0808 222 0 111

It has been brought to our attention that a number of our customers who have applied for the Green Homes Grant Scheme through a quotation from Hero Renewables, have received an email from the GHG Team stating that Hero Renewables are not registered for the scheme or that they are “unable to confirm they hold the correct certifications to install [technology] under the scheme. As a result, your application is not eligible for [technology] to be installed by the installer you have selected.” This is incorrect, please see the email from the GHG scheme to Hero Renewables that states this to be the case at the bottom of this article.

Additionally, a number of applicants have been informed that “Upon review of your application, the quote you submitted for Air source heat pump is higher than we would have expected based on average prices for work of this kind.” or have been asked to provide additional information in order to process the application. Our prices are in line with the industry and this should not be the case.

Please be advised that if you have receive an email from the green homes grant scheme but do not respond to it to take any other action, then your application will not process further, and your application will eventually be cancelled.

If you have received an email such as the above, Please follow the steps below:

  1. Contact green homes grant on 0300 131 0053 or respond to the email you have received
  2. Ensure that the TrustMark license number on the application is correct (1954948)
  3. Explain that the email you have received has been sent in error and request that your application is processed.
  4. If you have had an email stating further information is required or that the cost is higher than expected, then please attach your quotation from Hero Renewables to the email and request that the application is processed.

The GHG team have advised us that upon completing the steps above, your application should be accepted and your voucher will be issued. However, should this not be the case, please contact the GHG team on following number, 0300 131 0053, to ask for a specific reason to why your application has been rejected. Please then call our team on 0808 222 0 111 to let us know the reason, enabling us to provide you with the information you need.

We have already had a number of applications accepted and vouchers issued and are committed to helping our customers to take advantage of the scheme. If you have any questions at all, please get in touch and we will endeavour to answer them for you.

Apologies once again for the inconvenience.

Email sent from the GHG team to Hero Renewables

We sincerely apologise for the confusion caused thus far and for the continued frustration of this issue – I can see from our records that you have raised this previously and that we too have escalated the issue previously.

I can assure you that the new, correct, Trustmark license number (1954948) was amended and updated by us here on the Installer Team and is the one that appears on Hero Renewables’ GHGS installer account. I can confirm that this number matches that on your Trustmark profile page too.

However, clearly what still has not been actioned is the amendment that also needs to be made on the Customer side of things. We here on the Installer Team did escalate this as a query/request but, ultimately, we cannot access or amend anything that relates to the customer application (vouchers, technically, are part of the customer application).

So, it is crucial that the customers who have vouchers issued with the incorrect Trustmark number call the Customer Team and request that the numbers be amended or, at least, that a note is placed against those customer accounts as per the correct Trustmark number.

Due to how this Scheme has been set-up, plus DPA Security restrictions, it is only the customer who can make this request of the Customer Team (they will not allow you to request it, nor us on the installer team). I sincerely apologise if this was not explained to you in prior exchanges but this is the part that, seemingly, has not yet been done – and it is the crucial aspect. It also perhaps explains the confusion here on the Installer Team as the bit that we can action was actioned.

I do hope this has helped to clarify things a bit more for you? To reiterate, the customers that have vouchers with the incorrect Trustmark number must now contact the Customer Team, flag the issue and request they amend the number to the correct one.

The customer Team are contactable on 0300 131 0053, 8am to 8pm Monday to Friday, 9am to 5pm Saturday and Sunday.

Thank you,
The Green Homes Grant Scheme

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