Energy Saving Trust Arvostelua 

Just used this to buy an ebike. Excellent service received at all times and very quickly dealt with.

I'm all for EV access and grants but be warned if you use this lot, you'll be stressed to the max.

Initial contact was good and information provided.

Application submitted and despite making numerous phonecalls, emails nobody had ever got back to me. I've got a loan offer.....just no loan. We put down a deposit as the EST say 15day process.... nonsense!

I've never come across a worse customer service and the lack of contact and support is pathetic.

Application for EV charger......I'm not even bothering now as hate to think how long that would take.

Think before you use this setup. Transport Scotland- you need to stick a rocket up EST!

I applied for a loan for solar thermal panels. The service was excellent in every way and we now have solar heated hot water.

Absolute jokers. Been waiting nearly 4 months for my payment. Don't give promised call backs, don't answer emails and refuse to provide details for complaints procedure. Causing me a lot of embarrassment as I am being chased by the installer and certificate providers for their money.

Everyone was great. Got plenty of help and the loan paid out when it was due. Thank you!

Unfortunately EST seem to have completely buckled under a rise in demand. I had a loan approved over a month ago and since then have had no indication of timescale, despite numerous attempts to communicate via phone and email. They have outsourced their phone contact to a firm that have no access to case details to so all in all communications seem to fall into a black hole. Simple communications to manage expectations of timing would be really helpful.

Awful to deal with. No communication at all. They have a huge backlog. And I get that, I really do! But that is not an excuse for how they are treating us.
You can’t reach them. When you call them someone just takes your details and says they will call back and they don’t.

Application for charger grant very bureaucratic with masses of evident needed & multiple stages. Courteous but very slow responses.
Application for vehicle loan initially refused as rules changed after my initial phone call but before they got back to me. I argued & eventially they let me complete the application. Lots of stages & details to send by email & post, not easy process

Dealt with Energysaving trust regarding installation of an EV charger and susequent grant application. All done over email and had absolutely no problems or issues with the process. Supplied all the information as requested and as the old ad said, "did exactly what it said on the tin". Got approval and grant within expected timeframes, very pleased with the whole scheme, would recommend whole heartedly to anyone considering installing an EV Charger.

Appalling overall front staff on phones great management hiding behind them are useless I got the wrong offer which I had to highlight to them which was dismissed so I had to follow up and they have still taken the wrong money out of my bank I’m full expecting 2 payments to go out this month!! Took 2 months to get my money no apologies and their own complaints procedures not adhered too there really is no excuse.

Easy and straight forward process from start to finish. Just followed the process guidance provided. Used a contractor who knew the pitfalls fo the process which also helped. Communication was not the best but in the circumstances they did well, I only had to chase couple of times and the issues were resolved quickly and efficiently.

Initial call and advice was excellent but from that point on it was a huge pain. I wish I'd just applied for a bank loan instead. Delays, nitpicking over small details on quotes and too much back and forth makes this a stressful process. You don't get your funds until after the work is completed and another EPC is carried out anyway so unless you've got the cash already or a really patient contractor you're in for a testing time.

Great facility and not too many hoops to get through. Timing of receiving money could be improved but otherwise a good experience

Home Energy Scotland for me was overall a great experience! I’ve read all the previous bad reviews on trust pilot and all I can say is that the team must have been working really hard to put things right and improve their entire operation. I had no issues and the grant funding made a big difference to my ASHP installation.

This is one of the most positive experiences I have had for a long time. While I had done some research up front about options and considered a air-source heat pump to be the preferred one, the trust took my thinking further. My contacts, by phone and email, were all very positive with plenty of support provided. The hardest bit was gathering the evidence needed for the loan application and then making the claim. I am struggling to think of anything negative to say. It has encouraged me to read more about going green (read "There is no Planet B") and to look at further options in our battle against climate change. Thank you!

Great initial call. Got advice on insulation and renewable options. Spoke for about 2 hours. 5 stars. Unfortunately once I actually applied for the grants/loans I experiences what many others did. Weeks of delays between email responses. Dont think I can use the service as just can't rely on them.

This is a great facility and makes installing renewable energy at home viable. Most of the staff are trying really hard but there doesn't seem to be enough of them to get through the workload. The timescales for processing payments are far too long. These delays were very stressful and required numerous calls and emails to try and resolve.

Great helpful phone service. Bit of hoop-jumping to do to get through the form-filling, and a couple of odd gaps in the responses and response times, but, as another respondent noted, this was in a pandemic, and I have accessed shedloads of funding for a brand new ASHP and solar installation. I doubt somehow whether the services delivery team is the most generously funded of govt depts. The people I dealt with were all helpful and friendly. Thanks a lot is all I want to say.

Wow! my experience was completely different to those others that I've read, yes there was a bit of to-ing and fro-ing but this was during a pandemic where customer service operatives were working from home...

Yes it was a reasonably lengthy process but please remember that we are accessing taxpayers money so I expect accountability throughout this process.

My funds came through outwith the expected 10 day period but after a pleasant call with one of the customer service team to discuss my claim the notification letter to say my funds had been released came through followed around a week later by the funds..
All in all it was a fairly simple process with a bit of expected government clunkiness...

Service - HAH! It took near three months from submission to being told there was a problem. STILL not fully resolved. The concept is great, the request system is good, the offer was clear and prompt. After that the process fell of a cliff. Slow, wrong, unhelpfull,