In a recently published article on Renewable Heating Hub, a homeowner named Mike recounted his experience with Daikin’s Gold heat pump service contract, priced at £345 per year. Despite having what was described as a premium maintenance package, the annual service lasted under an hour, with no inspection of the outdoor monobloc unit and no meaningful system checks observed.
Mike’s experience has prompted broader questions around what homeowners should expect from heat pump servicing, and whether manufacturer-led service models are delivering on those expectations. To investigate further, we contacted the leading heat pump manufacturers operating in the UK with three questions:
- Do you provide annual servicing directly, or is this delivered exclusively through third-party service partners?
- What should a proper annual service include, according to your brand?
- How does service quality and documentation relate to warranty protection?
Only three manufacturers (Mitsubishi Electric, Grant UK and NIBE) responded. Their answers reveal differing approaches to service delivery and customer support, and highlight the absence of a consistent servicing standard across the industry.
Mitsubishi Electric: Structured Procedures and Direct Oversight
Mitsubishi Electric confirmed that it provides annual servicing both through a dedicated in-house engineering team and its Service Net partner network, ensuring full national coverage. The company adopts a structured, process-led approach, supported by technical documentation and digital monitoring tools.
A typical Mitsubishi service includes:
- Visual and functional checks on all mechanical and electrical components
- Servicing of unvented hot water cylinders in line with G3 building regulations
- Review of control settings and fault code logs
- System efficiency data capture
- Physical cleaning of the unit and debris removal from around the outdoor equipment
The manufacturer also encourages homeowners to use its MELCloud platform for ongoing remote system monitoring. Documentation from each visit is expected to follow Mitsubishi’s published maintenance guidance.
Grant UK: Customer-Facing Checklists and Manual Transparency
Grant UK provides a structured Service Plan covering its Aerona³ and hybrid systems. Homeowners can access approved engineers via Grant’s G1 Scheme, with each engineer supplied with a servicing checklist to be completed and shared at the end of the visit.
Detailed servicing instructions are also available in product manuals, and Grant encourages homeowners to familiarise themselves with this guidance. Find our more in Grant’s Service Plan brochure.
NIBE: Multi-Point Service and Performance Focus
NIBE offers both direct servicing and access to an accredited partner network, with engineers trained to meet internal standards. A typical NIBE annual service comprises up to 37 individual checks, depending on the product.
Core service elements include:
- Cleaning of filters and evaporator coils
- Testing of safety valves and expansion vessels
- Review and optimisation of control settings
- Assessment of system performance and efficiency
- Tailored homeowner advice and education
- A comprehensive written service report
Documentation plays a central role, both for homeowner reassurance and as evidence of proper maintenance under warranty terms.
“We’re committed to helping customers understand what quality servicing looks like,” said Chris Easton, Training and Health & Safety Manager at NIBE.
A Silent Majority
At the time of publication, Renewable Heating Hub had not received responses from several major manufacturers operating in the UK market.
This lack of engagement is striking, given the central role of trust, transparency and long-term system care in ensuring the success of heat pump adoption across the UK’s domestic sector. As the government pushes for electrification of heating systems, clear communication around servicing obligations (and delivery) will be crucial to maintaining homeowner confidence.
A Disconnect Between Policy and Practice?
While the responses from Mitsubishi Electric, Grant UK and NIBE suggest structured procedures and support mechanisms are in place, the reality on the ground (as Mike’s experience demonstrates) does not always reflect these ideals.
Manufacturers offer detailed service checklists. Service reports cite comprehensive inspections. But in some cases, the core of the system is never opened, water chemistry is not tested and time on-site is minimal. Without enforcement, training or third-party validation, there is a risk that annual servicing becomes a box-ticking exercise rather than a genuine maintenance intervention.
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