I had a very positive experience with Home Energy Scotland and the full process from initial contact through to installation. Everything was clearly explained, and communication was good through... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Scott contacted me as he was concerned by what I had told him. He was very thorough doing an epc which i needed and explained clearly how an ashp system would work. He let me have a comparison of he... See more
Company replied
⭐️⭐️⭐️⭐️⭐️ Review for Home Energy Scotland – South East I called last night after many months of being given the runaround by Proximus Solutions UK. From the outset, Hannah was absolutely... See more
Company replied
Did the questionnaire for 1 bed room double glazed ground floor flat with highly efficient new storage heaters. Epc high D. It told me EPC F. Useless: it suggested room in roof and wall insulati... See more
Company replied
Company details
Written by the company
Home Energy Scotland helps people in Scotland create warmer homes, reduce their energy bills, and lower their carbon footprint. We are funded by the Scottish Government and managed by Energy Saving Trust. We work with people and organisations to help tackle fuel poverty and the climate emergency – both key priorities for Scottish Government (and humans in general). We do this through a network of regional advice centres covering all of Scotland, which offer local knowledge and expert advice on saving energy and keeping warm at home, funding options including Scottish Government grants and interest free loans, installing renewable energy at home, greener travel including electric vehicles and ebikes and cutting water waste.
Contact info
5 Thistle Street, EH2 1DF, Edinburgh, United Kingdom
- 0808 808 2282
- ne.homeenergyscotland.org
4.0
Great
239 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The staff were polite and "Listened" to…
The staff were polite and "Listened" to my enquiry and associated dilemmas. Their advice was clear and unbiased.
I would thoroughly recommend their service to anyone trying to separate sales talk and reality.
February 1, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Douglas,
Thank you so much for your great comments about our service.
We are glad to hear that you found our advice to be clear and unbiased and that our advisor listened to your concerns.
If you require any additional help, please don’t hesitate to contact us, we’ll be happy to assist.
Kind regards,
Gen.
An absolute waste of time
An absolute waste of time. The application process was difficult. The on line form does not work properly. The response time to reply to emails is awful and without any coherence. Telephone calls are the same, you have to wait for days. Numerous requests for additional documents, including having to scan whole documents rather than just signature pages. Led down the garden path that the grant and loan would be approved, 'We will fund your battery' and then told that this would not be the case as we had an invoice dated before a written quotation of the loan approval was sent, even though we had an email. We had explained the battery would need to be installed when the solar panels were installed: it would seem ridiculous not to do that. This process has been ongoing since early October!
January 9, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Lilian,
Firstly, we would like to thank you for taking the time to provide a review of our service and we will ensure your comments are passed on to the relevant teams.
We’re so sorry to hear that your experience has not been a positive one and understand that so far, you have been unable to have the issue regarding your application resolved, therefore we would like to apologise for this.
If you haven’t already done so, you can make a formal complaint of the service, by contacting the Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414.
Alternatively, you can also contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org
We apologise once again for any inconvenience this process has caused.
If there’s anything else we can help you with, please do stay in touch.
Kind regards,
Gen.
My experience was pretty awful
My experience was pretty awful.
I was looking to change my heating system, to install air source heat pump.
I contacted HES in October 2023, with a view to applying for their grant and interest free loan. I had a 20 minute conversation at which point I was told that somebody would call me back but within 15 days to go through more details. Despite chasing four times, by telephone and by email, that call actually came 65 days later. At that point, this is now end of December, I was sent the link to their application portal, but was told that it was quite new and there might be some teething problems, and they were right, the system did not recognise my rural location for the applicable funding for this location. In addition, the application form is far too complicated. I reported the issues and heard nothing for two weeks, at which point, I chased three times. Twice I was told “we know there is a problem with our system, but you just need to keep on trying”. Not ideal.
By this point, we are three months down the line from my initial contact and still no further forward, even though I had paid my deposit of £1000 to the air source supplier. I took the decision that I could no longer wait as my existing boiler was coming to its life end and that was the reason I had decided to go for the greener route.
Unfortunately, HES, whilst advocates of greener energy, don’t make the process simple at all.
I gave up and installed a new oil boiler. Not what I wanted to do.
To date, I’ve still had no response from HES. It was a complete waste of time on my part. Another Scottish Government initiative that does not work because it has not been thought out properly.
February 1, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Tony,
We’re really sorry to hear about your experience of our service, in particular, your concerns about communication delays and our grant and loan application process and portal.
We do appreciate you taking the time to provide feedback on your experience and will ensure that this is passed to our Services Delivery team who manage our grant and loan applications process and the associated portal.
If you would like to make a formal complaint of the service, you can contact the Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414.
Alternatively, you can also contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
Great Service and Great Staff
This review is being done by Teresa Robb. We received great service from Home Energy Scotland, although they could not help us they did give us other people to contact. Home Energy Scotland try their very best to help people and we are very pleased we contacted them.
January 12, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Teresa,
Thank you for your lovely review of our service.
Whilst we were unable to provide help on this occasion, we are glad to hear we were still able to point you towards alternative sources.
Please be aware that the services and schemes we provide can change throughout the year, therefore we would encourage you to stay in touch to explore how we can help you in the future.
Kind regards,
Gen.
Very friendly and helpful
I have spoken to them a few times now and they are extremely helpful and friendly. I’m absolutely delighted with the service that I have received and would be happy to recommend them
February 1, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Elyse,
Thank you so much for your wonderful review.
We’re so glad that you found our team to be helpful and friendly and that you are delighted with the service provided.
We really appreciate you taking the time to provide this feedback on our service.
If there is anything else we can assist you with in the future, please do get in touch.
Kind regards,
Beth
Was given more help than expected &…
Was given more help than expected & from start to finish & the person on the other end was fantastic Cheers Andy.
January 5, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Sean,
Thank you for your lovely comments on your experience with us.
We are so glad to hear that you received more help than you expected and that you found our advisor to be fantastic!
If there’s anything else we can help you with, please contact us and we'll be happy to assist.
Kind regards,
Gen.
Home energy Scotland does a great job
Home energy Scotland does a great job. However their referral to the Funding Portal went badly but that presumably isn’t your problem. The Funding Portal form was impossible to complete and even on the phone they couldn’t help and admitted to a problem with their system. I have given up meantime. I had a survey done and my EPC scored C so room for improvement. Would like to explore Grant for underfloor insulation.
January 24, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Mieke,
Thank you for taking the time to provide feedback on our service.
We’re really sorry to hear about your experience with the Funding Portal and will ensure that your comments are passed to the appropriate team.
If you would like to make a formal complaint or would like us to investigate this issue on your behalf then you can contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
Five star service
Five star service, or, to be more accurate, ten stars!
At every stage, staff were highly professional, thorough, encouraging, and patient.........and, on occasions when staff told me what would happen next, it did indeed happen, and did so promptly.
Hey, it's VERY much in our own interest to use this service, and, while the volume of info provided is mighty, the staff make it as easy as possible to cope with.
January 24, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Anne,
Thank you so much for your wonderful review and appreciate you taking the time to provide feedback on our service.
We’re so glad that you found our team to be professional and encouraging.
If there’s anything else we can help you with in the future, don’t hesitate to contact us.
Kind regards,
Sam
Helpful staff and great advice
Phoned and got through immediately to a well informed and pleasant chap who informed me of the options and arranged a site visit by his colleague
January 18, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Andrew,
Thank you so much for your positive feedback and for taking the time to provide this.
We’re so glad that you found our team to be helpful and well informed.
If there’s anything else we can assist you with in the future, please do get in touch.
Kind regards,
Beth
ZERO CUSTOMER SUPPORT OR FOLLOW UP
We engaged with these people beginning Nov 2023
We were given 2 options regarding improving our insulation
2nd option required a survey to assess what else we may need doing.
Chloe the advisor was full of enthusiasm however that seems to have run out of steam
No follow up
Phoned them several times for an update - permanently on hold
E mailed witn zero response
Spoke to another advisor - follow ups not well, followed up
More e mails with no response
Had a call from Chloe on 8th Jan promising ( in her words) ' to light a fire under warm home'
No follow up
Called on 31/ 01 on hold for 12 minutes
E mailed again but not expecting any follow up
If this wasn't a govt backed scheme I'd step away as it feels like a scam
As one other commenter has said it may be cheaper and quicker to D.I.Y
Very disappointing and extremely poor customer service
November 6, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Deborah,
Thank you for taking the time to provide some feedback of our service and the delays in response from our team.
We appreciate the impact this has had on you personally and would like to apologise for this.
We’re sorry to hear that your experience has been a negative one and we will ensure that your comments will be passed on to the relevant teams.
If you would like to make a formal complaint and so that we can investigate further, you can email Home Energy Scotland at reviews@homeenergyscotland.org.
If there’s anything else we can help you with, we hope you do get in touch.
Kind regards,
Sam
Absolutely useless
Absolutely useless, promoting businesses that charge way over market rates. Such as loft insulation for £4k, but ill only have to pay £1100. I got it done privately for £700!
Boilers, way over the odds, windows... absolute joke.
People on the phone also don't know what they are on about and call you for a 'review of their services' after 8pm!
Absolute farce.
Edit - Pray tell what would be the point of a 'formal complaint' there then Gen? When an organisation is as incompetent as Home Energy Scotland, there is little point. Much better to warn others not to waste their time.
January 22, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Paul,
Thank you for taking the time to provide some feedback of our service.
We’re sorry to hear that your experience has been a negative one and we will ensure that your comments will be passed on to the relevant teams.
If you would like to make a formal complaint of our service, you can email Home Energy Scotland at reviews@homeenergyscotland.org.
If there’s anything else we can help you with, we hope you do get in touch.
Kind regards,
Gen.
Nightmare
Experience continues to be stressful. Bottom line is DON'T GO AHEAD IF YOU DON'T HAVE LOTS OF MONEY! The company doing the installation want the payment in 25%, 60% and 15% payments. HES/ SDS only provide 60% leaving you to fork out £ks. Few of us have £thousands just lying about. The worst bit is - they start deducting the Direct Debit BEFORE the work is complete and all the payments made. That is patently unfair.
The initial advise all sounds good but when you get down to trying to get the work done, it's a nightmare. My case has been dragging on for months now.
January 5, 2024
Unprompted review
Reply from Home Energy Scotland
Hello Seonaidh,
Thank you for taking the time to provide a review of our service.
We’re sorry to hear about the continuing issues you have faced concerning your loan payments.
We appreciate the impact this has had on you personally and we would be happy to investigate and take this matter further for you.
So that we can locate you on our system and support you quicker, please can you provide your contact details (name, surname and address) to our reviews inbox at reviews@homeenergyscotland.org and we can then raise this complaint on your behalf.
If there’s anything else we can help with, please don’t hesitate to contact us.
Kind regards,
Gen.
Brilliant team
Excellent service everything was explained clearly to which was easy to understand, very polite and useful information on things I can do in my home. Also explained what I could get funding for ,highly recommed.
November 7, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Maryann,
Thank you so much for your wonderful review and appreciate you taking the time to provide feedback on our service.
We’re so glad that you found our team to be polite and our service to be useful and easy to understand.
If there’s anything we can help you with in the future, please do get in touch.
Kind regards,
Beth
So far so good 👍 now just waiting to…
So far so good 👍 now just waiting to hear about a government grant and insulation wall cavity and any other help i need 🙏 I read some comments people saying how long they take 😀 calm down let them do there job , I have been dealing with scottish power past 3 years as they are all morons , but now I have home energy scotland to help , ok I might not get it all paid or even half but something will help , and this organisation is there helping us get something back from the government and thats no easy task 🏴🏴
December 22, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Kevin,
Thank you so much for your fantastic feedback of our service.
We are happy to hear that we were able to assist with helping you accessing funding for energy efficiency measures and hope these will make a difference to your property.
If you have any additional questions or queries, please don’t hesitate to contact us.
Kind regards,
Gen.
How to save on enregy
How to save on enregy
I have really bad anxiety and hearing loss and when I said that to the advisor she spoke in a more slower calming way. She also made sure I was understanding the information I was given and I got the help I needed and after the call I was not harassed by marketing email or texts by them
December 4, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Christine,
Thank you so much for your positive feedback and for taking the time to provide this.
We’re so glad that you found our advisor to be helpful in ensuring you had the information and assistance you needed.
If there’s anything else we can help you with in the future, please do get in touch.
Kind regards,
Beth
Don’t bother!
Despite having received a reply to contact a member of the team, no-one is in a position to help or to issue me with my grant funds. I have been waiting a few months now already and still nothing. They are in breach of contract. Well beyond their stipulated payment timeframe. Do not enter in to a contract with Home Energy Scotland. They simply do not care and won’t send you your grant funds when they say they will. I’ll now await their standard copy and paste reply.
October 13, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Derek,
We’re really sorry to hear about your experience of our service and that so far you have not been able to talk to anyone to resolve your grant payment issue.
So that we investigate and take this matter further for you, can you please provide your contact details (name, surname and address) to our Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414 Monday-Friday 9am-5pm.
We understand that you may have contacted the above details before, however, you can also contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org so we can help investigate and raise this complaint further for you.
We apologise once again for inconvenience caused, however, if there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
Clear and simple guidance.
December 1, 2023
Unprompted review
Reply from Home Energy Scotland
Hello,
Thank you so much for your positive feedback and for taking the time to provide this.
We’re so glad that you found our guidance to be clear and straightforward.
If there’s anything else we can assist you with in the future, please do get in touch.
Kind regards,
Beth
Delivered (pretty much) as promised
Received my loan funds within three weeks of submitting my claim.
December 13, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Gwen,
Thank you so much for your great feedback of our service.
We are really glad to hear you received your funds in a timely manner and appreciate you taking the time to review your experience.
If you need further assistance in the future, please don’t hesitate to get in touch.
Kind regards,
Gen.
Yet another delay
Waiting for approval for our solar panel, battery and air source heating. Got the approval, sent back everything that was asked for. Today I received an email to go ahead with the installation but no mention of the 60% deposit money we applied for, without which we can’t start work.
December 12, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Lorna,
We’re really sorry to hear about your experience of our service and for the delay in your grant payment.
If you would like to make a formal complaint of the service, you can contact the Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414.
Alternatively, you can also contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org so we can help investigate and raise this complaint further for you.
We do appreciate you taking the time to provide feedback on your experience and will ensure that this is passed to our Services Delivery team who manage our loan applications.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
Appalling service
Appalling service. I have been trying to claim the funding I'm eligible since my heat pump was installed in October. At first I could make intermittent contact with Servicesdeliveryscotland- this communication typified by them asking for documents already supplied.
Now they are entirely unresponsive by email and have been for weeks. When I got through by phone I was informed by the call handler that it was third party call answering service and they could not provide details on my application, nor pass on information on to HES.
I am not hopeful I will ever see this funding and I'm really not sure if this is a scam. I would avoid dealing with Home Energy Scotland if at all possible.
December 11, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Nick,
We’re really sorry to hear about your experience of our service and the delays regarding your claim.
We appreciate the impact this has had on you personally and would like to apologise for this.
We understand you have had communication issues with the Services Delivery team before, however if you would like to make a formal complaint of the service, you can contact the Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414.
In addition, you can also contact Home Energy Scotland by emailing us at reviews@homeenergyscotland.org so we can help investigate and raise this complaint further for you with the Services Delivery management team.
We would like to thank you for taking the time to provide feedback on your experience with us.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.