Stage 1 is TrustMark who, if I understand correctly, have a new system to deal with complaints. 

Stage 2 seems to be the funding body. I contacted them months ago and their response was not encouraging, very abrupt, not at all helpful. 

Stage 3 Dispute Resolution Ombudsman.

The representative from TrustMark visited and is friendly and helpful while seemingly maintaining neutrality.

It has been a long and exhausting year surrounded by chaos. The house has remained in the same state it was when the contractors left. I wasn't sure about guarantees, whether tidying up would make a difference to outcome. Told house would be left decorator ready but how do you start to decorate, to restore order, when so much remedial work needed?

At long last moving to Stage 2 of dispute resolution. 

Cannot believe how many bureaucratic hoops there are to jump through for remedial work to very obvious defects. And that the you have to have the people who made the mess back time and time again. Contractors have now said I could choose my own tradespeople but they would specify materials and work schedule. Will wait for Stage 2 outcome.

What did you end up doing if I may ask? What is your current status? 

Thanks again to you and Mars.

All noted and accepted and as I say I am sorry that you have been put through this.

However, if you want to move forward, you will need to put the past behind you and deal with what you now have, not how you got there and what may have been different along the way.

The offer to attempt to help remains open, but the ball is now in your court to respond (or not as you choose) to the questions asked and suggestions made.

Thanks again to you and Mars.

The exposed pipe in the second picture is the one I would prioritize at this stage, reserving a fuller review for possible later action.  It looks like the insulation is there and just needs a cable tie or piece of string to wrap it round the pipe properly to seal it a bit better, and maybe some insulating tape over the joint to stop water getting in..  Is there someone (eg a neighbour/friend) who could do this for you?  Alternatively if you have a plumber round at any time for something else, they could tack it on (its not worth a special trip!). 

Legionnaires should be dealt with through a weekly cycle which the contractors should have set up for you. There should be a day of the week (the day when the legionella cycle is done) when the DHW is noticeably hotter than every other day (unless its always piping hot).  If there isn't then this should definitely be checked.  Its called 'Disinfection' in Samsung-speak and is installer setting 3041-3046.  If you know how to get into the installer menu then you can check yourself otherwise I am sure someone here can talk you through it.

You dont say whether the DHW heating is otherwise satisfactory or not and what temperature its now set for, and whether you are happy with the cost.  Perhaps you might comment.

Attending to both these will ensure DHW is set up properly.

Once those are done I think the key thing is to get the control of heating working and properly adjusted.  This takes time, but is worth the effort if you wish to do it.  However its difficult to do properly until it gets colder, so best 'parked' for now until DHW is definitely fixed.

If you do wish to improve things then happy to walk you through on this forum, but stress that there is no obligation.  Best take it a step at a time rather than getting overwhelmed with everything at once!

There are thermostats on every radiator, all set to different values, a couple are loose, just balanced.

It is set to only heat water, off and on.

No idea about 'water law'. However I have been slightly worried about Legionnaires after reading some posts as water untreated from well.

Settings have been changed. A plumber came to mend water leak, not contractors, and adjusted DHW temperature.

No smart meter, tariff set by Ovo claiming to be most economical.

It would have been so good to have trouble free heating but that enjoyment has been spoiled by noise and so much damage. I have said before that I am aware of global heating, wasted resources, have been boring people since early 1970s. Don't think poorly insulated external pipes help climate or my bank balance. Images below show unnecessary damage and sagging insulation, not all just examples.

@jamespa It makes sense to keep ASHP but no idea how it works, how to operate economically.

Not long ago I would have enjoyed learning all about it, making fine adjustments, but I am too tired, weary, old. All I wanted was a trouble free system and no need to carry solid fuel.

I understand. 

The great thing about ASHPs is that, once set up, you can pretty much forget about them completely.  If you can you tell me anything about how it is currently set up and how you have been operating it I may be able to suggest some easy tweaks

eg

• Do you have TRVs or a thermostat, if so how are they set (eg at least 2C above the target temperature, to maximum or at the target temperature?
• Is the system operating on 'water law' if so do you know the settings, have you adjusted them since the installer left?
• Do you have it set to operate 24x7 or is it set to come on and off?
• What electricity tariff do you have and do you have a smart meter?
• How is the DHW set to operate (target temperature and when is reheat scheduled).

Regarding the DHW tank if you wanted to post a picture I might be able to comment.  The price you have been quotes seems excessive (to say the least) but it does depend on the details.  Do you know where you would move it to.

For £50 per year Havenwise will remotely control your system and optimise many of the settings, so long as you already have the wifi interface.  I don't use it because Im happy to tweak myself, but those who do seem to be very pleased.  I think you get 6 months free trial, which is essentially a whole season.  It might be an excellent investment.  For the avoidance of doubt I have no connection at all with Havenwise.

Don't feel obliged to respond, but if you do we may yet be able to offer some suggestions.

Not long ago I would have enjoyed learning all about it, making fine adjustments, but I am too tired, weary, old. All I wanted was a trouble free system and no need to carry solid fuel.