Consumer Energy Solutions Reviews 

We had a grant for insulation and a heat source pump. We asked for the heat source pump to be a hybrid system where the oil boiler would heat the house and the heat source pump would then kick in to keep the heat going. We have used half a tank of oil so far this winter and the oil boiler has not heated the house, all it has done is heat the hot water immersion tank. When the radiators were put in, it took 5 phone calls and missed meetings where I have been taking time off work for them to tell me that the radiator pipes werent fitted correctly in the first place in one of the rooms and a newly decorated room will have to be taken apart to sort this out. We have had no heating from the air source pump as there is a leak and when they said they were coming, they didn't turn up. The communication within this company is dire. I have been on hold for over 6 hours this week and havent got past number 3 in the queue to speak to anyone.
The people who fitted the insulation and plastered were lovely and did a great job, but the heat source pump has been a nightmare since the word go. The electricity trips every time I use the vacuum cleaner which is brand new because our old one blew the same day as the heat source pump was wired in. We are still waiting for things to be finished in the house. I would never use this company again.

My 85yr old mother has had a problems with her boiler since November 2025. There has been 7 different engineers out trying to repair the problem. Last engineer called on Monday 5th January, today once again, no heating or hot water. She has been on the phone constantly since 9.30am until 5.30pm, no answer.
How can this company keep performing in this
manner ?

Outstanding from start to finish, the company ensured we were advised on every part of the process , each specific works was organised with us in the loop . The quality of the workmanship was at the highest level.
The coordination of works was well thought out and planned meticulously.
The following people deserve a mention .
Planning and communication ;
Jack Kelly , Lauren Madden,Fion,Hannah Neal , Connor and Janaya Dyre Who were always polite and helpful.
Trades/ Engineers
Chris , Kieran Brown , Evan
Kelvin ,Kirk , Lloyd Sweetiington electrical
Plumbers ,Luke Ellis ,Jenson
Plasterers Ponty boys from the bull Dave And Steve
All respected our home and a great bunch of lads .
Thanks

It's been over 3 months since installation and still waiting for insulation and radiator.
This project has given health issues and financial problems due to a cold house and expensive energy bills due to heat pump.
After numerous phone calls and emails I get no response or help.
Never came across such poor service as CES

This company started our installation on 25th November 2025 and it is only part complete and they have left us with inefficient and unaffordable heating throughout Christmas and the new year. We cannot now get hold of them and have been on hold for hours, we don't know who else to contact.

Why have contact details when no one replies to emails and can never get through on phone. Today 8/1/26 I have been on phone for over 2 hrs during week but no one answers. 2 emails no reply.
Failed electric inspection, no follow up. Radiators not heating up again.

Consumer Energy Solutions are working on my Neighbours property, they have removed one of the tiles from My Roof since end of December. It is now January, snowing, raining and no one is answering the Phone.
I will be taking Legal Action against this company for the Damage caused. It seems that they are completely incompetent have no qualifications are unregulated and should be audited.

Warning avoid this company, I have never dealt with a more dis functional company. They promise a streamlined service through insulation, air source heat pump installation and solar panel, that couldn’t be further from the truth. The various teams are completely disjointed, but worse of all is total lack of communication, it takes on average 30 minutes for a call to be answered promised call backs never materialise, appointments are missed, rescheduled without notification, emails are completely ignored I have several issues outstanding still unresolved months after work has been completed. Eventually they just completely ignore all forms of communication, I am now having to go through a third party complaint process. My solars panels are still not up and running, the heat pump isolation switch has been incorrectly installed, other works promised did not materialise. DO NOT USE THIS COMPANY !

Not answering phones?

I've been trying to contact them for the past three days regarding the part finished installation I have and been in ques on the phone for over 4 hours and not managed to get through.

Starting to get worried that the unthinkable has happened?

Can anyone help with this issue?

Having been dealing with consumer energy for nearly a year now I have never dealt with such a BADLY run organisation
A complete catalogue of disasters from start to finish. I am completely aghast as to how people have rated them anything above one star. If I could give a zero I would! Five hours kept on hold over two days and still didn’t get to speak to anyone! The message is always you are in a position which can take hours before you just have no option but to hang up. We have endless times when we have waited in but no one shows for then engineers to turn up unannounced. We will continue to sort issues as we have no choice. Such an incredibly frustrating situation. We have spent hour upon hour trying to sort out endless problems……..

No heating
No response for two days to email advising that the heating system CES installed is not functioning correctly and left us without heating yet again.
No option to speak on the phone as they do not answer.
I rang yesterday for a almost solidly from 9am to 5:15 . No response despite instructions to ‘please hold’

I have now been holding for 2.5 hours waiting for my call to be answered. I began the call at position 18 in the queue and am now at position 5. I still don't know if my call will be answered by the time everyone goes home. I decided to make a second call while I was on hold and chose a 'different' department but the automatic message on both calls said the same queue position. This suggests there is one person dealing with all calls for whichever department you select. I am only calling as as my previous emails to CES have also been unanswered. Given the fact we're paying a service contract this level of customer service is atrocious.

DO NOT USE THIS COMPANY.
THEIR CUSTOMER SERVICE IS ABSOLUTELY TERRIBLE.
I have had an ongoing problem for several months. Lots of engineers visit, scratch their head, say it’s fixed and leave. THEY WONT ANSWER THE PHONE OR RESPOND TO EMAILS.
Left over Christmas with no heat again. Have been trying to get them to answer the phone for 2 days solid. If I hear “your call is important to us” once more!!!!!

i have has a full system air source heat pump solar and insulation
they started well arrived when the said did the loft insulation then the radiators
all good started mid November 2025
but then the problems started
i have hybrid system
they decided the air source heat pump was to close to the flue from the boiler
so they fitted a flue extension, except they fitted a GAS part on an oil Boiler !!
obviously the boiler stopped working.
we were without hot water for over two weeks. i eventually got my local Offtec boiler man and he diagnosed that the GAS part was obviously wrong
we paid to get it changed at our expense over £300
still no replies to e mails to CES
also the solar was fitted on 8th December but stll not commissioned as it was dark when they finished
said they would be Back but a month on still no date !!
so i am running the heat pump on full price electric my electric bill up by over £80 in December
i have tried ringing and have held on the phone for over an hour on three occasions
its a shame as it started well but they are failing to complete the work at the moment.

I have now been without heating for nearly a month and cannot get any response via emails or telephone. E mails go unanswered and the phones are not answered

Had a great experience with this company, as soon as we were accepted the work was completed so quickly. A heat pump engineer from Manchester called Chris made sure everything was perfect before they left. Jamie and Ceri were great and super quick on the scaffolding even in the storms and Dale, Mikey and Evan were great too. Just waiting on someone to come and inspect everything and some paperwork for the solar panels but we have such a lovely warm home now.

Spent over 8 hours over 3 days on the phone trying to get through to CES. There is no excuse for such appalling communications. Annoyed I can't give lower than a zero star rating for a zero service.

Update 06.01.25 - rang CES at 9am today and was told I was "First in the queue and your call is very important to us and we will answer your call as soon as possible". This message was repeated over and over again for the next 80 minutes yet CES failed to answer the call. That's a total of 9+1/2 hours of failure to answer the phone by CES. Absolutely appalling service yet again.

UPDATE 13.01.26. I have spent another 7 hours over several days in a non existent queue being totally ignored by CES. I have 2 issues - one relating to payments and the usual situation of me having to chase CES every single year to get the central heating service done. I suggest CES change their phone message to, "We don't give a **** about customer service and will ignore you for hours, days, weeks". So far today I have been third in the queue for 33 mins. AVOID CES AT ALL COSTS.

Not finished my mum work i have been on the phone for 3 hrs trying to get through please can someone ring please.
It looks like the has Staff at major Swansea company told jobs at risk just days before ChristmasStaff at Consumer Energy Solutions said they were 'in turmoil' after being told the newsStaff at a major Welsh employer have been told their jobs are at risk just days before Christmas. City Energy Group, parent company of Consumer Energy Solutions, said its Swansea site is proposed for closure.Issuing staff with notices of redundancy in a 45-day consultation the company said the proposed closure was the result of the end of the UK Government-backed energy scheme ECO4 which it operated.

Putting the heating in was great but the after care is none existent dreadful company you won’t ever get anyone out to fix the problem

Boiler doesn't work properly had 4 visits from different plumbers.
Rang them today at 9:30.
At 12:15 we were in position 5 in the queue. I think they only have one incoming line.
We have to usually argue and plead our case and why we're vulnerable (Various illnesses) like many others.
They take £15.99 a month off us that's worth a meal each for a week for us.
It is now 15:05 still no answer.
Got up to place number 2 in the queue by 16:00.
Gave up in the end.
Fourth day with boiler problems.