This may be a generous rating. Overall, installation took over 10 weeks from first contact until the unit was installed at home (from 21st Jan until 3rd Apr) - so we had a car manufactured in France, delivered to the dealer and driven here over 3 weeks before the installation of a charger. The emails received were of a standard template, asking for the same range of information each time, irrespective of whether it had already been sent or not. The Annex D document had to be completed twice since the first one expired before the installation took place. Little notice appeared to be taken of the emails I sent - e.g. I requested a tethered rather than socketed unit, by email and then by phone and was told that this would be changed on the instructions. On the day of the installation the instructions were still for the wrong unit and several phone calls were necessary before the installation could proceed. I did not get much confidence from those I spoke to at the Luton office. By contrast, the person who did the survey and a different person who did the installation were brilliant.