HSEnergy Residential Avis 

We’ve had the solar panels (installed efficiently in sept last year by HomeSmart) for some time. Decided to move to Octopus Flux tariff for solar panel owners. Alex in technical support at HomeSmart was excellent- explained process precisely and with clarity. He changed the settings for recharging the batteries at low tariff between 2-5am at night and followed up with a call to confirm the changeover. Great technical support.

Everything was fully explained up front and then flawlessly executed. Thoroughly professional workers who arrived on the agreed date and completed the installation in only three hours. Very impressive performance! The equipment has now been running for a couple of months and is working exactly to specification. I cannot fault the job in any way!

Had my solar panels installed today, excellent service by all concerned.
Arrived at 8am and all finished and producing electricity by midday.
8 panels installed instead of the 10 originally planned, since very tight fit on the roof meant no room for installing bird mesh. Happy with 8 though and my invoice was adjusted accordingly. Very good service thank you.

This company is reliable and helpful. Since my installation they have been on hand to help with all number things in a cheerful, efficient and professional manner. Would highly recommend

I had problems with the installation but have had a good discussion with the customer services manager over the last couple of days. Issues ironed out so will go back to them for a battery quote soon. Sometimes things do go wrong, my measure of a good company is one that addresses issues and fixes things when they do.

The surveys were thorough and enabled me to choose a more comprehensive system than initially proposed. After almost three months of operation I have been very impressed with the overall performance and would recommend Home Smart Energy to my friends.

I had great trouble ' re-configuring ' my Solis App to a new router that was imposed on me by my Internet Provider. I contacted Home Smart and Leo, a Technical Support Adviser, e-mailed me a link from ' you tube ' covering this specific issue. when I still had a problem he talked me through the solution and without his help I would have been totally ' lost ' so many thanks to him. Excellent service provided and very impressed by the way I was treated.

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.