“Warmworks did not do what was promised. They have contractors that work for them unfortunately and it lets them down. I was supposed to get secondary glazing that didn’t happen and internal wall insulation that didn’t happen, due to having an open fire in the living room, I heard what the person said outside and it was because they did not have the proper machine to drill the vent for combustion ventilation and the cost of the drill and time was £500 , so therefore they abandoned the job. The job was poor in the sense of reaching our targets of emissions and making homes warmer. I feel extremely disappointed with the service. This is not good use of the governments money.”
“Warmworks appointed everwarm to do the doors they were excellent
They appointed mcinbes group for the boiler who left us with no lightsbin 1 room.
3 months later and a complaint still no lights”
“Firstly Everwarm Engineers (electricians) were superb! Brilliant fellas and excellent at wiring in the Dimplex heaters, tidying up etc - highly recommend.
Warmworks are horrific. No communication. Plans made, said our house wasn’t suitable for a heat pump so installed the storage heaters. Said alongside that they would install solar panels, batteries, loft insulation to offset costs etc. They didn’t tell us that they cancelled everything except storage heaters (we found out when engineers arrived to install them). So now the cost to run the heating system is 1068 pounds per 30 days (6 storage heaters total kw ph - 20.38 x 7 hours to get charge x 0.2496. We are trying to get on an economy 7 type rate.
Currently roughly 35 quid per day for heating. I’ve had to turn all of them off. We live in an area that gets temperatures of -10.
They are blaming the government for cutting funding but NO one cut their telephone lines, emails or ability to write a letter. We now can’t even heat our home.”
“Everything went well. One company came and did the boiler and new radiators plus smoke alarms. Two days later another company came and did underfloor insulation and extractor fans. The guys were all pleasant and helpful and really there was minimal disruption and mess given the work required. A few minor gripes but overall it was all a very good service.”
“Avoid the use of Warmworks at all costs. My experience with them has been absolutely horrific. I had my survey done in November 2023. Everything was signed and given the go ahead. Part of the offer was for loft insulation. I have had no proactive communication from Warmworks at all so I contacted them to arrange. I wad told it was cancelled because I have no vents in my loft. The problem being I do have vents. The surveyor saw those events as they were in the loft as part of the survey. They then asked a disabled, bluebadge customer to climb into the loft to "prove" I had vents before they would go ahead. When they finally acknowledged their mistake I was told there was a two month wait, which would've taken me to the end of winter before it was installed. I called to complain to Everwarm and was told they had appointments every single day of the following week. I had undercuts for my door as part of my offer. Its taken nearly a year for that to be arranged only for Everwarm to fail to show up. I called them and they advised the job was booked in so they would contact him. Tomorrow will be two weeks since that appointment and I've heard nothing since. I've put in a complaint to Warmworks which they should acknowledge within 2 days and investigate and respond to in 5 days. They've failed to do so. Another part of my offer was for the installation of storage heaters. After the survey by Omega Electrical I heard nothing for months. I wasn't given a copy of the technical survey or any information with regard to the timescale for the job. I also wasn't given suitable or sufficient information regarding the type of meter required. I have a smart meter which Warmworks want me to rip out and have replaced by a 5 port meter - at a cost of £499 with Scottish Power (I was not advised about this at all). The 5 port meter will be redundant by the middle of 2025 and will need to be replaced by the same smart meter I currently have. NONE of this was explained to me at the time to allow me to make an informed decision about whether to go ahead with using Warmworks. Their lack of communication, organisational skills and general project management is absolutely horrific and has made for an extremely stressful time. The have now proposed the use of a Dimplex Hub however they have delayed things so long that the new prices from 1st October have been put in place so I will have been financially impacted by their incompetence and I am unable to access the tariff that has been specifically designed for the Dimplex Hub so again this heating will be at a higher cost. They have ignored all my recent communications and called me today just after 3 o'clock demanding I change to an Economy 7 tariff (despite the delay in doing so being due to waiting on information from them) by close of business today or they will cancel my appointment for the 14th of October despite this being the first time they have mentioned this "deadline". I have involved my local MSP who has met with the CEO of Warmworks. I have put in 4 separate complaints with them. I have put in 2 complaints with the government and am now.progressing one of those complaints to the Ombudsman. I am both physically and mentally disabled and live with a chronic illness. My experience with Warmworks has severlwy impacted my physical and mental health. I cannot enough how much I would not recommend the use of Warmworks to anyone.”
“Do not apply via Warmworks!!! This company is rubbish and full of lie!!! Waste of time, f…idiots, rubbish, rubbish, rubbish! Absolute joke managed by idiots!!!”
“very poor following assessment appointment ,after checking and verifying the documents they asked for the assessor said i would need new radiators and a new back door they would contact me in about 3 weeks .next day phoned to say the house does not qualify ,and my application has been cancelled because i do not get any benefits but i never said at any time i did ,what a waste of time for everyone.”
“Just a note to commend Emma who spoke to my 84 year old dad and I on 29/2. Emma told us that Duncan would come to survey my dad’s property on Sunday 3 March in the afternoon. My husband was incredulous that someone would ‘turn up’ on a Sunday but Duncan and Emma proved him wrong!
Duncan called about a hour before he was due to arrive to advise us that he was on his way. My dad has had 3 surveys now. GreenerEnergy Group and British Gas and Duncan/Warmworks. Duncan was by far, the most professional, knowledgeable and amiable. He patiently and clearly explained and reassured my dad whenever he asked a question. He is exactly the kind of interpersonally skilled person that can deal with older people. (And non-technical people like me).
The very capable and friendly Emma told us that Duncan had helped her out by squeezing us into his Sunday workload. We are very grateful to Emma and Duncan. Outstanding customer service!”
“So I applied for the Warmer Homes Scotland..
WarmWorks sent out a young lady to inspect and do a report on what I I needed in my House..
I'm offered a New Central Heating System and Loft insulation.i thankfully accept this offer as we HAVE NO CENTRAL HEATING..(boiler beyond repair)
2nd February the Warm works Bloke turned up to plan the new heating system and get the ball rolling on the installation...
Thus bloke never gave his name and was in and out of if my house in 20minutes stating to me he has some queries and will be in touch...
3rd February I get a phone call from warm works telling me my application has been cancelled because MY HOUSE ISN'T SAFE FOR HIS MEN TO WORK IN AS ITS NOT STANDARD SITE PLAN AND IM IN THE PROCESS OF REWIRING 5 PLUG SOCKETS..
WHAT AN BUNCH OF COMPLETE IDIOTS AND EXTREMELY RUDE PEOPLE AND IM FURIOUS WITH THIS WARMWORKS COMPANY.
SO THE HAVE LEFT ME WITH NO HEATING OR SUPPORT IN THE MIDDLE OF WINTER IN SCOTLAND.
THANK YOU WARMWORKS TEAM FOR ABSOLUTELY F--K ALL... YOU ARE A COMPLETE SHAMBLES ..
(I HAD A NEW STAIRCASE BUILT AND MADE MY DOWNSTAIRS OPEN PLAN OVER 5YEARS AGO TO MAKE IT EASIER FOR ME TO GET AROUND IN MY WHEELCHAIR)
IM DISABLED WITH VARIOUS AILMENTS AND HAVE MY 12 YEAR OLD SON FULL TIME AND THIS WARMWORKS LOT HAVE DROPPED US AND CANCELLED OUR INSTALL.”
“Job started in March to install boiler and heating system. It's August...job still not completed! They made several mistakes with the radiators, sizes, positions...most of those fixed, but one, which we have a dispute over...they removed our perfectly good hall radiator and replaced it with one that is totally unsuitable for the small space. Everwarm have acknowledged their mistakes yet warmworks say of we want it rectified WE have to pay for a replacement radiator...same type that THEY (Everwarm) disposed of unnecessarily. They'll fit it for free! But we need to buy it!? Doesn't seem fair or right! We've had our lives turned upside down and lived that way for the last several months. Really starting to take a mental toll on me and my family. They just shouldn't be allowed to get away with leaving people in this sort of state!”
“OMG! What a bunch of useless and lying people! They left my mum's house unsafe, trespassed on my property, damaged my gate, left the external door wide open for anyone to go through, and left a vulnerable adult with no access to the property, security risk, and no respect for property. Complaints and issues are ongoing for over 2 months. Complaints procedure not followed, lies and more lies, the CEO non-existent, very untrustworthy and PLEASE DO NOT TRUST THEM! I am in the process of taking them to court.”
“I am battling this company for the installation of insulation which is causing severe condensation in my loft the so called 'clever' smoke detectors that the Scottish Government forced me to have are also defective but according to the inspector all was good on the day of installation/inspection. so his inspection report doesn't take into consideration things do go wrong days later. Warmworks are asking me to now get my own reports to show condensation and insulation installation is wrong and the smoke detectors don't work. I can afford to just about live nevermind paying for reports outlining their contractor errors. Please do not trust Warmworks or their contractors they are total scammer and are only interested in the grant money. I dont understand how the SNP are allowing this to happen?”
“Failed to deliver reasonable adjustment for a disabled person. I have contacted the L.A that referred me to this company. Customer Services staff have a very poor reputation...look at all the feedback Avoid!”
“Having began the journey of getting new storage heaters with Home Energy Scotland and then onto Warm Works, I cannot fault the company at all. They coordinated the surveyor appointment, technical expert appointment, communicating at all times. Everyone arrived when they should have and I was made at ease at every stage.
When it came to the installation, the communication and attentiveness from the company was excellent. Storage heaters were delivered when they said they would be, carpet fitter uplifted carpets when he said he would attend already for the installation.
The installation was amazing, the men worked all day and only took a 15 minute lunch break, even though drinks were offered. The men laid sheets to keep the rooms clean and when completed, tidied up, you'd never have known they had been working. Carpets relaid the next morning and all completed. Coordination was 100% from start to finish. I can't thank them enough for making the process so easy and efficient, especially when there was a 90 year old to be considered.
Thank you again”
“Poor professional standards, poorly trained staff, that’s how I feel about the staff that worked on my installation. I feel a responsibility to let people know about my experience of getting a heat pump installed.
It seems the incentive structure of Everwarm is such that staff get paid more the faster they complete installations. This leaves space for their staff to lower professional standards to get the job done faster. A lot of people do not have practical backgrounds and allow these standards to pass. Case in point was the radiator in the bathroom, it was poorly positioned fitting behind the door pushing it out into an already narrow space. Done like this because the toilet roll holder was in the way. I got them to move it so it was not behind the door, but this left 4 holes in the wall and floor that were unnecessary had they more professional standards.
On three occasions Everwarm staff told me they would get back to me about important aspects of the job and three times never did.
One was the programming of the heat pump, I had to teach myself the more difficult programming of it because the staff did not show me, nor got back to me like they said they would. The second time was the man sent to improve the insulation standards on the pipes, he came improperly prepared, no cable ties, I asked him to drop some off so I could do a proper job myself. I was shocked at how poorly the job was done, never saw him again. I re-lagged ALL the pipes myself as the job was so bad. The third was when Barry came to fix the leaking pipes for the second time. I asked him why he left that long piece of pipe protruding into the cupboard, told him I was not happy with that and the socket that was still live in the cupboard, he said he would talk to his supervisor about it. Never heard back. Three time staff told me they would do something, three times they did NOTHING! I wrote a letter of complaint to Everwarm management about poor professional standards. Only reply I got was “I have discussed your email and comments with the Contract Manager. The installation is now complete and passed by Warmworks. We will forward your comments to them.”
They left a pile of cut cables under the house, which you should be able to assume had been correctly isolated from mains. I cut them to tidy them up and there was an explosion, where I nearly got electrocuted cutting them back! One was still live!
After completion of all the work, the system failed with a low pressure error. But hey it was cover by Everwarm! Three times they sent staff to try fix it and find the problem and three times they totally failed. The worst was a heating engineer that seemed to have no experience of heat pumps at all. Did not know how to use the programming interface. All three said it was a warranty issue with Mitsubishi side of things, which turned out to be totally incorrect. Total waste of time. The fourth time the original installers came out and found the in-line filter that was blocked by solder flux. Four visits to find and unblock a filter. All I can say is incompetence about this, winter with a failed heating system and four visits, can you imagine the inconvenience!”
“Disgusting customer service from Warmworks!!! Very poor and unprofessional. Was told one thing over the phone then a ***week*** later get an email that they will stall due to my complaint!!! Terrible customer service.”
“Absolute nightmare to deal with, constant Lies and excuses. Everytime they are due to do the install they have more excuses pushing back the date over and over. Omega the contractor we got assigned just constantly gives empty promises, they never contact you when promised. The stress you incur from dealing them both warmworks and omega is unbelievable, Free heating system or not it's just not worth it at all. I do not recommend their services at all to anyone.”
“I had a boiler radiators thermostats valves smoke alarms and a carbon dioxide unit fitted on October 6th. I was so happy with all the work carried out. The workmen were so polite and helpfull and there was no tidying up when the work was completed. Thank you all once again for all the work that was carried out.”
