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
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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
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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
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Excellent advice
Jenny Law was knowledgeable and very helpful with advice and guidance about installing a heat pump and other ways to improve energy efficiency.
December 5, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Keith,
Thank you so much for your great review of our service and one of our advisors.
We are so glad to hear that they were able to assist you with advice and guidance on installing a heat pump and improving your energy efficiency rating.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
Excellent, friendly advice
Excellent advice, friendly service, generous grant and loan. Helping me to stay warm, save money and do something about climate change. Says it all. They have the knowledge, patience and skill to help navigate all the technical and bureaucratic challenges of home energy efficiency.
December 8, 2023
Unprompted review
Reply from Home Energy Scotland
Hello David,
Thank you so much for your excellent feedback of our service.
It’s great to hear that you found our advisors to be patient and knowledgeable and that we were able to assist you with your home energy efficiency queries.
If you need further assistance in the future, please don’t hesitate to get in touch, we’ll be happy to help.
Kind regards,
Gen.
I am waiting for the finalisation of grant payment
Another 7 days passed, absolutely no communication.
I am still waiting!
This is the most inefficient system ever. You need to be able to finance this yourself for months before payments are made.
A month ago they said that my email did not include the second proof of identification in my email. I sent all the documentation by post! I took great care in numbering the check box list and cross referencing the copies of the documentation sent by numbering the pages. I took extra care with the accuracy of the information posted as my previous experience had shown that mistakes could result in weeks of delay.
The Trust had already approved my identification documentation with the first payment. All other invoices showed my name and address!
How much longer do I need to wait!
I am waiting for the finalisation of the grant payment. I have no idea whether the documentation (sent by post) has been received or what the current lead time is. Unable to communicate effectively through phone or email.
On reading other reviews this unacceptable service level has been here for a long time with the same answers to these types of emails and no improvement to the system.
An online system to track the progress of applications would help, similar to tracking a parcel delivery.
What improvements to the processing times are in progress?
December 7, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Ian,
We’re really sorry to hear about your experience of our service and your concerns about our grant and loan process.
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.
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 appreciate also your thoughts on system improvements. We continue to review and progress enhancements to our systems to improve customer experience. In the next few months, it is hoped that some key improvements will be available which will help to address some of the outstanding concerns raised. In particular, we are implementing new systems that we believe will significantly improve our customer's experience.
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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
Very friendly and knowledgeable
Very friendly and knowledgeable. Showed me varies ways to help save energy and arranged other contacts to help me. Ben was a genuine nice guy. Thanks
November 29, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Scott,
Thank you so much for your positive feedback.
We really appreciate you taking the time to review our service and are so happy we were able to help.
If you need further assistance in the future, please do get in touch.
Kind regards,
Gen.
Waiting 5 months to receive my grant - still no answer
After applying for a grant for solar panels and batteries approved in June I am still waiting to receive the full payment £11,500 from them.
After paying up front to ensure the panels could be installed during the summer I have had problem after problem in trying to get the funds back.
You cannot speak to anyone in the team as they are too busy and after emails and leaving messages they only ever contact you by email where you are advised to call back, only to be told that they can't put you through to someone and would leave a message.
After then being told they didn't have all the forms (which they said they had originally) I drove to their office to hand them in.
on 27th October I received confirmation they had been passed to the relevant team to process and after 2 further emails and no response I'm still waiting.
I'm sure I'll receive a reply to this post asking me to send an email but given they ignore emails you have to ask what is the point!!
November 28, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Dave,
We’re really sorry to hear about your experience of our service and the delays regarding your claim.
The last few months have been an extremely busy time for our service, however, 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 from Monday – Friday between 9am and 5pm.
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 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
4 Months on and still waiting for payment. Or even someone to speak to me
After having our loan agreement in place for solar panels and a battery, we had the work done in July and submitted all of the relevant documentation at the time the work was done.
After having heard nothing for a month I chased again (because we had the supplier chasing us for payment). I was told that there was a high demand and they would get back to us.
Two months later, now into October and still nothing. I chased again to be told that there was a problem with my claim, which was the first I’d heard of it, and that there was a change in the rules and we would only get the funding now if we got an air source heat pump installed too. Given that we had (a) the agreement before the rules changed and (b) a heat pump already installed (and on all the documentation provided at the time the initial application was made) this was quite a shock to me. I was told to provide proof of the heat pump installation and then call back to make sure they had received it on their end and they would make sure everything was processed.
I duly submitted that information again and called back. Only this time the agent on the phone said he didn’t understand why I was told to do that because they wouldn’t actually be able to see it. He was very helpful and went through all of the details again with him to make sure he had a note of everything and said he would try and get someone to call back as a priority.
That was nearly a month ago. I phoned again and spoke to another agent who said he would flag as a priority again and wait for someone to call us but, that while he was very sympathetic, I was through to a third party answering service and not someone from Home Energy Scotland.
So now I am 4 months further on from having the work done. We’ve had the supplier, understandably, very angry with us and absolutely nothing from Home Energy Scotland. It’s been very stressful and I intend to make a complaint to the Financial Services Ombudsman as soon as they will listen in another 4 weeks
July 10, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Andrew,
Thank you for taking the time to review your experience of our service.
We’re really sorry to hear that you have had issues awaiting your funding payments and that so far you have been unable to speak with anyone in our Services Delivery team to resolve this matter.
If you haven’t already done so, can 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.
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.
Once again, we would like to apologise for the inconvenience this will have caused you and we will ensure your comments are passed to our Services Delivery team who manage our grant and loan applications.
If there’s anything else we can do to help, we hope you get in touch.
Kind regards,
Gen.
Great
Good, open contact with HES representative who listened as well as provided comprehensive information and assistance
October 10, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Chris,
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 helpful and informative and that we were able to assist you.
If there’s anything else we can help you with in the future, please do get in touch.
Kind regards,
Beth
Really knowlegable and proactive staff
Really knowlegable and proactive staff. Took time to explain options to me and were very thorough in their assessment and advice.
November 8, 2023
Unprompted review
Reply from Home Energy Scotland
Hello,
Thank you so much for your brilliant feedback of our service.
We are very pleased that you found our staff to be knowledgeable, thorough, and proactive and that we were able to provide you with the advice you required.
If there’s anything else we can help you with in the future, please get in touch, we’d be happy to help.
Kind regards,
Gen.
An extremely poor experience
An extremely poor experience. The time taken for payment of the loan for a solar and battery installation was not acceptable. The first advisor I spoke to told me that it could be up to 45 working days to get the payment, but refused to put this in writing. It was 2 months between submitting the documents and getting the loan paid, leading my installer to call 3 times demanding payment. I had to copy my installer into my complaints to the HES email to demonstrate that this was not my fault. email responses were also confusing, indicating that the process was further ahead than it actually was. A hugely stressful and unpleasant process. I feel sorry for the advisors on the phone, as they have to explain this mess to the customers. The only positive is that we got the loan eventually.
October 31, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Rebecca,
We’re really sorry to hear about your experience of our service and the delays regarding your loan payment for your solar and battery installation.
We appreciate the impact this has had on you personally and would like to apologise for this.
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 and we can 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 grant and 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,
Beth
The agent was very knowledgeable and…
The agent was very knowledgeable and was able to offer advice and sent the information for me to follow.
October 12, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Dorothy,
Thank you so much for taking the time to provide feedback on your experience with us.
We are so glad that you found our advisor to be knowledgeable and our advice helpful and we hope that you will contact us again in the future if you require further help.
Kind regards,
Gen.
extremely happy with the service…
extremely happy with the service provided, all staff were polite and extremely helpful
November 3, 2023
Unprompted review
Reply from Home Energy Scotland
Hello William,
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 staff to be helpful and polite.
If there’s anything else we can help you with in the future, please do get in touch.
Kind regards,
Beth
Terrible avoid at all costs
initiallly appiled for loan for solar and batteries, all accepted no issues, contacting them positive..,,
After the install and waiting for the loan to pay the pain starts, unable to get a reply by email or return phone call after three months I have had to get a bank loan to cover the costs involved.
Had I not involved HES this would have been a simple straight forward job,
Recommend you have nothing to do them its not worth it.
One star rating is to high you have been warned.
November 1, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Colin,
We’re really sorry to hear about your experience of our service and the delays regarding your loan.
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.
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 grant and 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,
Beth
Kind people work here.
The woman on the phone was helpful and patient with me, even though I was nervous about switching my faucets to water-saving devices, but what a difference they have made! Now there is enough water leftover after finishing my shower to be able to do the dishes.
October 20, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Christy,
Thank you for your fantastic feedback.
We’re so happy that you had such a good experience with one of our advisors and that you are noticing a difference with your water saving devices.
If there’s anything else we can help you with in the future, please don’t hesitate to contact us.
Kind regards,
Gen.
Takes them forever to do anything
Takes them forever to do anything. Applied for the interest free loan for solar panels. 5 months after paying for the panels we still don't have the full loan amount back. You send what you need to. They take a couple of months then get it touch to say they need something else. You send it. Another couple of months of chasing. Then they ask for something else. Stuff they already have!
October 20, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Polly,
We’re really sorry to hear about your experience of our service and the delays in receiving your full loan amount.
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 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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
My experience was very good & I…
My experience was very good & I received the help I needed. The colleague I talked to was extremely helpful & went out of her way to provide me with access to the information that really made my phone call beneficial.
September 8, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Joan,
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 helpful and that we were able to provide you with the assistance you needed.
If there’s anything else we can help you with in the future, please do get in touch.
Kind regards,
Beth
Staff where all very helpful and…
Staff where all very helpful and courteous in every way.
October 3, 2023
Unprompted review
Reply from Home Energy Scotland
Hello James,
Thank you so much for your amazing feedback.
We really appreciate you taking the time to review our service and are so happy we were able to help.
If you need further assistance in the future, please do get in touch.
Kind regards,
Gen.
positive experience.
I had work done through Home Energy Scotland and overall had a positive experience. I had a query about the work done and called recently and the person I spoke to could not have been more helpful. He was very polite and friendly and found out all the information I needed. Very happy with the service.
September 5, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Mary,
Thank you for your fantastic feedback.
We’re so happy that you had such a positive experience with our service and that one of our advisors was able to provide you the advice you required.
If there’s anything else we can help you with, please don’t hesitate to contact us.
Kind regards,
Gen.
Very helpful constructive information…
Very helpful constructive information and advice
October 2, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Dorothy,
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 informative.
If there’s anything else we can assist you with in the future, please do get in touch.
Kind regards,
Beth
I have got the first installment of…
I have got the first installment of loan for Solar PV and Novus company installed my Solar Panels with Battery storage. Now I have applied for the final amount of loan. Hopefully it will get very soon.
Thanks for the good service of home energy Scotland .
October 2, 2023
Unprompted review
Reply from Home Energy Scotland
Hello George,
Thank you so much for your positive feedback.
We’re so glad we were able to assist you.
If there’s anything else we can help you with in the future, please do get in touch.
Kind regards,
Beth
Rejected for a grant/loan
Rejected for a grant/loan. Seems these are available only if you are well enough off not to need them! No reasons given, state they will not give any reasons! What kind of a cowboy outfit is this?
September 4, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Jonathan,
We’re really sorry to hear about your experience of our service and your concerns about our grant and loan process.
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
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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
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