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MCS and NAPIT complaints process

Air Source Heat Pumps (ASHPs)

Last Post by Mars 10 months ago

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ChrisLay

(@chrislay)

Active Member Member

Joined: 3 years ago

Posts: 16

Topic starter 07/08/2023 11:23 pm [#1039]

Just wondering if any others have experience of the above. I've now got to the end of the road with our heat pump install after more than two years. It's complicated and involves Daikin and the original installer. The original system was replaced by Daikin - they paid, but I believe the problems stem from the original installer who is MCS accredited. It's now gone to a legal process for full refund but I've also raised a complaint with MCS. MCS have passed it on to NAPIT and despite original assurances everything would be handled to time scales no progress has been made. I've emailed (all ignored), phoned and spoken to the complaint handler who has made promises and again nothing. She said they were very busy.

So as well as wasting £15,000 on a system that won't heat my house I now have to figure out how to make a complaint against an inept regulation body.

With all of this no wonder heat pumps have such a bad press. However, I do now believe i know what we need to do to make ours work and fundamentally I think it's the right way forward. I just need to figure out how to pay for it!

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Derek M

(@derek-m)

Illustrious Member Member

Joined: 5 years ago

Posts: 4425

07/08/2023 11:44 pm

Posted by: @chrislay

↑

Just wondering if any others have experience of the above. I've now got to the end of the road with our heat pump install after more than two years. It's complicated and involves Daikin and the original installer. The original system was replaced by Daikin - they paid, but I believe the problems stem from the original installer who is MCS accredited. It's now gone to a legal process for full refund but I've also raised a complaint with MCS. MCS have passed it on to NAPIT and despite original assurances everything would be handled to time scales no progress has been made. I've emailed (all ignored), phoned and spoken to the complaint handler who has made promises and again nothing. She said they were very busy.

So as well as wasting £15,000 on a system that won't heat my house I now have to figure out how to make a complaint against an inept regulation body.

With all of this no wonder heat pumps have such a bad press. However, I do now believe i know what we need to do to make ours work and fundamentally I think it's the right way forward. I just need to figure out how to pay for it!

I would suggest that you write to your MP detailing all the problems and ask him or her to take this matter up with Grant Shapps.

Also you could try the energy ombudsman.

Failing that try contacting some members of the press who write articles about heat pumps and the like.

The more people that are made aware of the failure of the system to adequately protect consumers, then possibly something may be done to improve the system.

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Transparent

(@transparent)

Famed Member Moderator

Joined: 4 years ago

Posts: 3157

08/08/2023 8:47 am

I agree with @derek that this needs to go to your MP.

Your installation will probably also have been given approval by your Local Planning Authority (LPA) under Building Regulations Part-P (electrics) and Part-L (heat).

The electrical side is usually satisfactory because it will have been done by a qualified electrician who will also have submitted the test details to his/her professional trade body, such as NICEIC.

But I doubt there will have been any oversight on compliance with Part-L.
The installer usually just notifies the LPA, who issue you with a letter stating that the work satisfies Part-L.
I have never yet met a heat pump installation which does so!

Contact your local District/Borough Councillor, giving the date of any such letter of compliance which that Council has issued to you.
This should start a chain of investigation.

Councillors will want to ask their Senior Planning Officer why their Authority is issuing compliance documents, thereby implying to their ward members that work is satisfactory, when it clearly is not.
They too will be unhappy with a 'broken system' and may wish to add their weight to your argument.

Later, I will add details here to assist you in writing to your MP and LPA.

In the meanwhile could you please

tell us who your LPA Council is
take photos of the connections to the back of your heat pump, and where the pipes/wires enter the house
take a photo of the pipework around the internal unit/heat-tank
post those photos here so we can provide you with clear wording to support your claim

Thanks

Save energy... recycle electrons!

👍

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