Earlier this year, we wanted to have some fun. We built a survey. We called it a persona exercise. We asked 80 heat pump owners to be really, really honest. And what came back confounds just about every assumption the industry likes to make about the people who've already taken the plunge.

This is not a portrait of the green zealot. It is not the tech bro with a spreadsheet obsession. It is not the retiree guilted into action by a David Attenborough documentary. The British heat pump owner, at least based on who reads and participates at Renewable Heating Hub, is considerably more interesting and considerably more complicated than any of those caricatures.

Here is what 80 respondents told us.

Older, Detached and Done With Gas

Let's start with the demographics because they tell an interesting story. Nearly six in ten respondents are aged 50 or over. A quarter are in their forties. Fewer than one in ten are under 40.

This technology is not being adopted by the young. It is being adopted by people who have owned homes long enough to have had a boiler fail on them at Christmas, watched their gas bills climb for a decade and concluded that enough is enough. They have the capital, the stability and the patience that heat pump ownership still demands.

Two thirds live in detached properties. This tracks practically, but it also points to a persistent equity gap that nobody in government or industry seems particularly bothered about. The technology is being normalised among the group of homeowners least representative of the overall housing stock.

The Money vs. Planet Debate? It's Complicated!

Ask anyone selling heat pumps what drives buyers and they will tell you it is saving the planet. The data has a different answer... or rather, several answers at once.

Carbon reduction was cited as a primary motivation by 49% of respondents. Amazing. But grant availability came in second at 41%, ahead of lower running costs (29%), early adopter curiosity (22%) and new build or renovation timing (19%). Nobody is being guilted into this. They are being incentivised.

When we pushed people to be even more honest (which mattered more at the start, really?) 32% said monthly bills. Twenty-eight per cent said environmental impact. Eighteen per cent said comfort and consistency.

That is a more complicated picture than the industry's marketing would have you believe, and it has real implications. If the Boiler Upgrade Scheme disappeared tomorrow, what happens to those 41% for whom the grant was decisive? The demand is partly policy-created. That is not a criticism... it is just true, and it should be considered for forecasting what happens next.

They Don't Talk About Saving the Planet. They Talk About Being Warm.

Here is the finding that should be pinned to the wall of every heat pump manufacturer's marketing department.

We asked respondents how they actually describe their heat pump to friends and family. The most common answer, at 39%, was: "the house is way more comfortable." Only 16% lead with cost savings. Twelve per cent go with long-term sense. Just 12% open with the environment.

The technology appears to have over-delivered on comfort and under-delivered (or at least failed to lead) on bills. And once someone has lived with a heat pump through a full winter, comfort becomes the most natural way in to the conversation. The consistent temperatures. The warmth that does not blast and then die. The end of that cold snap between the boiler firing and the radiators finally doing something useful.

Sixty-two per cent say they feel keen to explain their heat pump when asked. A further 25% are happy to recommend it. That is an enormous pool of unprompted advocacy sitting in the existing owner base, and most of it is going to waste because nobody in the industry has a systematic way of activating it. Word of mouth is the most powerful marketing channel available, and it is essentially being left to run on its own.

The Energy Nerd Factor

Yes, the survey is self-selecting. Our respondents found it through Renewable Heating Hub, which means we are sampling the engaged and the curious rather than the random homeowner who ended up with a heat pump because their installer sold it hard. We know that. But even accounting for it, the level of energy literacy here is quite something.

Ninety per cent know their electricity tariff type and have switched more than once. Fifty-six per cent think constantly (their word, not ours) about tariff timing and load shifting. Of those on time-of-use tariffs, 86% are actively moving heating, hot water and appliances around to chase off-peak rates.

Seventy-four per cent already have solar PV. Sixty-two per cent see home batteries as an essential piece of the puzzle rather than a nice-to-have. Half already own an EV. These people are not waiting for the smart energy future. They have largely self-assembled it on their driveways and rooftops already.

They Don't Quit When It Gets Hard

We asked what respondents would do if electricity prices doubled tomorrow. The single most common answer, at 39%, was "be annoyed, but ride it out." A further 30% said they would still back the decision because it is the future. Eighteen per cent said they would immediately look at more solar and battery. Just 12% said they would seriously question the switch.

One person said they would pretend not to look at the bills. Relatable.

When new technology does not perform as promised, 46% say they feel determined to optimise it. Forty-one per cent say they are annoyed but pragmatic. Only 6% get angry at the industry. These are not people who will be scared back to gas by a difficult first winter or a confusing controller.

And when a professional gives advice that does not quite make sense to them? Half research it independently. The other half challenge the professional directly and ask questions. Not one respondent said they just accept what they are told.

The age of the nodding homeowner who signs the contract and hopes for the best is over. If installers have not noticed that shift, they will keep generating the complaints we document in the Renewable Heating Hub Consumer Intelligence Index. The customer is better informed than the industry realises, and in many cases better informed than the installer standing in their hallway.

The Install Story Has Gaps in It

On the whole, install experiences were positive. Forty-four per cent rated theirs as excellent and 29% as good. But 12% called it mixed, 9% said poor, and one respondent, admirably to-the-point, said "disaster." Five per cent had something still unresolved at the time of completing the survey.

More telling: 68% say their understanding of heating has increased massively since installation. That is impressive on the surface, but look at it differently and it is an indictment of the commissioning process. The learning is happening through forums, YouTube and months of trial and error... not through the handover. People are educating themselves after the fact because the industry has not yet worked out how to educate them during it.

Installers were the biggest single influence on purchase decisions, at 25%. Online forums, including Renewable Heating Hub, came in at 22%, level with government grant information. YouTube influenced 15% of decisions. Manufacturer marketing influenced just 2%.

One Word: Sensible

We asked respondents to describe in a single word how their heat pump makes them feel. Fifty-five per cent chose "sensible." Twenty-one per cent said "proud." Nine per cent said (and we appreciate the honesty) "smug." Six per cent said "disappointed."

That 55% figure is the most important number in the entire survey. Not the EV ownership rate, not the tariff switching rate... this. Because "sensible" is not a word anyone in heat pump marketing uses. Sensible does not make it onto manufacturer landing pages. Nobody is running a campaign around "this was just the rational thing to do."

But it is exactly what most of these owners feel. They researched it. They weighed it up. They made a decision they consider sound. They are not evangelical about it. They are not smug about it... mostly. They just think they did the right thing and they would quite like the rest of the world to catch up.

The archetype that emerges from all of this is less a type and more a specific person: over 50, detached house, done the research, on a time-of-use tariff, solar on the roof, probably an EV in the drive, thinking constantly about energy use, perfectly willing to push back on a questionable installer recommendation, and living in the most comfortable home they have ever had.

The industry has not quite worked out how to talk to that person yet. Which is a shame, because there are a lot of them, and they are very happy to talk back.