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If a heat pump can only heat DHW to 50C then what? Issue with 18KW Heliotherm heat pump

 
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Domestic Hot Water & Cylinders
Last Post by Singlespeed 5 months ago
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 errmm
(@errmm)
Active Member Member
Joined: 7 months ago
Posts: 12
Topic starter 29/01/2026 10:38 pm  

Hi,

Yes it's a big new house 2022, grand design ish.  Probably almost passivhaus standard, EPC A 99.. So there's a circulation pump as well going on.

Mike

 



   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
29/01/2026 11:03 pm  

@errmm, I suspected as much. This is high-end, expensive kit, so an installer shrugging and saying ‘this is how it just is’ is frankly enormous BS. Systems at this level should not be running out of usable hot water after a couple of showers.

It would really help to see more photos of the plant room, as @jamespa suggested, because on the face of it something is seriously wrong here.


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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
30/01/2026 5:22 pm  

@errmm, I reached out to the distributors of Heliotherm in the UK to get more insights and they have informed me that they are now in touch with you and "on the case".  Please let us know what they say.


🔥 Britain’s Heat Pump Shitshow
How Installing a Heating System Became a National Nervous Breakdown
Free UK shipping.
Rewritten and updated for 2027
📘 From Zero to Heat Pump Hero
🛠️ Bodge Buster
New to heat pumps?
Take the Heat Pump Fundamentals course and use INTRO50 at checkout for 50% off.


   
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 errmm
(@errmm)
Active Member Member
Joined: 7 months ago
Posts: 12
Topic starter 30/01/2026 9:06 pm  

@jamespa

Attached are a few photos I took from today.  I also have a video if that might help.

Mike

PXL 20260130 145232975
PXL 20260130 145252537
PXL 20260130 145306089
PXL 20260130 150141174

This post was modified 7 months ago by Mars

   
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JamesPa
 JamesPa
(@jamespa)
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Posts: 5322
31/01/2026 2:29 pm  

Posted by: @errmm
↑

@jamespa

Attached are a few photos I took from today.  I also have a video if that might help.

As you now have a Heliotherm engineer on the case I wont comment further.  As @mars says this is high end stuff, the suppliers need to be made to work for their money!

 


4kW peak of solar PV since 2011; EV and a 1930s house which has been partially renovated to improve its efficiency. 7kW Vaillant heat pump.


   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
31/01/2026 5:02 pm  

@jamespa I'm still very curious why the installer said "this is how it just is"! Quite the statement that given the kit they've fitted. 

I'm not sure I'll get an update from the UK distributors of Heliotherm on this, so would appreciate an update from @errmm when changes and tweaks have been made.


This post was modified 7 months ago by Mars

🔥 Britain’s Heat Pump Shitshow
How Installing a Heating System Became a National Nervous Breakdown
Free UK shipping.
Rewritten and updated for 2027
📘 From Zero to Heat Pump Hero
🛠️ Bodge Buster
New to heat pumps?
Take the Heat Pump Fundamentals course and use INTRO50 at checkout for 50% off.


   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
06/02/2026 5:59 pm  

@errmm, curious to see if there have been any updates on this project. Please let us know.


🔥 Britain’s Heat Pump Shitshow
How Installing a Heating System Became a National Nervous Breakdown
Free UK shipping.
Rewritten and updated for 2027
📘 From Zero to Heat Pump Hero
🛠️ Bodge Buster
New to heat pumps?
Take the Heat Pump Fundamentals course and use INTRO50 at checkout for 50% off.


   
ReplyQuote
 errmm
(@errmm)
Active Member Member
Joined: 7 months ago
Posts: 12
Topic starter 07/02/2026 1:23 am  

Hi,

Nothing yet.  I've asked customer to measure flow and asked Heliotherm to explain exactly what that other cylinder does because it suggests instant hot water. Hopefully I'll have more information in a few days time.



   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
07/02/2026 9:30 am  

@errmm, have the original installers not come out to have a look and find the issue?


🔥 Britain’s Heat Pump Shitshow
How Installing a Heating System Became a National Nervous Breakdown
Free UK shipping.
Rewritten and updated for 2027
📘 From Zero to Heat Pump Hero
🛠️ Bodge Buster
New to heat pumps?
Take the Heat Pump Fundamentals course and use INTRO50 at checkout for 50% off.


   
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 errmm
(@errmm)
Active Member Member
Joined: 7 months ago
Posts: 12
Topic starter 09/02/2026 12:13 am  

Hi,

No, we're currently in a situation where there isn't a confirmation that there is actually a problem. 

I've asked the installer to explain exactly what that other cylinder does because from what I can see on the brochure it says instant hot water...  The problem is I'm not sure there are any sensors on it so can't really see it functioning.

The installer is 80+ miles away from the customer so it's not a quick pop over and take a look.  

 



   
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Mars
 Mars
(@editor)
Illustrious Member Admin
Joined: 6 years ago
Posts: 4837
09/02/2026 11:09 am  

Posted by: @errmm
↑

No, we're currently in a situation where there isn't a confirmation that there is actually a problem. 

I think we can safely assume that with what has been described there is an issue 🤔

Has the system been commissioned and handed over to the homeowner?


🔥 Britain’s Heat Pump Shitshow
How Installing a Heating System Became a National Nervous Breakdown
Free UK shipping.
Rewritten and updated for 2027
📘 From Zero to Heat Pump Hero
🛠️ Bodge Buster
New to heat pumps?
Take the Heat Pump Fundamentals course and use INTRO50 at checkout for 50% off.


   
ReplyQuote
 errmm
(@errmm)
Active Member Member
Joined: 7 months ago
Posts: 12
Topic starter 11/02/2026 2:46 am  

House was finished several years ago, complicated a bit because home build was impacted by covid.    Still waiting for reply from them on what the DHW cylinder does for the customer.



   
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