Frequently Asked Questions

+ What are renewable energy technologies?

Renewable energy technologies enable us to create electricity, heat and fuel from renewable sources. Solar, wind, hydro, wave, heat-exchange, tidal, wave and bioenergy technologies are all powered by the sun, directly or indirectly.

+ Where are you based?

We are a Nationwide company, with our HQ based in West Malling, Kent.

+ What is your main contact number?

Our Monday to Friday mainline number is 0330 324 7777

+ How do I contact you in an emergency?

Please call us on 01732 625 072


Once we have received your complaint form, you will be contacted by a member of the Customer Care Team within 24 hours. We will conduct an internal review and respond to you within 10 days of receipt of your complaint with the result of our investigation.

If your complaint refers to property damage, our team will send you a damage form to complete and send back to us. All property damage forms will be assessed within 10 days of receipt of the form. Once assessed, we will write to you to provide the outcome of this review and any next steps in getting the situation resolved. If we’ve been unable to reach a conclusion within 10 days, then we’ll contact you to keep you updated on where we are with our investigation.

+ I will not be in during my planned appointment. What should I do?

If you are unable to be at home during your appointment, please make sure that a family member or friend is able to let our engineer into the property to conduct the service. If you are unable to do so, please email as at so we can rearrange your appointment. Please try to give us a minimum of 24 hours notice if you need to cancel an appointment.