Just want to say that I am in the middle of a very similar situation so i have every sympathy for yours. My installer was with NICEIC for the technical side of things so I complained to them and managed to get a site inspection and report with action plan for them to remedy. It's clear from the report that the installers didn't plan the job, or do it carefully, or understand all the regs. We now have a date booked for them to rectify issues but the fact theyve booked only one day indicates they haven't fully understood what they have to do, i think. 

Unfortunately the report didn't specifically address noise issues which sound very similar to yours - roof acting like a massive speaker for a high pitched pump. And an outdoor unit outside my living room like a little generator behind the sofa. The report suggested involving the manufacturer but they said they wouldn't come out unless equipment was faulty. So, I've booked a very well respected local installer to come and check efficiency and noise mitigations. I'm crossing my fingers they can help.

I noticed you said "I don't believe they are a intentionally bad company they just miss quoted this job and cut corners." If they underquote, why should you pick up the bill and pay for things they should have thought about and included? And when you're paying ££££ they need to get it right. They have other jobs, we've only got the one heating system and we have to live with it.

My installers are the same - sent a guy to quote who isn't a fitter and didn't even look in the loft, then turned up with all the stuff and bunged it in, tried to get me to install a gravel tray right at the end when it was apparent the unit was too wonky to photograph for the guarantee -failed the NICEIC inspection on multiple points (including many I'd asked about and been fobbed off about). But they are still trying to get me to pay for some of the actions in the report and acting like I'm a fussy customer. 

Rant over! Wish you best of luck and I'll follow this and post anything useful that comes out of mine.

@lokisam 

Love a good rant sounds like yours is moving in the correct direction buddy glad to hear it 👍 thank you 

Posted by: @lokisam

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My installer was with NICEIC for the technical side of things

Now that's interesting.

I thought NICEIC only covered electrical portions of heat-pump installations.
Thus, if the installer was accredited by NICEIC as a 'professional electrician', then it would be they who issue you with the certificate covering Part-P of the Building Regs.

The accreditation bodies for electricians in UK have high standards, and a correspondingly high public reputation.
So if they offer a mechanism for approval of an entire heat-pump installation, then we should expect a much better level of workmanship.

Can you clarify this @editor ?

@lokisam I'm a self-builder with decades of experience with materials, fixings and dealing with tricky problems.

My current house is a renovation project on a 1930's West Country farmhouse.
I've successfully found ways to dampen vibrations and sound transfer, including the construction of a sound-proof study for my wife.
Some of these solutions involve using materials in unusual ways, like the vibration-damping 50mm-wide strips which are designed for use between flooring and joists.
I've used that tape behind (heavy) wall boarding, transforming it into a noise-absorption surface.

And here's a pump body held in place with three sequential anti-vibration measures:

• a rubber strip
• secured with a steel band
• which is held in 3D space using a steel upright that can freely move left/right

These are not strategies which a professional installer is going to learn on an official course.
A bit of ingenuity can also be a lot cheaper than attempting an 'approved method'.

If you have such problems, please describe them, ideally accompanied by photos.

Posted by: @transparent

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Can you clarify this @editor ?

The short is no. I have never received a clear-cut answer on the role certification bodies like NICEIC, NAPIT, HETAS, OFTEC, ELECSA or APHC play in the complaint's process, and get the impression it's kept deliberately murky.

Ironically, in half an hour, I have an online meeting with HIES to flesh out the outline for our "complaint's procedure" podcast episode where I'm hoping to get more answers, and get to the bottom of who is responsible for what.

Here is the pipe running into the wall a little more exposed showing that it's not insulated through the wall

@burtis did My inspection report requires the installers to come back and insulate and sleeve the pipes as they go through the brick. Did you say you had an inspection? You'd think they would have picked up on this if you did.

@lokisam 

I did have a MCS Audit when the installers finished I got randomly selected for this on their system. 

But it was very basic and they don't know building regulations it seems. 

They flagged the external insulation then as it was waaaaaay worse than it is now. 

The installer then took photos to show they had done the required work for the audit and that was that, but clearly it was not thorough enough. 

Eg. the immersion heater control box is only held to the wall by a tiny nail and isn't secure. 

The installer just put it back on the tiny nail and said that they fixed it.

Makes me wonder how many more not bad but not quiet right installs go on in all sectors not just this one

Posted by: @burtis

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Makes me wonder how many more not bad but not quiet right installs go on in all sectors not just this one

 

Dare I say 'builders innit' (i think that's the appropriate slang - but its not my specialist subject!).

The electrical institutions, in fairness, have a good reputation.  Not so sure about some of the others.  There are excellent traders out there, and there are also cowboys.  Caveat Emptor

@burtis Sadly, it would appear that one not only needs to be ‘at home’ during the entire installation to keep a hawk’s eye on their working but you need a good working knowledge of all the skills involved, the building regs., and the wherewithal and nerve to ‘interfere’ at any and all stages of the work if you are unsure of the standard of workmanship employed - oh and a goodly amount of luck in your choice of installer!

This really is not being reflected by any MCS  PR is it?! Being retired, I was able to observe all stages of the installation but was lucky enough to only have to question and require about half a dozen things to be rectified. Regrets, Toodles.

One thing I did forget to mention was that the following summer, I did notice that the external insulation was lacking total integrity and the odd gap had appeared; plus when my eyesight allowed me in a good light to see, that the clips were compressing the insulation. I took photos of the offending points and sent them to the installer; I had a visit a few days later from an installer who spent several hours replacing all the external insulation and it is now much neater and sans crimping points at the brackets.😊 Regards, Toodles.

@toodles 

Good point lucky you. 

Yes mate I also have some compression on them will address this also fun times for me ahead 😅

So small update. Maybe help you Mars maybe not understand the workings. 

I did see MCS is changing the way it deals with complaints and such in January to make it less inconvenient but we shall see maybe I should have waited till then 😅

NAPIT have replied saying the installer has until Monday to supply supporting evidence (no idea what that could be a un seal or un insulated pipe is what it is)

This will then be reviewed and the next steps will be taken (again no idea what that means)

Hopefully they come back with a suitable remedy to the issues we shall see.

Again it's annoying that the installer wouldn't just come out have a look at the problems and offer a resolution in the first place but instead just shut me down and went on the defensive. 

Will update when I know more