Email to Napit, RECC, MCS in July 2023 one of hundreds go around in circles, no one cares As is the norm, with ---------, what is going on, asked for dates gave dates, not suitable, every day this drags on ---- will soon be returning to work, they still don't answer questions, more stress from them, this has gone on for years, even when the inspector says do something they still don't, are they really fit to be approved by Napit, MCS or RECC?

This is a disgrace, can I ask, has all this communication been passed to MCS? This issue has gone on for years before we eventually passed it to RECC, then Napit has been trying for years, still we wait to have this job completed, when will this ever be finished? What is the point of using an "approved" installer soon be 10 years of waiting.

Some of many mails re MCS

Hi, Can I ask a few questions, I have appointed an approved installer to install GSHP

Communication is hard to say the least, often no reply to emails, or phone calls.

Works not completed eg a radiator was ordered in Sept 2020, various issues, wrong size, told me to measure, then they measured, they lost measurements, eventually delivered months ago, still awaiting to be fitted. GSHP was damaged on arrival a new panel was supplied by makers marked on package Oct 2020, arrived here a few months ago, still here in the package. Asked repeatedly for a statement of the account, showing payments, invoices and balance, can't get this, and also missing invoices.

At a total loss, endless issues and no idea who to turn to for advice, what do I do, If I complain I have no chance of getting this resolved.

MCS is committed to providing a fair, consistent and accessible service for all of our customers. However, MCS has to balance this by providing a safe working environment for our staff to operate within and to ensure that our work is undertaken in an efficient and effective manner. On occasions, customers may make unreasonable demands that could affect the service we provide to other customers, or communicate with us in a manner which causes offence to our staff.

MCS reserves the right to manage customer contact in an appropriate manner to protect our staff and to maintain the effectiveness of our service.

THANK YOU

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@toodles, nope, been through those 😀

@editor and  @west

I was warned , by a retired advocate at the Court of session, the highest court in Scotland, that I would probably win my  case against my , now former , "installer" but  "I would be bankrupted in the attempt."

My MSP has , until recently, provided excellent contacts with the Energy Savings Trust, EST Scotland  and  Home Energy Scotland, HES.

My MSP, EST and HES contacts are very much the exception, however, with my "installer" and the NIC being particularly annoying.

However, I am speechless having received an E-mail from a Scottish Government minister , saying that I should contact the MCS and the NIC for help!!

A further ministerial comment,  that I should examine the EST map of "Installers "  is incredible given  the "installers" absence of experience or competence.

After two years, hundreds of E-mails  I  have no confidence in mu "installer" , the NIC  or the MCS .

 

 

ian

 

 

 

 

 

 

@editor 

The MCS has been responsible for re-instating my "installer" on , at least two occasions following the NIC "STRIKING OFF "  my "installer".

The NIC says "that it was NOT the  NIC who has  re-instated my "installer" , implying that it was the MCS who was responsible for re-instating my "installer".

I asked the MCS "what kind of organisation is the MCS" , receiving the reply that the MCS is a charity!!

I further asked how can a private company be a "Charity" receiving the reply that ........................................

"The MCS is a Charity because of it educates the general public about "limiting Energy consumption and the effects of Global Warming!".

So , the MCS is a private company presumably financially benefiting from it's charitable "educational" status!

@iantelescope there’s so much about MCS and the secondary and tertiary organisations lurking behind the scenes that just doesn't add up, and it's genuinely giving me a headache.

On an installation note, something that doesn’t make much news is Octopus’ heat pump roll out, which I guess is a sign they’re doing a decent job. Is there anyone on the forums that has had a heat pump installed by Octopus?

@editor I din’t have an installation carried out by OE but… I did request a survey with a view to having them install an ASHP in the initial days of their entry into installations of same.

Two engineers spent 3 hours here doing a very exhaustive survey; one electrician and one plumber each carried out an inspection of every aspect relevant to their interests. They even checked the water pressure on the outside water supply (the furthest point in the pipework to the house), they also took numerous photos of the inside and outside of the house, including details of drains, downpipes and brickwork! We spoke at length about my wishes, the siting of components, space available for a DHW tank etc. Every room was measured, heat loss calculated; the need for replacement radiators and their siting in the various rooms. Scaffolding to H&S guidelines was another consideration due to an  acrylic patio roofing structure that would restrict access to brickwork for pipework to the airing cupboard wall.

Due to my specific needs regarding the siting of the monobloc and the difficulty of siting a DHW tank, there was some difficulties in stating that they could actually carry out an installation.

In the early days of OE carrying out HP installations, they were working on a fairly narrow range of installation situations at that time and they didn’t think that their ‘scope of work’ would quite cover my situation as yet.

Over some weeks, the possible installation was discussed by e-mail with the office-based planning people but, in the end, we agreed to call off the application for an installation.

I found the whole team very genuine and that they were bending over backwards to try and accommodate my specific requests. I will forever be grateful to OE for their assistance and the way in which they helped me to consolidate my plans for a working ASHP +DHW installation. I learnt a great deal from their team and would certainly have chosen to have them install had it been practical and possible at that time. Regards, Toodles.

@editor 

On this , and other forums I suspect that I have overdone my criticism of some of the Engineers who have appeared in my kitchen over the last two years.

All Heat Pump Engineers are not however uniformly incompetent , innumerate or illiterate. Many are trying to repair devices without experience , measuring equipment, circuit diagrams or spare parts.

Some Heat Pump engineers have said that "in their opinion , Heat Pumps are NOT THE SOLUTION to the energy crisis ................they are BUT ONE SOLUTION ."

The Next "Engineer" who appears in my kitchen , however, would be advised NOT to use You Tube as the SINGLE source for repairing my HEAT PUMP.

Warning, the next " Engineer" who, under the supervision of a You Tube video , who  installs pumps or flow sensors on the wrong pipe will be promptly ejected through my front door.

Questions about Octopus?

My Energy supplier, the woeful Shell Energy, has been taken over by Octopus.

Does anyone know if Octopus any good as HEAT PUMP repairers or Installers?

Apart from my Faulty Heat Pump , my Shell supplied Smart Energy Meter has not worked for the last two years!

Again, Do Octopus have a good record with Smart Meter installations or repair?

@west 

Hi,  

You seem to be in a similar frustrating situation to me.

I, like you, have been repeatedly let down by my , now former , installer , the MCS and the  NIC-EIC .

Unlike you, my "installer" has now been STRUCK OFF and subjected to multiple unspecified "sanctions" by the NIC on several occasions.

With my installer STUCK OFF, Home Energy Scotland refused to repay my initial down payment of £6k  covering the initial Heat Pump installation.

The HES ( rightly !!) refused repayment of the  Loan and Grant given the failure of my installer to test the system and provide the warranties for the Samsung Heat Pump and two Telford cylinders.

After many months my MSP obtained a direct contact with a manager within EST Scotland, with the EST agreeing to a " DRAW DOWN " payment  in late December 2023.

Draw Down payments provide the Heat Pump customer with the , otherwise substantial , upfront funds, required for  the installation.

If we can establish a system of direct communication I will safely give you the names of the managerial contacts within EST.

Please send me your Heat Pump story?

Posted by: @editor

↑

On an installation note, something that doesn’t make much news is Octopus’ heat pump roll out, which I guess is a sign they’re doing a decent job. Is there anyone on the forums that has had a heat pump installed by Octopus?

A year ago I had Octopus conduct a heat pump installation survey. The engineer was knowledgeable but, as the installation was not going to be exactly standard, Octopus declined to quote.  However, an installation survey by an engineer from EPC Improvements suggested a solution that neatly solved my problem.  The system was installed last year and has met all my expectations.

Having seen a photo of the new Octopus heat pump unit I'm glad the declined to quote.  A purple box is not going to blend into the background.

 

Posted by: @noburn

↑

Having seen a photo of the new Octopus heat pump unit I'm glad the declined to quote.  A purple box is not going to blend into the background.

😆 😆 😆 

Greg Jackson might like it, but not everyone wants a bright purple waste bin on their patio.

 

@noburn At the time of my survey, Octopus were installing Daikin heat pumps such as the one I had installed by Cinergi later. I suspect that some installation might get the Adam from Heat Geek treatment and have a tarpaulin thrown over them! (Adam was doing some silly things by restricting the air flow to a heat pump to sort of prove a point!) Regards, Toodles.