Transparent Pricing

Pricing & How It Works

Clear, fair pricing with no surprises. We'll always explain what's involved before any chargeable work begins.

No Surprises Promise

We'll review every enquiry before charging for our time.
We'll explain any costs before work begins.
Diagnosis and technical reports are charged at a flat £40 on request — no hourly rate applied to small jobs.
If we manage your repair through our installer network, your remote diagnostic fee is absorbed into that project.
If we can't help, we'll tell you honestly and, where possible, point you towards the most appropriate solution.

Remote Technical Support

We provide independent technical support for homeowners, installers and renewable energy professionals across the UK.

£75 / hour

Standard remote support rate

£40 flat fee

Diagnosis & technical report — on request

Remote support includes:

Technical fault diagnosis
System troubleshooting
Configuration assistance
Remote diagnostics
Installer support
Independent technical advice
Warranty guidance
Upgrade recommendations
Before any chargeable work begins, we'll review your enquiry and let you know whether we're able to help and provide an estimate of the time likely to be required.

Diagnostic Fee

If we investigate your system and determine that the issue cannot be resolved remotely because it requires hardware repair or replacement, we'll explain the next steps clearly.

If you choose to allow The Energy Collective to manage the repair through one of our trusted installation partners, the cost of the remote diagnosis will be absorbed into the overall repair or replacement project.

If you decide to have the work carried out by another installer or company, a fixed fee of £40 will apply for the completed assessment.

This gives you a professional diagnosis without paying twice if we go on to manage the repair.

Technical Engineer Reports

We can produce detailed technical reports for installers or engineers attending site.

Reports can include:

Fault diagnosis
Root cause analysis
Recommended repair procedure
Components requiring inspection
Parts likely to require replacement
Worst-case repair scenarios
Recommended van stock
Electrical testing procedures
Verification checks after repair
Supporting photographs and evidence

These reports are designed to help engineers arrive on site fully prepared and maximise the chance of a first-time fix.

Account Transfer Service

Need to move your system account to a new owner or take over support for an existing installation? We offer a managed account transfer service that covers the GDPR checks required to reassign an account safely.

£50 per transfer

Includes full GDPR compliance checks

At present, we are the only support company that can provide this service — ensuring your account handover is handled securely, compliantly and without disruption to your ongoing support.

Initial Review

Every enquiry is reviewed before any chargeable work begins.

In some cases, the issue may only require a simple explanation or a quick piece of advice. Where appropriate, we're happy to provide straightforward guidance free of charge. If it's something that can be resolved in just a few minutes, we'll often point you in the right direction with no obligation.

If your issue requires a more detailed investigation, we'll explain the likely scope of work and any applicable charges before proceeding.

Our Approach

We believe in transparent pricing and practical advice.

Our aim is to resolve your issue as efficiently as possible. Where a simple answer is all that's needed, we'll tell you. Where specialist diagnostics or engineering support are required, we'll explain your options clearly so you can decide how you'd like to proceed.

Ready to get started, or have a question about our services?

Get in Touch