City Energy Network Limited Reviews 

Considerate, pleasant workers

Good communication
Well organised
Professional service
Respectful workers, clean and tidy, good natured lads.

City Energy office staff and various divisions were very helpful and the lads on site were efficient, friendly and tidy. They were a great team. From start to finish it was a smooth process. The surveyors were friendly and knowledgeable too. Can’t fault them.

Company kept me informed of what was happening. Work was completed within the week as specified. Couldnt fault the jobs carried out. All mess was cleaned up. Thoroughly recommend them.

From start to finish all involved made the experience a smooth operation. We had one issue with the insulation surveyor working for Advance he lacked appropriate knowledge and a poor communication skills but City Energy upon me contacting them quickly solved the issue. As far as all the installation teams plumbers,electricians and insulation they were clean working and respectful to myself and my property. The office team were also professional, polite and efficient.
Thank you all.
Kind regards
A highly satisfied customer

My advice is to steer clear of this company. They carried out an eco4 installation late 2022 through into 2023. The work was very poorly coordinated and the some of the tradespeople were not very capable. The quality of work was poor. The internal wall insulation work was just adequate but there was little thought given on some of the installation and we still have a wobbly wall.
The electrical work associated with this was very poorly done. When the walls were plastered we waited months for the power points to be refitted. They used surface mounted boxes which were all secured to the plasterboard with just screws and no proper fixings. They soon started coming loose. The cables that were extended were only extended with a single cable joined to the original two and all buried in the wall. This gives problems now for finding a damaged cable. They couldn't find one power point and left it buried and holes in the new wall.
The solar panels were incorrectly installed and only 9 instead of 10 supplied. They spent as long rectifying installation as completing it.
The heating installation was a disaster. The hot water isn't even hot and they can't increase the temperature. One part of the house is freezing as inadequate rads were fitted. The heat exchange unit outside had water get into the electrical installation after 2 years. I was left mud winter for over a month for it to be fixed. The original instal failed to meet safety standards. The pipes through the wall had the cement fall out allowing mice into the house. After 2 years the pipe insulation is disintegrating as well. The extraction system for bathroom not vented to outside after 2 attempts. Loft space is still unvented. Two 100mm holes left in outside walls.
As a result of mice coming in we are now without half the power points not working. It looks like a major undertaking to rectify.
I am at deadlock now as I am not happy to allow them to make further attempts to rectify issues.

Added 11 April 2025:
At the beginning if this week before publishing their reply here I agreed to allow their remedial operative to come to rectify some of the issues on Monday and Tuesday. Due to being inadequately briefed by the company and coming with no materials he spent the morning driving to the house and the afternoon involved him needing to make a 50 mile round trip to the nearest builders merchant that they have an account with. The second day he completed fitting two vent covers. He was going to re-insulate the exterior heating pipes but the insulation he brought was not uv resistant. They tried telling me it was not part of the scheme to put protective trunking around the pipes. He was told by the company to get a different insulation. This involved a 100 mile round trip
I checked the product spec sheet and it said it needed painting or cladding with one of their products within 3 days to protect against uv. The new insulation was installed and I was given no return call about my concerns. This left other work unfinished and I've heard nothing further from them. It appears that management possibly have little experience of the building trade and can't be bothered to fo research. I can't understand why there isn't a person dedicated to visiting properties where there are issues and give their operatives full details and photos along with the necessary materials to complete the task. I don't wish to contemplate the cost to the company to undertake a couple of simple jobs and still needing to make a further visit.
I'm also still without operative power points in half the house and informed by them that the problem has been forwarded to their electrician. I've heard nothing more.
Draw your own conclusions before deciding to use this company.

City energy ..what can i say ? does anyone ever answer option 2 on the phone selections? If you want to speak to someone always choose "new customer" option 1, as its rare that any other option is answered in my frequent experience.Reading through the reviews i notice that grant funded reviews are complaints of shoddy service and reviews from paying folks are much better - so bear that in mind if you are allocated this company. ie "there's no such thing as a free air source heat pump" and you will have to work at making sure the contractors do a good job, double checking the work offered ( dont trust the surveyors...if we'd have been told just how many and how large the rads would need to be to give our home the same heating as we had previously, we wouldn't have bothered!) and chasing up city energy to do their job. ..I had an air source heat pump fitted with 100% funding and its been an absolute nightmare ..firstly cowboy sub contractors employed ( we had to have 2 surveys ( ie 2 days to miss work !) and neither surveyor got the spec right ie specified rads that would heat our house up to the specified 21c !); who glued heavy rads to plaster that fell off; that stole our copper piping; that didnt replace/clean the piping so the ashp broke down after 3 months and then twice more; that didn't know how to integrate a log burner and solar heating panel meaning that using the logburner nearly blew up our copper cylinder so we were without means to wash in hot water for over a year. After much argy bargy we finally got a system that works ok, (though our house never heats above 18c on a cold day) through keeping the pressure on and chasing up, threatening legal action and doing research/ paying external heating engineers to write reports and to fix the system for us because City Energy and heatforce started ignoring our emails - i imagine they decided to call our bluff on whether we'd actually take legal action against them and riding out the 12 month warranty time period. City energy were not great - customer service was poor and choice of contractors too.
Edit in response to the disingenuous response from city energy..I have complained and you just avoided/ didnt respond at the end..I finally employed someone to repair the system that hestforce couldn't repair, and you were happy enough to pay me the cost of that private heating engineer to make me go away !

We would like to thank City Energy and their amazing team for a job well done. I can honestly say that from initial enquiries to completion of works the entire experience has been faultless!
Our journey began with our initial phone call to City Energy, where we spoke to the lovely Rhys Rickard, who was friendly, enthusiastic and helpful, his can do attitude gave us the confidence to commence the application process.
Lauren Cooper then helped to guide us through the process and complete all of the required paperwork. We were kept well informed in regards to planning requirements and any pending visits.
Our first visitor was the building surveyor Mike who was friendly, knowledgeable and informative, happily answering all of our concerns and questions.
Then, onto Kylie our heating surveyor who included us in the outline, onsite plan of works such as radiators and boiler locations.
Following these visits the Installations Manager, Scott Dykes sent detailed surveys and plans along with heat saving calculations for the proposed upgrade and any concerns raised were dealt with or explained in an efficient manner.
Soon after the receipt of all documents, Project Coordinator Emma Howlett sent a schedule of works, including projected start and finish dates (all target dates achieved)
First to arrive onsite was the loft insulation boys, Jake, Ciaran and Corey from Advanced Energy Services who expertly and efficiently fitted insulation across our entire loft.
Once the loft was completed the heating engineers, Huw & Rob arrived and spent five days removing and then installing a completely new heating system, including air source pump, pipework, radiators etc. They were skilled and professional and worked non-stop, ensuring that the installation was to the highest standard, quality and fully functional by the end of the week. They respected our home and tried their best to keep disruption and mess to a minimum.
James the electrician arrived mid-week to wire up the system, a complex job and one in which he was highly skilled. Hywel expertly installed the solar panels.
Fair to say that all trades were skilled and polite and with good communications throughout, it was reassuring to know that top professionals were employed by City Energy, ensuring that all works carried out were to a very high standard.

We are very grateful to you and your amazing team. Every single one of your employees have represented City Energy to the highest level and provided the best service, you should be rightly proud. Thanks to you all there is now one more family living in an affordable, efficient and toasty warm home!

This review is about City Energy and specifically about their management of our ECO4 instalation

It feels to me as if the problems we have had are built into the system. All trades people work for money and if you are paying them then they have an incentive to listen to you. If you are not then they only need you not to say "no" for them to make their money. The whole ECO4 system disempowers homeowners. Thus there is quite appalling customer service and you end up with a system which no one explains and which doesn't work as it should. The 2 requirements of the scheme are that any measures must deliver 21 degrees in the living room. I can get it to do that. However it is also required that when doing so it should save energy. The only way to do the first thing is to run the system flat out and then I doubt it saves energy. But how can I tell? I don’t know and no one has the job of explaining or any interest in doing so.

Any one of these companies City Energy included could empower consumers by explaining what is going on, how the grant system works and what rights and powers they have got. But they don’t and they wont because they just don’t care. Having home improvements for nothing is the sort of deal which is likely to be over subscribed so bottom line is that they are making so much money that you simply don’t matter to them.

That is the price of having ECO4. Don’t do it unless you are prepared to fight for control of what’s done and to force them to explain it all to you so that YOU can be clear its actually going to work as it is claimed it will. Good luck with that.

5 star service from the whole team. From dealing with the office staff to the fitters, everyone was very professional and completion happened quicker than anticipated so we are very happy customers.

City Energy Network Limited provided a mixed experience. While the installation of the eco4 system, including internal insulation, an air source heat pump, and electric heaters, was in progress, there were significant issues. Internal plastering left my walls misaligned and surfaces uneven, and several components were incomplete or poorly finished. On the positive side, some tradespeople were professional and the initial process, including communication of work schedule, was straightforward. However, overall, the company fell short in managing the project effectively, resulting in dissatisfaction. Potential customers should proceed with caution.

I would like to thank the heating engineers Ryes and his mate for their professional service, methodical throughout the installation process and went beyond the call of duty.

The teams did a brilliant job

Where to start? City energy is in the process of installing the eco4 system in my house, I say in the process as it’s not finished. internal insulation and remedial plastering, an air source heat pump, some electric heaters in the bathroom since city energy claim you cannot install radiators in bathrooms! And some air fans… all paid for by government money (our money) What could possibly go wrong? Well getting City Energy to contract manage it is where it all goes wrong.. I wish I could upload photographs of the absolute s##t show of a job they have done, every room in my home was perfectly square and level before their wrecking crew got their hands on it, now I have ALL my walls out of square, out of level by up to two inches, you can’t see my window or door frames anymore and the bits you can see are in and out like a ducks behind in a pond… the surface of the plaster looks like they have been at it with a cheese grater. My dorma roof room is completely ruined, it looks like a child has been let loose with a bag of plaster. My air heaters have not been installed my air vents are hanging loose, I never got the cupboard around the cylinder that was promised. seriously give me your email address and I’ll send you the photos.. a new team of plasterers arrived this morning, took one look at it and said “we can’t put that right “ then drove away! CITY ENERGY are only interested in getting YOUR grant entitlement of the government.. up to £35,000 per property and as this is a large house then I bet they weren’t far off in cashing in on the lot… a diabolical mess made by amateurs that are in the wrong trade… Do not trust City Energy or Advance insulation services with your home. They have completely devastated and devalued my property and left me (a 62 year old disabled man) to sort it out.. SHOCKING avoid this company, don’t be conned into thinking that they will put it all right at the end of the job, they will only smile, then as soon as their own inspector signs it off then they all get paid.. they won’t be back to help you but instead will keep telling you “well your getting it for nothing! What’s the problem?” The problem is that they have just wrecked your home and billed the government for the privilege!

Had solar panels and storage heaters
fitted.Workmen very friendly and efficient. Site left tidy.would highly recommend this company

The chaps that fitted our new heating system were absolutely brilliant . Very professional ,polite and friendly . They left our property clean and tidy when when they had finished , Thank you so much !

professional, courteous and so efficient

The simplicity of the application,and the speed of implementation. We were informed of the programme of work and the dates of start and finish for each of the stages; Loft insulation, Hybrid Combi Boiler, Air source heat pump, and Solar Panels. The work was carried out by very skilled trades people to a very high standard, no complaints

After Survey and agreement to install the solar panels in my paddock to maximise the solar energy, particularly as the air source heat pumps use a great deal of power City Energy decided at the time of agreeing to start the installation that they could not install the solar panels in the paddock after all. there were no technical reasons given on what amounts to a far simpler installation. This company is not sensible, trustworthy or looking at the ECO credentials logically to afford the consumer an efficient and cost effective system.

Had a rep come out to my mother's & mother in laws house after hearing about the EC04 Scheme, apparently all great on both... what a waste of time to be told in an email the next day... there is not enough funding for either of them!!