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Frequently Asked Questions Hub

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Welcome to our FAQs hub—a dedicated space where your journey into domestic renewable energy takes a clear and confident step forward. Have questions about renewable installations or how to turn your home into an eco-friendly powerhouse? You’re in the right place.

Your curiosity is our priority! If the answers you seek aren’t nestled within our FAQs, don’t hesitate to reach out. Whether you prefer the charm of a form submission (above), the warmth of a call to 0131 574 7525, or the swiftness of an email to boxers@boxergy.co.uk, we’re here for you. Your questions are not just welcomed — they’re celebrated. We’ll do our utmost to respond promptly and your query might just find a cosy spot in our growing FAQs hub. Let’s keep the conversation alive and the information flowing. Looking forward to hearing from you!

Home Energy Scotland Grants FAQs

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Support of up to £28,500 is available for home renewables through Home Energy Scotland.  

  • Up to £9,000 grant and a £7,500 interest free loan for an Air Source Heat Pump. 
  • Up to £6,000 interest free loan for a Solar PV Array  
  • Up to £6,000 interest free loan for a battery  
  • An additional £2,500 grant is also available if you install a package of measures including all three technologies. We specialise in integrated package of measures.  

You can also borrow up to £500 per improvement (including up to £375 grant) for what are known as secondary improvements and up to £600 (including up to £450 grant) for heating controls. They’re not available on their own – you need to combine them with one of the energy efficient improvements or renewables systems listed above. Examples include smart heating thermostats. 

If you wish to have a chat with our experts, we’re here and more than happy to help. Feel free to reach out anytime and click here. We know how to prepare your application to maximise the financial support you could receive.

At Boxergy, we’re here to guide you through these grant opportunities, making the process straightforward and rewarding. We know how to prepare your application to maximise the financial support you could receive.

If you wish to have a chat with our experts, we’re here and more than happy to help. Feel free to reach out anytime and click here.

We offer the convenience of virtual consultations, allowing you to discuss your Home Energy Scotland goals from the comfort of your home. Our experts will address your questions, provide guidance, and ensure your application is complete and accurate. We know how to prepare your application to maximise the financial support you could receive.

Want to talk to our Experts? Click here to arrange a meeting.

Solar PV FAQs

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The installation process itself usually takes only one to three days and is completed by a highly skilled team of in-house installers.

The more solar panels you have installed, the more energy they’ll be able to generate for your home. The number of solar panels you’ll need will depend on your energy usage, the number of people in your home and the size of your property. Smaller homes might need a 1kW system, with roof space for 8+ square metres of solar panels, while higher demand can be met with a 4kW system, but that would need 25+ square metres of space on your roof. Questions? Talk to our Experts today.

For most homes, no. However, there are a few exceptions. If you live in a listed building, conservation area or national park, you may need to check with your local planning office. If you need to talk our Experts click here.

If you have an electric car, or are considering one, being able to charge it for free, reducing your fuel costs and impact on the planet, is possibly the biggest benefit on offer. Planning to power your home and electric car with solar energy will require a larger solar PV system, so it’s worth mentioning this to your installer. Question? Talk to our Experts today.

Periodic cleaning is crucial to remove dust, dirt, and debris that can accumulate on the panels and reduce their efficiency. Checking for any physical damage, such as cracks or scratches, is important to address issues before they escalate. Additionally, monitoring the system’s overall health, including connections and inverters, helps identify potential problems early on, ensuring a smooth and continuous solar energy production. We offer service plans for your peace of mind.

Time of use tariffs are electricity tariffs that vary depending on the hour of the day. The most famous one is the Economy7 tariff, which gives 7 hours of off-peak (low) electricity rate during the night, usually from 11pm to 6am or 00am to 7am.

A modern version of these kind of tariffs is the Octopus GO tariff which gives 4 hours of significantly lower rate of electricity in the early morning, usually from 1am to 5am.

Solar PV do not generate the same amount all year round. In winter, when the Solar PV generates less, a battery can be set to charge from the grid using off-peak (lower) rates during the night, complementing the Solar PV. This way the savings are further boosted as the battery works as a savings amplifier. It can work also for people that do not have the space for a Solar PV array. With just a battery they can still use TOU tariffs and lower their bills.

ASHP and PV are “energy savings materials” and therefore qualify for zero % VAT. Meaning VAT is not applicable to those systems. 

Ancillary products (e.g Batteries, Radiators, new consumer unit) qualify for zero % VAT too if installed at the same time as the ASHP or the PV. 

Example:  

  • If a customer purchases a PV + Battery at the same time: both qualify for zero % VAT. 
  • If a customer purchases a ASHP and Rads upgrade (and/or a battery) at the same time: both qualify for zero % VAT 
  • If a customer already has PV and wants just to add a battery: 20% VAT applies because the “ancillary battery” is not done at the same time as the energy saving material (solar PV). 
  • If customer has purchased a HP last year and now wants to upgrade the rads: 20% VAT applies on the rads for the same reason as above. 

 

The backup capability, also known as EPS (Emergency Power Supply), is NOT a default setup.

By default, batteries and Solar PV cannot work during grid failure. That is for safety reasons. In order to get the Solar PV and/or Battery to work during a power cut, it is necessary to re-configure the house circuits and install specific equipment to allow this. Only a few critical circuits can be put under the backup line, usually the fridge/freezer line, lights and some sockets (Heat Pumps cannot be backed up). This usually cost about £1000 extra.

This capability of what is called “island mode” will also require a full G99 connection application which requires about 2 months for the approval and additional fees to be paid to the DNO.

Yes! You can monitor your entire system and control your battery through a browser or a dedicated App from everywhere in the world. You can create your charger/discharge patterns to fit it to your own needs. You can for example set the system to give a boost to the battery overnight with very cheap rates when you feel that the Solar PV struggles to meet your daily consumption. 

KW (kilowatt) and kWh (kilowatt-hour) are both units of measure for electricity, but they measure different things. 

A kilowatt (kW) is a unit of power, which is the rate at which energy is generated or consumed. Power is the rate at which energy is used or produced, and it is measured in watts or kilowatts. For example, a 1 kW appliance uses 1 kilowatt of power, or 1,000 watts at any given time. 

A kilowatt-hour (kWh) is a unit of energy, which is the amount of work done or energy consumed over time. It is equal to the amount of energy used by a 1,000-watt appliance for one hour. For example, if you use a 1 kW appliance for one hour, you will have used 1 kWh of energy. 

To summarise, kW is a measure of power, while kWh is a measure of energy. kW tells you how much power is being used at any given moment, while kWh tells you how much energy has been used over a period of time. 

Yes, all solar PV installations on houses connected to the grid, can export their excess generation back to the grid and get paid for that if signed up to a Smart Export Guarantee (SEG) tariff. 

DNO is your Distribution Network Operator. We require a copy of your latest energy bill to extract your unique supply identifier (MPAN). We send the paperwork to them informing of the work we are about to undertake and get approval for the works. We can then commence the installation.

As part of our service we complete your DNO paperwork in full. We do not charge for this.

Once your system is fully commissioned, we inform your DNO the work has been completed. Export MPAN’s are then requested from your DNO and this will be sent to you automatically within 7-10 days after you have received your final paperwork which includes your MCS Certificate.

Optimisation works with the inverter’s maximum power point tracking (MPPT) to allow both strong and weak modules to perform at the levels dictated by site conditions (shading, clouds, etc.) The inverter chooses an operating point for the string and the optimisers adjust output for the individual modules. Optimisers get the maximum energy output from your array and minimise the losses from shading, module mismatch, degradation, and other issues.

The recommended place for an installation is in a garage or outside wall. All our batteries are IP65 rated, meaning they can be installed on an outside wall. GivEnergy batteries do require a canopy to be installed by yourselves to protect from direct rain. Do not install the product outdoors in salt areas because it will become corroded and may cause fire. A salt area refers to the region within 500 meters from the coast or prone to sea breezes.

It is Boxergy’s policy not to install inverters and batteries in lofts for safety reasons. These devices require air change in order to provide cooling as they heat up (sometimes quite a bit) during operations. In the summer, when they are very stressed because of high energy production, a loft cannot provide sufficiently cool air and there is the risk of such systems to overheat, which could lead to system fail or worse, fire.

The performance of solar PV system is impossible to predict with certainty due to the variability in the amount of solar radiation (sunlight) from location to location and from year to year. This estimate is based upon the standard MCS procedure is given as guidance only. It should not be considered as a guarantee of performance.

Absolutely, the battery won’t compromise your FiT payments at all. You’ll still keep receiving FiT for the kWh you generate. The battery will actually help you save even more money from your Solar PV system.

An Eddi is a solar diverter that diverts the excess energy. Bear in mind in the winter you have no energy to store. The lifespan of an Eddi is 10 years. Comparatively the lifetime of electric heating is 11 years, gas is 23 years, heat pump and PV is 27 years so by comparison the payback times may not cost effective for you.

You can cancel your Contract without penalty up to 14 days before the agreed installation date. Boxergy will charge the following minimum fees to cover our costs:

Site visit cost (if performed): £150+VAT

Admin costs (including MCS insurance): £150+VAT

If you cancel between 14 and 7 days before the scheduled installation, an additional £250+VAT will be retained to cover expenses already incurred by that time. If the Contract is cancelled within 7 days before the scheduled installation start, the whole deposit will be retained.

No, it may happen that the models indicated in the quote are temporary out of stock with the suppliers, and we agree with the customer to switch to an alternative model of PV panel or battery with similar performances. It’s a normal occurrence. As far as the systems are MCS compliant (all our systems are), Home Energy Scotland won’t have any issue with that.

Heat Pump FAQs

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An air source heat pump uses cutting-edge technology far more efficiently than a gas or oil boiler and other traditional heating systems. During operation, the unit takes ambient-temperature air from its surroundings, using a refrigerant to deliver heat throughout your home.

An air source heat pump uses electricity to compress refrigerant, thus increasing its temperature. Then, it condenses the refrigerant and slowly releases it as heat energy. The heat pump system sends the hot water through your underfloor heating system or radiators to keep your home nice and warm. Generally speaking, it’s the same technology as a refrigerator – just in reverse, so you get hot water and air instead of cold. It’s surprisingly efficient and makes an excellent long-term investment, especially for your heating bills.

Question? Find our more here or talk to our Experts today.

Heat Pumps extract heat energy from an external source (air, water, ground or bedrock) and convert this free, natural, renewable energy into heating for your home. The principles involved are the same as in a domestic fridge: fridges absorb heat from inside the fridge and expel it into your kitchen; Heat Pumps absorb heat from the source and bring it into your home. Find out more.

The Heat Pumps we install come with coastal protection from brine as standard however if Heat Pumps are installed so close to the sea that they receive direct spray, then a physical barrier is highly recommended.

Essentially, an air source and a ground source heat pump utilise the same technology. However, there’s one major difference. Ground source pumps take heat from the ground through an underground pipe system, whereas air source heat pumps extract it from the surrounding air.

Choosing between a ground source and an air source heat pump involves a few different factors, including what you want for your home, the size of your property, and the project scope.

Don’t worry; we’ll make the installation process fast, affordable, and hassle-free. As a rule, air source heat pumps usually cost less than ground source units.

Many customers ask us whether they’re better off with a traditional boiler or an air source heat pump installation.

While the ultimate decision is up to you, here are the advantages of having a heat pump installed over a conventional boiler:

  • Long life span and heating system warranty
  • Strong heat output
  • Lower heating bills
  • Higher energy efficiency
  • Fewer carbon emissions
  • Renewable heat incentive scheme available
  • Fast installation process

Another great benefit of choosing an air source heat pump is the minimal noise. Most are only about as loud as a large refrigerator. Ground source units are usually quieter than air source pumps, although they only make noise when they’re running. Furthermore, we can minimise any extra noise with our professional double glazing.

No, they hum like a large refrigerator. The units we supply have had many years of research and development to minimise any noise.

GSHPs are quieter than ASHPs. This is because they have no need for a fan and there is a reduced compressor power capacity requirement because heat extracted from the ground is generally warmer than that from the air.

ASHP noise is only generated when it is in operation and has been compared to anything from a modern washing machine on a spin cycle to a chest freezer. Any noise generated will largely be minimised by double glazing.

To provide cooling, Heat Pumps can be reversed, extracting heat from the home and releasing it outside. If you have an Air-to-Air Heat Pump installed, Heat Pump cooling systems work similarly to air conditioning units. In the UK the default setting on a reversible Heat Pump would be heating. Reversible heat pump systems are designed to work adequately in both modes, however the efficiency is typically slightly less than two separately optimised pumps. If you are looking for an Air-to-Water Heat Pump system it would be necessary to install a fan unit inside your home to circulate cold air within the building.

Only some models of heat pumps can act as both heating and cooling units, so if you have this requirement please do let us know in your enquiry so that the right solution can be designed and installed for you.

Yes, the heat pump will be alternative to your current boiler, and it is not possible to retain it together with a heat pump. We will disconnect and make the gas supply safe. You can then decide whether you want us to remove and dispose of the boiler in the proper way (chargeable) or do it by yourself.

Modern heat pump are tested to work with temperature well below the freezing point, down to -25°C and are widely used in colder climates such as Scandinavia.

That depends on your house insulation and current radiators. In general, if you feel that the current radiators deliver plenty of heat to any given room, then you’ll probably be fine without upgrading them. If instead you feel that some rooms are cooler than they should be, then you’ll most likely require radiator upgrade in that room. We’ll assess the house on a room-by-room basis and tell you which rooms will require radiators upgrade (if any).

Yes it will. Thousands of these systems have been installed for many years in some of the coldest parts of the world. Did you know that heat pumps still work even at -20 degrees Celsius?

Heat Pump technology was primarily developed in Sweden where the winters are long and harsh so heat pump systems can most definitely cope with British winters, which are relatively mild in comparison. The key to their success is the detailed design and specification process that ensures the system can produce enough energy for the application.

Both types of Heat Pump systems work in a similar method to refrigerators, except in reverse. Air Source Heat Pumps can extract heat from the air even when temperatures are as low at -20 degrees centigrade. The ground stays at a relatively constant temperature throughout the year so Ground Source Heat Pumps are capable of working all year round.

In principle YES, it can be done. However, it will only work with UFH. It is not possible to do cooling with radiators.

Yes, we can install a heating only Heat Pump which is still fully MCS compliant. Provided that the other heat source will only do hot water and not space heating.

ASHP and PV are “energy savings materials” and therefore qualify for zero % VAT. Meaning VAT is not applicable to those systems. 

Ancillary products (e.g Batteries, Radiators, new consumer unit) qualify for zero % VAT too if installed at the same time as the ASHP or the PV. 

Example:  

  • If a customer purchases a PV + Battery at the same time: both qualify for zero % VAT. 
  • If a customer purchases a ASHP and Rads upgrade (and/or a battery) at the same time: both qualify for zero % VAT 
  • If a customer already has PV and wants just to add a battery: 20% VAT applies because the “ancillary battery” is not done at the same time as the energy saving material (solar PV). 
  • If customer has purchased a HP last year and now wants to upgrade the rads: 20% VAT applies on the rads for the same reason as above. 

KW (kilowatt) and kWh (kilowatt-hour) are both units of measure for electricity, but they measure different things. 

A kilowatt (kW) is a unit of power, which is the rate at which energy is generated or consumed. Power is the rate at which energy is used or produced, and it is measured in watts or kilowatts. For example, a 1 kW appliance uses 1 kilowatt of power, or 1,000 watts at any given time. 

A kilowatt-hour (kWh) is a unit of energy, which is the amount of work done or energy consumed over time. It is equal to the amount of energy used by a 1,000-watt appliance for one hour. For example, if you use a 1 kW appliance for one hour, you will have used 1 kWh of energy. 

To summarize, kW is a measure of power, while kWh is a measure of energy. kW tells you how much power is being used at any given moment, while kWh tells you how much energy has been used over a period of time. 

We offer the convenience of virtual consultations, allowing you to discuss your DNO (Distribution Network Operator) from the comfort of your home. Our experts will address your questions, provide guidance, and ensure your application is complete and accurate. We complete your DNO (Distribution Network Operator) paperwork in full. We do not charge for this.

Once your system is fully commissioned, we inform your DNO the work has been completed and a few days after you will receive your final paperwork which includes your MCS Certificate.  

Want to talk to our Experts? We are happy to answer all your questions, simply click here.

The Heat Pumps we install come with coastal protection from brine as standard however if Heat Pumps are installed so close to the sea that they receive direct spray, then a physical barrier is highly recommended.

Yes, the heat pump will be alternative to your current boiler, and it is not possible to retain it together with a heat pump. We will disconnect and make the gas supply safe. You can then decide whether you want us to remove and dispose of the boiler in the proper way (chargeable) or do it by yourself.

Yes, we can install a heating only Heat Pump which is still fully MCS compliant. Provided that the other heat source will only do hot water and not space heating.

Yes, you can cancel your Contract without penalty up to 14 days before the agreed installation date. Boxergy will charge the following minimum fees to cover our costs:

Site visit cost (if performed): £150+VAT

Admin costs (including MCS insurance): £150+VAT

If you cancel between 14 and 7 days before the scheduled installation, an additional £250+VAT will be retained to cover expenses already incurred by that time. If the Contract is cancelled within 7 days before the scheduled installation start, the whole deposit will be retained.

SOLAR PANEL

Solar panels can help you save money on your electricity bills and reduce carbon footprint.

EV CHARGER

Knowing that you have a dedicated charging spot for your EV can give you peace of mind.

HEAT PUMP

Air source heat pumps can be a cost-effective way to heat and cool your home.