Absolutely over the moon with the staff at EnergySmart, we have just had our Eco 4 grant and everything went smoother than we could imagine, we had the Internal Wall Insulation done throughout the house and brand new radiators. I would just like to take this moment and say a huge thank you to all the staff and management who guided us through the process, from survey to install we can’t fault these guys highly recommended to anyone looking at applying for the Eco 4 grant. A special thank you to Katie and Emmy who arranged the install for us, and we can’t forget the witty surveyor absolute amazing team thank you so much, we are grateful for the work you guys have carried out. All the best and thank you once again.

From the moment ansar arrived at my property first thing he did was asked if I was OK and introduced himself asked if I wad ok for a new colleague to shadow himself around my home as it was his first day which I responded yes it's OK as everyone starts somewhere, they were both happy to explain everything and answer any questions I had without hesitation.
They were both considerate polite friendly always asked if they alright to go ahead in each room and go upstairs, as for a person with severe mental health I felt really comfortable and at ease. I want to say a massive thank you to both men as they were truly considerate and thoughtful and I highly recommend them both

I had a very positive experience today, I was slightly apprehensive before the gentleman arrived but the whole experience was very pleasant, he was efficient, informative and friendly Ansar explained everything well and to my satisfaction.

The lads who came to do the work were very professional! Had some concerns that the upheaval would be too much for our kids but had everything completed within 3 weeks. Was perfect timing as our oil boiler had been acting up for a while now and Lee was a great help from start to finish! Would definitely recommend

Everything went wrong? I got government grant for replacement for boiler and wall installation, at the beginning they said your will done in 7 weeks , it took 1 year for them finish it , still fewer things are unfinished, when you call them there is no response, in box room they did the wall installation, it smells very badly after they have done the wall installation, before it wasn't smelling part damp , I can't even step in room , my younger son uses that room , his really to sleep there now. They couldn't put radiator back properly, bamadge wooden floors, water in the bathroom come very cold at the beginning, I have son with special needs, his struggling to have shower now, government should stop giving this kind grant to those companies who don't do they jobs properly, they put fan in the bathroom 2 months ago it made big sound wall the electric went off , we didn't had lights for 2 days , this ridiculous

The whole team at EnergySmart were friendly and professional. We were kept informed throughout the process. The installation was quicker than expected and went smoothly. Overall we are really happy with the service and our new heating system.

Really happy with the work done and can’t believe it was all free. The whole process was quick. The staff in the office were very helpful and the installers were all polite and professional.

Just had an electrician round checking everywhere, the emersion heater has been left plugged in to an extension reel which the bloke who done it told us it was just temporary. The electrician today has told us it's illegal to leave it plugged in to an extension reel, it should have been done correctly and a new socket should have been put up where the boiler is. The electrician will not pass it so he can't issue a certificate.

Very helpfull at all times with no issues

THEY HAVE REPLIED SAYING WORK WAS NEVER DONE. I KNOW, THAT'S THE WHOLE PROBLEM! I want to make everyone aware that although they do their best to hide it so as consumers we don't realise the strict standards of professionalism they are supposed to uphold, ENERGYSMART ARE A MCS REGISTERED COMPANY. IF YOU HAVE ISSUES WITH THEIR CONDUCT, PLEASE REFER TO RECC'S CONSUMER CODES (PARTICULARLY SECTION 4: GENERAL BUSINESS PRACTICES AND 5: PRE-SALES ACTIVITIES). IF YOU HAVE ISSUES WITH THE STANDARD OF WORK, THEY ARE CERTIFIED THROUGH NAPIT. I can't post the links here, but google "RECC conduct code" or "NAPIT Code of Practice leaflet" to see which body to complain to.

Energysmart purposely keep these certifications quiet so consumers are less likely to realise they are beholden to incredibly strict and highly professional standards which they do not uphold. They run the risk of losing these certifications if they do not adhere to these standards. They are also TrustMark registered and break their Codes of Conduct too.

The RECC codes state that members will not purposely mislead consumers, that they must deal with all complaints seriously and swiftly (they don't - the automated reply to my use of energysmart's official system claims they reply in 2 days - that was the 2nd Sept 2023, and I still haven't had a reply!), and they must take into account potentially vulnerable adults (which is almost their whole customer base - this can be found in section 2.5).

MY THIRD (AND HOPEFULLY FINAL) UPDATE:
So, after 7 months, they have finally taken the several thousands of pounds worth of radiators and such that was clogging up my house. HOWEVER, in their highly unprofessional and desperate attempts to get me to remove my reviews (this includes flagging it with trustpilot, who reviewed it and said nothing was wrong), I told them if they did the work that was promised, I would happily remove my review. The receptionist went off to talk to the survey manager, and came back to say I wasn't eligible. My house has an EPC rating of D, and in order to be eligible for this scheme, a house needs a rating of E - G. Yet somehow, they still knocked on my door, offered me work to be done, did a survey, told me funding had been secured, turned up to do work, failed to do said work due to poor communication within the company, left their stuff in my house, left me without pursuing other means of heating because I was under the impression that I would be receiving air source and solar power, just for me to find out I WAS NEVER ELIGIBLE AND THEY SHOULD NEVER HAVE DARKENED MY DOOR OR WASTED A SHRED OF MY TIME. The last 7 months were all for naught. How this can have happened is absolutely beyond me and a truly disgusting display for any company to commit, never mind a company which deals with the vulnerable!

On top of that, they have refused to acknowledge almost all of my grievances - even to the extent that when I directly asked them why they refuse to acknowledge the issues, they said "given your negative review, we want to end your stress as soon as possible", despite the fact that my first grievance was last summer and my review wasn't posted until December.

This is still a very short overview of what has happened, but I only have 11 characters left.

Original reviews:

DO NOT TRUST OR USE THIS COMPANY. FIND AN ALTERNATIVE. This is my second review. I will leave the orignal below. I was asked to remove the orignal by an energysmart representative named Adam who claimed that his job was to help tidy up the mess created by the awful customer service this company have been providing for months now.

He asked me if I would just kindly remove my negative review for now while a quote was made up for me and work was started. He also said he'd send me an email "this week" confirming everything we'd spoke about on the phone...that was in December! I have not heard back.

I am currently in the process of trying to get them to remove the radiators they ordered to my house and never installed, which have been clogging up my house since last summer.

My original review, which I naively removed in good faith, but fortunately had the foresight to keep a copy of:

Terrible company, staff lie regularly, impossible to contact, never contact back, constantly dismiss you with the line "someone will call you back", staff have a bad attitude, they told me to hide my radiators which were already in the house in order to get more funding which may or may not constitute fraud, their surveryor damaged my house and then they left 9 radiators clogging up my house and did absolutely no work, and now they just ignore me outright.

I also just noticed someone a month ago had their survey done by Ansar, who I was informed was sacked after his shocking conduct in my house, but that was back in the summer so clearly this was just another lie

I am so pleased with the survey done at my property by your surveyor, he was informative, courteous and respectful. Can’t wait to get my install done over the moon best news for 2024.

I’m going to start with my recent experiences dealing with Adam at EnergySmart. I was in total shock as to how positive my dealings were. Adam Graham was so professional, ensuring all my needs were met. This also included exceptional follow up to ensure I was happy with the service.
I must also praise Craig and his team, who were sent to my parent’s property to rectify a heating issue. Craig went above and beyond to firstly deal with the issue; then to patiently answer the many questions I had; as well as continuing to phone me when he and his team had left to ensure the system was functioning properly. Craig even made his phone contact available at any time day or night to provide support.
The caveat has to be the dreadful experience we had previous to this.
The company was an absolute disgrace, with poor workmanship, non- existent customer service and support.
So many promises were made but left unfulfilled.
However, I am confident that if my recent experience is a sign of the new management/work team then it is a far cry from before.

When they fitted my air source they were honest and trustworthy and when I asked about a problem they always solved it with a phone call

From the initial home survey through to the installation of the Air Source Heat Pump, the heating system and the Solar PV system, the EnergySmart team have been consummate professionals.
Ansar, who conducted the initial home visit/assessment, was very thorough, highly informative and the nicest guy.
Less than 2 weeks later, the Electrician and his crew were here for the day and did a fine job....
...And on the same day, the Solar PV crew did their installation.
Given this area has been hit hard by Storm Hank since then, I can confirm beyond any doubt the Solar PV panels on my roof have been expertly fitted and are not going anywhere....!
A massive shout out to Ryan and his right-hand man Danny who worked long hours fitting the heat pump, boiler, radiators, the pipework, and the commissioning/sign-off (Ryan). These lads certainly know their stuff and nothing seemed to phase them. They were unfailingly kind, considerate, very good-humoured and a credit to the company and their profession.
A massive thank you to Adam and his team at the Burnley Head Office who called me on most days to check up on how everything was going, and generally keep me in the loop. He always did what he said he was going to do which is a rare commodity these days and most refreshing.
I genuinely cannot recommend EnergySmart highly enough.

They were on time worked very well and treated me with respect clean and knew what they were doing credit to their Credit?company

The Air Source Heat Pump kicked into action for the first time on the 23/11/2023. It was then we realised what an excellent job Brad and his team did with the Internal Wall Insulation. This was followed with the installation of the ASHP and Solar Panels, on the same day we had an even temperature throughout our once cold cottage. Gone at last was the black gold (oil). Yes we had a couple of very minor teething problems but they were very quickly sorted by Matt by phone and a very fast visit.
This was followed by Adrian who did an excellent job on the joinery work and then by Chris the decorator who pulled it all together .
If you can put up with the mess for a couple of weeks then I would not hesitate in getting the work done.
Energy Smart did everything they said they would do in returning our Home to us and I would have no hesitation in recommending them.

Work arranged at short notice so that this could be finished before Christmas which was appreciated. Workman kept the place as tidy as possible and were polite, hard working and friendly.
Communication could have been better during installation of stage 2, particularly with solar panels as these are not yet functioning properly, and installers did not come back when they said they would.
All staff at energysmart were keen to help with any questions we had and were very helpful.
Have to say how hard the men worked while they were here in quite difficult conditions and the freezing temperatures and then torrential rain. We appreciated the offer of some portable heaters during the installation and this helped keep the cold at bay - thought this was a nice touch.
Have to say that the house is now feeling much cosier since the installation which is a big achievement in a draughty cold house

The plastering team (Gary and Zak) that drylined and plastered all the external walls in my house were superb. They were friendly, approachable and kept me informed of what they planned to do each day. They also showed me at the end of the day what they had done. Kept the place as tidy as possible and were always courteous and considerate. The standard of the plastering was also second to none, great team.

The company did a good job of installing air source pump heating system and solar panels.

Please avoid this company at all costs! Their customer support and workmanship is appalling.
I am a landlord and was contacted by this company to install an AIr Source Heat Pump, solar panels and additional internal wall insulation. I agreed to the work as it was on a beautiful old barn conversion that was relatively expensive for my tenant to heat. The initial correspondence with Ecosmart was all fine however; it was clear when the work commenced, that their ‘subcontracted workmen’ had no interest in the job, lacked basic professional knowledge, accountability or recourse, and everything they installed failed to work correctly. Indeed several weeks after the install, the Air Source Heat Pump still doesn’t work correctly and the customer service input, to rectify this, is almost non-existent!
This company has a dedicated Customer Liaison manager; which I can now see why they need a permanent position in this role! However, his position seems to lack any influence in actually undertaking any rectification work. His role appears to simply be to stall, delay and blame
other areas of the company. In addition to the very poor equipment installation work, the wall insulation requirement meant that almost every wall in the house had to be re-plastered and new skirting boards fitted. Despite written agreement on the type of skirting and redecorative work to be undertaken; the sub-contracted painter arrived and stated he was not allowed to do what had been agreed to. Herein lies one of the most frustrating elements of dealing with this company; it appears that the project managers, customer managers and sub-contractors do not talk to each other, have no regard for what other departments have agreed to and rely on this disjointed approach to ‘fob customers off’. The result is that I have rooms and stairwells with skirtings painted in two different colours, original wood stain and white, which looks ridiculous and as for the quality of the paintwork, to say a child could have done a better job….. Additionally, I also have walls with missing skirtings. Add to all this a heating system that still doesn’t work, an installation that took three times as long as the company stated it would, a tenant that was left with no heat for almost 2 weeks in Winter and a customer liaison manager who is not prepared to honour his written agreements (and won’t elevate the issue to anyone who oversees the entire process); you hopefully get a sense of why I strongly advise you to avoid this company. What is also frustrating is that this work was done under a government grant scheme that my tenant was eligible for and so, as well as all the hassle they have caused my tenant and the long term damage to my property ( don’t get me started on the holes drilled into external walls which were in the wrong place and the stonework cannot be repaired), the value to the tax payers and energy companies who fund this scheme is highly questionable. I am not usually somebody who feels compelled to write a poor review but in this case I really think this company should be exposed for their appalling workmanship and customer service. As I said at the start…please AVOID!!
PS. I will happily amend this review if the company ever resolved these issues or respond to my reasonable requests but, having written over 20 emails detailing my complaints, I have no faith in ever getting a reasonable resolution.