Installation of Air Source Heat Pump under EC04 scheme: November 2023

I have discovered the following problem with the work and raised this with the subcontractors, installers and MCS.

1. Air Source Heating Not Working Properly: The air source heating system has not been functioning properly from the start and was, in fact, not working at all initially. The system has also remained unbalanced throughout its use, causing further disruption and inefficiency. Despite several attempts to resolve this, the issue remains unresolved, leading to ongoing inconvenience. I have had no other avenue but to use You Tube and a local plumber to help me balance the system. Our bill for January and February 2024 was £1350 and at no time was a radiator slightly warm and the house did not rise above 13 degrees.
2. No Handover Pack Provided: At the time of installation, I did not receive a proper handover pack, which left me without essential documentation on how to operate and maintain the system. This lack of information has made it difficult to manage the system effectively and has resulted in further frustration.
3. Leaks in the System: I have noticed four leaks in the system, which were not identified during the installation process. This is causing damage and may result in higher energy costs and potential long-term issues.
4. Incorrect Radiators Installed & Radiators Falling Off the Wall: The radiators that were installed as part of the system are not the correct size or specification for my home, which has impacted the overall efficiency and functionality of the heating. In addi-tion, one of the radiators actually fell off the wall shortly after installation, which could have caused serious damage or injury. This has raised serious concerns about the quality of the installation. The radiators are fitted vertically but are deigned for horizonal use in both the bedroom and kitchen. Furthermore, the new radiators are now rusty due to lack of heat, which further demonstrates the system’s inability to function correctly.
5. Dampness in the House: As a direct result of the ongoing issues with the heating system and potential leaks, I have noticed a significant increase in dampness within my home. This has severely impacted our living conditions. Due to the dampness, my son and daughter have had to move out temporarily, and we have incurred additional costs for plastering and damp treatments to try to remedy the situation. The damp has also worsened my son’s skin condition and is negatively affecting my husband’s health, as he has Parkinson’s disease, which is exacerbated by cold and damp environments. Your remedial team took photographic evidence of this when they visited to resolve one of the error and leaks within the system and phoned your team infront of me agreeing this was unacceptable.
6. Mice and Rats Entering the House: Another alarming issue I have encountered since the installation is an increase in mice and rats entering my home. It is possible that this is related to the installation work, as I have noticed gaps and poorly sealed ar-eas in the system, which may be allowing rodents access to my property. This situation is unacceptable and further adds to the distress caused by the ongoing issues with the system.
7. Pressure During Survey and Installation: We felt significant pressure from the salesman to proceed with the installation, and after-hours, we were rushed into signing contracts without sufficient time to review or fully understand the implications. This made the entire process feel hasty and forced, contributing to the poor decision-making during the entire process.
8. Failure of Fitters to Follow Instructions: The fitters did not show up when re-quested, causing further delays and frustration. They also ignored specific instructions not to drill into solid stone walls, which resulted in unnecessary damage to the property. These actions reflect a lack of professionalism and attention to detail.
9. Initial Issues with Hot Water Supply: In the early stages following installation, we were only provided with three minutes of hot water per day, which cost us thousands of pounds. This was a significant inconvenience and a major failure in terms of the sys-tem’s functionality.
10. Unprofessional Conduct by Matchless Manager: To make matters worse, when we sought help to resolve these issues, the manager from Matchless behaved in a highly unprofessional manner. He shouted and threatened the electrician, who eventu-ally left the company as a result. This kind of treatment is unacceptable and has only added to our frustration and disappointment.
11. Extortionate Costs: I am also deeply concerned by the extortionate costs associ-ated with the installation and ongoing servicing of the system, especially given the on-going issues with the system's performance. The costs do not seem to reflect the qual-ity of service or the reliability of the equipment provided.
12. Router Details Change Request: After changing our router, we were informed by Green Home Systems (the company we contracted with) that there would be a £150 charge to change the router details. This is an unreasonable charge, especially consid-ering the circumstances. Additionally, we have been unable to locate any receiver for the system, further complicating our ability to make adjustments or troubleshoot the system.
13. Contract with Green Home Systems, who then (I believe) Subcontracted to Matchless Energy: It is important to note that the contract for the installation and ser-vice of the system was with Green Home Systems, who then subcontracted the work to Matchless Energy. This has led to confusion and a lack of clear accountability, as it is not always clear which company is responsible for specific issues or repairs.
14. Unbalanced System and Low Temperature: The system remained unbalanced for 18 months, and despite costing us a significant amount of money, our house never went above 15 degrees. The heating system failed to provide adequate warmth for such a long period. After struggling with this issue, I was forced to balance the system myself with the help of YouTube videos and advice from a local plumber. This should not have been necessary, and it reflects poor workmanship and support from the installation company.
15. Ongoing Attempts to Resolve the Issue: I have contacted Green Home Systems over 100 times in an attempt to resolve these issues, but I have had no success in achieving any meaningful resolution. After months of frustration, I now feel that I have no other avenue but to escalate this situation and highlight the numerous challenges and issues we have faced. I hope by sharing our experience, we can prevent others from going through the same ordeal.
16. Impact on Health and Well-being: The ongoing issues with the heating system have had a severe impact on my family’s health. My husband, who suffers from Par-kinson’s disease, has experienced a worsening of his condition due to the cold envi-ronment. Additionally, I have been placed on high blood pressure medication and anti-depressants due to the constant stress and anxiety caused by this ongoing situation.
17. Lack of Awareness of Governing Body: Had I known about the existence of your governing body sooner, I would have reported these issues much earlier in the process. This has been a prolonged and stressful situation, and it is only now that I have found a formal avenue to address the matter.