Sustain - Solar, Heat Pumps & HomePlans Avis 

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.

We had an Air Source Heat Pump installation, so a major (and noisy) job which lasted 4 days plus a little snagging work at the end. Sustain were chosen by Essex County Council and we joined the scheme. George, Andre and Chris working as quietly as they could at our home, worked tidily, were polite and unobtrusive. Ryan saw to completion and commissioning. At every stage we were informed of progress and any issues found.

From start to finish, there have been problems and issues with our solar installation. Unfortunately for the labourers most of the problems have all arisen from the incorrect design by the surveyor of 2 rows of 8, which has caused a snowball effect for everything else down the line.

When the solar panels turned up the day before fitting, only 14 were delivered as there wasn't enough in stock, the delivery driver said they had placed another order to be delivered the next day, luckily they turned up before the fitters.

However, when the 2 lads turned up and got up on the roof, they told us they wouldn't be able to fit 16, only 8 !! We asked them to hold fire while we sorted the problem out over the phone as we wouldn't have wanted to go ahead with just 8. For a house our size, it wouldn't have been worth it. Luckily Jamie the Instalation manager was also working local, and he popped over to have a look and help, he then assessed it and said they would be able to fit 13, but we wanted to wait for a new quote with all the estimated KW generation and price etc.

We'd also got a loan for the higher amount 3 months ago when we paid the deposit, so we weren't happy about having to pay for unnecessary interest and early settlements for a lower amount.

We reluctantly agreed to the 13, and the lads did a good job on the hottest day of the year, hats off to them, superstars. But  after they left we checked the roof from across the road and noticed there was clearly room for the orginal 16 to actually have been fitted, but as the orginal layout was different the scaffolding wasn't put up long enough.

We had to wait over the weekend to speak to someone on Monday, as if possible we would still have preferred to have the original agreed 16. Thankfully we was told that the scaffolders would come back and extend the frame and the fitters could then come back and add on the other 3, in the mean time Rory who was turning up that day could carry on with the electrical work as planned. He was great with the fitting, very polite, helpful, and explained everything well, he done an amazing job. However, he had knock on effect issues of his own to deal with. As he'd been told, it was 8 panels, not 16, so he had brought wiring that wasn't thick enough for 16. He was also told it was 1 battery rather than the 2. He'd brought black conduit trunking, as he wasn't told we'd asked for white (as who wants black trunking going up a white house) Also During our survey we was told we couldn't have the batteries and inverter fitted in our garage without taking all the flooring up to run cables, Which we were now told we could have infact had, by running an external higher cable, but as we didn't know this, we hadn't cleared space or removed shelving attached to all the walls, so unfortunately it was too late for this option. We were also told to have the batteries on the other side of the house, so they wasnt in south facing sun all day, so he had to run all the cables through the loft and out the other side and then had trouble getting the cabelling sorted due to our sloped roof. In the end, this, along with other issues, he had to stop and reschedule to come back. The scaffolding pole put directly in front of the electric meter didn't help as we couldn't get the door open, which, luckily, we later managed to take the door off to give him access.

Scaffolders were re booked to come back the following week to extend, with Rory and Chris the roofer to come back the next day to finish off.

However, the scaffolders didn't turn up. I called the office about 4 pm with no answer. We were sent an email at 2.30pm, which we didn't receive until 4.30pm after waiting in all day, to say they would be there the next day instead. A phone call would have been better as not everyone checks emails continuously all day.

The Electrian and roofer both turned up before the scaffolders, so they got on with doing what they could until the scaffolders did their bit.
Chris, the roofer, found that there weren't enough fitting supplies left by the previous roofers who had done the first 13, so he had to go buy more supplies.

After another full day, we were finally up and running. I'd like to say a big thanks to them both for all their hard work despite all the issues which made their jobs harder, none of which were their fault.

We were told at our initial phone appointment on 19th March that fitting would be in around 8 weeks' However after our deposit was paid, the earliest fitting date we were offered was the 3rd July, 15 weeks.

Would I recommend Sustain to other people ? I'm not sure if i would, but from looking at other reviews on trustpilot, I think we were just unlucky.

I would recommend that surveyors need to take better measurements before doing their designs, and accurate information is given to potential new customers from the start to avoid these errors in the future.

Peter and Rio were good efficient workers, polite and helpful. Did a great job.

The panels were installed as per the schedule. All the personnel that came on site were pleasant and professional and explained what they were doing.
Would recommend

Pete and Rio worked with confidence and were easy to ask questions to and gave clear answers. Helping with our phone app and getting us set up to monitor the solar panels.

The installation of our solar panels and batteries was both professional and efficient - indeed it was first class throughout the process. From the initial contact on to the survey and through to installation the process went like clockwork. Every member of the team from admin staff to installers was helpful, friendly and very good humoured. Queries were dealt with quickly and thoroughly. I would recommend Sustain Homes to anyone without hesitation.

Easy to use from start to finish. Helpful advise given and contractors used were very professional. Thoroughly recommend.

Quite a smooth journey. Installation teams were very good (electrical team Pete and Olly in particular). Office quick and responsive to any queries. The only thing that could be improved is communication.
We’re happy with the overall process and are saving money immediately

I’ve had a battery system added onto my existing solar and right from the start I got good solid advice from Ryan and the sales team and an excellent installation by Charlie. No hard sell just efficient service thank you Steve

The company is a very caring and considerate company. From Dan who designed the solar panels and was very easy to talk to, to the office staff run by Sam. They were very happy to help with any queries we had on this project. The men that came to install these solar panels were considerate and a pleasure to be around at our home. As they are installing panels in many homes they do turn up earlier or later in the day but you do not need to worry as they always got the job done in the days allotted to us for this project.
The results are excellent and we are very happy with the results. Thank you Sustain.

Competitive price and great service from the outset. Everyone from the scaffolders, roof fitters and electrical installer were prompt, friendly and efficient.

What a refreshing change to find a Company that is Professional, reliable and wonderfully efficient !! From the start our experience with Sustain Homes staff beginning with Adam and then Ryan, Charlie and James, and throughout the whole job Paula , who was always available on the end of the phone to assist in every way . Our refit of a new heat pump , tank and pipe work computer etc for our five bedroom home with underfloor heating went smoothly , quietly and efficiently. The finished job was left neat and clean and we are extremely happy . We will continue to use Sustain homes for all our future servicing and any repairs necessary along the way .

Sustain Homes have been outstanding from start to finish. From the first contact through to planning and installation, every step of the process was handled with care and professionalism. The team installed our heat pump, solar panels, and battery system seamlessly, and everyone we dealt with was friendly, knowledgeable, and clearly took pride in their work. I couldn’t be happier with the service and highly recommend Sustain Homes to anyone considering renewable energy solutions.

The electricians Max and Billy did an amazing job. They were onsite for nearly 12 hours and were always helpful, polite and informative plus hard working! Everything up and running by the end of the day. Heartily recommend. We had to wait a bit from our initial enquiry with Sustain, but once the ball was rolling it went very smoothly.

Great team, really friendly and polite and stayed late into the evening to finish the job and still took the time to explain the set up and get the app registered with us before they left. Many thanks!

James, Adam and Jack just completed our Air Source Heat Pump installation including radiators in every room and they were a pleasure to deal with! Lovely guys, professional and extremely tidy. Dealt with any queries quickly and efficiently. Thank you!!

We had an EV charger and battery installed. We received really clear communication through the quotation and planning process. The installation itself was carried out by Charlie who did a tremendous job, ensured everything was functioning as expected and took the time to answer our 3 year old’s questions too.

Would thoroughly recommend.

Installation went very well and they did a good job.
However, the paper work to sell excess energy to the grid/octopus energy was not completed or followed through. Everyone please be aware that this process is not automatic and you have to follow up yourself and send documents like the MCS and DNO to your Energy supplier. Suatain could do a much better job making sure customers are aware of this and following up on the process.