FREQUENTLY ASKED QUESTIONS
GENERAL
What is Energy Aftercare?
Energy Aftercare provides independent technical support and aftercare for solar PV, battery storage and EV charging systems.
We support homeowners, businesses and renewable energy installers with everything from system guidance and app support to technical troubleshooting, optimisation and ongoing aftercare.
Where is Energy Aftercare based?
Energy Aftercare is UK-based, with support provided directly by our UK team.
Do you use AI or chatbots for customer support?
No.
We believe technical support should be provided by real people who understand the technology and can properly understand your situation.
When you contact Energy Aftercare, you're speaking to a real person — not an AI pretending to diagnose your system.
Do you use an outsourced call centre?
No.
Our support is provided directly by the Energy Aftercare team. We don't outsource our customer support to generic call centres.
Are you independent from manufacturers?
Yes. Energy Aftercare is manufacturer-independent and hardware-agnostic.
We support systems across different manufacturers and technologies rather than being tied to one particular product or brand.
What types of systems can you support?
Our experience covers a very wide range of energy systems.
From small domestic, caravan and off-grid systems through to large commercial battery storage systems and megawatt-scale EV charging infrastructure.
If you're unsure whether we can help with your system, get in touch and we'll assess your requirements.
HOMEOWNER SUPPORT
Can Energy Aftercare support a system you didn't install?
Yes.
We can provide support for existing solar PV, battery storage and EV charging systems regardless of who originally installed them, subject to the system and the nature of the issue.
Can you help if my installer has stopped trading?
Yes.
We can provide independent technical support for your existing system and help you understand what is happening and what the appropriate next step is.
Can I contact Energy Aftercare directly?
Yes.
Homeowners can contact us directly by phone, WhatsApp, email or through our website.
When you contact us, we'll establish what system you have, what you're experiencing and whether your original installer is an Energy Aftercare partner.
Can you help me understand my solar or battery system?
Absolutely.
We can help explain how your system works, what different readings mean, how your battery operates and how your system is performing.
Can you help with my monitoring app?
Yes.
We can provide support with compatible monitoring platforms and apps, including helping you understand system data, alerts, performance information and settings.
Can you check whether my system is performing properly?
Yes.
We can review available system and monitoring information to help identify potential performance issues or anything that may require further investigation.
Can you help optimise my battery settings?
Yes.
Where appropriate, we can provide guidance on system settings and optimisation to help you get more from your battery and energy system.
Can you diagnose technical problems remotely?
Where the information and system access available to us allows it, yes.
Remote diagnostics can often help identify what is happening before determining whether an installer, manufacturer or qualified engineer needs to become involved.
Do you carry out electrical repairs?
No.
Energy Aftercare provides technical support, diagnosis, guidance and escalation. We do not carry out electrical installation work, physical hardware repairs or modifications.
Where physical work is required, we'll help identify the appropriate next step.
Can you provide an independent second opinion?
Yes.
If you want another perspective on how your system is performing, a technical issue you're experiencing or advice you've received elsewhere, we can provide independent technical guidance based on the information available to us.
INSTALLER SUPPORT
What does Energy Aftercare provide for installers?
We provide technical and customer aftercare support tailored to the needs of each installation company.
This can include customer handovers, technical troubleshooting, app and monitoring support, customer enquiries, system guidance, optimisation, manufacturer escalation and ongoing aftercare.
What is white-label support?
White-label support allows Energy Aftercare to operate behind your brand.
Your customer continues to deal with your business, while we provide the agreed technical and customer support on your behalf.
Will my customers know they are speaking to Energy Aftercare?
That depends on the support arrangement you have with us.
With a white-label arrangement, we can communicate with customers under your agreed branding and processes.
Can Energy Aftercare handle customer handovers?
Yes.
We can assist with customer handovers and help homeowners understand their newly installed system, monitoring platform and basic operation.
Can you speak directly to our customers?
Yes.
Depending on your agreed support arrangement, we can communicate directly with your customers and handle support cases on your behalf.
Can you support multiple manufacturers?
Yes.
Our approach is manufacturer-independent and hardware-agnostic.
We support a wide range of equipment and systems, from smaller domestic installations through to large commercial systems.
Can you help us escalate issues to manufacturers?
Yes.
Where an issue requires manufacturer involvement, we can help diagnose the problem, gather the relevant information and support the escalation process.
Can you provide 24/7 support?
Yes.
24/7 support is available for installer partners where this has been agreed in advance and is included within the relevant contract.
Standard support is available from 9am–5pm. Installer partners can access support during the hours agreed as part of their partnership.
How much does installer support cost?
We don't believe there should be a one-size-fits-all price.
Every installation company has different customers, systems and support requirements, so our pricing is bespoke to your business.
We'll build a custom support plan around your exact requirements.
SITE VISITS & ON-SITE SUPPORT
Do you offer site visits?
Yes.
We can provide on-site support where appropriate, including for:
• Technical diagnosis
• Handover issues
• System sizing questions
• Battery and system optimisation
• 24/7 support requirements
• Issues that cannot be adequately assessed remotely
Site visits are chargeable and must be paid in full before the visit is booked.
Do I need a site visit?
Not necessarily.
We'll assess the issue first and determine whether it can be dealt with remotely or whether an on-site visit is appropriate.
Our aim is to avoid unnecessary visits where the issue can be properly diagnosed or resolved remotely.
CONTACT & SUPPORT
How can I contact Energy Aftercare?
You can contact us through:
Phone:
+44 7943 812137
WhatsApp:
+44 7943 812137
Email:
info@energyaftercare.co.uk
You can also contact us through the website.
What are your normal support hours?
Our standard support hours are:
Monday–Friday, 9am–5pm
Additional support hours, including 24/7 support, are available for installer partners where this has been agreed as part of their contract.
What happens when I contact you?
We'll first understand what system you have and what you're experiencing.
We'll then review the available information and determine what support is appropriate.
Where possible, we'll help resolve the issue remotely. If another party needs to become involved, we'll explain who needs to be involved and why.
You won't simply be passed from one company to another without understanding what's happening.
SAFETY & RESPONSIBILITIES
Can you guarantee that my system will save money?
No.
Energy performance and financial savings depend on many factors, including system design, energy usage, tariffs, weather, equipment and settings.
We provide technical guidance and optimisation support but do not guarantee specific savings or returns.
What happens if you determine that my system may be unsafe?
Safety comes first.
We will not ask you to carry out electrical work or physically interfere with equipment.
Where appropriate, we'll advise you to stop using affected equipment and seek assistance from the appropriate qualified professional, installer or manufacturer.
Can Energy Aftercare modify my equipment?
We can provide remote guidance relating to software and system settings where appropriate.
We do not carry out physical hardware modifications, electrical installation work or hardware repairs.
STILL HAVE A QUESTION?
Can't find the answer you're looking for?
That's what we're here for.
Speak to a real person at Energy Aftercare and we'll help you work out the next step.
Call or WhatsApp:
+44 7943 812137
Email:
info@energyaftercare.co.uk