Offered solar, battery and heat pump, but then told offer not available

Hey ​@Cloudliner79 

I’m really sorry to hear about this, that’s really disappointing to hear. 

I’m just wondering what route this was via, so we can make sure this is at least fed back to the right departments. Did you go via this route on the website?

Hi Abby, No i responded over 6 weeks ago to invitations from OVO, highlighted in my main energy account and entered detailed data re my house size, number of rooms, annual all electric energy consumption etc and received an immediate display and estimate of the likely costs of around £10,500 for the ASHP AFTER applicatuin of the £7,500 govt incentive, which I thought was rather on the high side, but a forecast of a brake even point of 7 years for a 12 panel PV Solar array with a 5.2kWh storage battery at a cost of some £8500. I immediately booked up appointments for the ASHP ‘telehone consultation’ with ‘Bradley’ at 11am on 21st May followed by a final site survey by Bradley on scheduled for 1st June 2026. just one day before the telephone consultation Bradley sent an email postponing the 11am time and suggesting 4pm on the same day 21st May but 4 am and then 5 am came and passed with no call. He then sent me an email apologising for his NO SHOW and seeking to set a new date for the phone call sometime in the week beginning 25 May, but as I had a five day holiday in Belgium booked starting at 8am on 25th May, I decided to send Bradley a detailed data set giving him all the info he might seek to get from me in a telephone consultation. He also introduced me to a colleague called Sean (i think) who was ‘covering’ and working with him and so I sent my detailed data set coveering BOTH the ASHP and the SOLAR ASSESSMENT to both Bradley and Sean but they did not respond nor acknowledge receipt of my detailed info nor did they call me back.Needless to say 10 am Monday 1st June came and went with again NO SHOW and NO apologies via email. Since I am keen to get the work and assessment done this year, I then revisited the alternative energy companies offering similar installations and was both delighted and surprised to see that Octopus were offering a suitable ASHP, sized to suit my 9250kWh annual usage priced at only £3,850 after the £7,500 govt incentive had been applied, which WAS and now IS confirmed by OCTOPUS - nearly £6000 pounds cheaper than the OVO on line estimate. In the first two weeks of June, I have been in regular contact with the Octopus team, sending detailed data and photographs to them and have signed contracts and paid my deposits for both ASHP and an enhanced and optimised to my roof and winter shading characteristics a more powerful 14 panel SOLAR array plus a 5kWh storage battery with a breakevn point of 7 years, at an agreed total cost of less than £15,000 subject only to an agreed varioation in the escalating costs of scaffolding. The OVO-OCTOPUS comparison is like comparing chalk and cheese. 

Thanks Abby, I can now see by using your link that OVO are “not able to install in my post code here in Benfleet SS7  at the moment” but then  they were repeatedly offering me ASHP plus SOLAR plus BATTERY whenever I logged into my OVO A/C so they arleady had my postal address details back then in March, April.and May 2026, Clearly something went wrong with OVO’s third party installation and supply chain but they did not hav ethe courtesy to tell me it was all about to collapse when I made my appouintmenst for late May and 1st june etc.They actually phoned me on Monday 15 June at 3pm to say they were working on behalf of OVO and to ask if I was still interested in the ASHP ans SOLAR Installations. The company left a voice message on my mobile from Bradldy Green Energy exactly 2 weeks after failing to turn up to do my assessment! Oh I’ve just cottoned on that is my misspelling of Bradley and the Company is called Green energy and the mobile they used to call me was the one given to me weeks earlier when I made my appointments Ha Ha. 

Hey ​@Cloudliner79,

Thank you so much for your honest feedback. I've passed it along to our solar installation team so they can look into what happened. I'm really sorry to hear about your experience, and it’s understandable that you decided to switch to another supplier. I truly hope your installation with Octopus goes smoothly! 

You’re always welcome to stay active on our Forum if you have any questions about your setup. We have friendly members from all suppliers, including Octopus, who are here to help, so don’t hesitate to reach out. We're always happy to support you!

Thank you Chris for your comments and invitation to remain as an active contributor and  member of this very supportive Public Forum. It has been a great source of inspiration to me on my journey towards an ECO - Planet - Friendly Journey.  

I can understand why that would be frustrating, after having been with them for so long. Perhaps they couldn’t get an electrician booked, or something changes about how the program was rolled out in your area but some better communication from OVO would have been a significant plus. Good that Octopus got it sorted so quickly for you.