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The good, the bad and the not that great – my heat pump installation

Burtis · 2024-09-25T09:51:41Z

Hi semi new to the group and been on my Heat Pump journey since mid/end of 2023. Whilst my system works and heats our property and provides hot water it's not exactly a neat install or very well executed installation in places. That being said I am no professional but have done a serious amount of read up. Sadly I wasn't available on the week/days of the instal so it got put in without me being there. Below are a list of the issues I am having to deal with now the installers have left and they are unwilling to do anything about without me paying to sort it and after paying the best part of £4000 (plus the £7500 grant) I'm not that keen on doing this as I don't believe it's for me to pay to sort their work out but I'm just a humble home owner 😅. Buffer tank in loft mounted to a ply board is loud as it rests on joists and uprights reverberates through the ceilings. The circulation pump is floating next to it which also generates some noise. (Picture attached) Outside pipework is a bit scrappy looking and could be a lot better orientated. The pipe work from the outside unit to indoors through the wall was only partly insulated, then concrete/mortar used to fill the hole left and not sleeved to protect it, I did see them do this and questioned it but they said it's fine... Also after install I see a fair few runs of old copper and plastic left still on the system which was meant to the changed as per the quote but they also are unwilling to do this. Even had a MCS audit which was very basic and I don't think fit for purpose. I am now probably going to have to go through various avenues to try and get these issues sorted before I have to think about getting another company in to solve the problems. Funny thing is I was going to go with Octopus but thought I'd try and use a local company as it seemed like the right thing to do 😅

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Mars

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14/11/2024 3:03 pm

@burtis any updates?

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Burtis

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Topic starter 14/11/2024 3:35 pm

@editor

Nothing beyond the last email saying installers have until Monday (just gone) to get back to them with supporting evidence. Which then they will review.

No idea on time scales or out comes yet I'm afraid buddy

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Burtis

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Topic starter 14/11/2024 5:11 pm

I will email them again soon to see what's happening

This post was modified 1 year ago by Burtis

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Burtis

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Topic starter 25/11/2024 3:09 pm

@editor

Sooooo NAPIT have basically said they don't want anything to do with it as I had a MCS audit done and they approved it.......

So back to square one basically after near 2 months of emails and phone calls 😕

This post was modified 1 year ago by Burtis

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Transparent

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25/11/2024 5:26 pm

I think you've now assembled the level of evidence which warrants a chat with the Citizens' Advice Bureau.

It is they who operate the Consumer Rights Act and can advise your next step.

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Burtis

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Topic starter 25/11/2024 6:13 pm

@transparent

If it comes to it yes I now need proof from MCS that it does not actually follow their standards though I think otherwise I'm sorting of stuck.

Again thanks for your help

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Transparent

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25/11/2024 6:29 pm

The level of evidence required for Arbitration or Mediation under the Consumer Rights Act is lower than that needed to win a case through the Small Claims Division of the High Court.

The comments you've received here from Forum Members may be sufficient to inform a professional Arbitration Tribunal that the standards haven't been met.
I think you need to discuss what's required with a Citizens' Advice office.

@editor haven't NAPIT just made themselves redundant by saying that they can't take this further because an MCS Audit has been done?

Why would there need to be two layers of oversight into HP installations when they simply defer to the other one?

It seems to me that the number of organisations required to set the criteria for satisfactory installations is "the current number minus one".

Should we be suggesting to consumers that they can ignore any Installer who refers to NAPIT Accreditation on his quote because it's worthless?

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Mars

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25/11/2024 10:19 pm

@transparent To be honest, I don’t understand why any certification body gets involved in the complaints process. They’re utterly ineffective and create an illusion of accountability that ultimately leads nowhere for homeowners. It’s frustrating to see heat pump owners caught up in these elaborate administrative and bureaucratic procedures that rarely, if ever, deliver results.

The system is fundamentally broken. Organisations like HIES claim to resolve and arbitrate issues, but the reality is that meaningful resolution often requires legal action. I’ve noticed a recent growing trend of legal firms advertising services to take installers to court for mis-selling, which says a lot about the state of the industry. Sadly, it seems the courts are the only reliable route for homeowners seeking justice and effective resolution.

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cathodeRay

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26/11/2024 8:23 am

Posted by: @editor

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these elaborate administrative and bureaucratic procedures that rarely, if ever, deliver results

Yes minister! That is precisely why we have people like Sir Humphrey latterly KCMG (Kindly call me God) now GCMG (God calls me God) running the show!

Midea 14kW (for now...) ASHP heating both building and DHW

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cathodeRay

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26/11/2024 8:26 am

Posted by: @editor

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Sadly, it seems the courts are the only reliable route for homeowners seeking justice and effective resolution.

So true, and a proliferation of white van chasing lawyers is a sure indicator of a system that has failed.

Midea 14kW (for now...) ASHP heating both building and DHW

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JamesPa

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26/11/2024 8:33 am

Posted by: @cathoderay

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Posted by: @editor

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Sadly, it seems the courts are the only reliable route for homeowners seeking justice and effective resolution.

So true, and a proliferation of white van chasing lawyers is a sure indicator of a system that has failed.

sorry to bring it back to gutter level - but its builders innit.

I'm seriously not sure that anything we are hearing about ASHPs, frustrating though it is, is materially different to what we hear about (and experience) in the building trade more generally. Mostly its OK, but there is a significant proportion of cowboys out there, and when something does go wrong most or all of the bodies which make a strong play of being there for customer assurance reveal their true colours as trade funded organisations.

4kW peak of solar PV since 2011; EV and a 1930s house which has been partially renovated to improve its efficiency. 7kW Vaillant heat pump.

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Burtis

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Topic starter 26/11/2024 8:38 am

@jamespa that definitely seems to be the case here they literally glossed over all the pictures of the actual problem and just shut it down because of the audit that had taken place.

Which also clearly was not worth it's weight sadly

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