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
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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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Warning - Slow to pay out!
*Update* - I have increased the rating as the HES scheme did eventually pay out after I raised a complaint to the email address provided on the response to this review, 2 months after the windows were installed
The advice provided by Home Energy Scotland was helpful and I was able to obtain approval for an interest free loan to install double glazing at my property with relative ease.
As has been reported by others on this site, obtaining the funds was another matter entirely. The scheme requires that proof of the work has been completed before payments are issued, but understandably suppliers expect to be paid promptly on the completion of work.
I paid the supplier from my savings, and 7 weeks later I am still waiting for Home Energy Scotland to pay out.
The Service Delivery Team are clearly not properly resourced and it’s impossible to get hold of anyone. My emails went unanswered for days/weeks at a time and each time I called up I was advised no one was available.
I would not advise anyone to use the service unless they are prepared to wait for an uncertain length of time for the funds and to put a lot of time/effort in to the process and the admin. That said it is a good deal and worth it in the end for all the effort.
If I hadn’t read the reviews on here and anticipated this, the whole ordeal would have been very stressful.
September 21, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Emily,
We’re really sorry to hear about your experience of our service and the delays regarding your loan claim payment.
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 we are happy to investigate and take this matter further.
Could we ask that if you haven’t already that you 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
Nobody gets back to you
Multiple phone calls to ask a simple question. None of the people answering the phone can answer the question and say someone will call back. Nobody ever calls back, nobody replies to emails. They tell you they're busy. They are only available between 9-5 on weekdays.The contact with them is a horrendous experience. Definitely a break in the chain somewhere. Actually wish I'd never bothered starting the process with them.
September 18, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Sharon,
We’re really sorry to hear that your experience of our service has been so negative and that so far you have been unable to speak with anyone to resolve this matter.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible.
We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We are happy to investigate and take this matter further if you 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.
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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
just foned today and got the same reply to busy and will pass it on DEPRESSION AND ANXIETY I'm £13500 indebt …
thanks to you I'm £13500 indebt which I'm really struggling to service , all forms completed and returned ,multiple requests by email and telephone for a simple update, despite assurances, has not been addressed, my next step is to involve the snp minister for business and see if he can get some form of result ,I'm a 75 yrs. pensioner& I'm very close to breaking point financially, and am now on medication suffering from anxiety and depression with hindsight I would not have entered into this bloody fiasco.
September 16, 2023
Unprompted review
Reply from Home Energy Scotland
Hello John,
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 have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We understand you have had communication issues with the Services Delivery team before however we are happy to investigate and take this matter further. 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 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 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
DO NOT APPLY IF YOU REQUIRE FUNDS!!!
After a successful loan (not a grant) application for energy efficient windows in our old house, we sent the invoice off to HES along with an up-to-date EPC certificate.
Two months on ...nothing from HES. We have had to email (no response) and phone multiple times where the girls taking the calls are empathetic but can do nothing to help as apparently only a seperate department of advisors have the case information.
We've been told our claim has been escalated and we will get a call back four times now, not once ever receiving a call back or any information on our claim status.
Now, we have the window supplier turning up at our front door asking for their payment as it's been over two months. I don't blame them. I just wish we had never embarked on this nightmare application.
Worse still, everytime you try to complain, HES just send a template response directing you to the same email or phone number that has failed to resolve any of the issues so far.
UPDATE - Two weeks later and many more phone calls and emails and still no payout. This outfit needs dissolving as not fit for purpose!
September 15, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Adam,
Thank you for taking the time to provide some comments about our service.
We’re really sorry to hear that your experience has been so negative and that so far you have been unable to speak with anyone to resolve this matter.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We do apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We are 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 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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
Awful service wish I could afford without them
Like others no response to emails no call backs. I am waiting on a very large loan and grant payment for 21 panels 20kw battery and an ASHP. Have paid the companies that installed but used all my savings. The install was in June 23. I have emailed back at least once a week and after 6 weeks was told one invoice was missing but I had provided quotes and also receipts all were paid. New invoice sent and a further 4 weeks and nothing. Have also asked to raise a complaint about this and also the fact they sent my information to a totally different company which breaches GDPR but even trying to escalate a complaint has not elicitated a phone call.
Have emailed you my details and also a further two emails asking about the loans but still waiting.
September 12, 2023
Unprompted review
Reply from Home Energy Scotland
Hello,
We’re really sorry to hear about your experience of our service and the delays regarding your grant and loan payment.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We are happy to investigate and take this matter further. 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 Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414 Monday-Friday 9am-5pm. Please include also any concerns around your data which we can also look into.
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 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
Poor payment timelines, failure to meet own promise
Initial consultations, helpful, though a little slow and draw out.
Issue is in the administration of the release of funds. As these are loans to pay for works already completed, they need to meet the 10 days to pay promise. I am currently sitting at 21 days, with a contractor quite rightly chasing payment for completed works. The matter is made worse by the lack of personnel to answer customer calls, with all calls transferred to an overflow 3rd party who can do nothing but take contact details and promise some one will call. I am still waiting for the call back 4 days later.
Update, no call back but, I managed to get through to an actual advisor. Release of funds apparently sitting with financial management for final approval, when asked how long that will take, maybe two weeks, then 3-4 days for the funds to hit my account. If, and its a big IF it happens in two weeks, that would be 39 days since the claim, almost 4 times the advertised time. More needs to be done to accurately manage expectations and provide a realistic timeline so people can manage their installers.
September 11, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Mike,
Thank you for taking the time to review our service and providing valuable feedback on where we could improve further.
We apologise that you so far have been unable to speak with a manager regarding the delay in receiving your loan funds.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We understand that you have now spoken with an advisor, however, we would be happy to investigate and take this matter further if you 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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
HES payment typically late…
Grant payment from HES is shockingly late. Supposed to pay out within 10days, 30+days later I’m still waiting. 3K on my credit card, now being charged interest. Tried emailing and calling. Emails get ignored or get standard reply ‘sorry we’re really busy at the moment’. Same message from 3rd party when you call them. Typical Scottish Government plan, understaffed and underfunded. Good way to get people to go green…
August 23, 2023
Unprompted review
Reply from Home Energy Scotland
Hello John,
We’re really sorry to hear about your experience of our service and the issues you have faced contacting us to discuss your grant payment.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We are happy to investigate and take this matter further. 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 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.
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
No payout
Update
Sent final invoice again first payment received within 3 days. Thank you
Update
Ive sent the quote when i applied the grant after you requested an invoice for the 60% and now you want another invoice from the isnstaller if its legitimate. Ive forwarded with a headed paper which they sent me.im really not impressed with this as ive already sent all the relevant information what you asked from my end. It is just slowing down the process more. Nowere states this extra invoice which you already have.
Really slow process about payout. Submitted all the requested documents been told payout is within 2 weeks made numerous phone calls email still nothing happened and i get the same message as everybody else it has been processed and forwarded on to the management team for final checks, once approved it will be paid on the next available payment run.my installer waiting for the 60% deposit but i can not pay them and my quote is not valid forever. And winter approaching. Im really disappointed about HES. I've been told the manager will phone me back still nothing.
September 8, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Adrienn,
We’re really sorry to hear about your experience of our service and for the delay in hearing back regarding your loan payments.
We have fed back your review to the Services Delivery Team who have indicated they have reached out to you and are working with you on resolving this.
If you need to speak to our Services Delivery team at the Energy Saving Trust regarding this, you can contact them 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.
If there’s anything else we can help you with, please let us know.
Kind regards,
Gen.
SERVICES DELIVERY DEPARTMENT WINS THE AWARD FORWorst department in the Scottish Gov.
Great response and information from Home Energy Trust. Then you move onto deal with The Services Delivery Team!!! Oh boy!!! Initially missed the cut of date due to being given the wrong information. Finally, managed to get my approval for the loan only after an exhaustive stressful time. Pauline was a star and seemed to be the only one knowing what she was doing. I don't know what's happened to her, holiday/prtion hopefully, but I'm back to being ignored again.
Initially had the loan for 10 years but then I asked them if I could do it over 12 years. How long can it possibly take the 'Managers'to. change this from 10 to12 years? Weeks i've been waiting. As before I am back to relentless emailing and emailing with no response. I called once and someone told me she will get someone to call me....again nothing. I've been emailing again and no response. Low and behold, this week I finally received an email saying they had that they would be contacting me soon. Everyday I check to see if they had sent me anything and nothing has been received. I really would like my solar panals up and running this year.
I've had to delay the installation company - again.
This must be the worst performing department in the government. I'm sorry that I can't give a good report but it seems the only way someone will listen or respond to them is by coming on here.
Please can someone send me the new contract?
September 7, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Corinne,
We’re really sorry to hear about your experience of our service and for the delay in hearing back regarding your loan.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We would also like to thank you for taking the time to provide feedback on your experience with us and we are happy to investigate and take this matter further. 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 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.
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 advice
Like D Henderson, my review is based on the initial contact before making an application. The advice received was excellent and a model for how to deliver clear tailor-made advice on a complex matter.
August 24, 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 the advice, our team provided, to be helpful and clear.
If there’s anything else we can assist you with in the future, please do get in touch.
Kind regards,
Beth
Good and friendly advice... But slow payouts
Good and friendly advice, but one major issue: payout times for loans.
HES/Energy saving trust aim to pay out within 14 days of a loan claim being submitted - they're (understandably) busy, so this isn't happening. I'm at over a month waiting so far since submitting the loan claim. The main problem however, is poor communication. I haven't been told how long this is going to take.
The last I heard it was 'waiting for senior management approval' and 'the next pay run'. Each loan offer is supposedly ring fenced - and each is a binding contract - so I don't understand why there needs to be so much bureaucracy from senior management if all necessary information has been submitted.
Meanwhile, my installer hasn't been paid. I can only hope HES sort out the delays before I get chased for overdue payment.
Update: after I highlighted this issue the payment arrived the same week. I've updated my review to 4 stars, as besides from this issue I was very happy with the initial consultation and options available through Home Energy Scotland.
September 5, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Jack,
We’re really sorry to hear about your experience of our service and for the delay in receiving your loan payments.
We have been experiencing a larger than normal demand for the Home Energy Scotland grant and loan and we are working extremely hard to process claims as quickly as possible. We apologise for the inconvenience the delays have caused you, we are aware that this is below the level of service we aim to provide to our applicants and would like to assure you that we have taken steps recently to improve our response timescales.
We are happy to investigate and take this matter further if you 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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Gen.
HES Service very good
I felt at ease listen to and given good advice and helpful information Emma was great she made sure I understood everything and followed ip as promised a great service and I feel I now have help and where to go when and if I need more help in the future thank you so much
August 29, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Betty,
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 get in touch, we’ll be happy to help.
Kind regards,
Gen.
Really Excellent
Can’t yet comment on the later stages of an energy efficiency project, but initial advice from HES has been really excellent.
August 31, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Mr Henderson,
Thank you for your fantastic feedback.
We’re so happy that you had an easy experience with our service and that we were able to help 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.
Make sure you can fund work yourself...
I actually cant fault the front end of being offered a loan/grant. Everyone I have spoken with has been really helpful and pleasant to deal with.
My issue is on submitting the final claim. Having submitted this on 19th July I am still waiting for the payment to be processed and this is the last day of August. Every call for the last three weeks has been answered with 'its awaiting final management checks and will take a few days to clear'
I raised a complaint to find out what was taking too long and was promised a manager would call me within two working days. Im on working day 7 now and no call.
August 31, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Murray,
We’re really sorry to hear about your experience of our service and for the delay in your loan processing.
The last few months have been a busy time for our service; however, we understand that the delay will be impacting you personally and we would like to apologise for this.
We are happy to investigate and take this matter further if you 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.
If there’s anything else we can help you with, please get in touch.
Kind regards,
Gen.
I would give 5 stars to start of the…
I would give 5 stars to the start of the process as the initial consultation, information and start of the application was excellent. Knowledgeable and helpful staff and a very quick turn around.
However, after this, this is when things got difficult and stressful. The lack of communication at this stage is appalling. Every single email and phone call I have made, I have communicated with a different person and therefore had to explain everything again. Emails take weeks to be seen and several more to be replied to. Phone calls often go through to a 3rd party provider who can't give you any information or answer any questions.
All in all, 4 months after the initial application was made I still don't know if I can get the loans and grants I need to insulate my 1730's stone built house. And therein lies the problem - or so I've been told. All Greendeal and Trustmark installers provided on the list do not use, or supply, or install the materials we need to use in our house. After I was emailed on the 10th July - saying our application had gone to appeal - to the Scottish Government, I was told to keep phoning to 'chase' them. I have done this and been told that on Monday 28th August my appeal has been sent through? Confused? I am. Despite phone calls and emails I am still non the wiser.
If you - like us - decided to get this done while you are doing other works - make sure you apply for any loans/grants - 6 months to a year in advance?
Its a very stressful and long drawn out process - anyone would think that they don't really want anyone to get these improvements made. The hassle is unbearable. I'm only continuing with this as I can't afford the heating bills or the insulation costs. Insulation installation and upgrades to save the environment is a process that is definitely currently only for the rich.
August 30, 2023
Unprompted review
Reply from Home Energy Scotland
Hello,
We’re very sorry to hear about your experience of our service including the delay in your loan and grants application confirmation and the problems you faced obtaining clear updates regarding 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.
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
Extremely Disappointed with Service Experience
I am compelled to share my deeply frustrating experience with the Energy Saving Trust. It is with a heavy heart that I give this organization a one-star rating due to the abysmal service I have encountered.
Several months ago, I submitted my application for a loan with hopes of making important energy-efficient home improvements. Unfortunately, the journey since then has been an unending nightmare. Every time I reached out for assistance, I found myself speaking with individuals who seemed completely disconnected from the business and utterly incapable of offering any substantial help.
Regrettably, after enduring seven months of this ordeal, I am at a point where I can confidently say that I have squandered an excessive amount of time trying to communicate with this unreliable company in pursuit of the promised loan. My interactions have consistently been marked by a shocking level of unprofessionalism and a concerning lack of transparency.
I have diligently maintained contact with your team, eagerly anticipating a resolution to the matter of my pending loan. It was communicated to me that the funds were scheduled for disbursement over a month ago. Yet, every follow-up call I make only serves to frustrate me further, as I am told that the payment is held up with your payment processing company. I've been repeatedly assured that I should expect the funds within 3 to 5 working days. Astonishingly, despite these assurances, an excruciating 26 working days have passed, and I am still left empty-handed.
I have always believed in the mission of the Energy Saving Trust and its vital role in promoting sustainable practices. However, my recent experience has shattered my confidence in the organization. I had hoped for timely and effective support, but instead, I have encountered prolonged delays, contradictory information, and an utter disregard for my time and trust.
While I am eager to support initiatives that contribute to a greener future, I find myself hesitant to recommend the Energy Saving Trust based on my current experience. It is my sincere hope that the Trust addresses these significant shortcomings and works to rebuild the trust it has lost from customers like me.
August 25, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Ahmad,
We’re really sorry to hear about your experience of our service and for the delay in receiving your loan payments.
The last few months have been a busy time for our service; however, we understand that the delay will be impacting you personally. We apologise for both this delay in funding and that your calls to ourselves have thus far not helped with a resolution. Please be aware that we will pass your comments on to the relevant teams to better improve our service.
So that we can help you further with this issue, or if you wish to make a formal complaint, we would please ask that you contact the Services Delivery team at the Energy Saving Trust by emailing servicesdeliveryscotland@est.org.uk or calling 0808 108 9414 Monday-Friday 9am-5pm. The Services Delivery team manage all loan applications and claims queries and therefore will be able to assist you with your complaint about accessing your loan funds.
Alternatively, you can also contact Home Energy Scotland by emailing us at advice.ne@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,
Gen.
Long protracted process
Process started in September last year and even allowing for the increased volume of requests it’s been a long long process. Initially emails were preferred method but really needed to speak to someone- you can’t easily speak to anyone - phone usually picked up by 3rd party who can’t help. Emails seem to go at best awry, had to email forms back in 2 page bundles while on the phone for a hour when I eventually found someone to speak to that could help.
Solar panels installed in June and I am still trying to get the last payment… poor installation companies out there waiting for payments. I’m currently waiting for a callback as yet again phone answered by 3rd party who can’t help. Why use a 3rd party if they are unable to provide support?
Wee update, finally got the payment end of October. Unfortunately it took the involvement of local member of parliament and threats of contacting the Ombudsman to get this done.
Appalling service and if I could score lower I would.
August 23, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Ally,
We’re really sorry to hear that you have had issues obtaining support promptly and receiving your last payment.
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 do appreciate you taking the time to provide feedback on your experience and will ensure that your comments on the process length and communication issues you faced are passed to our Services Delivery team who manage our grant and loan applications.
We understand you have had issues contacting our 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.
If there’s anything else we can do to help you in the future, we hope you do get in touch.
Kind regards,
Beth
They pay out.......eventually
Same issues as others here. Submitted a loan application last year which was approved in December 2022 for a Solar PV, battery storage and cavity wall insulation. All works were complete by 18th May 2023. We completed all paperwork in full and returned for HES to release the funds to us. No payment has been made to us. Several emails and phone calls to chase with empty promises of a manager to get back in touch who never does. They've told us nothing else is needed to complete the claim so not sure what else we can do. I think they have either gone over budget or their cashflow projection does not allow them to release the loan funds at the same pace as they need to pay out. I only went with the Solar and battery as it was a no brainer for 0% loan that returns more per month than the loan costs me. I would have been better investing in a low yield bond at this rate if HES are not going pay out. A message to HES, don't bother replying to this review with the same standard response as you've given to others unless you have something more informative that just 'contact complaints department'.
I feel I should edit this review as of 22nd August 2023 to be fair as HES finally issued the loan to us. This was still more than 3 months after we had paid out for all the works to the Contractors so something to bear in mind for others looking to use this service.
August 18, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Gordon,
We’re really sorry to hear that you have had issues with receiving your loan claim pay out and have been unable to speak with a manager so far.
The last few months have been an extremely busy time for our service; however, we appreciate the impact this is having on our customers, and we 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 and providing your details so we can investigate and raise this complaint further for you.
We do appreciate you taking the time tell us about your experience and we will ensure that your feedback 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,
Gen.
Quick, easy and job done
I contacted them to see about the EV charger grants. Got an informative email back containing the information I wanted as well as other links. Filled the form in and emailed it back, the form says to allow eight working days, got my response within 24 hrs with everything I needed for the company that are going to fit the charger. I cant fault them.
August 11, 2023
Unprompted review
Reply from Home Energy Scotland
Hello Elaine,
Thank you so much for your brilliant feedback.
We really appreciate you taking the time to review our service and are so happy that you received your required information in a quick and easy manner.
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.
Only for rich people
The processing time is so long. I was told that I could go ahead with the work as I had received all the paperwork. Then the next caller I spoke to said I wouldn't get the grant after the work had been done and paid for. That was almost 3 months ago and I'm still waiting to get confirmation. In the meantime every person I've spoken to has said a different thing, I keep getting contradictory and inconsistent advice. I have been in my overdraft for months now.
Editing to say I made a formal complaint on 8/08/23 and have had no response despite sending follow up emails. I have now contacted my local MP
August 10, 2023
Unprompted review
Reply from Home Energy Scotland
Hello,
We’re really sorry to hear about your experience of our service including the delay in your grant confirmation and any inconsistent advice.
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
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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