From Cold Starts to Warm Homes: Supporting consumers with inherited heat pumps

From Cold Starts to Warm Homes: Supporting consumers with inherited heat pumps 2.57 MB

As more heat pumps are installed, more people will live with heating systems they did not choose and may know little about.

Our qualitative research, carried out by IFF Research, found that most heat pump users in the study experienced comfortable, reliable heating. However, people who inherited their system often started with less knowledge and confidence. Practical guidance helped, but some received little more than a technical manual. When problems arose, unclear responsibility and gaps in expertise could leave them struggling to get effective support.

From Cold Starts to Warm Homes sets out recommendations for installers, developers, landlords and government. We’re calling for practical handovers, clear arrangements for ongoing support, and digital logbooks that keep important system information with the home. Accessible independent advice and stronger consumer protection should help people get problems put right.

Everyone should be able to keep their home warm and manage their running costs, whether they chose their heat pump or inherited it, and whatever their prior knowledge.