Frequently Asked Questions

What is the purpose of the Thermostats for Low Income Homes Programme?

Google Nest and AgilityEco have partnered to make Nest thermostats available to programmes that support low income homes in the UK. This portal is set up to enable energy efficiency contractors, utilities, affordable housing providers, local government authorities, organisations and local governments (including their participating contractors) an easy way to order Nest Thermostats at an affordable price point for their programmes.

Who typically can be approved for this programme?

Programmes aiming at fuel poverty eradication and those providing energy efficiency measures to low income households in the UK qualify. These include installations under the Energy Company Obligation (ECO), Green Homes Grant (GHG), programmes run by Local Authorities, utilities and social housing associations. Other programmes can be approved at Google and AgilityEco’s discretion.

How do I install Nest Thermostats?

Nest Thermostats are easy to install. For low income programmes, we recommend that a trained adviser or heating contractor installs Nest Thermostats.

Do Nest Thermostats operate without Wifi?

Nest Thermostats work even if there is no WiFi in the house. However, you will need WiFi to install the device. If there is no WiFi in the home where you plan to install the device, you can pair it using a temporary account and mobile hotspot. Nest Thermostats will retain all of its energy saving functionality without WiFi. Features not available without WiFi include remote control, weather information, geo-fencing and monthly Home Reports.

Troubleshooting Wi-Fi and Connecting issues.

Is your home compatible?

Nest Thermostats is compatible with almost all central heating systems. Check compatibility at nest.com/works.

What size packs will the Nest Thermostats be shipped in?

5 per pack.

What are the product order limits?

You can order maximum 100 units in a single order.

What does the shipping cost?

£9.95 + VAT per order for shipping within UK Mainland. Shipping costs are non refundable, even where products are returned for a valid reason, including the return or damaged or faulty items. Collection for any non faulty items (to include any goods which are found not to be faulty after testing by Exertis (UK) Limited will be charged at the same rate of £9.95 + VAT per attempt.

How long will it take for goods to be delivered?

Exertis (UK) limited will dispatch any items in stock within 5 working days. All items will be shipped through a tracked next business day delivery service.

What if I need to return the product?

Products sold via this portal are fulfilled by Exertis (UK) Limited pursuant to the Terms and Conditions.

Returns will be only accepted for damaged, missing or Dead on Arrival (DOA) products, subject to the conditions below:

Damaged or Missing Items
Any damaged or missing items must be reported to AgilityEco within 24 hours of delivery to returns@lowincomeprogramme.co.uk. Photographs and images will be required.
Damaged or missing items reported incorrectly or outside of these timeframes will be rejected.

Dead on Arrival
Any perceived faults need to be notified to returns@lowincomeprogramme.co.uk within 14 days of delivery. Such notification should detail any issues identified and evidence where available.Exertis (UK) Limited will then arrange collection and AgilityEco will arrange a credit once the items have been inspected and signed off as faulty. Where Exertis (UK) Limited finds any items not to be faulty, the items will be returned and return shipping charges will apply. A collection charge will also apply for each attempt where products are found not to be faulty by Exertis (UK) Limited.

Any items found to be Dead on Arrival or faulty outside of the above timeframes should be reported to the product manufacturer, who will deal with the enquiry in line with it’s warranty requirements.

What if I need product support?

There is plenty of support available online. If the users need more support with the product, they can contact Nest Support (contact details and opening hours here).