
Key Information & What to Expect
We believe in complete transparency. Here's everything you need to know about installation day, your warranties, and how we look after you long after the job is done.
What to Expect — Start to Finish
From your first call to your annual service reminder — here's exactly how we work.
Before Installation
Free Survey & System Design
We visit your home and carry out a full room-by-room heat loss calculation — the Heat Geek way. This ensures your system is correctly sized, not just guessed. We'll confirm the right unit, flow temperatures, and any radiator or pipework changes needed.
Quote & Grant Application
You'll receive a clear, itemised quote with no hidden costs. If you're eligible for the BUS grant, we submit the application to Ofgem before any work begins. Approval timescales vary — typically within a few working days, though it can take longer during busy periods.
Installation Date Confirmed
Once the grant is approved and you're happy to proceed, we book your installation date. We'll confirm exactly what will happen, how long it will take, and what (if anything) you need to prepare.
Installation Day
Arrival & Walkthrough
Our engineers arrive at the agreed time — typically 8–8:30am. We'll do a quick walkthrough with you to confirm the plan, point out where equipment will be positioned, and answer any last-minute questions.
Protection & Preparation
We lay dust sheets throughout the work areas and protect your flooring and furniture. We treat your home as if it were our own — no muddy boots, no mess left behind.
Installation Work
For a heat pump installation, expect 4–7 days of work depending on the complexity of your system and work programme. The outdoor unit is positioned and secured, pipework is run to the indoor unit, and the system is connected to your heating circuit. Boiler replacements are typically completed in a single day.
Commissioning & Testing
Once installed, we commission the system fully — checking pressures, flow rates, and temperatures. For heat pumps, we set the weather compensation curve and optimise the controls for your home's heat loss profile.
Handover & Walkthrough
Before we leave, we walk you through the controls, explain how to get the best from your system, and answer any questions. You'll receive all documentation including MCS certificate, warranty cards, and commissioning report.
After Installation
First Week Check-In
We'll follow up within the first week to make sure everything is running as expected and you're comfortable with the controls. Any teething issues are dealt with quickly — usually remotely.
Ongoing Support
You can call or message us any time with questions. We don't disappear after the job — we're a local team and your long-term heating partner.
Annual Servicing
We recommend annual servicing for both heat pumps and boilers to maintain efficiency, protect your warranty, and catch any issues early. We'll remind you when it's due.
Warranties & Guarantees
Every job comes with clear, written warranty coverage. Here's exactly what's covered and for how long.
Heat Pump — Equipment Warranty
Stiebel Eltron WPL-A
5 years manufacturer warranty (extendable to 7 years with annual servicing)
Panasonic Aquarea
5 years manufacturer warranty on parts and labour
Samsung EHS Mono
5 years manufacturer warranty, extendable with Samsung service plan
Manufacturer warranties require annual servicing by a qualified engineer to remain valid. We'll remind you when it's due.
Boiler — Equipment Warranty
Worcester Bosch
Up to 12 years on selected models with a Worcester Bosch service plan — standard warranty is typically 8 years with annual servicing
Vaillant
Standard 2-year warranty, extendable to 5 or 10 years with a Vaillant service plan and annual servicing
Ideal Boilers
Up to 10 years on selected models — warranty length varies by model and registration
All boiler warranties require annual Gas Safe servicing to remain valid. Exact warranty terms vary by model — we'll confirm the specific coverage for your boiler at the time of installation.
Workmanship Guarantee
All installations
2-year workmanship guarantee on all labour and installation work
Pipework & connections
All pipework, fittings, and connections covered for 2 years
Electrical work
All electrical connections and controls covered for 2 years
Our workmanship guarantee covers any defect arising from our installation work — completely separate from the manufacturer equipment warranty.
Bathroom Installations
Full bathroom fits
1-year workmanship guarantee on all bathroom installation work
Tiling & waterproofing
All tiling and wet room waterproofing covered for 1 year
Fixtures & fittings
Manufacturer warranties apply to all supplied fixtures and fittings
Manufacturer warranties on bathroom products (taps, showers, baths) vary by brand — we'll provide full documentation at handover.
MCS Certification
MCS certificate
Every heat pump installation receives an MCS certificate — required for the BUS grant and proof of quality installation
Ofgem registration
Your installation is registered with Ofgem — a permanent record of your grant and system details
EPC update
We recommend updating your EPC after installation to reflect the improved energy rating
Your MCS certificate is your proof of a properly designed and installed system. Keep it safe — you'll need it if you sell your home.
All warranties are provided in writing at handover
You'll receive a full documentation pack including your MCS certificate, manufacturer warranty cards, commissioning report, and our workmanship guarantee — all in one place.
Aftercare & Ongoing Support
The installation is just the beginning. Here's how we look after you for the long term.
Direct Access to Your Engineer
You'll have a direct line to the engineer who installed your system — not a call centre. If something doesn't feel right, call us and we'll talk you through it or arrange a visit.
Annual Service Reminders
We'll contact you when your annual service is due — you don't need to remember. Regular servicing keeps your warranty valid, your system efficient, and your energy bills low.
Remote Diagnostics
Most modern heat pumps (Stiebel Eltron ISG, Panasonic Smart Cloud, Samsung SmartThings) allow remote monitoring. We can often diagnose and resolve issues without needing to visit.
Performance Optimisation
Heat pumps perform best when the controls are tuned to your home. If your bills seem higher than expected, we'll review your weather compensation settings and flow temperatures — often a free fix.
Priority Callout
As an existing customer, you go to the front of the queue. We aim to respond to heating failures within 24 hours — faster in winter when it matters most.
Efficiency Reviews
As energy tariffs and technology evolve, we'll let you know if there are ways to improve your system's performance — whether that's a smart tariff, battery storage, or a controls upgrade.
Annual Servicing — What's Included
Regular servicing protects your warranty, maintains efficiency, and keeps your home warm when it matters.
Heat Pump Annual Service
Annually
- Full system inspection
- Refrigerant pressure check
- Controls & weather compensation review
- Filter clean
- Performance report
Boiler Annual Service
Annually
- Gas safety check
- Combustion analysis
- Flue inspection
- Controls test
- Gas Safe certificate
Landlord CP12 Gas Safety
Annually (legal requirement)
- Legally required annual check
- All gas appliances inspected
- CP12 certificate issued
- Sent directly to tenant if required
Frequently Asked Questions
Can't find what you're looking for? Call us on 07308 648496.
Still have questions? We're always happy to help.