Can you please post some photos? What you've described doesn't sound great.

@el3b Hi, sorry to hear that, it is advisable to install the system level to allow it to function correctly and to prevent unwanted noise vibration or ware on the components.  

I have attached 2 types of plinth we usually ask for or provide to the external units, this allows minimal vibration, a level and sturdy hard standing and good soak-away for the condensate.

@ashp-bobba

 Hi, Sorry I don't know why these didn't show on my original post. Hopefully you can see these.

Many thanks,

El

I think @editor and @ashp-bobba are being very polite about this but their views are clear nonetheless. Without putting any words into their mouths, I'm going to be a little more blunt with my own take.

Posted by: @el3b

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I had this ASHP installed in April. It failed the Trust Mark inspection because it was installed on uneven ground/edging and was not level front to back.

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This ASHP was installed by an installer with - at least as far as this part of the job is concerned - a clean slate. They could have chosen to put a concrete slab down if they preferred or they could have chosen to wall mount the unit. All they needed to do was make sure the outdoor unit was sited in a safe, stable position that ensured the unit was level in accordance with the manufacturer's specifications. Let's forget that it's an ASHP; this bit is not plumbing. If they plumped for a wall bracket it's basically heavy duty shelf-hanging. If they plumped for a unit sitting on the ground the preparation is basically small-scale garden shed preparation. You wouldn't put up with a door frame that isn't truly vertical so why should you put up with a base that isn't level? It couldn't be more noddy and basic. The fact they haven't done it correctly is their fault and theirs alone, and sorting it out is their problem.

Posted by: @el3b

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A man from the company has been out since and I believe he put a bit of broken up breeze block under one of the feet to level it out and put more soil on top.

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When I was a youngster, disreputable car sales people would put sawdust in a noisy gearbox to quieten it down, and the problem would obviously surface later after the customer had parted with their money. This is the same kind of approach; it's not a fix; it's a cludge. The installer should be hauled back to correct the problem properly.

Posted by: @el3b

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Anyway, I'm worried they're going to get me to sign to say I'm happy with it...and I don't think I am. Should I be? Is this normal/acceptable?

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If you're not happy with the work then don't sign anything to say you are. What you've described is unacceptable and not signing off presumably stops the installer from being paid - and quite rightly in my opinion. No matter how much emotional blackmail the installer exerts on you, I would personally cast a similarly critical eye over the rest of the installation and only sign off when you are absolutely 100% sure you're happy with what's been delivered, including double checking the way the whole thing is configured to run. If they've proven themselves prepared to cut corners in one place, double check they haven't done so elsewhere. If it turns out this was the only problem I'll be very happy for you but a bit of investigation doesn't hurt at all.

Posted by: @el3b

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Anyway, I'm worried they're going to get me to sign to say I'm happy with it...and I don't think I am. Should I be? Is this normal/acceptable?

If you're not happy with it, do NOT sign it off and do NOT release any remaining payments. You're paying a lot of money for this, and you need to be satirised satisfied and happy!

Posted by: @editor

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and you need to be satirised

Not sure that's what you meant albeit that the industry could do with some comic treatment!

@jamespa it was the classic autocomplete with my iPad thinking it should be satirised not satisfied! 🤣

@majordennisbloodnok Thank you. I have sent a very stern email today. Since posting this I also discovered that they have also used no rawl plugs to hang up the radiators (?!?!) Luckily they never came back to get me to sign anything, but I've also heard nothing from them since. I assume they have to have failed the Trust Mark guarantee. Thankfully I have not paid for this (directly anyway) as it is a council grant, but it is still terrible that they are taking council money for shoddy work.

Posted by: @el3b

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. Thankfully I have not paid for this (directly anyway) as it is a council grant, but it is still terrible that they are taking council money for shoddy work.

You should contact the council and report the unsatisfactory work, requesting them to withold paynent.  Without rawlplugs (how do you know) your radiators risk falling off one day with obvious consequences.    

Can I suggest taking some more photos of the installation and posting them here for comment. 

Also I would question how has it been commissioned, possibly in a way that makes it expensive to run.  Fortunately you can almost certainly fix that with the help of those on here