us how to fit it.

Six months later the datalogger stopped working and it took two weeks before an electrician came out to fit a replacement.

In June 2024 the inverter stopped working and it took seven weeks for it to be replaced. Mid-summer is the period when we make the biggest savings from using solar panels so this had a significant adverse impact on the cost of our electricity usage. However, there was no sense of urgency and, instead of taking ownership of the problem, at first they asked us to contact the manufacturer of the inverter ourselves so that the manufacturer’s service team could investigate the problem on their behalf.

In June this year the replacement inverter stopped working and the circuit breaker in the distribution board had tripped. Again, there was no sense of urgency and it took a week before an electrician was sent to investigate. It seems that there was a fault with the circuit breaker rather than the inverter but, after replacing the circuit breaker, the electrician found that 4 of the 17 panel optimisers were not working and that it was necessary to update the firmware. Presumably, had there not been a fault with the circuit breaker, we would have been unaware that we were only getting about 75% efficiency from the panels. The invoice we received for the repair contained no details of the work carried out or the time taken to do the work even though their terms of business say that “HSEnergy will provide a detailed invoice itemising all applicable charges for your reference”.

In summary, we've not been able to use the electricity generated by our panels for a total of almost three months. The savings we would have made in that time were lost because the equipment appears to be unreliable and HSEnergy do not seem to have the resources and/or the inclination to fix problems in a time or in a manner consistent with the effect of the problem (ie no electricity being generated by solar panels).

Based on the company’s claim that they “use our years of expertise and customer focused approach to provide the best possible experience and assure quality service” we’ve been very disappointed. We have no reason to think that the reliability of the equipment or the company’s response to what feels like the inevitable future problems will improve so we regret that we chose this company.

I needed helped with rebooting my batteries and the company responded with concise clear instructions and in 5 minutes I was up and running again. Great Service.

My normal contact was away but Leo stepped in and answered my question quickly and politely. Always a very good service, thank you

When we had a new modem we lost the link with the solar panel system. Lili was great and very patient in helping us to get back in communication with our solar panels so we could continue to record the electricity we were producing that was going to the grid.
Thank you.