Energy Saving Trust Reviews 

We recently had new Air Source Heat Pump Heating installed at our house. Really impressed with the performance of the Vaillant ASHP as well as the savings we are making by not using our previous storage heaters. The Energy Saving Trust have been great to deal with, without their support and funding options we probably would not have proceeded. A really positive experience all round. Greenflame from Grantown on Spey were fantastic and the workmanship was excellent.

I purchased an EBike, with a loan facilitated by EST. The process was simple and the loan was processed within the guideline set, the communication was excellent and very helpful.

Thanks to all at EST.

I applied for a loan/grant for installation of solar panels/batteries and an air source heat pump (ASHP). As an aircraft engineer, I found the application process understandable if a trifle tedious. However, I'm not sure how it would work for someone with no technical background. I had to phone twice to clarify a couple of points and the backroom staff were very helpful, but I did find the foreign accents of some of the initial call handlers difficult as I am slightly deaf. Moreover, the call handlers are but message takers as they seem to have no access to customer files.

Due to limited contractor availability, I had the solar installation installed first, followed by the ASHP nearly 3 months later. Having asked the question, a very helpful email from back room staff explained that it was possible to submit a partial claim and have the relevant loan/grant payments made separately. Trust staff members were extremely busy when I first applied due to the volume of applications, but, 3 months later, the position had not improved.

The loan/grant payment timescales are adequate only if the contractor's invoice terms are sufficiently relaxed. However, a claimant could be out of pocket for a considerable amount if not.

This is the second Trustpilot review I have submitted for this installation, the first at the request of the Trust, the second at its insistence! I imagine this is an error, but it has given me time to wonder if retired engineers would find this home working opportunity attractive and be the answer to the Trust's staff shortage.

Amazing team who helped us through some issues that enabled us to install a brilliant ASHP & UFH. Whoever says these are poor then they haven't done their homework and/or haven't employed the right contractor.
The loan gave us that extra helping hand which made the decision so much easier.

Wow! Ebike loan.
I am in need of some therapy after the pilava I experienced with an ebike loan from this lot. I applied for the interest free loan to which was instantly successful. This is where the very complicated sillyness started. I was then emailed to my phone with lots of paperwork in attachments and asked to scan and print all paperwork and fill in and sign a couple of parts but to screenshot every single piece of emailed paperwork to return by email and other parts by post. I called the trust to request all paperwork by post due to not having a computer, scanner or a printer. I was told that this would mean having to send someone into the office. They explained that they are still working remotely. I eventually received the paperwork over a month after being successful for the loan and several calls. I asked if they want me to screenshot this paperwork and send via email as to the original instruction and there being no return envelope. I was advised no and that I should send back by post?? I was originally advised of scanning, printing and screenshoting the paperwork to email back 🤔. I then had to do a Yoti identification process application. This did not work as could not scan my face on many attempts over 3 days. I gave up with this krypton factor like process. I also received deadline emails for returning completed paperwork and threats of withdrawal of the loan before I had even received any paperwork by post. If it is this complicated to turn eco friendly then I'm out. Such a stressful discriminating procedure. Only one of their advisers (Ewan) has been more than helpful to try get this one tracked set up to work for me. If you don't have the technology then don't bother to apply.

17/3/23
I am confused at your reply in regards to your complicated application process. There is absolutely nothing that I need to talk to you about like you advise. You need to fix your one track discriminative application process. Maybe concentrate on the rolling out of your system and make this logistically possible. As to the Yoti face scanning nonsense, please read their reviews. This system does not work as I well experienced! I think the only position for the scan that I didn't try was having my leg round my head! Absolute joke! Hence why I gave up with your loan offer. Was this deliberate on your part as seemed very convenient. Too good to be true like everything else that the government try to roll out. Thanks but no thanks! Your system is faulty!

They are great. The process can seem a bit bewildering, but it is really worth it and the people onthe phone are very helpful.

Solar thermal and solar pv installed. Great systems. Even better with the loans in place. Very helpful staff only downside was the time it took to receive payment but overall glad i installed both systems

The installation of an air source heat pump, solar pv and more insulation increased my EPC from D to A rating. The whole process was made much easler by the helpful, knowledgeable and polite support team.

I got a great loan and cashback to upgrade my old back boiler heating system to an air source heat pump - which i love. Whilst the team were very busy and it took a while to get responses - all contact i had with the team was both useful and polite.

Great loan from the Scottish Government scheme which we used for solar panels and batteries. However, very time-consuming process with telephone interviews and a lot of paperwork.

The loans and grants are invaluable, but the process is frustrating, time consuming and lengthy.

Was an easy experience with good advice on claiming assistance with installation of a heat pump

very helpful with funding towards installation of air source heat pump

Clearly very busy but coped well. Takes a little longer than originally estimated. I found everyone I spoke to was very helpful, polite, professional.

I am an older person and I was unable to scan documents through technical problems with my printer. Got excellent help and advice from staff. Very friendly. Cannot praise them enough.

Initially process was good. All work done in August and still waiting for payment was promised on last nights payment run but nothing in bank and still no email confirmation.

I found from my initial phone calls in May to enquire about loans for solar panels and battery storage to receipt of my payment a few months later a friendly, helpful service. They are struggling under increased demand and did take a couple of weeks at times to get back to me and the process isn't as simple as just getting a bank loan but overall happy with my experience.

My only negative is that they don't release funds until the install is compete and the contractor needed paid before this so I had to find the funds to pay it myself initially through a different loan.

Excellent professional service throughout. The time taken from when applied for the loan to receiving the loan funds was significantly lengthy but overall was very happy with the team and the service and receiving the funds for my home improvements and to be greener and more environmentally friendly. Would highly recommend to all. They were so busy with everyone looking to get solar panels, home storage batteries and or heat pumps to reduce their home energy bills so considering the extremely high demand for their services, they did a great job and provided as much regular updates as the could, and a very professional service throughout, thank you!

Overall the loan application and financial assistance was positive and efficient. I greatly appreciate this support especially during the hard economical circumstances we are all experiencing.

Called me everyday and at inconvenient times. When I asked them to call me on my day off the ‘EXTREMELY RUDE’ man on the other end of the phone said well you will have to ring us now I’m taking you off our list in the most rude, common and obnoxious tone. Sound untrustworthy and unprofessional I will not be calling them!!