Sustain - Solar, Heat Pumps & HomePlans Avis 

We had our heat pump installed about a year ago. Sustain have always been very professional, very responsive and all of the engineers have been polite and knowledgeable. I have to admit I was a bit nervous about switching over from gas to a heat pump but one year in and I have been impressed by the system. Our home is constantly warm, we have hot water on tap and our bills have dropped, even during this winter time.
I would also like to say that a good test of how reputable a company is would be - how do they react when there is a problem. Like any new system we have had a couple of issues and the response has been swift, even at a weekend and the problem resolved speedily with no quibble and very professionally. Would highly recommend

We paid £12227 in total for 15x 450w panels, 3x 5kw batteries, 6kw inverter and a EPS socket. Alongside some extra birdproofing and optimisers.

We’re glad we now have solar but overall it was a negative experience and we hope to never have to deal with Sustain again.

To list the issues we had with them in no particular order:

• The batteries were supposed to be in a box outside next to our conservatory and the inverter inside next to our fuseboard but it’s all been screwed to the outside of our house instead without any permission or consultation.
• Their scaffolders walked across my conservatory and caused a leak that I had to fix.
• The electricians walked straight to my wife’s wardrobe and started rooting around without asking.
• They drilled into our internal walls without any dustguard or dustsheets so dust got everywhere inside. They did a very poor job of cleaning this dust by just sweeping the floor.
• They drilled into the internal walls without using any stud or pipe/cable detectors, thankfully they didn’t hit anything but it was just luck they didn’t.
• Loads of rubbish strewn about the garden from them.
• We paid for birdproofing but they left a sizeable gap in it making it useless on the rear house panels, I had to fix this myself.
• They hid excess birdproofing down guttering drains, causing a block that I had to take apart the guttering to sort.
• For some reason, my wife’s great grandfathers honeysuckle was cut near the root during the work.
• They drilled a hole in my living room internal wall and then filled it again and the filling job is incredibly poor quality and they left filler across multiple items in my living room.
• A bolt was broken on my external wall camera by what appears scaffold boards being rested on it.
• Trunking was done across a ceiling rather than the standard around the edges and it’s a pretty poor trunking job too.

Installation was carried out on time , cleanly, and politely by the engineer. All questions so far have been answered in full and further assistance given in operating the App that goes with the system

We were extremely pleased with the whole process of the installation of our solar panels. From the initial consultations through to completion, very knowledgeable personnel, who were sympathetic to our concerns about siting of the panels, guided us through the process, and made the whole experience stress-free.

Excellent gang .
Worked hard ,and got the job all done in one day 💪 👌

We enquired about solar panel installation through a Swindon and Wiltshire company Solar Together, they arranged for Sustain Homes to quote, survey and install the equipment. This company did everything to perfection, scaffolding, installation and electrical connection was scheduled and completed on the days specified. An excellent company to undertake this work.

All went exactly as stated and described by Sustain in the design pack and quotation.

The installers arrived on time on the day expected and got straight on with work. Friendly and efficient installation which took care of everything. No mess or boxes left, all taken away by the installers on completion.

System ran on completion. No issues at all.

Really well organised and clear communication. Josh in the office was really helpful, with clear explanations and answering all my questions. Due to the weather, the install was completed in one day with minimal disruption!

System installed earlier than first estimated.
Delivery on time and my query re the equipment was resolved while the delivery people were still here/
Installation was seamless the next day as arranged.

Great service from a great company that puts their customers first

A great company and from start to finish, communicated really well and kept me up to date, answered my questions and during the installation took my wishes into account to ensure the works were done to my satisfaction. If only every company could be like this, the world would be a lot less stressful.
The installers talked through what they were thinking and took on board my comments and did a really good job. The install happened in 1 day and the team were friendly, showed my how the system worked and helped set up the app on my phone.
The office staff were equally as good and always answered my questions and got back to me quickly. Again, they let me know the next steps and kept me informed of the installation dates and were there when I called or messaged.
A great service and I cannot recommend the team enough. A great team and company, thank you Sustain Homes.

The fixtures arrived the day before as advised, Then Will & Max arrived the following day and did a great job fixing the units to the outside wall, professional, tidy and polite.

I waited nearly 2 months for a survey. They were scheduled for a morning visit. By 13:00 I hadn’t heard anything so I called them. Surveyor was running late and maybe be “another hour or 2”. I get notification of an Amazon parcel being delivered, but no updates or communication for a survey for a £6k installation. I don’t have confidence in them delivering what they planned so I cancelled it.

Fabulous Solar installation. Sensible quote accepted through Wiltshire Council. From initial comms. To installation and after care this company have exceeded our expectations. Lovely helpful friendly installers, scaffolders and electrician. Explanations very clear and great comms. Small glitch with equipment delivery, but all ok in the end. Everything as it should be. Could not recommend this company enough.

team arrived arrived on time and was ready to go very shortly afterwards, polite and efficient they got straight on with the job , cleaning up as they went.
they took time at the end of the instillation to explain the functions and what to expect.
very impressed.

Communication was good during the planning stage and, after some useful discussion, an installation plan was agreed for PV panels on 2 roof aspects and a battery. After a minor glitch by the delivery driver, work proceeded apace and the installation was completed on time. The scaffolders, roofers and electrician worked efficiently, courteously and professionally to deliver a neat installation.

While communication was generally good during much of the process, there were gaps—particularly during the SEG accreditation phase:

1. We weren’t clear on what was required, or which authorities were involved
2. Updates on progress were sparse

This gave the impression that Sustain Homes considered it a low-priority administrative task and let it drift.
Reading the reviews I see we're not the only people that have had this problem.

The whole process from start to completion was well communicated and managed. At each stage the men worked efficiently, pleasantly and tided up. A great job!

I had Solar Panels installed through the Essex County Council 'Solar Together' project. Sustain Homes was the successful bidder and once I had agreed to go ahead, the process from beginning to start was fairly smooth and plain sailing. Aside from a few hiccups with delays with surveyor's visit and the placing of scaffolds, I have but praise for the Sustain Homes team which included a lot of people from designers, office staff, surveyor and installation team who all did a great job. Communication with various members of the team mainly by email was very good overall and each aspect of the job was handled by different people who all were courteous and professional. Communication with the Solar Together team and Essex County Council was also very good.
I have been monitoring the system since installation on the 5th August including any hint of roof leaks but so far so good. A job well done overall and very good value for money while promoting green energy. Thank you all

We had solar panels installed over the summer by Sustain. We were new to solar energy and trusted in the process and expertise of Sustain. Unfortunately their surveyor failed to identify several key issues, failed to explain our options and failed to include anything from the site visit in his report. The system design was based on his inadequate survey and crucial elements were not suited to our property. The issues were identified only when the electricians and roofers arrived for installation. Sustain offices responded only with an apology for miscommunication and offered to make corrections at our expense.