With so many heat pump misconceptions and all manner of companies purporting to be experts, it is of vital importance that when purchasing ground source heat pumps or air source heat pumps, you choose a reputable and established supplier; one that you can rest assured will be here for the long term and is capable of providing the necessary technical back up and peace of mind.

The following is an FAQ for Heat Pumps compiled from questions we have received or believe you should be asking when seeking a company to design and supply your renewable energy technology.

Q: How many heat pumps have you supplied?

A: This is a standard question you’ll find in any FAQ for heat pumps and is important as you want to ensure the company in question has relevant experience. Ice Energy has now supplied almost 10,000 heat pumps and during this process has gained a level of experience and expertise most other companies can only dream of.

Q: How long has your company been supplying heat pumps?

A: Although many smaller and less experienced companies have now sprung up within the UK renewable energy market, we are proud to have been one of the forerunners. The Directors started in the heat pump business, at the time concentrating mainly on ground source heat pumps, back in the year 2000, long before global warming and climate change dominated the news. 

Q: How many dedicated heat pump engineers does your company have?

A: This is another important FAQ for Heat Pumps as in the unlikely event of a problem, you want to know it can be dealt with quickly and efficiently. We have a team of 16 engineers dedicated to domestic heat pump support based at locations across the UK.

Q: Do you have an 0800 out of hours emergency technical support line?

A: Yes we do. With Ice Energy you’ll always have peace of mind of knowing you can contact us, even at the weekends should you experience issues with your renewable energy systems. Simply call 0800 955 3299 between the hours of 9am - 5pm.

Q: If my heat pump was faulty over the festive period what would happen?

A: One of the many advantages of heat pumps is that they are incredibly reliable and it’s very rare for them to fail at all. Occasionally however there are minor component failures so we have emergency renewables technical cover over ALL holiday periods.

Q: Can your company secure any grants or government funding?

A: Another crucial FAQ for heat pumps as grants are an important aspect for anyone considering renewable energy. Ice Energy and our heat pumps are all MCS accredited which is crucial when applying for any funding from the government.

Q: Do you have externally audited customer satisfaction figures?

A: Yes. Under our Quality Management certification ISO9001 our customer satisfaction is independently audited and is presently rated as excellent to good by 98% of customers.

Q: Do you have a national network of installers?

A: Yes. When purchasing heat pumps from Ice Energy you can choose from an extensive list of independent installers located across the length and breadth of the UK. 

Q: Are you certified?

A: Ice Energy has both the Quality Management ISO9001 and Environmental Management ISO14001 certifications, as well as carrying Microgeneration Certification Scheme (formerly the Clear Skies List) accreditations MCS001 and MIS3005.  Ice Energy is also a member of the International Ground Source Heat Pump Association (IGSHPA) and the Sustainable Energy Association all of which we feel demonstrates our considerable commitment to renewables.

Q: Can you provide a free training course for my plumber?

A: If you’d like your own plumber to install your ground source heat pump we will provide a comprehensive, free ‘manufacturer-approved’ training course at our training centre in Oxfordshire.  We are also an Approved Ecodan Training Centre and are therefore also able to offer an alternative training course for air source heat pumps.

Q: Warranty FAQ for heat pumps

A: For ground source heat pumps, Ice Energy will provide an industry leading 5 year parts and labour warranty which is separately bonded to, and backed by, an independent insurance company. It is also fully transferable should you sell the property and if desired Ice Energy can provide you with an industry first 10 year warranty!
For air source heat pumps, we will provide a 5 year parts and labour warranty which is also separately bonded to, and backed by, an independent insurance company and is transferable should you sell the property. What other renewable energy company can match these warranties?

Q: Does the heat pump quotation contain items such as the manifold or commissioning?

A: Ours does.  Our aim is to provide everything necessary to install heat pumps with no surprises, but also to be clear about any additional items that may be required for your specific renewable energy project. Our Domestic Sales Team will discuss this with you throughout the design process.

Q: Can I speak to existing heat pump customers?

A: We have an established base of happy heat pump customers, many of whom are willing to discuss their experiences with people who are considering a renewable energy heating system.  Contact can be arranged via our Technical Sales representatives.

Q: Is the company simply a dealer?

A: This is another very valid FAQ for heat pumps. Ice Energy is an Added-Value Supplier of heat pumps and other domestic energy solutions such as solar photovoltaic (solar PV) and underfloor heating. We offer a complete technical consultation, design, supply and commissioning service, with installations in some cases, the ability to perform Domestic Energy Surveys, a training centre and also a Research & Development (R&D) department. Our R&D department works closely with Oxford Brookes University, London Imperial College and Leeds Metropolitan University to make further advances in renewable heating technologies in the UK and overseas.  Finally, we are a long established member of the Sustainable Energy Association, a body committed to developing domestic energy generation solutions.

Q: Is your installer able to conduct electrical and / or refrigeration fault finding?

A: If you order heat pumps  from Ice Energy you will have the peace of mind of knowing we have the resources to send one of our many service engineers to your property at any time and at short notice. This is a particularly important consideration if you are thinking of contracting a local plumber for the supply and after sales care of your heat pump, as they may not always be around when you need them in the future.  Ice Energy engineers are trained to be multi-disciplined and carry a wide variety of spare parts with the aim of a ‘first time’ fix.