The four layers of protection
| Layer | Who gives it | What to find out |
|---|---|---|
| Product warranty | The manufacturer | Length, what parts and labour it covers, whether servicing by an approved engineer is a condition |
| Workmanship warranty | The installer | Length, what it covers (pipework, cylinder, controls), and who honours it if the firm stops trading |
| Insurance-backed guarantee or deposit protection | An insurer or scheme the installer registers with | Whether your installation is actually registered, and with whom; whether the cover survives the installer’s insolvency |
| Your home insurance | Your insurer | Whether to notify them and whether cover for the equipment changes |
These get blurred in sales talk. “Guaranteed” on a leaflet could mean any of them. Ask which layer is meant, what it costs to keep valid and where the paperwork sits. The Energy Saving Trust says that at handover the installer should give you warranty information, instructions and documentation, plus contact details for questions later; make sure you receive it and keep it with the property papers.
What the consumer code does and does not do
Many installers belong to a consumer code such as the Renewable Energy Consumer Code (RECC). Its consumer guidance is worth reading before you sign. Two points matter here. First, RECC states it is not an insurance company: it administers the code. You are not covered by insurance unless your installer has registered your installation with an insurance company or other provider, and RECC says to check with your installer if in doubt. Second, RECC says that when you sign a contract you should not be required to pay more than 25% of the final contract price as a deposit, and that you should not sign with a company whose representative offers a discount for signing that day or offers a high initial price followed by a discount. RECC also recommends obtaining at least three separate quotations.
Check which code the installer is in, then confirm membership in the code’s own directory, not just on the installer’s website. The complaints and consumer codes guide explains the codes, and the MCS installer guide shows the register check.
Questions for the quote
- What is the manufacturer’s warranty on the heat pump and the cylinder, and what does it exclude?
- What is your workmanship warranty, and how long does it last?
- Are you registered with an insurance-backed guarantee provider? Which, and will you register mine?
- How is my deposit protected, and what is the amount as a share of the total?
- What servicing do the warranties require, who must do it and what does it cost per year?
- If the £7,500 grant application is refused, what is my liability?
- Who do I contact for a fault, and what response time do you commit to in writing?
Add the answers to your comparison. The quotes checklist has a place for each, and the installer guide explains the shortlist.
Servicing and warranty conditions
The Energy Saving Trust says a heat pump should be serviced according to the manufacturer’s advice, usually once a year, at a typical cost of around £150. Because warranty terms can tie cover to servicing, treat the manufacturer’s instructions as part of the contract: ask what proof of service you need to keep. The service guide lists what a service covers.
Your own home insurance
A heat pump is fixed equipment on the outside and inside of your home. Whether it changes your premium or cover depends on your insurer, and this site cannot say. Tell your buildings insurer when the installation is complete, ask whether the equipment is covered, and keep their reply with your warranty documents. If you are on a leasehold or in a flat, the freeholder or management company may also need to be told; the flats guide covers consent.
If cover is needed
Start with the installer, in writing, quoting the contract and warranty terms. If the fault is with the product, contact the manufacturer, whose technicians the Energy Saving Trust says often have more experience of their own models. If the installer is unresponsive, use the code’s complaints route; the complaints guide sets out the steps in order. Keep photographs, fault logs and dates, as the Trust suggests checking the fault log for recurring messages.