Solar panels-pv - Not saving as much as expected

Based on resolver's experience to date, not saving as much as expected with the Green Deal can be caused by an incorrect assessment, changes in your behaviour (rebound effect) or the works not being installed correctly. This can pose a problem for you, as the 'Golden Rule' of the Green Deal is that you should not be 'paying out' for the cost of the improvements as the energy savings from the improvements should pay for them.

As soon as you notice that this is the case you should raise the issue with the energy company (assuming the work is completed) and then a formal complaint can be created. This should be done in writing to the Customer Services department of your Green Deal Provider (details can be found on your Energy Performance Certificate). If your Green Deal provider is unable to resolve your issue then you will be able to escalate, as a last resort, to the Ombudsman. They will act as an independent arbitrator to rule on any dispute between you and your provider.

The way this deal differs from a standard loan is that savings made on your energy bill as a result of the home improvements installed should cover the repayments. This system is known as the 'Golden Rule' - you should not pay back more in loan repayments than you are saving on your energy bill. But the Golden Rule is not a guarantee, just a guideline based on energy-saving estimates. You'll therefore only make overall savings on your energy bill once you've made all your repayments. A Green Deal Provider must inform customers that: (a) savings estimates in the Green Deal Advice Report are not necessarily the exact savings which will be made on energy bills; and (b) whether these savings are actually achieved will be affected by: (i) the way that energy is used at the property; and (ii) the tariffs charged for energy supplied to the property.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.