Warranty & Aftercare
What our workmanship warranty covers, and what to do if something isn't right
Three kinds of cover can apply to a new installation, and each has its own terms. We guarantee our installation work. The manufacturer guarantees the equipment itself. Eligible installations also get a financial-protection policy from a separate provider. This page explains our part, how it fits with the other two, and how to get in touch if you have a problem.
Your statutory rights apply alongside all three. Our warranty doesn't limit or replace them, and they don't depend on the warranty periods below.
How long our workmanship is covered
| Installation | Workmanship warranty |
|---|---|
| Solar PV | Six years from completion |
| Battery storage | Six years from completion |
| Home (domestic) EV charge point | Two years from completion |
| General electrical work | One year |
The solar, battery and EV charge-point periods run from the date your installation is completed. They come from our written workmanship warranty for solar PV, battery storage and home EV charge-point installations. The cover, exclusions, transfer and claims details further down this page all describe that warranty.
General electrical work has its own one-year workmanship warranty, confirmed separately. The solar, battery and EV charge-point conditions on this page don't automatically apply to it. If you have a question about electrical work we've done for you, please get in touch.
For heat pumps, we explain the product warranty terms and our workmanship guarantee before installation begins. This page is written for homeowners; commercial work is agreed separately for each job.
What the workmanship warranty covers
Under our solar, battery and home EV charge-point warranty, if a defect is caused by a failure to use reasonable care and skill in our installation work, we'll repair it or put it right; we decide which. Examples include:
- loose, poorly terminated or incorrectly installed cabling
- equipment that we didn't mount or fix correctly
- water getting in where that's directly caused by our installation work
- configuration or commissioning specific to your installation that we got wrong
- protection or settings specific to your installation that fail because of our workmanship
- faults in how your solar, battery and EV systems work together that are directly down to our work
The work it can cover runs from the mounting, fixings and weather sealing to the DC and AC cabling, isolators and protective devices. It also includes how we install and connect inverters, optimisers, gateways and monitoring hardware; battery cabling, protection, communications and set-up; and EV charge-point cabling, earthing, current-transformer clamps and load-management hardware. Commissioning, installation settings and the integration of solar, battery and EV systems are included too, as are approved export-limitation settings where they're part of our contract.
What it doesn't cover
The solar, battery and home EV charge-point warranty doesn't cover:
- Faults in the products themselves, which are a matter for the manufacturer, except where we remain responsible under consumer law.
- Normal wear and tear, routine maintenance and consumable items, unless our workmanship caused the failure.
- Damage caused by misuse, neglect, accident, or unauthorised alteration, repair or interference.
- Damage caused by fire, flood, storm, lightning, pests, vandalism or other external events.
- Grid outages, network voltage conditions and Distribution Network Operator restrictions outside our control.
- Software, apps, cloud services and communications platforms controlled by the manufacturer.
- Changes made after completion to the property, the electrical installation, the internet connection or third-party equipment.
- Losses that couldn't reasonably have been foreseen when the contract was made, subject always to rights that can't lawfully be excluded.
If we investigate a reported problem and find it isn't covered, we may charge a reasonable inspection or call-out fee. We'll explain any charge and how it's worked out before we do any chargeable work.
Manufacturer warranties are separate
Panels, inverters, batteries, charge points and other equipment carry their manufacturers' own guarantees, under the manufacturers' terms. We provide or point you to that information at handover. If a fault turns out to be with the equipment, we'll help you find the right manufacturer claim route where appropriate. That help doesn't reduce any responsibility we have to you under consumer law.
Financial protection
Eligible home installations receive the financial protection required by the scheme that applies to them. This is a policy from a separate provider, not part of our own warranty. The policy documents issued for your installation name the provider and set out how long the cover lasts, what it covers, the exclusions, any excess and how to claim, and the policy's own terms apply. Please keep those documents and check that your name, address, technology and contract details are correct.
Where we take a deposit or a further advance payment, it is protected where the applicable consumer code requires it. The amount, duration and remedy depend on the code and policy that apply to your contract.
If we use a subcontractor
Where a subcontractor carries out work under our contract with you, we remain responsible to you for that work. Your workmanship warranty is with us; the subcontractor doesn't give you a separate warranty unless that is expressly stated in writing.
If you sell your home
Our solar, battery and home EV charge-point workmanship warranty transfers to the new owner of the property for the time remaining. Either the seller or the buyer should let us know and give us reasonable evidence of the change of ownership. Any insurance or financial-protection policy has its own transfer terms and procedures.
Reporting a problem
If there's an immediate danger, stop using the affected equipment if it's safe to do so, and contact the appropriate emergency service or your network operator.
Otherwise, contact us as soon as you reasonably can:
- Phone:01786 357014
- Email:contact@jmegreenenergy.co.uk
It helps us to have:
- your name, the installation address and your contact details
- your installation or contract reference, if you have it
- what the problem is and when it started
- any photos, screenshots or error messages
- anything you've already tried
Please give us reasonable access to inspect the installation, and take reasonable steps to prevent further damage where it's safe to do so. We'll work out whether the problem is our workmanship, a product guarantee or something else, and explain the next step.
How quickly we'll acknowledge a claim
For solar, battery and home EV charge-point installations, we aim to acknowledge warranty claims within:
| Situation | Acknowledgement target |
|---|---|
| An immediate safety concern | One working day |
| Your installed system isn't working | Three working days |
| Anything else | Five working days |
These are targets for acknowledging your claim, not guaranteed repair times. When we can attend and finish the work depends on the risk, access, parts availability, manufacturer support and any third-party or network involvement.
If you're not happy with our response
Please use our complaints procedure first. We'll investigate and give you a written final response. Your contract or handover documents identify the consumer-protection scheme and the dispute-resolution route that apply to your installation. None of this affects your right to seek independent advice or use any other remedy available by law.
