HSEnergy Residential Reviews 213

We inherited our solar panels when we moved house and found that taking over the ownership was complicated and rather daunting. LILI Long and the great team at HS Energy held our hand at every step of the way. We have now achieved our aim and couldn’t have done it without them.

I recently changed my WI-FI router and Lili helped me with the connection every step of the way. She was also very patient with my limited technical ability.

The whole process of deciding our solar needs, systems and installation was faultless and much less stress than anticipated. Process started with a personal visit from a local sales specialist who demonstrated a relevant knowledge to assist in our decision making without any pressure!
Three weeks after decision made the scaffolding erected and two day later a roofing team and separate electrical team arrived for installation. All the members of the team were professional, polite and proficient . System installed and tested within 4-5 hours. All aspects well coordinated to ensure a very smooth efficient process. I am the first to complain but also first to praise where praise is due.

I had a recent unexplained problem with our inverter, which had switched out, and also with the wifi connection between the data logger and our home wifi which meant that the SolisCloud app registered no data. I contacted HSEnergy technical support and spoke to both Kai and Lili who were extremely knowledgeable and helpful. After several attempts on my part and with their guidance the problems were overcome without the need for a call out. Thank you both and well done HS Energy for great customer support.

I had a system fitted by HomeSmartEnergy nearly three years ago. I have had numerous problems with it, either simply not working or fitted against regulations and a fire hazard. On some occasions they tried to fix problems and failed. Other times claim there is no problem or that the faults weren't covered by their warranty. Twice now I've had to take them to the ombudsman to get them to pay for a local installer to rectify their errors. Both times the ombudsman found in my favour. Although the system does now work, it's been a huge waste of my time and I've felt bullied and lied to by the company, trying everything to avoid taking responsibility for their shoddy work. Their combination of incompetence and dishonesty should be avoided at all cost.

HSE originally installed our solar panels a few years ago. The team did a great job - we got 10 panels installed, and an exterior cabinet to house the Solis inverter and battery.

We learned the fact that we had an exterior cabinet fitted is not the typically done thing. At the time (I think regulations have changed) it should have been housed indoors, but there wasn’t an ideal space so HSE sourced a weatherproof exterior cabinet that they installed on our driveway.

Everything was done very neatly and tidily, with the exception of the excess cable in the cabinet which wasn’t a big deal but would have been nice to have been made good.

Recently, we started having issues with the datalogger and COM port on our inverter. HSE were quick to send out an engineer, Chloe, to resolve the issue - to open up the inverter and check the connections, repair the loose port, and finally replace the datalogger and take care of the new WiFi connection for us.

Chloe was courteous - giving me a heads up 15 minutes before she was due to arrive - and friendly and polite. She also listened to me explain everything that had happened with the unit as it wasn’t all in her brief. She took the time to explain everything in a way I could understand, and also offered some advice on how to avoid similar issues in the future.

For the cherry on top, Chloe also tidied up all of the excess cable in the cabinet which she didn’t have to do - but was very much appreciated. As a new member of the HSE team, Chloe deserves praise for a great customer service.

Shout out to Lili as well who was a breeze to talk to by email and a great help at getting everything sorted.

I would be happy to recommend HSE to others.

Quick response, excellent comms, and information that was on point. Good company.

Really excellent responsiveness from Lili on the team, well over a year since our Solar/Battery installation went in. She helped me set up my battery schedule much more intelligently, and even proactively jumped in and corrected some mistakes I'd made before setting the new schedule live. She explained everything very clearly and put up with many amateur questions!

Generally this company responds promptly and helpfully when we have any issues. However, sometimes the support answers didn't work (eg out of date videos), but at that time Lili Long stepped in to make sure everything was solved. Her perseverance and assistance was extremely helpful, without which this review might only be getting 2 stars at the most. Thank you LIli.

My contact with Jordan was exteremly useful and allowed me to make a very quick decision that I am sure was correct. The installation of a battery yesterday was very easy for and both Chloe and Chris worked very hard all day and the result is an extremely good installation. Chloe was also very helpful with setting up both a mobile telephone and a computer.

Really helpful enabling issue to be resolved. Great communication. Thank you.

Update - 16th Feb . Downgraded my review - Inverter replaced, same fault. Its now almost 6 months without my batteries which I paid a lot of money for. I don't understand why this cannot be fixed, sounds like the system is not fit for purpose. I am waiting for a plan and compensation for the extra grid energy used due to no batteries available. The customer service team have been keeping me in the loop but the issue persists.

Update - 22nd Dec. System has now the same fault! HSE contacted and are seeking an RMA on the Solis Inverter. Won't happen until after the holidays.

UPDATE - 18th Dec. HS Energy have now solved the issues, installed the batteries in a rack and replaced a faulty one. The office staff and engineers were very helpful and kept me updated with what was going on. It did take a little longer than I expected to get the battery fault sorted but its now working. I shall be monitoring the system and hopefully there will be no further issues.

The Solis inverter is poor. It does not integrate with the SolarEdge inverter and I have had a few issues when updates have been applied to the inverter that overwrite the settings that allow grid charging of the batteries. The installation is untidy with the Pylontech batteries installed on their ends (not in a rack like they are designed to be. Cabling was run in my gutters, but HSE did come back and reroute into the roof/loft. Currently I am having issues with the batteries not charging, which has not been fixed yet. They stopped on 16th Sept and I was not aware for a couple of weeks until I looked at the app and saw alarms. I rang HSE who did updates and eventually sent out an engineer on 10th Nov. He said it was fixed but an hour after he left - same fault. I called again and was informed that they will send and engineer out on the 1st December.
I'm not happy with the service and how long it takes to get things fixed. Needless to say I am out of pocket with having to use more grid power.

Support phone answered immediately and Leo listened and patiently resolved the issues while on the phone. Clear and concise instructions and what a breath of fresh air talking to a person rather than a bot. Thank you

Fast & helpful response!
App stopped working; a quick phone call handled by the excellent Lili had the problem solved within minutes. Very happy customer here :-)

Regarding the difficulties we have had with our inverter we have had a fantastic & helpful response from H.S. Energy and they have pulled out all the stops to get a final result for us Leo Edlin has gone far and beyond to help us out in every way possible and to achieve a final positive result. Also i would like to mention Lili Long for starting the process off and helping us along the way

The technical support team were responsive and helpful, guiding me through a complex update

We used this company as part of a scheme run by Kent council to install solar panels and a battery. Although they were very busy with all the orders generated under the scheme they managed to deliver a great system coupled with a good customer service experience.
The only issue we had was with poorly fitted bird netting which was quickly resolved without any fuss!
Recently I had cause to contact them again with regards to installing batteries at my daughter’s house. I spoke to Jordan and was impressed with his verbal response and his very quick email with regards potential costs.
Would recommend based on our experience.

I had an issue with my hot water diverter and needed some advice this morning and Lili was great - easy to access the technical support; communication with Lili was easy; she gave good simple instructions for me to fix the problem.
I have not had to call HomeSmart since early days after installation, but every time there is a helpful positive interaction with staff.
Much appreciated!

I am constantly impressed by your fantastic customer service . We have been with you now for around 4 years and had the odd technical issues but nothing major . Your ability to give helpful advice and solve a problem and send out help when required is extremely good . Today I called and spoke to Leo to explain a problem I'm having with a cat charger installed and he was helpful,polite and is arranging an engineers visit asap . Thanks HS energy for your help and quick response a comforting example of great customer service and support when things go wrong

Both the admin and technical personnel were helpful and efficient and sorted my problem fairly quickly.