HSEnergy Residential Avis 

Had a problem with the support app. Problem was resolved quickly and effectively

We had our solar install on 1st September . Was excellent job by roofers and the electrician Scott. Scott did a site visit before install to make sure cable run to fuse box was achievable without cable showing. There was a definite pride in doing a good job. Scott did handover and would have preferred more time to go through app and configuration but he had another job to go to. However this was covered by a call to technical team where Alex went through the system in more detail and I was left feeling I could call anytime if I had a question.

Quick installation, went well.

Outstanding experience in every way and exceptional value. In less than 2 months since first contact I am now generating more than enough solar power to run the house and fill a battery, importing and exporting the bare minimum - perfect sizing. The small amount I'm currently exporting will soon reduce and be used to directly heat water. The team at Home Smart Energy have been exceptional, answering any questions thoroughly and giving me all the info i need to make decisions i.e. no hard sell. Payback time will be very short - what more can you ask!

I am pleased to say that after much back and forth communications this was eventually sorted out and I am happy with my system. My experience during the bedding in process, post installation was not good, however. Firstly, there was a 10 day gap with no solar power between the installation of the panels, wiring etc and fitting the inverter. My initial concerns to the fitter that the app seemed ro be showing very random and inexplicable data I was told the system would settle down within a couple of hours and it would be fine. That night and for the next three nights, over last weekend, my smart meter showed my conventional electricity usage and costs had tripled. This was extremely stressful and caused me to spend many hours researching the issue online and trying to get help from the company’s chat assistant. On the fourth day the problem was fixed remotely their very able technical assistant. It turns out Home Smart had installed a faulty inverter. No apology or compensation was offered by the company. In fact Home Smart has warned me that unless I pay the full amount immediately my warranty is invalid and I will not get the certificates I need to sell electricity back to the grid. In the ned this was all sorted and I have my certificates and warranties and the system is working fine.

Homesmart rang me on 18 Aug to inform me there was an alarm on the solar panels they installed a few months back. In fact from the app, the problem occurred on 4 Aug. It is now 24 Aug and two broken appointments later the problem hasn't been sorted so I'm not generating any power from my panels. What dreadful service.
Finally the electricians arrived on PM of 25 Aug. Loose wire found so soon sorted and now back to saving the planet.

HSE installed 16 PV panels on 23rd June 2023. The installation team were great. All the work completed within 4 hours, all left tidy and the system generating energy! What couldn't be better.
The documentation....
Since the installation I have requested the G99 numerous times and to date (24th August) no documentation or MCS certificate. The weather has been great of late and I have exported over 500 KWHrs of energy for no recompense. No great, now the phone lines doesn't answer......

Very pleased with the speed and efficiency of the installation and (so far as I can tell from ground level!) the quality of the units. I am now happily using my own electricity, storing the surplus in the battery and exporting anything above that to the grid when the sun is bright enough.

Home Smart Energy sent an engineer around to tell me what options I had and when it came to installing they were very efficient and quick and also tidy.

Fast, informed service. Listened to my requirements and installed quickly and efficiently.

I had to record a negative review here to get after sales support. The support was good when I got it, but the process should have been easier.

I’d like to thank the home smart energy team for a quick and hassle free experience.
First of they turned up when the said they were going to.
The surveyor knew what he was talking about and recommended options for what system was right for our house until we were happy.
Shortly after I recived a quote including the install and scaffolding.
2 weeks later I had scaffolding up and a team of roofers and an electrician starting work. They were done in no time and I was using energy from the sun straight away!
Scaffolding came down around a week later.

Both the electrician and the roofer were very polite and explained to me what they had done regarding the install so I now have a solar installation I know how is fitted and how it works!

10/10 service.

I’m obsessed with looking at my app and seeing the power come in. 😂

Updated review 18-Aug-23

Booking and installation process was very good, some delays in getting survey done due to high demand and had to have full planning permission because we are in a conservation zone and house is listed building.
20 panels installed on our barn.
App is very helpful and easy to use.

Just over 2 months after install, the system had an alarm and stopped generating.
It was very hard to contact Homesmart, used the chat in website and was told would get a call back that never came, tried calling to speak to technical but each time the call would drop during transfer. After a few days went back on the website and finally had email contact, who proceeded to tell me the system was running fine.
They provided a screen shot clearly showing zero power being generated.
By this point I was a very frustrated and unhappy customer and was questioning if I had made a bad decision, investing in a system that was not working and unable to make contact. Posted a review here.
I then had another try at calling, this time went via customer care, the lady was incredibly professional and helped get me in contact with technical who agreed there was a problem and arranged an engineer, who came out today and got the system back working.
I also had a call responding to my review where Tom explained the steps they are making to improve responses to customer issues.
I really hope they are able to make those improvements.
Considering my total experience I have updated my review

Fairly efficient though somewhat lacking in transparency around costs and documentation.

After survey I was advised to reduce my proposed 14 panels to 12...ok. On installation day the fitters arrived stating they were installing 10 panels. I knew I had lost two panels during survey but without any contract documents since the survey stating final number of panels I was somewhat unprepared to debate.
Upon completion I was then invoiced minus the 2 other panels. So ultimately am x4 panels less than when original order was placed and am pretty annoyed about that.

I was originally advised that aside from the deposit nothing is due until I was completely satisfied with the install...

So far have been asked to pay the full due balance which I have declined until a fair way forward is agreed. Have offered a further partial payment which was reluctantly agreed by the accounts team.

I am hoping to resolve fairly and have the additional panels installed asap,

Our solar panels etc. were installed by Home Smart Energy (via the Hampshire CC scheme). We have been really impressed by all aspects e.g. customer service, surveyor's visit and report, installation team and post-installation technical support.
The installation was completed in a few hours and we were generating immediately afterwards. We had one minor technical issue soon after installation but this was dealt by phone contact with the technical team.
The Solis phone App is extremely useful and very easy to use.
We have no hesitation in recommending HSE to anyone contemplating installing solar panels.

In response to your reply from my previous review, I DID NOT OPEN up my batteries I have photographic evidence of my batteries on the day I reluctantly returned them to you showing them to be sealed from the manufacturer. I suspected something like this would happen from you after the dreadful experience I was having from your company and this is why I took photographs. If there is any fingerprints inside my batteries then this is either from your company or the battery manufacturer. Please do not accuse me of something that just is not true or cannot be proved. SHOCKING BEHAVIOUR.
I have email from pylon (battery manufacturer) stating that “the batteries must be positioned laying flat with terminals facing horizontally if the battery is placed vertically then this may cause internal device failure”which you positioned incorrectly on their sides Also pylon have told me that if batteries are discharged for a long period of time then is not covered by warranty.You took over 7 weeks to attend my property so my batteries were discharged for long period of time due to your fault.
As with you claiming I have had a leak. I have clearly told you that the staining on my loft roof is historic and was there when I bought my property 9 years ago. The damp report clearly states it’s historic and that my loft is completely dry. You declined to come out and examine my loft. Also the independent damp report states my loft has no water ingress. Also your engineer chose to place the batteries in this location in my loft.
I have an email from you clearly saying “if you decide not to go ahead with the repairs and want us to deliver the batteries to you it will be a cost of £250” so please please start being truthful.
I have truly never experienced such a dreadful company. PLEASE PLEASE AVOID

I used Solar Together scheme by Essex county council, Home Smart energy won the bid and the experience from initial contact through the survey to installation was very very good. I recently had an alarm notification and contacted Leo of Home Smart Energy technical help and was frankly amazed at how quickly and efficiently my issues was dealt with by him remotely direct to my Solis inverters data link literally a minute or two. The Solis web app on my phone is another great piece of innovation.
Highly recommended.

Leo talked me through the re-start procedure and made it very simple and easy to follow.
Just wish I had found it written down somewhere!

Had our installation last week and from initial booking to the date of fitting everything has run smoothly. No problems getting through to the team in the office and every step is explained in detail and clearly. The surveyor carried out a full inspection taking his time to ensure every aspect of our quote was clear and concise. On the day of installation the roofers and electrician were friendly, professional and worked well together to ensure the whole process was smooth and trouble free. The electrician took time to explain the App and ensure we understood how it works. All the staff have been helpful and friendly and even though Solar Panels are an investment it is one I am glad we went with and look forward to a longer term saving on our energy. Thank you all. A very happy customer :-)

From start to finish, homesmart energy were outstanding. The install went really well and I'm more than happy. The scaffolders were really good and more than helpful. Really pleased with the whole thing. Thank you to all involved. Outstanding