HSEnergy Residential レビュー 

As other reviewers have commented we too had a new modem fitted and so lost our Fox Cloud App. Lili Long was most helpful and when we could not reconnect using the instructions sent by email, talked us through the whole process with clarity and patience.

Needed to change my system to used cheap overnight energy. Looking at videos it seemed too complex so HSenergy did it remotely for me. Excellent. What more could you ask for.

HSEnergy installed our Solar system about 5 years ago. We had an issue recently due to a subsequent installation of a car charging unit by another company which interfered with the Solar set up and settings.
We found the aftersales service to be excellent. Lili was able to access our system remotely, give me very clear instructions on how to resolve the issue, and she then monitored the system for a few days afterward to see that it was working correctly.

Our solar panel system was installed in 2022 and I'm writing this review to summarise our experience for the benefit of prospective customers of HSEnergy.

The installation process was poorly managed and sub-contracted to three different people (one for the solar panels, one for the inverter and one for the connection of the control panel and batteries) and they arrived without the full set of equipment needed to complete the installation. The control panel and batteries had to be installed in a different location to that specified by the surveyor which resulted in them being in full view in our entrance hall. Consequently, we incurred an additional cost to hide them from view and lost the use of the space they occupy in our hall.

Given that there are no moving parts, we’ve been surprised by the number of problems that have occurred since the system was installed. Firstly, the wrong type of cable had been fitted between the control panel and the batteries which gave rise to an alarm on the control panel and took ten days to fix. Rather than come out with a replacement cable, and after protracted telephone and email communication, they sent a replacement cable in the post and emailed a video to show us how to fit it.

Six months later the datalogger stopped working and it took two weeks before an electrician came out to fit a replacement.

In June 2024 the inverter stopped working and it took seven weeks for it to be replaced. Mid-summer is the period when we make the biggest savings from using solar panels so this had a significant adverse impact on the cost of our electricity usage. However, there was no sense of urgency and, instead of taking ownership of the problem, at first they asked us to contact the manufacturer of the inverter ourselves so that the manufacturer’s service team could investigate the problem on their behalf.

In June this year the replacement inverter stopped working and the circuit breaker in the distribution board had tripped. Again, there was no sense of urgency and it took a week before an electrician was sent to investigate. It seems that there was a fault with the circuit breaker rather than the inverter but, after replacing the circuit breaker, the electrician found that 4 of the 17 panel optimisers were not working and that it was necessary to update the firmware. Presumably, had there not been a fault with the circuit breaker, we would have been unaware that we were only getting about 75% efficiency from the panels. The invoice we received for the repair contained no details of the work carried out or the time taken to do the work even though their terms of business say that “HSEnergy will provide a detailed invoice itemising all applicable charges for your reference”.

In summary, we've not been able to use the electricity generated by our panels for a total of almost three months. The savings we would have made in that time were lost because the equipment appears to be unreliable and HSEnergy do not seem to have the resources and/or the inclination to fix problems in a time or in a manner consistent with the effect of the problem (ie no electricity being generated by solar panels).

Based on the company’s claim that they “use our years of expertise and customer focused approach to provide the best possible experience and assure quality service” we’ve been very disappointed. We have no reason to think that the reliability of the equipment or the company’s response to what feels like the inevitable future problems will improve so we regret that we chose this company.

I needed helped with rebooting my batteries and the company responded with concise clear instructions and in 5 minutes I was up and running again. Great Service.

My normal contact was away but Leo stepped in and answered my question quickly and politely. Always a very good service, thank you

When we had a new modem we lost the link with the solar panel system. Lili was great and very patient in helping us to get back in communication with our solar panels so we could continue to record the electricity we were producing that was going to the grid.
Thank you.

Had solar panels and batteries installed by them 3 years ago. I had a query regarding getting batteries charged on a timer. Leo promptly answered my questions and set it all up remotely. Great service

Arrived on time and completed work very efficiently,the lads who did the work were friendly and helpful.
I would recommend them.

This company using smartfoam ltd helped us in order to remove soft cell loft insulation from the roof / loft of our house so that we did not have a problem selling it. The company sent a surveyor who was very helpful and the whole process of receiving and quote and booking in the work was easy. all queries were answered promptly, and we have a certificate and warranty. They worked very hard to remove it all in a single day, and it looks to be a good job.

I needed help with my Solar app, we changed providers
And called HESngergy. Lily was incredible with her knowledge and patience. She helped me to upload the new app with the help of the engineer we finally resolved the problem.Many Many thanks

After a few weeks being unable to determine what my solar panels were producing, despite doing the basic steps, nor how much electrical power was available from the battery - via the mysterious system in my roof space - I had to suspect the problem lay in the app.
My telcall to L. E. (Technical Support/Electrical Engineer of Home Smart Energy) ought to have happened much earlier, because within a few moments my call was answered, all my details quickly found, my solar system remotely monitored (it was working), then a few checks with me; hey presto! I also could monitor my system. Brilliant! An excellent, polite and friendly service.

Solarman lost connection to logger after we changed internet providers. Phoned HSE and after the initial announcements the call was answered in seconds. The person I spoke to understood the problem straight away and sent me an email with a YouTube video attached which explained exactly what to do. This worked and we are now back as before. This was perfect customer service. The installation was carried efficiently at the end of 2022 and it looks as though we will have a payback in less than 10 years. Thank you HSE.

My broadband was upgraded and I noticed my SolisCloud app had stopped working. I called the installer and they identified that I needed to update the WiFi details and emailed me instructions straight away. When I got stuck, I phoned again and they got me started. Swift and pleasant service, thanks Serena and Lilli!

BT recently changed my landline over to digital & I had to install a BT Homehub2. I reconnected to all my devices except my Solis datalogger. On asking my solar panel installer HSEnergy for help I followed clear instructions emailed me by Lili and was able to reconnect straight away.

Excellent technical support from Leo.

I needed to reset and reconfigure data logger on my solar power system due to a change in my broadband provider but was uncomfortable about doing it without support on hand, even with a printed guidance note. Leo was patient and clear in the instructions provided over the phone and all is now back to normal. I spoke to and emailed Leo on a number of occasions about this matter and he always responded very promptly and positively.

A couple of years after HSE installed batteries and a new inverter for me I lost connection with the inverter and the SOLARMAN app stopped receiving data.

So I emailed the support at HSE and Lili sorted things out for me.
She took me through a reboot/ restart on the inverter and when it became clear more than that was needed, she worked some more magic behind the scenes and - presto ! I'm back online again.

Great service. Thanks & well done Lili. Warmly recommended.

Peter

We’ve had ongoing problems with our inverter/data logger, which continues to fail intermittently. We’ve been trying to get a resolution from HSEnergy since early this year, but were told the necessary parts couldn’t be sourced—and now our follow-up emails are being ignored.

From the outset, we didn’t feel they fully engaged with us during the installation process. They proceeded with the system they preferred rather than discussing available options. After the initial battery and inverter installation, our electricity bills actually went up, as the inverter increased grid consumption during periods without solar production.

It took considerable effort and stress to get them to agree to replace the original inverter. Now, however, we’ve lost confidence in the reliability of the replacement system—especially its ability to accurately monitor the battery—and in HSEnergy’s willingness or ability to resolve the issue.

We regret choosing this company, and based on our experience, cannot recommend them.

Update

After my original review, HSEnergy reached out and sent a replacement data logger free of charge, which I appreciated. I’ve now installed it, and also made some improvements to my Wi-Fi setup (including using a powerline adapter and setting a static IP address). Since then, the system has been stable.

That said, I do still feel that earlier communication was poor and that more proactive support—particularly around identifying potential Wi-Fi signal issues—could have helped resolve this much sooner. It took quite a bit of chasing on my part to get a resolution.

I’ve increased my rating to 3 stars to reflect the final outcome and the goodwill gesture from HSEnergy, but I hope future customers receive more timely and thorough support.

After switching our Wifi supplier our Solis app stopped working & we were unable to re-activate it. We contacted HSE & the staff were extremely pleasant & helpful. Serena sent us a Youtube link showing how to re-activate our system's datalogger, but we could not get that to work, so Leo offered to visit the same day & diagnose the problem. He found that the datalogger had failed, so he fitted a new one & the system immediately started working again. Leo was very friendly & efficient - and what a rare pleasure it is to be able to speak to real people on the telephone when a problem arises! Thank you!

From the start of my experience all contacts with the members of the company have been efficient professional and supportive to make sure I understood all the information. No hard sell and when there was a small problem withe some documentation they were in contact until it had been sorted.
The engineers fitting the panels were polite and cleared away all rubbish and left as found I would happily recommend the company to anybody