A heat pump is a 15 to 20-year asset. How well it performs in year ten depends on how well it’s looked after in the years before. Our Service Division exists to do exactly that and we takes on systems we didn’t install as a matter of course.
Annual Service
Air, Ground, Water, A2A
Brands
All
Our Engineers
F-Gas & NAPIT qualified
Priority
For those who need it most
Once your system is commissioned and handed over, you move across to our Service Division, a separate team with its own expert engineers, whose job is keeping systems running well after the installers have gone.
A planned yearly visit that keeps the system at its design efficiency and satisfies the conditions required by your workmanship and manufacturers' warranties.
When something isn't right, we find out why, onsite and through the manufacturer's remote diagnostic process where the fault points that way.
Priced before we start, approved by you, and carried out by engineers who work on these systems every day.
The most common type, and the majority of our service work.
Including the ground loop and brine circuit, which need checks an air source system doesn't.
Refrigerant work carried out by our F-Gas-qualified engineers, as the regulations require.
Our engineers undertake manufacturer training directly with the leading brands. Refrigerant work is done by our F-Gas-qualified engineers. Electrical work is done under our NAPIT registration which means our electrical work is independently assessed. Ground source work goes to engineers who know collectors and ground source heat pumps. When you call, the office matches your system and your fault to an engineer qualified for it, occasionally, that means waiting a little longer for the right person rather than sending whoever’s free that afternoon.
Employed by South West Heat Pumps, trained by us, working to our standards. The person diagnosing your fault can see the history of the system and if we installed it, the original design and can pick up the phone to the commissioning engineer.
A qualified engineer works through a full checklist appropriate to your system, covering the unit itself, the water side, the electrical side, the controls and the fault history. Anything that’s drifted gets corrected on the visit, before it causes further issues.
After the visit we issue a service report recording what was carried out. That report is your evidence of annual servicing. Most manufacturer warranties require it and if your system was installed by us, our workmanship warranty requires it too, so keep it somewhere safe.
A heat pump is a system of interacting parts, controls, emitters, water quality, electrical supply and the unit itself. A symptom in one place often starts somewhere else entirely. Our engineers read the stored fault history, check the settings against the original design, and test the electrical and mechanical sides.
Many of the systems we specify can be monitored remotely, so some faults can be identified, and occasionally resolved, without a visit. Where a fault can be sorted over the phone, that’s always our first move, it’s quicker and it costs less.
Most manufacturers won’t deal with homeowners directly, they require a qualified engineer to run their diagnostic process before confirming a fault. Our Service Team handles the diagnostic visit, the claim, the parts order and the return. We’ll always give you an estimate for both visits before we attend, and deduct any manufacturer’s contribution from the final invoice, so you know your likely net cost before we come out, not after.
Wherever we can, the work is quoted before our engineer arrives. If something else is identified during the visit and the time allocated means we can carry it out on site at the same time then the engineer will agree the work with you. Where specialist parts are needed, we issue a written quotation to consider in your own time. If a job needs more time or materials than estimated, the engineer stops and speaks to you before continuing.
Systems we installed carry a workmanship warranty of 24 months from the date on your MCS certificate. Where a fault is down to our workmanship within that period, we put it right at no charge. Components carry the manufacturer’s own warranty under its own terms.
Faults down to an electrical supply problem, damage, or a setting changed by someone else are chargeable, and we’ll tell you which category yours falls into before we attend.
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Our service vans carry vehicle trackers that record arrival, departure and travel times. Your invoice reflects the time actually spent, not an estimate or a rounded figure. Travel is charged from our depot, to the minute, one way only where an engineer has several stops in the same area.
You can book a service with us at any time, whether or not you’re on our Annual Servce Plan. It does two things: books your Annual Service each 12-month period, and puts you ahead of non-Plan customers in the queue if you have a breakdown.
No Direct Debit, no monthly payment, no automatic renewal. Each year we invite you to opt in; you’re invoiced after your service is completed, not before. Decline any time, no exit fee, no notice period, no reason required.
Based on 210+ review on Trustpilot
“From the start 5 years ago when the ground source system was installed and since then with the annual service visits, SWHP have been helpful, reliable, efficient and engaging. The SWHP folk mirror the service that the company provides.
Thank you”
North Devon · Peter Clark
“I was so impressed with the service. It was easy to arrange an appointment, the service was prompt, friendly and efficient – followed up by emails. The engineers clearly knew their job and were so lovely and friendly. I unreservedly recommend South West Heat Pumps.”
Devon · Joanne
“We had SWHP install our system 5 years ago and they were really helpful and on it! It works like a dream. Sue takes care of the admin and always super helpful. Our yearly service just done by Martin recently who was a great guy and very knowledgeable … went the extra mile!”
Verified review · Little Silver Richard
Our engineers work from 7.30am until the last visit of the day is complete. Requests outside office hours are picked up the next working morning. Over Christmas and New Year an emergency engineer is on call, other than Christmas Day, Boxing Day and New Year’s Day.
No. This is genuinely open to anyone with a ground source, water source, air source heat pump or an air conditioning system, whoever fitted it originally.
If you have a fault then when you book a diagnostic visit we will, where we can, combine the repair and then carry out a service all in the same visit. If the repair requires parts and/ or a follow up visit we will offer to combine the service at the same time if it is due. If you cannot remember when your heat pump was last serviced and you have a valid manufacturer’s warranty you are probably best to arrange an Annual Service.
Quite the opposite. All manufacturer’s require their heat pumps to have an annual service by a qualified engineer to maintain the validity of the warranty and we produce an Annual Service record following your visit for you to prove to the manufacturer should you need to.
Ask anyway. The brands listed are the ones we service most regularly, not a hard limit on what we can look at.
It depends on the fault and time of year, but minimising how long you’re without heating is treated as a priority. We will always prioritise those without heating and hot water and those that are vulnerable. If we cannot get to you soon enough we will be honest and you are always welcome to try another supplier. Get in touch and we’ll be upfront about realistic timing.
Sometimes we have to ask for payment upfront for replacement parts that we do not hold in stock i.e. specialist orders but we do not take deposits for any work we carry out including installations.
Yes. Pubs, schools, libraries and similar premises get the same servicing, diagnostics and repair cover as residential customers, with the same emphasis on minimising downtime.
Based on 210+ reviews on Trustpilot
Call 01271 850 040, 8.30am to 5pm Monday to Friday, or email service@southwestheatpumps.co.uk.
We design renewable heating systes around your home and the way you live.
Prefer to talk to us first?
Call: 01271 850 040
Whether you’re looking to book a service or ask about diagnostics, it starts with understanding your project.
Prefer to talk to us first?
Call: 01271 850 040
