The details below provide important information to support the heat pump quote you receive, outlining what our service involves and key things to think about to make sure you’re ready to progress your installation to the next stage. 

Timetable for works and subcontracting 

If you accept our quotation, we will contact you to arrange a mutually agreeable date to begin the installation. We will confirm this with you in writing.  

It takes an average of 5 days to carry out an installation. If additional work is needed, then installation may take longer. Your installation will usually take place within 4-6 weeks of receiving your order, subject to workload and availability of materials. We will contact you at the earliest opportunity should there be any delay in obtaining the goods or services required. 

Planning permission 

If your property is a listed building or you are in a conservation area, you may need planning permission. By signing the contract, you are confirming that you have received Planning Permission or a building warrant, or confirmed with your local authority that these are not required.  

Air source heat pumps usually come under ‘permitted development’ in England. If the property is in Wales, you must have planning permission. 

We cannot be held responsible for installations carried out where planning permission was required but not obtained. No refunds will be given in such cases.  


Installing a heat pump may increase your insurance premium. It is recommended that you inform your property insurer about your installation. 

As signatories to the HIES Consumer Code, we must have appropriate insurance to cover possible third-party damage, which may be caused by any of our activities. We are insured by Aviva Insurance Limited and Zurich Insurance Plc. 

Commissioning the system 

The installation will be commissioned to MCS installation standards to ensure that the system is safe, has been installed in accordance with documented procedures and is operating correctly in accordance with the system design.  

Following the testing and commissioning of the system, we will give you a Commissioning Certificate. This certificate confirms that we have met MCS requirements and will detail key information about the installation. 

We will also provide a Handover Pack containing information about the heat pump sizing, evidence for the choice of the hot water cylinder, emitter design, and system performance.  

We will also explain the operation and maintenance requirements of the system.  

A detailed operating manual will be provided to you within 7 days of your installation being commissioned.  

We will register the installation on the MCS Installation Database (MID) and will provide to you, within 10 working days, the MCS Certificate. This certificate should be retained in your Handover Pack. 

It is a requirement of the MCS that you agree to supply feedback on the operation of the equipment if required to do so.  

After sales support and maintenance 

If your heat pump system does not appear to be working correctly, please first refer to the operating instructions. We will explain how to safely operate the system as part of our handover following your installation.  

If you have any further queries about how the system is working, please contact us.  

During the handover, we will also provide information about any maintenance requirements. 

Our safety at home during installation policy 

As a company we take responsibility and ensure best practices are put into place to safeguard children and any pets within a consumer’s home.  

We ensure our members of staff will not be alone with children within the home.  

During installations, we will ensure to protect the health, safety and wellbeing of any children and pets living at or visiting the premises, including taking action to secure items or equipment that may cause an accident or injury.  

We will take every precaution to prevent damage to the consumers’ home.  

We will use adequate sheeting, protective covering and barriers to prevent unnecessary damage to a consumers’ home. We will look to prevent, as far as is reasonably practicable, the spread of dust or rubble.  

We will request householders remove any precious or valuable items from work areas and will try to plan our work so as to minimise disruption. 

As a company we will ensure that staff maintain cleanliness and leave the property clean and tidy at the conclusion of any works completed.  

Restricting access to work areas for the safety of customers and their families 

If work is being done in occupied premises, clear responsibilities for maintaining any applicable scaffolding or fencing and keeping children, pets and those not involved in the work away from the area will be agreed with the building occupier.  

Construction work should be suitably signed and fenced off if applicable. This will protect people from site dangers and the site from vandalism and theft. 

We will also take steps to reduce the risk of children or other members of the household injuring themselves if they gain access to our working site when we are not there. At the end of the working day, we:  

 Barrier off or cover over excavations, pits etc;  

 Isolate and immobilise vehicles and plant; if possible, lock them in a compound;  

 Store building materials (such as pipes, manhole rings, cement bags etc) so that they cannot topple or roll over;  

 Remove access ladders from excavations and scaffolds; and  

 Lock away hazardous substances.  

Data protection 

Our privacy policy sets out how we collect and use personal information about you, it can be found on our website at 

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