Posted by: @editor

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Things have gone quiet with you @drei. Any updates?

Just a brief update to keep things transparent.

Section 75 (MBNA)

• My Section 75 claim is still ongoing.

• MBNA have all the evidence: independent expert assessment, multiple remedial quotes (including Heat Geek Elite installers), radiator sizing errors, buffer temperature losses, and energy-use data.

• I am awaiting their final decision so remedial works can proceed.

EPC Improvements

• Following my Subject Access Request in September, EPC briefly re-engaged in November.

• I shared clear data, calculations, and manufacturer-backed evidence and asked them to confirm whether they agreed or disagreed.

• Communication stopped the same day (10 November) and only resumed weeks later to say they would “review the data”.

• As of now, no technical response or remediation proposal has been provided.

System Performance (Actual Data)

• I now have over two years of logged data directly from the heat pump.

• Monthly SCOP has consistently sat between 1.9 and 2.5, averaging around 2.3.

• This is well below the 3.9 SCOP stated in EPC’s design documentation.

• Cold months continue to cost £400–£600 per month, with supplementary electric heaters still required.

Where Things Stand

• This is now the third winter with an underperforming system.

• The issues have been independently verified by multiple qualified engineers.

• I am simply waiting for MBNA to conclude the claim so I can proceed with proper remedial work and finally have a functional heating system.

One further point worth noting is that system performance has only improved after I increased the weather compensation curve and allowed the heat pump to run at much higher flow temperatures (up to 60 °C). While this has resulted in improved comfort and a modest increase in observed SCOP compared to the first winter, it effectively means the system is now operating closer to a high-temperature boiler regime rather than as a properly designed low-temperature heat-pump system. Even in this configuration, we still rely on a continuously running 2.8 kW oil-filled electric radiator in the living room to maintain comfort. This reinforces the conclusion that the original emitter sizing and hydraulic design are fundamentally inadequate, and that acceptable comfort is only being achieved by sacrificing efficiency and supplementing the system with direct electric heating.

I’ll update again once a final outcome is reached.

Posted by: @editor

↑

Things have gone quiet with you @drei. Any updates?

Just a brief update to keep things transparent.

Section 75 (MBNA)

• My Section 75 claim is still ongoing.
• MBNA have all the evidence: independent expert assessment, multiple remedial quotes (including Heat Geek Elite installers), radiator sizing errors, buffer temperature losses, and energy-use data.
• I am awaiting their final decision so remedial works can proceed.

EPC Improvements

• Following my Subject Access Request in September, EPC briefly re-engaged in November.
• I shared clear data, calculations, and manufacturer-backed evidence and asked them to confirm whether they agreed or disagreed.
• Communication stopped the same day (10 November) and only resumed weeks later to say they would “review the data”.
• As of now, no technical response or remediation proposal has been provided.

System Performance (Actual Data)

• I now have over two years of logged data directly from the heat pump.
• Monthly SCOP has consistently sat between 1.9 and 2.5, averaging around 2.3.
• This is well below the 3.9 SCOP stated in EPC’s design documentation.
• Cold months continue to cost £400–£600 per month, with supplementary electric heaters still required.

Where Things Stand

• This is now the third winter with an underperforming system.
• The issues have been independently verified by multiple qualified engineers.
• I am simply waiting for MBNA to conclude the claim so I can proceed with proper remedial work and finally have a functional heating system.

One further point worth noting is that system performance has only improved after I increased the weather compensation curve and allowed the heat pump to run at much higher flow temperatures (up to 60 °C). While this has resulted in improved comfort and a modest increase in observed SCOP compared to the first winter, it effectively means the system is now operating closer to a high-temperature boiler regime rather than as a properly designed low-temperature heat-pump system. Even in this configuration, we still rely on a continuously running 2.8 kW oil-filled electric radiator in the living room to maintain comfort. This reinforces the conclusion that the original emitter sizing and hydraulic design are fundamentally inadequate, and that acceptable comfort is only being achieved by sacrificing efficiency and supplementing the system with direct electric heating.

I’ll update again once a final outcome is reached.

I’ve had a bit of a reality check on my earlier comment about this winter performing better.

While the heat pump performed slightly better overall, this winter has also been significantly milder compared to winter 2023/24 and 2024/25. During the only two-week period of genuinely cold weather, the system COP dropped back down to 2.03, which is consistent with previous winters.

It’s also worth noting that we are still relying on a 2.8 kW oil-filled radiator downstairs, running 24/7, to maintain comfort. Based on a plug-in meter, it’s consuming around 11 kWh per day. On one occasion, my wife accidentally switched it off and the temperature drop downstairs was immediately noticeable.

@drei, where are you the complain's path? Has anything happened at all?

Posted by: @editor

↑

@drei, where are you the complain's path? Has anything happened at all?

@editor Hi Mars, still no formal resolution yet, although Lloyds/MBNA have confirmed the claim is now in its final stage.

One of the larger YouTube channels has reached out and will be visiting at the end of February to review the system and decide whether to cover the remedial works on their channel. They could have attended sooner, but unfortunately I couldn’t accommodate the earlier date. My wife works for the NHS and, like many at the moment, her department is being heavily affected by redundancy programmes, so by the end of February we’ll sadly have more availability than planned.

If this does go ahead, I’m hoping it may become a joint Heat Geek–style project as they’ve done in the past. Independent, filmed “before and after” remediation would provide irrefutable third-party validation of the issues and the fixes.

In parallel, both The Sun and The Times have now reached out and are preparing coverage around real-world heat pump failures and consumer protection gaps.

Latest timeline update

• September 2025 – Formal Subject Access Request (SAR) submitted to EPC Improvements, requesting all personal data including internal communications, technical notes, call recordings, and messaging logs relating to the design and installation.
• October–November 2025 – SAR response & brief engagement
  • EPC’s disclosure consisted largely of emails already in my possession. No internal communications, call recordings, WhatsApp or SMS logs were provided, despite being explicitly requested.
  • Following the SAR, EPC briefly opened dialogue in early November. I supplied:
    • Full SCOP and energy-use data
    • Independent Heat Geek Elite+ assessment
    • Manufacturer documentation
    • Radiator output calculations and buffer loss analysis
  • On 10 November 2025, I asked EPC to confirm whether they agreed or disagreed with the quantified findings.
• December 2025
  • After several weeks of silence, EPC resumed communication only to say they were “still reviewing the data”. No technical rebuttal, acceptance of findings, or remedial commitment was provided.
• January 2026
  • 26 January EPC outlined potential remedial options following the SAR. Given the prolonged history of non-engagement and deflection, I have not yet replied.
  • I do not have confidence in EPC carrying out remedial works, particularly as they still have not acknowledged or agreed to replace the radiators, despite clear, verifiable evidence that they are approximately 34% undersized by design, due to the brochure outputs used at specification stage.
• Current status (January 2026)
  • Awaiting final determination from Lloyds Bank / MBNA to enable independent remedial works to proceed and finally bring this matter to a close.

For completeness, below is EPC’s most recent response received, indicating they are still reviewing the same data already provided.

Hi drei,

Thank you for your patience while I’ve taken the time to review the points, and get over the standard winter rush.

By way of context, the system could originally have been installed as an open-loop configuration, with or without a
volumiser. However, given the uncertainty around the existing pipework layout and the potential costs and disruption
associated with replacing chipboard floors, the decision at the time was to install a buffer/header. I do acknowledge
your concern that the current buffer geometry may be contributing to heat distortion and a reduction in effective flow
temperature to the system.

With that in mind, I’d like to outline what I see as the most realistic and practical next steps for consideration.

1. Buffer configuration
A key option would be to replace the existing buffer/header with a vertical 50 L unit designed to promote improved
stratification and minimise thermal distortion. This would directly address the temperature drop being observed across
the buffer.

2. Pumping and hydraulic balance
At the same time, we would review the primary and secondary pumps and, if necessary, replace or resize them. Flow
setter valves could then be used to properly balance the primary and system circuits, ensuring heat energy is
transferred as efficiently as possible.

3. Localised pipework changes
This approach would require a partial reconfiguration of the pipework within the airing cupboard only, rather than a full
system repipe. While some modification would be unavoidable, this is intended to keep disruption proportionate while
addressing the root hydraulic issues.

4. Open-loop configuration
Converting the current header to act purely as a volumiser and running the system as a true open loop is technically
possible. However, this may result in increased water velocities (in excess of 1 m/s) and could introduce noise at the
radiators, which would need to be carefully evaluated.

I’d suggest the next step is to align on whether the buffer replacement and hydraulic rebalancing approach above is a
sensible basis to progress on.

Once we’re aligned in direction, we can then discuss scope and dates.

I’ll continue to keep the thread updated as things move forward.

Current status (April 2026)
Great news at last: my Section 75 claim has now been upheld, and the refund is now being processed by the claims department. After such a long and frustrating process, it’s a massive relief to have this part finally concluded. The focus is now on getting the remedial works booked in and ordering the new radiators directly, which should work out more cost-effective than going through the installer carrying out the work.

@drei well done, and good to see your perseverance paid off. 

Now your next battle with Givenergy begins! Yikes. Your journey has been full obstacles.