Excessive noise

Firstly, ensure that your pump has been serviced within the last 12 months.  If the service is due arrange it at the earliest opportunity.

A heat pump should not be any noisier than a traditional boiler so if you have concerns please refer to the manufacturer's user guide to identify any error codes and consult their troubleshooting tips. You may simply need to reset your pump; but if the issue persists then report the matter to us.

Please note subject to the nature of the problem, an engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.

Not working

If your Air Source Heat Pump has been serviced in the last 12 months, refer to the troubleshooting tips in the manufacturer's user guide or online. If the issue persists report the matter to us.

Please note subject to the nature of the problem, the engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.

Leak

If you have a fault with your boiler in the second year of your warranty, we will ask for the service report to provide to our subcontractors ahead of them visiting.

If you notice steam coming from the heat pump; don’t panic.  This is called de-icing following a build-up in the system and it can be common.  It should only last a few minutes and the frequency will depend on the humidity of the air, the amount of energy being taken out and the period of time the energy is being taken.  The de-icing cycle will happen more often when the outside air temperature is around 2.5°C but will happen less often when the air temperature is below 0°C, as there is less water in the air.

If the issue persists for over 10 minutes then report the matter to us.

Please note subject to the nature of the problem, an engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.