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From thinking about a 7kW Vaillant ASHP to a subpar installation and my complaint.

SuzyQ · 2022-03-02T23:20:03Z

Hi, I would like to say hello and so glad I now joined this great forum. I am going to be changing an old solid fuel back boiler system (works well) to Vaillant ashp plus 7kw, still have a lot to learn and will need some help and advice to make sure it's the right thing to do realistically-old house!? Will I be able to afford to switch it on! My energy consumption is extremely low and controllable, low income - so I really need it to work as efficient cost effective as possible. I seem v similar to other old houses, retrofit best I can. 200 Yr old rubble filled cottage. Gas not an option, ruled out oil. The heat pump has been on back order since last year, and hoping to make the RHI deadline. It's taken a long time 2 years difficult process, different installers, GHG disaster.. I am also going with a nationwide company now so do hope they will be OK and installation works well, particularly after reading some posts. Hoping the ASHP the right way to go.! Look forward to reading and learning. I will post later my proposed installation details, and hope to get some help and advice to try avoid as many issues where i can. Vaillant plus 7kw, hydraulic module (or inline heater not sure), Mixergy hw cylinder. Need to replace 2 radiators/got ufh downstairs

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Air Source Heat Pumps (ASHPs)

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 12/01/2024 12:05 pm

@editor

I am going to try list all complaints down early next week. Is it possible please to run it by you it all by email.?

👍

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Mars

(@editor)

Illustrious Member Admin

Joined: 5 years ago

Posts: 4476

12/01/2024 12:27 pm

@suzyq, yes, please feel to do so. Send to editor@renewableheatinghub.co.uk.

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 20/02/2024 4:15 pm

Hi @editor . I am just checking to see if you have received any of my emails yet.? I have still to do part 2, I am struggling to put all the information down, as so much in regsrds to the work itself and how the company have dealt with it all. I have also now got a glitch on my laptop, so I now need to get it looked at but will continue when up and running. Thanks

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Mars

(@editor)

Illustrious Member Admin

Joined: 5 years ago

Posts: 4476

21/02/2024 2:43 pm

@suzyq, yes, I have received part 1 – I've looked at it and it's very long and detailed, albeit a bit disjointed. What's not clear is at what stage of the complaint process you are at. Please can you update me. I can edit your current issues into a more cohesive document, but just need to know who you have issued a formal complaint to.

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 28/02/2024 4:18 pm

Hi @editor . Yes, I'm sorry it's so long. I am still on with part 2. I will send this through as soon as I can. The whole install has not been professional have yet to make the full complaint, it needs breaking down into 3 parts. I will try put the details down best I can. There is so much information that it's overwhelming.

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 16/10/2024 11:52 am

Hi @editor

I'm just checking you hsve received my emails and still able to help with install cimplsints?.i will send through further details if you ate still ok to help with this?.thank you

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Mars

(@editor)

Illustrious Member Admin

Joined: 5 years ago

Posts: 4476

16/10/2024 12:28 pm

@suzyq yes, I've received them. Please continue sending them, and we'll see what we can do.

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 16/10/2024 2:50 pm

@editor great, thank you Mars 😊

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Mars

(@editor)

Illustrious Member Admin

Joined: 5 years ago

Posts: 4476

20/11/2024 4:16 pm

@suzyq this is the definitive video on describing the complaints procedure:

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 17/12/2024 6:12 pm

Hi @editor . I have sent you a follow up email. Are you still able to help and support me going forwards with my complaints please? I do not know where to start with it all and are my points valid etc. I really need your help please.

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Mars

(@editor)

Illustrious Member Admin

Joined: 5 years ago

Posts: 4476

17/12/2024 10:02 pm

@suzyq, as I mentioned in my email, your case is highly complex, and any guidance I offer won’t directly prompt action from the relevant stakeholders. As I recommended, your first step should be contacting your consumer code, in this case, RECC.

You’ve done an excellent job compiling a comprehensive amount of information, and I urge you to take that to RECC to formally open a case. At this stage, forget about MCS and the certification bodies; focus entirely on pressing RECC.

My role here will be to publicly advocate on your behalf and apply pressure on RECC if they attempt to deflect or play their usual ping-pong tactics. Start the process with RECC, and please keep us updated here – especially if things stall. I’ll do my best to hold the various stakeholders accountable if needed.

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SuzyQ

(@suzyq)

Active Member Member

Joined: 4 years ago

Posts: 16

Topic starter 18/12/2024 10:50 am

Thank you again Mars @editor .

I will contact RECC and start the complaint process. Im not used to official complaints, and would value your guidance. Where/what do i start with!. After looking at all the information I have sent you, including the first part, are you able to give me the main points you think I should more focus on and what they would consider poor standard, non compliance etc.?. What has not been acceptable?

It is extremely over whelming. I also want to make sure I have a fully completed install that works efficiently, which i do not feel i have!. If you could email me with your thoughts on the way this install has gone please i would appreciate it. Thanks S

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