Background:
Mr and Mrs Wilson (not their real name) , both older residents in Pilling (PR3), had solar panels and a battery system installed last year through Cosy Homes. They faced issues registering for the Smart Export Guarantee (SEG) with British Gas, as they lacked the necessary paperwork (such as the DNO/G98 approval) and struggled with the Wise Energy app provided by the installer.
Issues Raised:
- Unable to access SEG payments due to missing documentation
- The app and registration process is confusing and inaccessible
- No response from installers when contacted for support
“I’ve tried everything. I can’t make this app work. It’s beyond me.”
“We should be getting paid for the energy we export, but we’ve got nowhere with it.”
Actions Taken by Greener Homes:
- Contacted Electricity North West and requested that the SEG documentation be emailed to the resident
- Offered to escalate the issue with the managing contractor for follow-up and a technical visit to verify the system and support with registration
- Provided a clear and supportive email summarising actions and next steps