Like any industry that touches so many lives, and is so critical to the wellbeing and comfort of the end consumer, heating inspires much passionate debate. We thank Mars for kicking off this debate and welcome the opportunity to talk through some of the issues highlighted in his original article. Mars’ platform is one of a few that brings installers and homeowners together to debate the issues that matter and we commend him for his efforts in building and growing the Renewable Heating Hub.
Mars’ article has highlighted a number of really important issues that, without further insight into what’s going on behind the scenes, can seem like we at Heat Geek have taken a retrograde step in moving the renewable heating industry forward. It’s great to be able to address these in turn.
How is this different from “throwing heat pumps in”?
Mars is absolutely right to raise the issue of incorrectly designed and installed systems resulting in cold homeowners, higher bills (or both!) These installs turn a potential advocate into the exact opposite and give heat pumps a terrible name.
Let’s take each factor that could result in this in turn:
Design: Our ZeroDisrupt algorithm is based on the very fundamentals that Heat Geek has taught since its launch. The training course, delivered to amazing engineers has resulted in some of the highest efficiency heating installations in the world, as evidenced by great platforms like Open Energy Monitor. We have taken the data from these installs as the basis for training the AI at the heart of ZeroDisrupt. So the designs of the systems are based on the exact same teachings and practical outcomes we’ve delivered for the last two years. Before we unleashed the algorithm, we tested on hundreds of homes with independent monitoring, homeowner engagement and tweaks where required. We’re confident that the systems will deliver on the efficiencies we are quoting because we have seen it working in real life.
Installation: Of course, the algorithm just puts out a system design. It cannot physically put that system in. This is where the amazing Heat Geek installers come in. We’ve taken huge steps to train, accredit and vet every single member of the network. These are the finest installers in the land, who know that an underperforming system is as much due to a bad power flush, poor lagging or bad soak-away design as it is the hydronic system specified by the algorithm. In their hands, the algorithm can be tweaked/tuned and modified – if a rad absolutely needs replacing because of condition, the installer can add this to the bill of materials for the job.
The algorithm also provides a homeowner multiple options of efficiency. If there is a business case for them to purchase a more disruptive system, that yields a higher SCOP, they can choose to select this, guided and supported by their installer. Many customers are already opting for this as it makes total sense in the context of their existing solar PV or battery setups – and seeing far less disruption with our updated maths to achieve even these higher SCOPs. And if the government actually do something about electricity prices, the algorithm will automatically recommend higher SCOPs because the business case will be clear.
So the exact same care and attention has been (and will continue to be) shown to ZeroDisrupt designs as “regular” designs, it’s just been designed by an AI in a way no human could possibly do (in the same time).
Shifting the burden of risk to the consumer
This is a very common tactic in our industry. Many unscrupulous installers will do exactly what Mars states and give a cheaper install up-front, without the homeowner realising that the end result is higher bills in the long run.
We hit this head on with the Heat Geek Guarantee. This provides a homeowner commercial protection, beyond the basic obligations under RECC/HIES and MCS. Not just a product warranty, but a total system performance guarantee. If the system does not achieve the efficiencies stated in our proposal, we will alter the system design to make it so – entirely at our cost.
To be absolutely clear, because we don’t control energy tariffs, this is not a guarantee of bills; but it’s the closest thing we can give to it. We have also been careful to provide ONLY designs that are cost-neutral to the running of a gas boiler on the energy price cap, available to all homeowners via regulation. Smart tariffs are then a bonus on top of these running costs.
To tackle a quote on the original article “ZeroDisrupt might/probably work on smaller homes” is not a sentence we recognise from the extensive materials online or provided in training for the installers. If the algorithm cannot safely design a system to spec, it will stop and inform the user that they need to divert to manual design. We will never give a “might” proposal to a customer – only a Heat Geek guaranteed install, or walk away if we really have to.
So, far from shifting the burden to the homeowner, we are providing a guarantee on that opex that surpasses anything else in the industry.
Higher scale, thinner margins
Our entire business model relies on the willing participation of our amazing network of independent installers. We have never sought to take over any independent installer’s business operations. As such, it has always been the case that installers on our network set their own prices. So the margins required/desired by the network are reflected in each of the jobs. Our goal with ZeroDisrupt is not to squeeze these margins, but rather to simplify the designs so installers can do less stuff – focussing on work they enjoy doing.
It’s also worth noting that the use of ZeroDisrupt is entirely optional for the installers in the network.
We concurrently launched Heat Geek Black Label, for more intricate, complex jobs that the algorithm can’t design. As you can see from the refreshed commercials on this, we are ensuring these jobs give the installers proper paid time to design these systems. We’ve had an overwhelming response from homeowners to this offering. Some installers may prefer to opt-in only to these jobs or do a mix of ZeroDisrupt and Black Label.
Since Adam Chapman and the original founding members of Heat Geek started the movement, we have been continually pushing the industry to think differently. Just a short time ago:
- Every install had a buffer
- Everything was zoned
- Extra valves and pumps were good
- High SCOPs were not possible in old homes
- Installers had to sit at the back of a classroom for three days to learn how to heat pump
- Hot water was impossible without a huge plant room (the Ministore)
ZeroDisrupt and our continued evolution joins a long heritage of pushing the industry toward a place where Heat Pumps are the norm and we leave homeowners warm and cosy whilst helping installers to grow their business by doing great work they are proud of.
Like anything new, it is right to be interrogated and challenged so again thanks to Mars for giving us this opportunity and we welcome any further debate in the comments and beyond.
