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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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JamesPa

(@jamespa)

Illustrious Member Moderator

Joined: 3 years ago

Posts: 5395

19/08/2026 3:55 pm

So sorry to hear that. If there is anything more we can help with please do summarise the remaining issues.

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

(@burtis)

Estimable Member Member

Joined: 2 years ago

Posts: 122

Topic starter 19/08/2026 5:38 pm

@jamespa Thank you sir the help and talking on here was definitely helpful much appreciated 👏 Sadly they way things are it seems customers have a raw deal of it sometimes if it all goes wrong

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Mars

(@editor)

Illustrious Member Admin

Joined: 6 years ago

Posts: 4853

19/08/2026 11:02 pm

@burtis, I’ve followed this thread pretty much from the beginning and what an exhausting way for it to end.

I think @JamesPa is right… if there’s anything we can still help with, keep throwing it at us. But the bit that really sticks with me is that after nearly three years of complaints, inspections, emails, technical reviews and supposed remedial work, you’ve ended up paying another installer to sort the system anyway. That doesn’t feel like a complaints process delivering an outcome and it feels like you simply outlasted your willingness to keep fighting it.

And I don’t blame you. There comes a point where getting your heating sorted and getting your life back is worth more than another six months of emails.

One thing I would do before AE Renewables changes anything is ask them to document what they find. Nothing overly elaborate. Photos, a short summary of what they believe is wrong and what they intend to change. Not because I’m suggesting you launch another battle, but once they start correcting things, some of the evidence of the original installation disappears.

I also think Gas Worx refusing to service a system they installed deserves to be recorded here. Whatever the rights and wrongs of the wider dispute, abandoning the aftercare relationship doesn’t exactly inspire confidence.

And, for what it’s worth, this thread hasn’t been pointless. Quite the opposite. You’ve documented the buffer, noise, flow problems, debris, pump and flow switch saga, warranty discussions and the complaints process in great detail. It’s become a pretty sobering case study of what happens when an installation is basically functional but riddled with issues and nobody seems capable of taking ownership of the whole thing.

Please keep the thread going when AE get involved. I’d genuinely like to see what they find, what they change and, hopefully, the post where you finally say “It’s sorted.”

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