We had been considering solar panels for some time and, when renovating our house, deliberately installed an unusual hot-water tank (dual-coil thermal-store) with the express intention of having solar panels installed at a later date. In the meantime, I researched solar water-heating companies.
Coincidentally, a leaflet from SmartEnergy dropped through our letterbox. As we were in the market for panels, I sent off the reply-paid card, and SmartEnergy duly made contact by phone. The salesman that arrived a week or two later was pushy in the extreme. Fortunately, because I had already carried out some fairly extensive research into the subject, I could decipher the facts from the sales-talk, but nevertheless I was fairly impressed with the standard of engineering of the panel-section he brought with him (I'm an engineer myself by profession.) In true salesman fashion, he asked for the order in a way that indicated that he almost took it for granted that we would agree. We didn't - at least, not immediately. We asked for time to consider in private, and took an hour to do this, despite his initial reluctance to leave us. On his return, having thought about it in some depth, and being familiar with the literature from other companies, we placed the order.
WARNINGS: 1) an exact price was not quoted until we had given the order, 2) because the salesman was present by invitation (i.e. he wasn't cold-calling) we were required to agree that there could be no "cooling-off period" after the order - apparently this is perfectly legal if of somewhat doubtful ethics, 3) SmartEnergy will not agree to make placing the order dependent on the outcome of their survey - you have to place the order before having the on-site survey carried out, 4) difficulties in obtaining any necessary permissions (e.g. planning,
which in fact isn't often required) does not entitle you to cancel the order.
Much was made of the fact that we could earn money from making referals of SmartEnergy to other potential customers, upto getting a complete refund of the system purchase price after making six referals which resulted in firm orders. In practice, to achieve this, you would probably need to turn into something of a high-pressure salesman yourself. Perhaps not such a good way to win friends and influence people. We also needed to agree to displaying a smallish (2ft x 3ft) SmartEnergy sign outside our house for 6 weeks following installation, after which we could dispose of it. Surprisingly, this did actually produce an enquiry from a neighbour along the road.
The salesman had told us that we would be contacted within a week to arrange the survey. Seven weeks later, during which time we were on holiday for 2 weeks, we had still heard nothing. At this point I wrote to the SmartEnergy manager insisting that the appointment be arranged within seven days and that time was of the essence. We were contacted immediately by the manager himself, and the survey was arranged. Apparently the delay was due to a misunderstanding caused by our holiday, and I have to say that, once we complained of the delay, I can't fault the way in which it was handled. Full marks to SmartEnergy for that.
SmartEnergy normally supply and install their own hot water tank as part of their package. Because we had already installed our own solar-ready tank, we were able to negotiate a discount on SmartEnergy's quoted price. While the discount probably fairly reflected the price of the tank, I don't think it took sufficient account of the reduction in labour costs due to not having to install their own tank.
The survey didn't throw up any problems, and the system was installed shortly after, in two stages, which is normal. The panels are installed first, which took a morning. Because of the orientation of our house, we had them mounted on a bracket on the gable wall rather than on the roof. The panels are of the more efficient evacuated tube type, rather than the flat panel type. A week or so later, the plumbing and electrical work was carried out. Both sets of workmen were efficient, cleared up after themselves and the plumbing/electrics in particular were installed very neatly with no mess. There was a slight leak from the connection to the panels when the system was first filled but this was quickly dealt with. The fluid used is a type of antifreeze and is supposed to be good down to -15 C. The system is also pressurised, and has a maximum working panel temperature of 250 C. Our installer told us that the highest panel temperature that he's seen is 216 C, and the highest we've seen so far is 110 C.
So, the system is installed. Does it work?? Categorically, yes it does, but you MUST adjust your gas boiler temperature settings to get the best use of it. SmartEnergy provided no advice on this. Looking at some of the other reviews on this site, I wonder if other users have turned down their boiler thermostats, which you need to do. Briefly, the system works like this: the solar panelcontrol box displays three temperatures 1) the panel temperature 2) temperature at the top of the hot tank, and 3) temperature at the bottom of the hot tank. If the temperature differential between the solar panels and the bottom of the tank (where the solar coil is) is such that the panels are at least 4 C hotter than the coil, the pump will kick in and the panels will start to heat your water, upto a maximum of 60 deg C at which point the pump turns off automatically. The problem is that most modern boilers are designed to operate with flow temperatures of around 75 C, giving a tank temperature of 65 - 70 C. Therefore, unless you reduce your boiler setting, the solar pump will never operate and the panels will not work. 60 C (140 F) in the tank is perfectly adequate for domestic use. We have found that, if we run the boiler for one hour in the morning, prior to getting up, this will provide hot water for showers, washing, etc. This usage reduces the temperature in the tank, which allows the solar panels to operate through the day, bringing the tank back up to its maximum of 60 C, which is achieved quickly and easily on a sunny day. The solar control panel indicates when the pump is running and you can watch the tank temperature slowly rising. Even on a lightly-cloudy day there is some input, allowing the boiler to work less hard later on. The only time that there is little or no solar input is during heavy cloud. Depending on how sunny it has been, we then need to boost (or not) the boiler accordingly later in the day.
To summarise: you cannot expect to get the best from solar panels without having to be a bit proactive about your boiler and heating settings. Installing the panels and expecting them to work while leaving all other settings unchanged just isn't an option. Despite initial misgivings about SmartEnergy, I have to say that, so far, we are completely satisfied with their system and how things have worked out. We are noticing the boiler firing less often and we certainly have no shortage of hot water. There is hardly any noticeable difference between 60 C (solar) and 65 C (boiler)and, after all, solar power is about saving energy.
SmartEnergy are definitely high-pressure salespeople, but on the whole they have come up with the goods, responded well to a complaint, and provided a neat and tidy system which works reasonably well from both operational and thermodynamic points of view. With certain caveats, I would recommend them. My rating would be five stars for the system and three to four stars for the company, so an average of four stars for the whole package.
One final warning: don't expect to get your money back by the fuel savings you make. It isn't going to happen, at least not in the short or even medium term. If you're considering solar as a money-saving method, I would suggest that you're looking at it for the wrong reasons.
SUPPLEMENT, one month on: We just had another minor leakage, from the joint between the solar panels and the pipes leading to the hot tank. I phoned SmartEnergy about the leak at 3:00 pm one afternoon; a technician came the next afternoon and fixed the leak immediately. Again, full marks to SmartEnergy for service.
How helpful would this review be to a person making a buying decision? Rating guidelines
Advantages: Good early savings from SMART Energy Master. Professional People. Quality Panels. Flexible Disadvantages: It is complex, expensive and you must use the system properly to gain savings
Advantages: Little lower gas bills, satisfaction your helping to save the planet Disadvantages: Pushy sales man, unjustifiable high price, kit not high quality.
Advantages: Good early savings from SMART Energy Master. Professional People. Quality Panels. Flexible Disadvantages: It is complex, expensive and you must use the system properly to gain savings
Sep 28th, 2005
(Oct 19th, 2005)
exceptional by (14%):
very helpful by (81%):
helpful by (5%):
