What should I do if my heating stops working or shows an error code? 

If your heating system stops working or shows an error code, please contact us and we’ll get you up and running again as soon as possible.  

You can get hold of us by emailing works@goodenergy.co.uk or by calling us on 0333 016 4500.  

We have access to remote monitoring and diagnostics of your heat pump. We will be able to see any live fault codes, and can also make some changes remotely, such as increasing or decreasing the flow temperature of your system.    

Please note that your manufacturer warranty and our workmanship guarantee require us to repair any faults. They do not provide any ‘emergency call out’ services, however, where we need to come and carry out a repair we will endeavour to do so as quickly as possible. 

What are the warranties on the system?   

There is a 10-year manufacturer’s warranty on the heat pump and a 2-year workmanship warranty as we are a member of the consumer protection scheme HIES. HIES offers customer advice and protection following the installation of renewable energy systems.   

More information on the warranty can be found in your handover pack after your install is completed.   

   What happens when the 10-year warranty ends?   

There is no scheme to elongate the life of a warranty, but your heat pump will require yearly servicing to ensure the warranty remains valid for those 10 years, just like a regular boiler. Once the warranty ends, it is recommended to continue good maintenance and regular servicing to prolong the life of your heat pump.   

What servicing does my heat pump need? 

To ensure your heat pump warranty remains valid we advise you have your heat pump serviced every year by one of our qualified technicians. We offer an annual maintenance package at Good Energy, and will contact you at least a month before your next service is due to book in with you. Give us a call to discuss setting up a maintenance package.   

There are also some things you can do yourself. We recommend you keep the outdoor unit clean, ensure the airways are kept clear of overgrown plants, leaves and other loose debris and keep the area around the unit free of other obstructions like garden furniture and bicycles etc. to ensure a free flow of air through the heat pump. 

Where is my master control unit? 

The master control unit for your new heat pump is usually located in your hot water cylinder cupboard. It should only be adjusted by a trained engineer (e.g. at an annual service), as accidental changes risk increasing your running costs. 

How long will my new air source heat pump last? 

As long as your air source heat pump receives its annual service, it should need very little additional maintenance and could last for over 20 years. 

How can I get in touch with the Good Energy works team? 

You can get hold of us by emailing works@goodenergy.co.uk or by calling us on 0333 016 4500.

For more help and advice, please refer to your handover pack.  

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