It is, perhaps, ironic that everything you did right has rather amplified the lapse, @leah-robson.

I will freely admit that the lack of response was intensely frustrating and all the more so because my wife and I felt we had found a company that was was walking the walk over and above the sales spiel we'd heard several times before. We had a couple of other companies we approached who didn't respond either but since they came across as "all mouth and trousers" we didn't really give them a second thought.

I stand by my decision to highlight what @editor called the "blip" since it is pertinent to @jelockwood's ability to make choices. However, I would also refer back to my previous post where I said

Nonetheless, I didn't then and still don't now have any concerns with their technical knowledge.

Businesses should be held accountable for what they do but that should also include anything positive they do otherwise there's no incentive to improve. If you've improved your admin and logistics I would be delighted.

@jelockwood, I know you're leaning towards a Samsung but I haven't seen any particular reason given for that choice. From my own experience and from all I've heard about others' experiences, my opinion is that the ASHP manufacturer is largely irrelevant compared with competent and intelligent specifying and designing of an installation to fit your home.

I am sure you right that on the basic aspects of a ASHP they will be much of a muchness.

• They do a 'quiet' model unlike some brands, Daikin is the only other one that springs to mind although I think/hope all newer models are getting quieter, I know my neighbours AC unit is noisy but it is more of a rattle than a whine, possibly it has a dodgy bearing on the fan
• Samsung do a HT model unlike some brands - supposedly helpful for older less well insulated properties and if using radiators
• I already have Samsung Smartthings which their ASHP will integrate with - as far as I can see no other brands at all have any 'smarts', if you know different let me know
• They do air conditioning units which also integrate with Smartthings and use the same style wired wall controller and same mobile app
• They have the ClimateHub most other brands do not have an equivalent of but some do, as mentioned I am hoping this will integrate the internal components like a pump etc. to save space which is going to be important

I am aware HT models are less efficient than LT models. A decent supplier/installer who can genuinely and accurately indicate how important this will be for my particular house will be important. As I intend to also fit solar panels and use that to help power the ASHP absolute energy saving is a bonus but keeping warm is vital. Just realised that realistically I expect to achieve about 5KW solar but the ASHP is likely to be at least 8KW, not helped with MCS fitters pushing too big an ASHP to apparently nearly everyone.

I had a look at the website for Doré Woodman and will contact them, however they only list Surrey, Kent and Sussex and not London. Finding someone who serves London has been the problem.