Element 5 Energy Ltd

Alex and his team installed our ASHP one a year ago and I have waited 12 months before posting my review. I rarely post reviews, but will make an exception in this case. I had been considering solar panels and an ASHP for several years and took the plunge last year. I was fortunate enough to be directed to Element 5 as, during my research, I came to realise that there were many companies that were only keen to hard sell their systems, without fully understanding the needs of the client. Alex was different. He spent a considerable amount of time with me, explaining the pros and cons of ASHP systems as well as (and most importantly) the need to ensure that the property (1926 semi-detached) had the best insulation possible. He conducted a full heat-loss assessment of the entire property before submitting his report to me (£100), which was money well spent. For context, we live in a four bedroom property in Surrey, with four adults and our supplier is Octopus Energy. We also have 14 x 410w solar panels and 9.5kw battery storage facility on our west-facing home, which were installed just prior to the ASHP. We have also taken out a monthly service plan with Element 5 (£36/month), which provides an annual service and full report. The ground floor of the property has underfloor heating and radiators/towel rails in the bedrooms, bathrooms and top landing. The ASHP installation was carried out over a period of about 10 days (staggered by mutual agreement) by the most engaging and professional team of knowledgeable engineers I have known. The materials are of the highest quality, the pipework and routing were fully thought through and the finished set-up is fully insulated and aesthetically pleasing. The pump itself is located just outside the back door and we rarely hear it operating - it is the equivalent of a heavy duty fridge freezer. The total cost of the entire installation (including some radiator and towel rail upgrades) was £23k, but was offset by the government grant of £5k (recently increased to £7.5k). Having just had the summary annual service report from Alex, we note that the fuel efficiency rating of the pump is 1:4, meaning that we get four times the amount of energy that we put into it. Looking at the household energy bills, and bearing in mind that we can now utilise the solar panels for part of our electricity requirements, last years energy bills (gas and electricity for Jul '23 - Aug '24) was £3,800. The same period this year is £1,300. Another major difference is that we have not had to monitor our thermostats and the house has maintained a steady 21 degrees downstairs and 19 degrees in the bedrooms, even during minus temperatures outside. We have sufficient hot water at all times and, should there be a sudden rush on the hot water, we always have an override so we can boost if required. It is true that not every property or home would suit an ASHP system, but if you are considering it, I highly recommend contacting Alex. He is extremely knowledgeable and will not try to sell you something that is unsuitable. He will stress the benefits of good insulation, so, even if you do nothing else, heed those words!

Google

We can highly recommend Element 5 Energy. Alex and his team were well prepared, demonstrated great expertise, found very good solutions during the installation whilst always being courteous and to the point. Our project involved the replacement of the existing internal gas boiler with an air source heat pump located at the back of the garden. It took about three months from the first contact to the installed unit and the whole process was very well managed.

Google

Element 5 installed an ASHP and associated UFH and plumbing for us as part of our rennovations in 2023. The service from start to finish from the entire team was excellent and i can't really say much else. I have already recommended them to others and will continue to do so. They are expensive but having seen the quality of the work and the aftercare so far I would say it has definitely been worth it.

Google

Fantastic, friendly, local team including engineer Roman who does our annual heat pump service and any ad hoc issues. He's incredibly professional and so kind - for instance patiently answering all of our toddler's questions! Also feel like the team take the time to get to know us as loyal and repeat customers. They've been short staffed recently on the admin side but they always do get back to me and offer times to visit convenient to us, our young family and our work.

Google

AVOID THIS COMPANY IF YOU WANT RELIABILITY. Appalling service. Tried to get them to come to service an installation. They failed to commit to a date for five weeks before contacting me one afternoon to see if they could come with less than 24 hours notice. That didn't work for me so they said they would come the following Monday. That came and went with no communication. Chased again the following day and still no commitment from them. Have given up and found another company who is willing to commit to come at an agreed time within 3 days. Companies who mess potential customers around like this should be avoided. They apologised when I cancelled and said that they are short of manpower. Not good enough.

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