HSEnergy Residential Omdömen 

The whole process was really easy and well-organised. After receiving our estimated installation cost and deciding to go ahead, the surveyor was quickly booked and gave us helpful advice on whether or not to add optional extras such as bird netting. There was no pressure to buy at any point.

The installation was very smooth, with scaffolding arriving at the start of the week, panels, batteries and inverter installed within a day, and scaffolding removed two days later. Very impressive!

Communications throughout were timely, clear and helpful. Everyone we dealt with was polite, friendly and professional, and the customer support team really know their products.

Home Smart Energy have been wonderful. From the first day of enquiry, up to fitting, they have kept us informed of what was happening. The fitters were good, clean and tidy but most of all - efficient and quick. They explained everything once completed and we are seeing energy being exported even on the grey days. The battery is now regularly filled and its lovely to know the in the evening we are not using the grid at all. Fantastic, would recommend to everyone.

Unfortunately a poor experience. They incorrectly assessed the size of our roof and recommended an array that wouldn't fit properly (one row of six panels). When the fitter actually came to install he saw that six panels couldn't fit in a row and two banks of three would work. No issue with that, except I originally wanted eight panels (two rows of four), was told this wasn't possible, only to find out it was when a proper visual check was done with correct measurements (they relied on Google earth images the first time around!). Homesmart energy could not add the two panels at the time (even though the scaffolding was still up - no good reason why not). They provided a quote to return and add the two additional panels, but after months of chasing they have more than doubled the price of this quote which is no longer economically viable.

Polite, courteous and efficient, I'd wanted to do solar for a long time however read too many horror stories on line, so we signed up for the council solar together scheme. We understood you have to be patient as they are popular, though 3 months and all installed working and more free electric at this time of year than I could of imagined. Thank you to the amazing Amy for talking me through all the numbers on the app.

More than happy with this company.
The process was painless from start to finish and the installers were friendly, knowledgable and efficient.
It's an investment I'm glad I made.

I was extremely happy with this company, everything was clearly explained throughout prior and during my solar panel installation,installation team turned up on time and once completed explained my system in detail setting up my app on my phone so now I can see clearly how my system is performing at any time, would highly recommend this company to anyone interested in having solar panels installed

Fantastic company, Very informative. A pleasure doing business with. Josh and Joe the installers were very polite, tidy, efficient and helpful. I will be recommending Home Smart Energy to friends and family.

Wonderful experience. It’s hard to find a company in this industry, who have genuinely been going as long as home smart and aren’t trying to take advantage of the demand to exploit the price. The staff are delightful and the installers very knowledgeable. They did get hit by the recent cold snap but let us know and you can’t blame them for the weather. Despite the time of year savings are instant and we look forward to seeing the real power of the system come the summer

From my experience this company is best avoided. I have had problems right from the outset; these problems have been technical and customer communication based.

Firstly, the site surveyor advised and signed me up for 10 panels; however, when the installers arrived, they could only mount 9.

The batteries were installed in an outbuilding; this resulted in them only delivering power to that building and nothing to the house. Eventually an engineer came and re-located the batteries in the house and had to reconfigure the wiring.

I was issued with my MCS certificate – that had the wrong address on it.

There were problems with the batteries working properly and I was told that a new cable would be put in the post to me – nothing ever arrived. An engineer was then scheduled to call, but he never arrived. Another date was scheduled for a week and half later and again the engineer failed to arrive. I rang several times with no one answering the phones. Three days later an engineer arrived without an appointment. He condemned some of the installation and undertook an amount of re-wiring and then took my batteries away for “force charging”.

Five weeks later two of my original batteries + a new one were installed. However, 2 days later the alarm light started flashing and I rang and to be told that it might take a couple of weeks for the manufacturer to work out what is wrong.

A week later I was rung and asked to undertake a reset procedure. I was told that they would remotely monitor the system and send me an email to advise of the results and, in the event of a failure, a date for an electrician to call; no email was received, and the Alarm light was flashing on my inverter unit.

Over the next few days, I tried ringing to talk to the person who had undertaken to email me; he was always on the phone talking to other customers and did not respond to my messages to call me back. Eventually, on day 5, I did manage to speak to him only to be told that another battery had failed – he would ring back with a date for an electrician to install a replacement. Some time later Technical Support rang me to offer a date 7 days later, but with no guarantee as to the robustness of this appointment and wanted to offer me a backup date of 3 weeks later, despite me being repeatedly told that mine is a ”priority case”. The engineer arrived unannounced 4 days early, installed the replacement battery and found that the inverter needed to be replaced; it transpires that Home Smart Energy are unwilling to replace the faulty equipment without approval from the manufacturer – basically they don’t want to own any responsibility for the equipment.

As you can see from the above, my experiences have not been good. But most frustrating of all is this company’s almost total lack of empathy with the customer; they seem to have a complete aversion to wanting to communicate. In trying to communicate I must strongly recommend that you do not ring Technical Support; the person who mans this line has no technical knowledge, and does not listen to, or engage with, the customer. Whether or not this is a function of his personality, or lack of command of the English Language, it matters not, as what it does demonstrate is that the management of this company have no desire to provide a quality service to ensure customer satisfaction.

It is interesting to note that the company’s response to negative reviews on Trustpilot is to be defensive and in some cases to apportion blame on the customer rather than embracing the situation as a chance to improve their performance or link arms with the customer to find a solution. All of the negative reviews highlight two areas: poor communication and lack of proactive after sales care.

From the start this has been a dreadful experience.
1. Scaffolding erection was re-scheduled 3 times.
2. My initial installation resulted in my circuit board repeatedly tripping out, cutting the supply to my household sockets, which took 3 weeks to be fixed.
3. I suffered repeated battery alarms (12 in 6 weeks) which took 3 months to be dealt with (at least I hope it is now fixed).
4. Communication was terrible with emails and phone calls frequently not responded to, even emails to the MD did not get a response.
5. Contactual Response times to my Formal complaint were not met.
6. I received three emails from HIES (the insurance provider) that were intended for another customer as the wrong email address had been provided, which suggests a problem with data security.
7. Inverter settings had to be corrected on what I hope was the final visit by an electrician (in week 20) - he advised the inverter had been left in a position that posed a risk to the life of the batteries.
8. Home Smart advised that they are not able to provide a detailed investigative report of the problems I experienced.

On several occasions I felt I had to ask The Solar Together team to help, and it seems to me that was the only way to get a response from Home Smart.

I simply do not have any confidence in the system installed, or its future performance, and wish I had never become involved with HomeSmart.

The installation went reasonably well but now I have a problem with one of my pylontech batteries. The battery keeps on giving me an alarm which shuts down the battery I have emailed Home smart energy several times all I do is come up with excuses and information that is not right. I get the impression that if you have a problem with your installation they do not want to know and do not have the technical knowledge to resolve this problem the problem is still unresolved.
Bad points
1 Very poor communication
2 After sales service non existent
3 Lack of action
the alarm has gone off 17 times and only restored when I manually turn the battery off and on again.
You don't understand the problem the problem is with the battery and not the inverter buy turning off the battery and on again clears the alarm .

Extremely happy with the whole process. All steps conducted in a timely manner according to agreed schedule - a minor delay to roof work caused by high winds promptly communicated and easily rescheduled. Each aspect of the install completed to a high standard and I would not hesitate to recommend Home Smart Energy based on my experince. Even in the depths of winter early indications are a high level of performance and I look forward to a low cost summer

Excellent set up process and excellent customer support. Very pleased with this company.

Had installed Solar Panels Very Professionally and in a organised manner.

Installers were brilliant on the day. Requested to change the array of panels. Although it took extra time but they did.

Had once contacted the company after error in batteries. Responded me and solved the issue over the phone.

Definitely recommend them to friends and family. And will use them again in future.

Installation was carried out in a very professional way. The various sections covering, electrical, scaffolding, and installation of solar panels.were on time. Very good technical help was given,when questions were asked .Definitely recommend this company.

Just had a really helpful phone conversation with Alex (a tech support guy). Just so nice to have a really pleasant , constructive and personal service! Hope the boss reads this as I was so impressed!

Update 14/2/23

Eventually in mid January an Engineer arrived 8.30pm at night, disconnected everything that the previous installers had done.

Then spent the next couple of hours re connecting the installation. It was noted that the Solis app wasn't working correctly. It still doesn't appear to be.

However I am now with my 24 solar panels generating energy.

I've had given Home Smart a month to reply to the following;
Report back from Solis why the app isn't working correctly as noticed by the last engineer. [No response]
Provide me with the paperwork to complete the export with my energy provider its now been 90 days since the original install. [Verbally I've been told Homesmart have had to re request, I have requested the original application claimed to have been sent]
Reply back to the EON records where the incorrect installation resulted in substantial energy useage. Leading to having to shut the system down. [No response ever provided by Homesmart]
Correctly label my mains fuse board and leave it as they found it. [Photos sent to Homesmart without reply]
Provide me with the correct Electrical test certificates given they have modified my mains board. [This was promised previously but not materialised]

I have raised the above on numerous occasions in writing via emIl and I am prepared to stand by should I need to. Its really getting to this point
The service from the head office whilst courteous is in effective and slow to respond. I see others have had similar issues

Unfortunately I have had to issue a final deadline to Homesmart. Hopefully they will respond positively and call, rather than a previous dismissive response. All this customer is requesting is the service and response expected and contracted.

UPDATE 17/12/22

The system has been shut down until the power surges can be resolved or rectified. I am now back to my original power consumption. Phew!
We await Home Smart energy head office to now advise. Seemingly from the responses they disbelieve the issues are taking place, fortunately it was recorded and witnessed 1st hand by the installer who was very helpful in trying to resolve and we thank him for his time over the weekend. I have adjusted the rating moderately to reflect his concerns and efforts I'd truly like to give a better review but until the system is actually working I am unable to merit doing so. It seems its more product malfunction than a installation issue.

13/12/22
So far I am completely un impressed. From the sale to the installation we have received completely contradictory information. Have a battery don't have a battery have 3!. Then tried to charge for items that were not needed, charged for a scaffolding additional that was never provided.
The sub contract scaffolding team nice bunch of guys. Install nice guys but have incorrectly installed the system.
CT Clamp installed incorrectly. Shouldn't be difficult as it's fool proof!.
Inverter not set up correctly currently exporting all power straight to the grid.
Power consumption (as backed up by energy supplier) since install has doubled at night and is 50% more during the day completely voiding the purpose of Installing solar panels.
No electrical testing paperwork was left despite the main consumer unit being adapted and added to.
RCD in the board keeps tripping since install my wife lost 3 clients since the install.
House has been left without power on numerous occasions now, wife and child left without power all night despite me warning Homesmart of the issue they failed failed to prioritise saying team out of the area.
Technical I won't name the persons name suggest I relocate the CT clamp myself. When I told EON our power supplier they advised us not to touch the main consumer unit and that the install team need to return.

Told by technical that despite reporting an issue the earliest they could come out 9 days after the first report was issued.

In summary poor and shoddy service which I am not convinced meets with current electrical regulations.
Will be reporting to trading standards followed by a request to remove the panels potentially escalated if needs be. Without mentioning that after a due dillergence check with EON my power consumption is UP not DOWN by over 50%

Now if Homesmart are reading this and they think they can leave a women and vulnerable child in a property without power they are mistaken. I trust they will prove me wrong and act responsibly i will then come back and advise accordingly..I'm holding my breath.

Kept well informed at all stages. Installers were vey professional and tidied up after the work. Installers arrived when they said they would. Altogether a very satisfactory experience with all work excellently done.

People who came to my house were professional and friendly.
communications with the office were rubbish. sometimes no answer, other times call just dropped off.
The installation was cancelled twice at short notice, even then I had to chase.
I still have not received my handover pack and I have just found out that I don't have a feed in tariff despite being told this would be done for me.
Not impressed!

It was a very thorough process getting my solar panels installed and Home Smart Energy clearly explained everything to me and answered all my questions as I didn’t know much about how it all worked. System is working great and very happy with their work.