Customers consistently praised the survey and design stage, highlighting thorough heat-loss assessments, clear explanations of options, and the reassurance of the efficiency guarantee. Communication through the Heat Geek portal and email was generally described as smooth and well-organised, with grant and DNO paperwork handled on the customer's behalf, though a few reviewers wanted more detailed design breakdowns or a phone contact. Installations were widely described as neat, professional and completed on schedule, with installers arriving punctually, tidying up daily and taking time to explain controls at commissioning. A small number reported snagging delays or post-install communication issues.