Most solar research focuses on the sale: system size, price, battery, savings and installation date. But solar is a long-lived purchase. The question that often matters later is simpler: who helps when something does not work?
Aftercare is not a nice extra. It is part of the value of the quote.
The aftercare test
Ask the installer to describe the first month after installation and the first fault after installation. The answer should be practical, not just reassuring.
| Aftercare area | What good looks like | Question to ask |
|---|---|---|
| Handover pack | Documents provided promptly after completion | What exactly will I receive? |
| Monitoring | App or portal explained clearly | How do I know the system is working? |
| MCS/DNO | Paperwork route confirmed | When do I receive certificate and DNO evidence? |
| Fault process | Named support route and diagnosis process | Who do I contact if output drops? |
| Warranty claims | Responsibilities separated by product and workmanship | Who pays labour and access? |
| Company continuity | Insurance-backed cover where relevant | What happens if you stop trading? |
Handover documents to ask for
Energy Saving Trust says the installer should test the system and talk you through how it works. It also says written maintenance details should be left with you, including inverter fault signals and troubleshooting guidance.
Your handover list should include:
- MCS certificate or clear route to receiving it;
- DNO confirmation or acceptance evidence where applicable;
- system specification and equipment list;
- inverter and monitoring instructions;
- panel, inverter and battery warranty documents;
- workmanship guarantee and insurance-backed guarantee evidence where relevant;
- maintenance guidance and fault contact details.
Monitoring is not the same as aftercare
An app is useful, but it does not replace support. If the monitoring app shows no generation, unusual export or a battery problem, what happens next? Does the installer diagnose remotely? Is there a callout charge? Are you expected to contact the manufacturer yourself?
Ask this before you sign. It is much easier to get a clear answer while the installer is still trying to win the job.
Fault scenario example
Imagine your system is installed in October. In March, you notice the app shows almost no generation on sunny days. A useful aftercare process would explain:
- how to report the issue;
- what screenshots or fault codes to provide;
- who checks the inverter data;
- when a site visit is arranged;
- whether the visit is chargeable;
- how warranty claims are handled if a component has failed.
If the quote does not explain this, ask for the process in writing.
Consumer-code angle
RECC says its code covers consumer service before, during and after a contract, including guarantees, maintenance, after-sales service and action to deal with problems. Its feedback questionnaire also asks whether consumers received clear information on product guarantees, workmanship warranty, deposit protection and what to do in case of problems.
That is useful because it shows aftercare is not a soft issue. It is a core part of a protected installation journey.
Sources
- Energy Saving Trust: Solar panel installation
- Energy Saving Trust: Solar panels
- RECC: About the scheme
- RECC: Consumer feedback questionnaire
Disclaimer
This article is general buyer research only. Aftercare, warranty and complaint routes vary by installer, scheme membership, product and contract. Always read your own documents before relying on any support claim.