If you’re considering installing a heat pump unit, you’re already on the path to a more energy-efficient, environmentally friendly home. And, thanks to relaxed planning permissions that are coming into force on 29 May 2025, installing an air source heat pump has never been easier. To make sure you get the best out of your new heating system, finding the right installer is crucial. But, with so many heat pump installers out there, how can you ensure you’re getting a good one? By asking the right questions!
When choosing a heat pump installer, ask about their credentials, costs, and timeline. Also, quiz them on what size of pump you need and where to put it. A good installer will know about any grants available, offer an aftercare plan and make sure you understand the conditions of your warranty.
A new air source heat pump is a significant investment, and the quality of the installation impacts how well it will perform. A knowledgeable, reputable installer will welcome your questions and help you make informed decisions. This guide will walk you through the most important questions to ask before you commit.
12 questions to ask a heat pump installer
Below are twelve important questions to ask your heat pump installer to help you make the right choice for your home and your budget.
1. Is an air source heat pump right for me?
Not every home is a perfect fit for an air source heat pump. A reputable installer will take into account factors like your home’s insulation levels, existing heating system, and even local climate conditions.
Air source heat pumps work by transferring heat from the outside air into your home, so they’re best suited to well-insulated houses that don’t lose heat quickly. If your home isn’t already well insulated or lacks proper loft insulation, ask if additional insulation should be added to make your home a better fit for a heat pump.
If your existing heating system includes radiators, they may need to be assessed for compatibility. Heat pumps have a lower flow temperature as some radiators may need upgrading to work efficiently with the low flow temperatures of a heat pump system.
2. What air source heat pump is suitable for my home?
There are different types and sizes of air source heat pumps, and it’s essential to find the right unit for your needs. A reputable installer will perform detailed heat loss calculations to determine how much heat your home loses and, therefore, how much heat output is required from your new system.
To give you an idea, heat pumps are typically rated between 5 kW and 15 kW:
- 5 kW: Suitable for small, well-insulated homes like flats or one- to two-bedroom terraces with lower heating demands.
- 7-8 kW: A common choice for typical UK households, this size pump is ideal for medium-sized homes, e.g., two- to three-bedroom semi-detached.
- 10-12 kW: These are best for larger homes, e.g., three- to four-bedroom detached properties or those with higher hot water demands.
- 15 kW+: Necessary for very large or older homes with five or more bedrooms or homes with significant heat loss. They are part of a hybrid system, including a secondary heat source like a gas boiler.
3. Does my home have enough space for an air source heat pump?
Air source heat pumps require a certain amount of space for the outdoor unit, which is typically placed in a back garden or an area with good airflow. The units are typically about the size of a washing machine.
Ask your installer to recommend an ideal location. They should recommend a spot that allows good air circulation and has enough clearance from walls and fences to prevent any airflow issues, which could lead to lower efficiency.
4. Do I need planning permission?
From 29 May 2025, most air source heat pump installations in England will fall under permitted development rights. This means you generally won’t need planning permission, provided the installation meets updated placement and noise requirements under the latest Microgeneration Certification Scheme (MCS 020) standards.
Planning permission may still be needed if your home is a listed building, located in a conservation area, or if you are planning a particularly large or complex system. A reputable installer will assess your property and guide you through any specific requirements. At Cinergi, we’re fully up to speed with the new rules and can help make sure your installation stays as straightforward as possible.
5. What is the installation process and timeline?
Find out how long the installation process is and what it involves so that you can plan for any disruption. Ask about how long the entire job will take, from the first survey to completion, and any additional work like upgrades to your central heating system. Installers should give clear timelines for each step, from prepping the site to setting up the unit to testing the system once installed.
6. Is there a warranty on the air source heat pumps?
A reliable warranty is essential because it protects you from unexpected repair costs down the line. Most air source heat pumps come with a manufacturer’s warranty, which can be anywhere from 5 to 10 years, depending on the brand and installer.
Ask your installer what’s covered under the warranty – whether it includes parts, labour, or both. Also, check the conditions of your warranty – if you don’t service your heat pump regularly, it could void any claim you make.
7. What finance options do you have available?
Heat pump installation costs can be a significant investment, so many installers offer financing options. Ask about payment plans, and if your installer partners with finance companies, this may help spread out the initial costs.
You may also be eligible for incentives or grants that reduce the cost, so ask your installer if they can help. For example, the Boiler Upgrade Scheme offers up to £7,500 towards the cost of air source heat pump installation. One benefit of using local installers is that they should also know what incentives are available from your local authority.
8. What maintenance and servicing requirements do heat pumps require?
Regular maintenance is essential to keep your air source heat pump running efficiently. While heat pumps generally require less maintenance than gas boilers, they still need regular servicing to stay in peak condition.
Ask your installer about the recommended servicing schedule and for advice on how you can help maintain the unit, such as keeping the area around the unit clear of debris.
9. Is there an aftercare plan?
Aftercare is just as important as the heat pump installation itself. A reliable installer will offer an aftercare plan to ensure your system continues to work effectively. This may include scheduled maintenance and services, emergency repairs, ongoing advice and customer support. Knowing that support is available will give you valuable peace of mind.
10. Where is the best location for my air source heat pump?
Choosing the right location for your air source heat pump is key to maximising its performance and efficiency. While the new planning rules allow units to be installed as close as 1 metre to your property boundary, it’s still important to position the unit where it can get good airflow and easy servicing access.
Your installer should recommend a spot that balances practicality, efficiency, and minimal noise impact for both you and your neighbours. Good airflow and sensible siting will also help your system run more quietly and efficiently all year round.
11. What certifications do you have?
It’s hugely important to check a potential installer’s credentials. Look for an MCS (Microgeneration Certification Scheme) accredited installer, as this certification ensures they meet high-quality installation standards. MCS-certified installers are also necessary for you to qualify for the Boiler Upgrade Scheme. It’s also vital that your installer is Gas-Safe Registered.
Another key sign of a reputable heat pump installer is their reviews. Look at the company’s website, Google Business Profile, and sites like Trustpilot to find out what customers are saying about its service.
It’s also important to check that your installer is knowledgeable about the latest regulations, including the 2025 updates to permitted development rights and the revised MCS 020 noise standards. An installer who stays on top of these changes can ensure your system is fully compliant and avoids unnecessary delays.
12. How will a heat pump impact my energy bills?
One of the biggest motivators for choosing a heat pump is the potential to save energy and lower energy costs. Since heat pumps use electricity instead of fossil fuels like gas or oil, they can significantly reduce your energy bills, especially if you’re currently using an older, less efficient heating system.
While heat pumps are by no means ‘free’ to run, your installer should help you understand how much you can expect to save based on your current energy costs and usage. They may also suggest any additional steps, like improving your home’s insulation, to maximise energy efficiency.
Want to start your home’s eco journey? Get in touch with Cinergi
To maximise your energy savings and ensure your heat pump investment is protected, it’s essential to choose the right installer. At Cinergi, we have extensive experience in installing both ground and air source heat pumps throughout the South of England. We are also fully accredited to install gas, LPG, and oil boilers and are totally independent. This means that we can offer reliable and personalised advice on how best to heat your home.
We’re passionate about renewable energy and can answer all of your questions, plus any questions you didn’t think to ask! We are family-run and only use our highly-trained, in-house engineers, so you can be sure to receive the best quality service and customer care.
Get in touch with Cinergi today to learn more about having a heat pump installed.
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