Installing a heat pump is a significant investment in your home.

When the system has been properly assessed, designed, installed and commissioned, it should provide dependable heating and hot water for years to come.

But what happens if something does not feel right after installation?

Perhaps one part of the house is consistently colder than expected.

Maybe your electricity use appears unusually high.

The controls might be difficult to understand.

You may be experiencing repeated faults or feel that the system is simply not performing in the way you were told it would.

For most homeowners, the first question is straightforward:

Who do I contact?

The answer depends on the problem, the installer and the consumer protection arrangements attached to the installation.

Knowing where to start can make the situation considerably easier.

In most cases, the first person to contact should be the company that installed the system.

That installer knows the original design, equipment and commissioning settings.

They should also have records relating to your property, including system calculations, equipment specifications and handover information.

Explain the problem clearly.

Useful information might include:

• Which rooms are affected
• When the issue started
• Whether an error code appears
• Changes in electricity consumption
• Any unusual noise
• Problems with hot water
• Changes you have made to the controls
• Whether the problem is constant or occasional

Photographs of controls or error messages can also be useful where appropriate.

Current MCS complaints guidance normally expects consumers to give the installer an opportunity to investigate and resolve the problem before a complaint is escalated through the MCS process.

That makes contacting the installer an important first step.

This is worth understanding before assuming the outdoor unit needs replacing.
A heat pump is part of a complete heating system.
Poor performance can sometimes be linked to other parts of that system.
Potential areas include:
Heat pump sizing
Radiator sizing
Pipework
Water flow
Heating controls
Hot water settings
Flow temperature
System balance
Commissioning
Property heat loss
For example, a heat pump may be operating correctly while one radiator is unable to provide enough heat for its room.
Another system might have suitable equipment but controls that have not been configured properly.
That is why troubleshooting should consider the whole system.

MCS is a UK quality scheme covering small scale renewable energy technologies including heat pumps, solar PV and battery storage.

Its role includes setting standards for certified installations and providing consumer protection within the MCS scheme.

MCS certified installers are assessed against the requirements of the scheme and are expected to work to recognised standards.

For Scottish homeowners, MCS certification is particularly relevant because the current Home Energy Scotland Grant and Loan requires eligible renewable energy systems to use an MCS certified installer and an appropriately certified product.

Home Energy Scotland also recommends checking the MCS installer database when comparing heat pump installers.

No.

Certification is an important quality and consumer protection measure, but it does not mean that every installation will be completely free from faults or disagreements.

Heating systems are complex.

Equipment can develop faults.

Properties can behave differently once the system is operating through a full heating season.

There can also be disagreements about workmanship, performance, contracts or what was originally promised.

What MCS provides is a standards framework and a route for eligible complaints to be escalated when the original installer has not resolved the issue.

That distinction is important.

Choosing a certified installer reduces risk and gives you additional protections.

It does not remove the need to choose an experienced company or understand the design being proposed.

Current MCS complaints guidance covers several types of issue.

These can include concerns relating to:

• Installer conduct
• Workmanship
• Damage to property
• Contractual issues
• Misleading sales practices
• Product concerns
• Safety concerns
• Installation quality

The exact route depends on the circumstances.

In most cases, MCS expects the consumer to have contacted the installer first and allowed reasonable time for the company to investigate.

If the issue remains unresolved, it may then be possible to escalate the complaint.

RECC stands for the Renewable Energy Consumer Code.

It focuses on consumer protection in the sale and installation of renewable energy systems.

MCS certified installers are required to belong to an approved consumer code, and RECC is one of the recognised options.

This means MCS and RECC have related but different roles.

MCS focuses on technical standards, installer certification and wider scheme requirements.

A consumer code such as RECC places particular emphasis on how systems are marketed and sold, contracts, consumer rights and business conduct.

This can become relevant where the problem relates not only to how the heating system performs, but also to how the product was sold or what was promised.

This distinction can be confusing for homeowners.

A simple way to think about it is:

MCS

Focuses on certification, installation standards and the requirements of the MCS scheme.

Consumer Code

Focuses strongly on consumer protection, contracts and sales practices.

Depending on the problem, one or both may become relevant.

Home Energy Scotland specifically recommends that homeowners understand which consumer code their MCS installer belongs to and know what protections that code provides.

Once heating becomes electric, the way you buy electricity becomes more important.

Traditional electricity tariffs may charge the same unit rate throughout most or all of the day.

Smart time of use tariffs can offer different prices at different times.

This can create opportunities for homes with batteries and heat pumps.

For example, a battery may potentially charge when electricity prices are lower and provide some stored electricity when grid prices increase.

The best strategy depends on the household and tariff.

It also changes over time as electricity tariffs and products change.

That is why any financial estimate should be based on realistic household usage rather than assuming a particular tariff will always be available.

The Energy Saving Trust has specifically researched how heat pumps, batteries and electricity tariffs can work together and highlights tariff choice as an important part of the overall energy picture.

If the installer remains in business but the complaint cannot be resolved directly, MCS may be able to consider an escalation depending on the circumstances.

Current MCS complaints policy sets out a structured complaints process.

For eligible cases, disputes that remain unresolved may also be referred to an Alternative Dispute Resolution, or ADR, provider.

ADR provides a formal route for resolving disputes without immediately going through court proceedings.

The exact eligibility requirements depend on factors such as when the contract was signed and the nature of the complaint.

Consumers should therefore check the latest MCS complaints guidance rather than relying on older information about the scheme.

Alternative Dispute Resolution is a process intended to resolve a dispute between a consumer and a business without requiring a traditional court case.

It can become relevant when:

• You have raised the issue with the installer
• The installer has had an opportunity to respond
• The problem remains unresolved
• The complaint meets the relevant eligibility requirements

MCS can refer eligible disputes through its ADR arrangements under the current scheme.

For older contracts or particular circumstances, a consumer code may provide another ADR route.

The important thing is to follow the correct complaints procedure and keep good records throughout.

If you are experiencing problems, keep everything relating to the installation.

That includes:

• Original quotation
• Contract
• Heat loss information
• System design
• MCS certificate
• Equipment specifications
• Warranty documents
• Commissioning information
• Handover documents
• Emails
• Photographs
• Service records
• Electricity bills where relevant
• Notes of telephone conversations

If you speak to the installer by phone, it can be useful to follow up with an email summarising what was discussed.

Good records make it easier for everyone involved to understand what happened and what has already been attempted.

This can understandably be worrying.

If the original installer is no longer trading, contacting them may not be possible.

Current MCS complaints guidance states that MCS may not be able to manage a normal installer complaint where the installer has ceased trading.

However, other protection may still be available.

This can include an Insurance Backed Guarantee, depending on what protection was provided with your installation.

An insurance backed guarantee is intended to provide certain protections if the original installer is no longer able to meet its obligations.

The exact cover varies.

You should check the documentation supplied with your installation to establish what protection you have and which provider is responsible.

MCS can also provide information about other potential routes that may be available when an installer has stopped trading.

There can be several different warranties associated with a heat pump installation.

These should not automatically be treated as one thing.

You may have:

Manufacturer warranty

This normally relates to the heat pump equipment itself and is subject to the manufacturer’s terms.

Workmanship or installation warranty

This can relate to the work completed by the installer.

Insurance Backed Guarantee

This may provide certain protection if the original installer ceases trading.

Different parts of the heating system can also have separate warranties.

For example, the heat pump, cylinder, controls or other equipment may each have their own terms.

Ask your installer to explain these protections before the work begins rather than waiting until there is a problem.

Regular servicing can be important for several reasons.

It helps keep the system in good condition.

It can identify developing issues.

It can also be relevant to manufacturer warranty requirements.

Home Energy Scotland recommends regular heat pump servicing and advises homeowners to become familiar with how their system normally behaves so that changes can be identified early.

Renewable Heat provides repairs, servicing and maintenance for home energy systems.

For suitable systems, remote monitoring may also help identify certain issues without waiting for a problem to become severe.

Higher electricity use does not automatically mean the heat pump is faulty.

It needs to be investigated properly.

Potential causes could include:

• Higher than expected property heat demand
• Higher heating water temperatures
• Unsuitable radiator sizing
• Poor control settings
• Hot water use
• Electricity tariff
• System balance
• Outdoor weather
• Household temperature preferences
• Equipment fault

Start by comparing like with like.

Look at actual energy consumption rather than only the amount of money on the bill, since tariff changes can affect cost even when consumption remains similar.

If electricity use appears unexpectedly high, contact the installer and ask them to review the system.

A single cold room can point towards a local heating system issue rather than a problem with the entire heat pump.

Possible areas to investigate include:

• Radiator size
• Water flow
• Balancing
• Thermostat settings
• Heat loss
• Air in the system
• Control configuration

A room by room heat loss calculation should have established the heating requirement of each space during the design stage.

The radiator or underfloor heating in that room should then have been selected to provide the required heat.

If the room consistently fails to reach its intended temperature, that design information can be useful when investigating the cause.

Many heat pump problems are discussed as if they relate only to the equipment.

But installation and commissioning matter too.

Once the equipment has been installed, the system needs to be checked and configured correctly.

This can involve:

• Checking water flow
• Balancing the heating system
• Testing heating
• Testing hot water
• Configuring controls
• Checking temperatures
• Confirming system operation
• Explaining controls to the homeowner

A high quality heat pump cannot compensate for every problem elsewhere in the heating system.

That is why commissioning should be viewed as part of the installation rather than an optional final check.

You should have received a handover explaining how the heating system works.

That should include the main controls and normal homeowner settings.

If you are unsure, ask your installer for help rather than repeatedly changing technical settings.

A heat pump generally benefits from a different operating approach from a conventional boiler.

Constantly changing settings because the radiators do not feel as hot as you expect can make it harder to understand how the system is really performing.

A proper handover should leave you comfortable with the controls without requiring you to become a heating engineer.

The best time to think about aftercare is before you choose the installer.

Ask:

Are you MCS certified?

Which consumer code do you belong to?

How long have you been installing heat pumps?

Do you service the systems you install?

Do you carry out repairs?

Who do I call if something goes wrong?

What warranties are included?

Is there an insurance backed guarantee?

Will you still support the system after installation?

These questions tell you something important about the relationship you are entering into.

A heat pump installation should not be treated as a single transaction that ends when the installers leave.

MCS certification provides an important standards and consumer protection framework.

But homeowners should still look at the installer itself.

How experienced is the company?

Does it understand existing heating systems as well as heat pumps?

Can it design around complicated properties?

Does it provide servicing and repairs?

Does it have a track record of supporting customers after installation?

Renewable Heat has more than 20 years of experience designing and installing renewable heating and home energy systems across Scotland.

The company has installed more than 1,000 heat pumps and provides support from assessment and system design through to installation, commissioning, servicing and maintenance.

Sometimes the relationship with the original installer has broken down.

In other cases, the installer may have investigated but you still want another experienced professional to review the system.

A second opinion can be useful where you are experiencing:

• Persistently cold rooms
• Unexpectedly high electricity use
• Repeated faults
• Control problems
• Excessive system noise
• Hot water problems
• Concern about heat pump sizing
• Concern about radiator sizing
• Poor system balance

The purpose should be to understand the problem before assuming the entire installation needs replacing.

A second engineer may identify a control issue, commissioning problem or heating system limitation that can be corrected.

Consumer protection schemes matter.

MCS matters.

Consumer codes matter.

Warranties matter.

But homeowners should ideally never need to rely on a formal complaints process.

The best starting point is an experienced installer that takes responsibility for the complete heating system and remains available once the installation is finished.

That means:

Assessing the property properly

Calculating heat loss

Selecting the correct heat pump

Assessing radiators and pipework

Designing hot water properly

Configuring controls

Commissioning the system carefully

Explaining how it works

Providing support afterwards

Renewable Heat has more than 20 years of experience designing, installing and maintaining renewable heating systems across Scotland.

Our approach begins with the property and continues beyond installation day.

If you are considering a new heat pump, we can help you understand the complete design before you commit.

If you already have a heat pump and are concerned that the system is not performing as expected, we can also help you understand your options.

Call 0330 022 0480 or email sales@renewableheat.com to speak to the Renewable Heat team.