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Your Installation Journey

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Step 1 – Heat Pump Learning Hub


We have put together this learning hub to help you understand more about heat pumps, the benefits, costs and grants available. We aim to answer our most frequently asked questions (FAQ’s) and bust some of the most common myths around heat pumps. ​


Step 2 – Book a 15 minute telephone conversation with an expert


What to expect - During this conversation, we will ask you some details about your property. We want to learn about you, and your home. This will enable us to check that a heat pump is right for you, provide an estimated installation price and check that you are eligible for the Boiler Upgrade Scheme (BUS) grant. 


We will answer all of your questions and clearly explain the process of installing a heat pump. If you are happy with the estimated cost, the next step is to book in a heat pump survey.

Step 3 – Survey

What to expect – We will send an engineer (not a salesperson) to visit your home and conduct a full heat loss calculation to MCS standards. It is quite in-depth and usually takes around 1-2 hours.


During the survey we will discuss where you would like the heat pump, make sure your electricity supply is suitable, check there is space for the cylinder and assess your existing heating system to make sure it is suitable for a heat pump. It is also a great opportunity to ask us any questions you have.


Once the survey is complete – sit back and relax. We will crunch the numbers and within 10 days will send over your detailed quotation. 


Step 4 – Quotation and 15 minute catch up call

What to expect – We will provide you with a detailed quote which will include product information sheets, estimated installation times, what dates are currently available for installation, run cost estimates and our calculations. 


The quotation and information is very detailed, so we will call you within 24 hours to run through the quotation with you, check you understand the quotation and answer any questions that you have. 

Step 5 – 25% Deposit, Voucher Application and Install Date Booked 

What to expect – If you are happy to proceed with the installation we will then take a deposit to secure your installation date. At the same time we will apply for the boiler upgrade scheme on your behalf. OFGEM will contact you to confirm that you are happy for us to apply for the voucher. Usually this takes a week or so to process.

Step 6 – Voucher issued and Equipment ordered

OFGEM will then send your voucher to us. We will contact you to confirm receipt of the voucher and order the equipment for you installation from our suppliers.


Step 7 – Installation

What to expect – The day before your installation is due to commence we will contact you to confirm the equipment delivery and let you know the engineers contact details. The installation will usually take around 5 days. We plan the installation to ensure you have hot water at the end of each day and can provide temporary heaters if you need them. 


Step 8 – Commissioning, Handover and Final Payment

Once the installation is complete, we will commission the system to ensure it is running as efficiently as possible. We also show you how the system works and answer any questions that you have. You will receive a handover pack with all the details.

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