Sustain Heating & Renewables Ltd Reviews 

Initially a very frustrating experience - having been told during a site survey that installation of a battery should be done 'as soon as possible' as it would make a significant difference to my energy costs I was promised a quote the following week, but after weeks of chasing I got nowhere. However in response to my negative review here I am probably going to change my view as Tony has stepped in and is now looking at my situation and the best solution in terms of installation, taking time to discuss and explain the pros and cons. Watch this space - am hoping that a 5 star review is imminent!
Update: My installation was done in the last 10 days and on the basis of how this was done I have updated my rating to 5 stars. There are a couple of minor things still to sort out but I as I am of the opinion that it's how a company responds when things are not going well that tells you more about their customer committment than when it's all hunky dory, I think this is fair. Tony, Dan and their team take customer care seriously and I would not hesitate to Sustain.

Superb installation of new heat pump. From our initial enquiry with Geraldine nothing has been too much trouble. Sustain has one goal in ensuring complete customer satisfaction and this was achieved throughout to our delight.
Our job was carried out by an amazing team lead by Daniel along with Chris and James, together their workmanship and professionalism, respect and tidiest the best we have ever come across thank-you.
A big decision in changing to a heat pump with more work involved than we could ever have imagined but wow so very pleased we did resulting in a modern efficient and extremely quiet system.
If you are contemplating a change Sustain are undoubtedly the best you could choose to complete this for you, again a massive thank-you to all at Sustain Heating & Renewables.
Colin & Janie

Absolutely excellent experience with Sustain from start to finish.
Brilliant customer service, talked us through and made sure we understood every stage of the installation process. Felt really valued as customers.
The installation was done very professionally and in good time, their staff were really friendly and made sure we were informed of all the work they were doing. They did a great professional job.
Have now enjoyed our panels for >6months, and not really pleased with the results.
We would highly recommend Sustain.

"This review will be a little different to most, but in some respects may be more informative. We chose Sustainable Heating on the basis of the Which Trusted Trader scheme and we are glad that we did. We have given a five star rating but the installation was far from straightforward. The problems were mostly outside the control of the company but they resulted in the start of the work being delayed, with the installation taking longer than expected. The standard of the workmanship was high with the solar panels and battery installed on time taking only 2 days. The 4 week experience with this system has shown it's worth. The heat pump installation needed the replacement of over 90% of the existing central heating. The inevitable disruption and damage was far less than anticipated, the plumbing and pipework is really neat and to a high standard. The fitters communicated very well with both of us and discussed all aspects of the installation with us. During this time we spoke to Richard and Tony and it was very clear that their goal was to deliver a system that we would be pleased with. This they have done. There were some communication issues and difficulties but they were resolved. Heat pumps are not pretty but Neil, the senior engineer, arranged the pipework etc. to minimise its impact. Today, due to the recent warm weather, was the first time the heating came on for real, so to speak, and I feel confident that we've made the right decision. "

We had an Air Source Heat Pump fitted as our original heating system broke beyond repair. We had the system fitted with the help of the Green Homes Grant. The work was started and completed on time and all of the work was completed tidily and very efficiently. They serviced and connected our solar thermal system to the new tank and we now have lots of hot water. Everyone was very polite and helpful and we are happy to recommend Sustain Heating. We are so glad we found them.

Sustain installed a Mitsubishi Air Source Heat Pump system at our property. and despite some last minute challenges due to some very strange piping when the house was built the installation was completed in the timescale stated. The quality of the workmanship was outstanding. Our thanks to all at Sustain

We had an LG Therma 9 kw Air Source Heat Pump fitted by Sustain through the Green Home Grant Scheme. It was a really major job as the house we bought did not have any radiators / wet system and the whole house was functioning on 3 x ancient (and inefficient!) storage heaters.

Our first contact was with Trevor, who came to visit us in our home and talk through our options. To calculate the size of the pump and rads, Sustain arranged a Heat Loss Survey and Trevor came back to talk us through the results of the Survey and get us signed up for our installation.

Despite the issues with delays in the Government scheme, Sustain were very patient and stayed with us through every twist of the application process. Tony, Richard and Sandra were super helpful at every turn.

Eventually, when we were issued with the voucher, we had a visit from a highly capable head engineer (Mike). The team from Yorkshire (Mike, James, Matty, Dave the Sparky and apprentice Dylan) were exemplary. They were friendly chaps, highly competent and tidy. They couldn't do more for us and even adjusted some pipework by arrangement. James was there through the whole week and we felt totally confident with every aspect of the work in his hands.

We had all of the controlled waste collected too by James Stickland.

From beginning to end, Sustain were excellent and we could not recommend them more.

We found the service provided by Sustain Heating & Renewables efficient, prompt & friendly. Having done brief initial research on air source heat pumps, it was helpful to have our questions answered, the right equipment sourced and a quick and effective installation completed within just a few weeks.

We have just had an air heat source pump installed to replace our oil boiler, and we are exceptionally pleased with the high standard of professionalism shown by the company, and the installers. They are really nice people, who go the extra mile to ensure the customer is totally satisfied, and produce a brilliant product. Overall a totally satisfied customer, and a brilliant job done.

Going Green is an expensive process but is an opportunity to help eliminate fossil fuels. There is no gas in our village, so oil has been the only option.
Sustain Heating and Renewables installed a heat pump system in our five bedroom home and it was a major job. They handled the work confidently and overcame many challenges. Nothing was too much trouble for the team who worked well together. The operation was timely and disruption of supplies was kept to a minimum. Commissioning and handover was comprehensive and we would recommend this Company to potential buyers.

We recently moved into a hundred year old cottage which had storage heaters as the only source of heating.An immersion heater was for the hot water and we were on economy 7 tariff.I was recommended sustain heating by one of my customers so i gave them a call which was followed up very quickly by a couple of visits by Trevor.He explained to us all about the RHI and Green Grant government schemes.The installation was bought forward by two weeks which we were very happy about as the thought of hot water and being warm was becoming very distant.
The team ( 2x matts 1 x jamie and 1 x dan) arrived and proceeded with the installation overcoming several obstacles like the upstairs being double boarded and an RSJ running the entire width of the house making piping up radiators very awkward.
All the technical difficulties were very professionally solved and the entire installation of air source heat pump,complete wet system and removal of old storage heaters,re-location of wall sockets was finished in less than 4 days.
We now have a lovely warm house lashings of hot water,the house has had its first proper warm birthday in its hundred years of existence.I am writing this review only a day after the work was completed and we are both so very pleased with the whole process.Well done sustain on what i can only say was a perfect job Rob&jayne x

Thanks to Sustain Heating, we have spent a very happy Christmas in our beautifully warm home. We requested quotes from about 4 different companies recommended by the Green Match website - three replied and 2 actually came to the house, one of which was Sustain. Sustain was very clear and concise about explaining things such as accreditation, heat loss assessment, help in government funding, pricing, etc. As we were complete novices in this endeavour, it was much appreciated.

Needless to say we chose Sustain and have not regretted one second of our decision. From the very start to the finish (which took about 10 days beginning 16 November) the highest qualities of professionalism, attention to detail, and conscientiousness were second to none. The engineers Jamie and Matt, were absolutely excellent - highly competent, friendly, kind and very easy to have in the house - especially given the constraints of the COVID conditions. Nothing was too much trouble. There were a few blips which occurred as one would expect in a 250 year old cottage that has been extended/manipulated/messed about, but again, the problems were solved and we were never left in the lurch. The entire Sustain team has been nothing but supportive, enthusiastic and helpful and continue to be so.

If only there were more companies out there that had the standard of quality that Sustain does, life would be a lot easier, that is for certain! They always followed through and did what they said they would do - no surprises. We consider ourselves extremely lucky to have found this company and highly recommend Sustain Heating - you will not be disappointed.

Colleen and Nigel Merrett

Sustain Eco did a good job fitting an LG heat pump back in January 2020. It ran perfectly until November but then tripped out. A call to Sustain Eco resulted in a visit by an engineer that afternoon who diagnosed s PCB fault. LG couriered a new PCB which was fitted within hours of arrival. So within 48 hours we were back up and running. I cannot fault the service from Sustain Eco. Apparently a few early PCBs had a weak point and we were unlucky to have one of them. However the experience showed that both Sustain and LG to be on the ball to provide good backup.

Excellent communication right from the start, which gave us confidence that they knew their products and could advise us what would work best in our house.
They installed the system quicker than we expected and with minimum disruption. The workmanship was to a very high standard as were all the system components.
We would highly recommend Sustain Heating & Renewables.

Unsolicited testimonial given without inducement or reward.

Until spring this year [2020] our heating and hot water were supplied from an oil-fired combi boiler. In spite of its age [c. 15 years] it was trouble-free and reliable but would inevitably need renewing in the foreseeable future. Waiting till it failed would almost certainly have meant replacing it with another oil boiler which would have been unacceptable on environmental grounds. The most practicable alternative for us, given our rural Somerset location, was an air-source heat pump.

The spring was warm, summer was clearly on the way when we [wife and myself] anticipated we could dispense with heat and hot water for however long installation would take. This coincided with the economy clearly heading downwards and the sensible thing to do with money sitting uselessly in a bank was to spend it. Covid19 restrictions had meanwhile come into play.

I put out feelers with a number firms [eight or a dozen] not all of whom bothered to respond while others took so long to act that the installation was already complete before they did so. Among those who did respond was Sustain Heating. They were not the cheapest but their proposal and attention to detail seemed the best fit for what we wanted. They were also able and willing to start the work within a month – early July 2020. The work was to be carried out while we remained ‘in residence’ when Covid19 restrictions were tighter than ever.

HEAT PUMP: The basic job was to replace the oil boiler with an LG Therma V air-source heat pump. There was some consequential extra work involved.

TANK: Because we had a combi-boiler we had no hot water tank. We now have a 200 litre behemoth that looks like it escaped from Hinkley Point.

PIPE WORK: The original pipe work from the boiler to the radiators was ‘micro’ bore – 10mm. Heat pumps deliver hot water to radiators at lower temperature but in greater quantity than an oil boiler. This can be done through 10mm pipe but 15mm is more efficient, gives better flow rates and is less likely to encounter problems of silting up at bends etc. Consequently we opted to have all the micro bore pipe replaced with 15mm pipe.

PV [Photo-Voltaic] ROOF PANELS. An ‘optional extra’ and not strictly necessary. They generate electricity here for 3 purposes; i] to power the heat pump; ii] when not driving the heat pump generation is directed to heating the hot water; iii] when not used for the preceding, surplus energy can be sold back via the grid. [I have yet to accomplish this. I was advised to approach Octopus but have so far found them to be utterly useless, totally unreliable and misinformed.]

Sustain Heating essentially finished the job in 4 days. There were one or two hiccoughs on the way, but in my experience [72 years and accounting] there always are, especially when ‘retro-fitting’ – the new-fangled way of explaining the process of updating or improving an older property. But at every stage Sustain Heating have bent over backwards to get the job done, not just to the best of their ability but as well as anyone could reasonably have been expected to get it done.

On a personal note I find the emphasis placed on 5 star ratings in Trust Pilot and other online review portals absurd. Five out of five stars implies to me perfection but there’s no such thing as perfection; there are lumps in it. But to award less than 5 stars is seen as adverse criticism and I have none to make of Sustain Heating. So I shall end with this caveat; that I regard the award of 5 Stars as a binary one; 5 stars ‘good’ less than 5 ‘bad’. Or, to put it another way and to conform to the childish approach of our political leaders who demand ‘yes’ or ‘no’ answers;
Would I recommend Sustain Heating? Yes
Would I recommend any of the alternative firms I approached? No
Was Sustain Heating punctual? Yes
Were they and their staff professional and polite? Yes
Was the workmanship good? Yes
Were they tidy and did they clear up? Yes
Could they have done better? In a perfect world possibly, but in the real world where I live no and I recommend them unreservedly.

Very professional service. Everyone and everything arrive exactly on time. The whole installation of the air-source heat pump went smoothly and finished a day early. The heating and hot water are working perfectly- all very modern and 'space-age'!

We have been very happy dealing with Sustain and everything about their professionalism from start to finish. All their representatives who have visited us - be they plumbers, heat loss surveyors or other reps have been very amenable and always happy to explain anything. As we were new to the technology of air pumps, Sustain gave us the confidence in the technology and were very clear on the overall costs as well as the RHI repayments we would receive.

We live in a small village which is very quiet and peaceful and the position of the fan to reduce noise was a key concern of ours. Since the installation, we are happy to report that the noise is minimal and the location of the fan was an excellent choice reducing excessive pipe runs and made use of an unused side passage.

We believe Sustain offered a very competitive service (based on other quotes we received). We chose Sustain in the end because they highlighted their excellent customer service was very important to them. We believe they did go those extra miles - quickly solving minor issues; responding to emails/phone calls quickly and following up on issues to ensure they had been solved adequately.

We would be more than happy to show off our new pump and the storage tank and other kit involved. And always happy to answer any queries from anyone interested in investing in air pumps for their new heating system. Our heat pump was installed in June/July 2020.

I have been really impressed by these tradesmen.

On time, tidy, took away all the rubbish and nice respectful guys to boot

All good

Installed June 2020

From our first call we were very impressed with Sustain Heating and Renewables, they kept us well informed of all that was going on before the installation. The work was carried out by two very diligent workers in difficult times. I would describe our home as a challenging project (A 120 year old Lodge with sloping floors!) without the added pressures of COVID 19. Despite all of this they finished a day early. We are delighted with our Airsource Heat Pump and would definitely recommend this company.

All of the installation was carried out expeditiously and professionally. The team were pleasant and friendly, created minimum disruption and cleared up very thoroughly. The system, after about one week, seems to be working perfectly and exceeds my expectations.