Good Energy

Good Energy took care to give us the best package to suit our requirements and executed the work in a professional manner. At the design stage, we were able to change the majority of our upgraded radiators to a more pleasing design (extra cost) and source locally a different upright one to be installed in the kitchen where a normal one would not have fitted. The complete upgrade necessary for our original micro-bore pipework was a major undertaking and added significantly to the final cost and added to the time taken. As installation took place over 11 working days at a very cold time of year, we were provided with portable electric fan heaters. We had all but two days with hot water. A warmer time of year would be best! The Good Energy installers were polite and efficient and did their best to ensure a smooth transition. Any problems were dealt with quickly. We were also able to contact head office if necessary. We have now had our new system for nearly two weeks and are pleased with the overall warmth throughout the whole house. The app means we can control the heating easily both at home or away. Meanwhile, the heat pump runs quietly in the garden.

Started the heat pump process in early July, final handover on 18th December. The 2 installers were amazing - efficient, tidy and hard-working. Their communication with us was excellent but I felt they were a person short on the job. Unfortunately, the survey was not thorough enough and so several issues eg. with a concrete floor, digital shower and inadequate space for the cylinder were not picked up. This meant: - a great deal of reading between the lines on my part and GE producing four redesigns as they kept only dealing with part of our requirements (we very nearly didn’t proceed at the end of September when they were asking us to completely pull apart our airing cupboard so the cylinder n their design would fit into a space that their surveyor had seen and measured or to take responsibility if it didn’t fit! - a much less effective shower - issues for the onsite team. The final straw was a blanket email to all customers in Essex on 21 January withdrawing from the provision of a promised 10 year service warranty as GE would no longer cover our area. It wasn’t clear that the nominated provider would honour the free cover and the first two free annual services which caused me much anxiety; this took 3 emails from me to clarify. I provided constructive feedback to the GE customer services team, which they had stated in September they would value, but I don’t believe they have taken my concerns into account in reviewing our experience but rather brushed it off hence this review.

GE - heat pump installation completed on 18th December 2024 Great communication throughout the process e.g. Teams meeting on plan, regular e-mails and prompt responses to questions. What seemed to be a tricky job for another provider was sorted by GE - soon pipes were routed, radiators replaced and added, a water cylinder installed and all electrical and plumbing components. The gas boiler was taken out at the end of the job - so we had heating and water until the last day. The electricians and plumbers were great - happy to discuss issues and changes e.g. route of cable. Though the pipe joints were checked when the system was started - we got a leak from a failed joint a few days later - so GE sent someone to fix this within hours. We like the system - the heating is on target, the water is hot when we need it and the heat pump in the garden is extremely quiet.

The team of 4 were friendly, tidy and efficient. They were patient in explaining the process and answering questions. Good Energy has been keen to receive constructive feedback and the service, already excellent will be even better in the future.

After getting increasingly dire warnings about the state of our gas boiler by the plumber who serviced it we decided to take the plunge and consider installing a heat pump. After reading articles about heat pumps, I concluded that a lot of the problems they allegedly suffered were the result of a shortage of fully trained and experienced tradesmen. The decider was when we had a very strong recommendation from a friend who had recently had a pump installed by Good Energy. Our friend was very impressed with their performance at every stage. They were not our electricity supplier but he assured us that this would not be a problem. When we contacted them they described very clearly the whole process, from getting an energy performance survey and certificate through site survey, project design, programming the work and installation. They also dealt with organising the grant support towards the cost. We experienced the same helpfulness and competence that our friend had described. The first job on arrival was to place adhesive plastic sheet through the house to protect the flooring. They also modified a pipe route to reduce the length of exposed pipework at one location.

We recently purchased an electric vehicle and chose Good Energy to install a home charger because our experience with the company installing a heat pump has been so positive. Quotes were clear, a date quickly arranged, and the work was carried out efficiently exactly to schedule. The only problem was that I ordered a tethered charger, i.e. with cable attached, and the company provided an untethered charger with no cable, which I am however able to use efficiently using my on cable while they seek a solution. As always with Good Energy, queries have been answered quickly and solutions found.

Friendly crew. Care was taken not to damage carpets or walls. Subsequent problem with pressure in hot taps attended to promptly. E-mails answered swiftly and helpfully. My next door neighbour is a plumber who expresssed a desire to see the finished work and seemed to approve of what he saw! Would certainly recommend in the unlikely event that anyone else is interested in my heating arrangements.

The workers were all very polite, friendly and helpful and the system seems to be working well now, but * Work overran: 6-8 days were scheduled, but it took 10 working days plus a further afternoon. * We had 2 leaks in the system: 1) after day 8, when we were being shown the working system, a pipe leaked under pressure, meaning everything had to be shut over the weekend. 2) a slow leak after day 10, not spotted by us for 24+ hours. Both led to wet carpet in the airing cupboard and staining on the ceiling below. The hot water cylinder is sitting on the carpet, so drying out is taking some time. * A bill for £6000 more than the expected balance was sent in error, causing my husband a sleepless night. * We had to rehang the airing cupboard doors ourselves and a couple of carpets need some refitting. * A bung fell off the heat pump after the work was completed - not serious as it turned out.

The heat pump was installed with efficiency and courtesy a year ago by Good Energy. The first annual service was carried out today. The engineers were punctual, explained clearly what they were doing, dealt with my queries, and completed the service very satisfactorily. There was a slight problem with the connectivity of the app used to control the heating system. They spent a long time investigating, getting information from their office, and suggesting a workable solution. All my dealings with this company have been excellent.

We wanted to replace our 23 year old boiler and decided to move to an air source heat pump mainly because we are trying to reduce our carbon footprint and think it's important to adopt the new technologies to help our planet. Our decision was also helped by the confident, knowledgeable sales team at Good Energy, and the government subsidy available. The work was completed very efficiently and skillfully by an excellent team and we are very happy with the result.