Sustain - Solar, Heat Pumps & HomePlans Reviews 

All went exactly as stated and described by Sustain in the design pack and quotation.

The installers arrived on time on the day expected and got straight on with work. Friendly and efficient installation which took care of everything. No mess or boxes left, all taken away by the installers on completion.

System ran on completion. No issues at all.

Really well organised and clear communication. Josh in the office was really helpful, with clear explanations and answering all my questions. Due to the weather, the install was completed in one day with minimal disruption!

System installed earlier than first estimated.
Delivery on time and my query re the equipment was resolved while the delivery people were still here/
Installation was seamless the next day as arranged.

Great service from a great company that puts their customers first

A great company and from start to finish, communicated really well and kept me up to date, answered my questions and during the installation took my wishes into account to ensure the works were done to my satisfaction. If only every company could be like this, the world would be a lot less stressful.
The installers talked through what they were thinking and took on board my comments and did a really good job. The install happened in 1 day and the team were friendly, showed my how the system worked and helped set up the app on my phone.
The office staff were equally as good and always answered my questions and got back to me quickly. Again, they let me know the next steps and kept me informed of the installation dates and were there when I called or messaged.
A great service and I cannot recommend the team enough. A great team and company, thank you Sustain Homes.

The fixtures arrived the day before as advised, Then Will & Max arrived the following day and did a great job fixing the units to the outside wall, professional, tidy and polite.

I waited nearly 2 months for a survey. They were scheduled for a morning visit. By 13:00 I hadn’t heard anything so I called them. Surveyor was running late and maybe be “another hour or 2”. I get notification of an Amazon parcel being delivered, but no updates or communication for a survey for a £6k installation. I don’t have confidence in them delivering what they planned so I cancelled it.

Fabulous Solar installation. Sensible quote accepted through Wiltshire Council. From initial comms. To installation and after care this company have exceeded our expectations. Lovely helpful friendly installers, scaffolders and electrician. Explanations very clear and great comms. Small glitch with equipment delivery, but all ok in the end. Everything as it should be. Could not recommend this company enough.

team arrived arrived on time and was ready to go very shortly afterwards, polite and efficient they got straight on with the job , cleaning up as they went.
they took time at the end of the instillation to explain the functions and what to expect.
very impressed.

Communication was good during the planning stage and, after some useful discussion, an installation plan was agreed for PV panels on 2 roof aspects and a battery. After a minor glitch by the delivery driver, work proceeded apace and the installation was completed on time. The scaffolders, roofers and electrician worked efficiently, courteously and professionally to deliver a neat installation.

While communication was generally good during much of the process, there were gaps—particularly during the SEG accreditation phase:

1. We weren’t clear on what was required, or which authorities were involved
2. Updates on progress were sparse

This gave the impression that Sustain Homes considered it a low-priority administrative task and let it drift.
Reading the reviews I see we're not the only people that have had this problem.

The whole process from start to completion was well communicated and managed. At each stage the men worked efficiently, pleasantly and tided up. A great job!

I had Solar Panels installed through the Essex County Council 'Solar Together' project. Sustain Homes was the successful bidder and once I had agreed to go ahead, the process from beginning to start was fairly smooth and plain sailing. Aside from a few hiccups with delays with surveyor's visit and the placing of scaffolds, I have but praise for the Sustain Homes team which included a lot of people from designers, office staff, surveyor and installation team who all did a great job. Communication with various members of the team mainly by email was very good overall and each aspect of the job was handled by different people who all were courteous and professional. Communication with the Solar Together team and Essex County Council was also very good.
I have been monitoring the system since installation on the 5th August including any hint of roof leaks but so far so good. A job well done overall and very good value for money while promoting green energy. Thank you all

We had solar panels installed over the summer by Sustain. We were new to solar energy and trusted in the process and expertise of Sustain. Unfortunately their surveyor failed to identify several key issues, failed to explain our options and failed to include anything from the site visit in his report. The system design was based on his inadequate survey and crucial elements were not suited to our property. The issues were identified only when the electricians and roofers arrived for installation. Sustain offices responded only with an apology for miscommunication and offered to make corrections at our expense.

We had an Air Source Heat Pump installation, so a major (and noisy) job which lasted 4 days plus a little snagging work at the end. Sustain were chosen by Essex County Council and we joined the scheme. George, Andre and Chris working as quietly as they could at our home, worked tidily, were polite and unobtrusive. Ryan saw to completion and commissioning. At every stage we were informed of progress and any issues found.

From start to finish, there have been problems and issues with our solar installation. Unfortunately for the labourers most of the problems have all arisen from the incorrect design by the surveyor of 2 rows of 8, which has caused a snowball effect for everything else down the line.

When the solar panels turned up the day before fitting, only 14 were delivered as there wasn't enough in stock, the delivery driver said they had placed another order to be delivered the next day, luckily they turned up before the fitters.

However, when the 2 lads turned up and got up on the roof, they told us they wouldn't be able to fit 16, only 8 !! We asked them to hold fire while we sorted the problem out over the phone as we wouldn't have wanted to go ahead with just 8. For a house our size, it wouldn't have been worth it. Luckily Jamie the Instalation manager was also working local, and he popped over to have a look and help, he then assessed it and said they would be able to fit 13, but we wanted to wait for a new quote with all the estimated KW generation and price etc.

We'd also got a loan for the higher amount 3 months ago when we paid the deposit, so we weren't happy about having to pay for unnecessary interest and early settlements for a lower amount.

We reluctantly agreed to the 13, and the lads did a good job on the hottest day of the year, hats off to them, superstars. But  after they left we checked the roof from across the road and noticed there was clearly room for the orginal 16 to actually have been fitted, but as the orginal layout was different the scaffolding wasn't put up long enough.

We had to wait over the weekend to speak to someone on Monday, as if possible we would still have preferred to have the original agreed 16. Thankfully we was told that the scaffolders would come back and extend the frame and the fitters could then come back and add on the other 3, in the mean time Rory who was turning up that day could carry on with the electrical work as planned. He was great with the fitting, very polite, helpful, and explained everything well, he done an amazing job. However, he had knock on effect issues of his own to deal with. As he'd been told, it was 8 panels, not 16, so he had brought wiring that wasn't thick enough for 16. He was also told it was 1 battery rather than the 2. He'd brought black conduit trunking, as he wasn't told we'd asked for white (as who wants black trunking going up a white house) Also During our survey we was told we couldn't have the batteries and inverter fitted in our garage without taking all the flooring up to run cables, Which we were now told we could have infact had, by running an external higher cable, but as we didn't know this, we hadn't cleared space or removed shelving attached to all the walls, so unfortunately it was too late for this option. We were also told to have the batteries on the other side of the house, so they wasnt in south facing sun all day, so he had to run all the cables through the loft and out the other side and then had trouble getting the cabelling sorted due to our sloped roof. In the end, this, along with other issues, he had to stop and reschedule to come back. The scaffolding pole put directly in front of the electric meter didn't help as we couldn't get the door open, which, luckily, we later managed to take the door off to give him access.

Scaffolders were re booked to come back the following week to extend, with Rory and Chris the roofer to come back the next day to finish off.

However, the scaffolders didn't turn up. I called the office about 4 pm with no answer. We were sent an email at 2.30pm, which we didn't receive until 4.30pm after waiting in all day, to say they would be there the next day instead. A phone call would have been better as not everyone checks emails continuously all day.

The Electrian and roofer both turned up before the scaffolders, so they got on with doing what they could until the scaffolders did their bit.
Chris, the roofer, found that there weren't enough fitting supplies left by the previous roofers who had done the first 13, so he had to go buy more supplies.

After another full day, we were finally up and running. I'd like to say a big thanks to them both for all their hard work despite all the issues which made their jobs harder, none of which were their fault.

We were told at our initial phone appointment on 19th March that fitting would be in around 8 weeks' However after our deposit was paid, the earliest fitting date we were offered was the 3rd July, 15 weeks.

Would I recommend Sustain to other people ? I'm not sure if i would, but from looking at other reviews on trustpilot, I think we were just unlucky.

I would recommend that surveyors need to take better measurements before doing their designs, and accurate information is given to potential new customers from the start to avoid these errors in the future.

Peter and Rio were good efficient workers, polite and helpful. Did a great job.

The panels were installed as per the schedule. All the personnel that came on site were pleasant and professional and explained what they were doing.
Would recommend

Pete and Rio worked with confidence and were easy to ask questions to and gave clear answers. Helping with our phone app and getting us set up to monitor the solar panels.

The installation of our solar panels and batteries was both professional and efficient - indeed it was first class throughout the process. From the initial contact on to the survey and through to installation the process went like clockwork. Every member of the team from admin staff to installers was helpful, friendly and very good humoured. Queries were dealt with quickly and thoroughly. I would recommend Sustain Homes to anyone without hesitation.