Sustain - Solar, Heat Pumps & HomePlans Avaliações 779

Sustain won a contract from Dorset Council as approved fitters of solar panels. I have had a terrible time trying to get the panels installed, which is a shame because it started so well. Survey was good, design looked fine and was tweaked to my satisfaction - then the trouble began. Four visits by scaffolders in order to get sufficient scaffolding on the roof. Wrong equipment delivered which led to a delayed installation on top of there being insufficient scaffolding, plus damaged roof tiles. Installation booked for Easter Monday, yes, I checked and was assured it was correct. An electrician turned up. A fortnight later following emails and complaints, not a word from Sustain and the panels are on the ground still.

Done a great job I'm saving g a good amount each month happily surprised.had a man called Simon come today to help me set up revenue

We just had a solar power system installed with six PV panels and a battery. Scaffolders arrived at 08:30 as expected on Monday. They were super efficient, courteous and considerate of our property. The scaffolding was all up in a couple of hours and they left at 11:00am. Then, also as planned, the roofers, electricians and the kit arrived about 08:45 on Wednesday. They worked flat out, were also very helpful, efficient and considerate. Our new panels went live about 15:15, and we’ve been off grid or exporting power to the grid ever since. We’re expecting the scaffolding to come down in a week’s time. This has been a really positive experience. The system installed is superb, good value, and we can’t fault the guys. This company deserves its good reputation and we’re very happy that Scottish Power are contracting them.

A big thank you to the Sustain team for their amazing aftercare. I had a fault on my system which they installed about three years ago - I had spoken to Fox who had done all they could remotely and they suggested speaking to my installer - the sustain team were out in a couple of days, fixed the fault ( which was caused by me moving a cable!!) and had us back and running in a couple of hours - absolutely top company with friendly and helpful staff. Thank you :)

Many thanks to Charlie, Adam and Guy and of course Chris Dylan and Frank. Great team work have done an excellent job installing our heat pump. It’s been a pleasure to have them working for us….very professional and helpful. Thoroughly recommend them.

I recently had an issue with my solar battery not working and contacted Sustain for help. Their response was exceptional from the very start. They arranged a visit at very short notice, and the level of communication throughout was first‑class.
The engineering team arrived promptly, quickly isolated the fault—which turned out to be a communication cable back to the CT clamp—and replaced it with zero mess or disruption. Everything was handled professionally and efficiently, and I was back up and running in no time.
A special thanks to John, who organised everything seamlessly, and to Sam, whose expertise in identifying and fixing the problem was outstanding. It's rare to receive service this good, and I couldn’t be more impressed.
Highly recommended!

Laurence at Sustain has been brilliant to work with. He has been helping us plan the installation of an air source heat pump as part of our home renovation and has been incredibly generous with his time and expertise.
He has taken the time to explain everything clearly, answer our many questions and help us think through the best options for our project. His knowledge and professionalism have given us real confidence moving forward.
We are very grateful for his support and would happily recommend him to anyone considering a heat pump.

All went well at the start but the aftercare isn’t there. I am actively losing money because they don’t respond to queries. I have called and messaged but there is no resolution

The Sustain team installed the panels to my satisfaction and kept me informed along the way.

I was impressed with Sustain when they installed a solar and battery system in 2023, and upgraded our batteries last year. Sam and Maddie were quick and effective. Not so impressed now, with no response after a week to an email asking for specific support, and nobody seeming to answer the phones.
I appreciate the follow-up and explanation in response to my review.

Outstanding experience from the first call to the final installation of our high-temp Samsung heat pump and Adia system. We never thought it would be possible to achieve such even heating throughout our flint cottage, but the results have been incredible. Even through heavy frosts, we have been perfectly cosy.

A particular shout-out to Laurence, who handled our design; Ryan, who managed the prep; and Jacob, Freddie, and Taylor, who worked tirelessly on the install.

The addition of the Adia system was a game-changer for us, allowing us to:

Minimise disruption: We had to change far fewer radiators than expected (bought 2 larger ones)

Total comfort: The sensors and controls provide perfectly even heat across the whole home.

Cost efficiency: The smart learning features optimise our heating based on our specific tariff.

I could not recommend this team highly enough.

We have not yet made a decision on converting our heating to an air source heat pump but the process of getting a quote from Sustain has been excellent. Adam - our contact who also did a site visit was open, honest explained the complexities very well and was a pleasure to work with.

When we reached out to Solar Together, a company serving Swindon and Wiltshire, to inquire about installing solar panels, they coordinated with Sustain Homes to handle the quote, survey, and installation. Sustain Homes executed every aspect flawlessly, from scaffolding to installation and electrical connection, all completed on the planned dates. I highly recommend this company for such projects.

From start to finish we were well looked after, through the survey, the quote, the planning and the installation. They explained everything as we went along, they arrived when they were scheduled, worked efficiently and swiftly, left everything tidy and made sure we knew how to manage the app and new tech. Only just finished the project but it is already feeding electricity into our home and battery. The cost for our system was almost a quarter less than our next cheapest quote but the equipment is good, middle of the range, British made and has good reviews. We're delighted with the company and with our new solar panels and battery. Highly recommend.

Installation was completed quickly, installers were friendly and the panels are working very well.

Installer explained everything thoroughly and sorted out the few teething problems that occurred

We had solar panels installed last year through Solar Together and Sustain Homes. Should have known from the start that it wasn't going to be a great experience, with our first appointment over an hour behind the agreed time. After this meeting they sent round a "surveyor" who was due to arrive at the agreed time of 16.00 on a Friday. By chance I left work earlier at lunchtime and the guy pulled in behind me at 13.00! I said I thought you were coming at 16.00? He went round and told us that the battery and inverter would be placed here and its only small and unintrusive and the scaffolders should be OK getting around our lean-to conservatory. None of the work started when the dates were agreed for one reason or another, then when the scaffolders arrived they said they need access to our neighbours, which delayed us a few days as they were away. The scaffolders weren't particularly friendly, especially if you had any questions. When the installers/electricians arrived we had no idea when they were coming, so had could not clear space in our loft and I was not at home and my wife works from home and was extremely busy. The inverter and battery was placed in different place than we expected and was a lot bigger than as described, and somewhat unsightly but whatever. Any time I called the electricians to understand what was happening at my house, they were aggressive and dismissive and clearly had to get the job done in a timeframe. They even ran some trunking through our bedroom which we were not expecting. To be fair to them the work they did was well done but lots of screws and clips left everywhere. We did not get shown how to use the system, I have a limited understanding of what we are meant to do if there is an issue, what to do in the cold. The aftercare team just told us to refer to the terrible app that does next-to-nothing. Even the AI assistant on the app could not answer a simple question. Never call this company on a Friday, no one answers. When I went to pay the balance, I received an email from someone in the company that I had never heard of and unfortunately on the same day (which was again a Friday), I had received a warning from Barclays that someone had tried to take some money from my account (not Sustain). So I asked the person from Sustain could they get someone else to call me and just verify who they were and that this transaction was all correct as I wanted to be sure, given that I was handing over thousands of pounds. I had called multiple times myself just to verify, but no one answered (Friday). Eventually the person from the email called my wife and said that I was sounded "mentally unwell" just for wanting further verification. Wouldn't you want to make certain? Overall a very disappointing experience, the work seems to be well done, but I do not understand the system, how it works what to do with faults, what to do in the winter. We managed to speak with Octopus about some things. I would have expect someone to come out and talk us through the system, they said the electricians should have done this but they didn't. After care and support is awful, maybe if we hadn't used a scheme we would have better treatment.

We had our heat pump installed about a year ago. Sustain have always been very professional, very responsive and all of the engineers have been polite and knowledgeable. I have to admit I was a bit nervous about switching over from gas to a heat pump but one year in and I have been impressed by the system. Our home is constantly warm, we have hot water on tap and our bills have dropped, even during this winter time.
I would also like to say that a good test of how reputable a company is would be - how do they react when there is a problem. Like any new system we have had a couple of issues and the response has been swift, even at a weekend and the problem resolved speedily with no quibble and very professionally. Would highly recommend

We paid £12227 in total for 15x 450w panels, 3x 5kw batteries, 6kw inverter and a EPS socket. Alongside some extra birdproofing and optimisers.

We’re glad we now have solar but overall it was a negative experience and we hope to never have to deal with Sustain again.

To list the issues we had with them in no particular order:

• The batteries were supposed to be in a box outside next to our conservatory and the inverter inside next to our fuseboard but it’s all been screwed to the outside of our house instead without any permission or consultation.
• Their scaffolders walked across my conservatory and caused a leak that I had to fix.
• The electricians walked straight to my wife’s wardrobe and started rooting around without asking.
• They drilled into our internal walls without any dustguard or dustsheets so dust got everywhere inside. They did a very poor job of cleaning this dust by just sweeping the floor.
• They drilled into the internal walls without using any stud or pipe/cable detectors, thankfully they didn’t hit anything but it was just luck they didn’t.
• Loads of rubbish strewn about the garden from them.
• We paid for birdproofing but they left a sizeable gap in it making it useless on the rear house panels, I had to fix this myself.
• They hid excess birdproofing down guttering drains, causing a block that I had to take apart the guttering to sort.
• For some reason, my wife’s great grandfathers honeysuckle was cut near the root during the work.
• They drilled a hole in my living room internal wall and then filled it again and the filling job is incredibly poor quality and they left filler across multiple items in my living room.
• A bolt was broken on my external wall camera by what appears scaffold boards being rested on it.
• Trunking was done across a ceiling rather than the standard around the edges and it’s a pretty poor trunking job too.

Installation was carried out on time , cleanly, and politely by the engineer. All questions so far have been answered in full and further assistance given in operating the App that goes with the system