We moved to a new home that was a bigger space for our family. It needed a substantial amount of work done to it and the renovations opened the possibility of getting a heat pump. We were also eligible for financial support through the Boiler Upgrade Scheme, which made good sense.
If you’re contemplating a heat pump and want to know what it’s really like to get one, then read this story from Matthew Bell OBE.
Matthew, a member of our board of trustees, talked to us about getting his air source heat pump through the Boiler Upgrade Scheme.
Why did you decide to get a heat pump?
What steps did you take to getting a heat pump?
I looked at Energy Saving Trust’s website to get an understanding of what questions to ask and the types of different technologies available. We also asked some friends who had done it themselves. Through somebody that they recommended, we found our installation company and so it was ultimately word-of-mouth that was very useful too.

What was your experience of using the Boiler Upgrade Scheme?
Much easier than I thought it would be. I thought that it was going to be very bureaucratic and very lengthy. The installer we used sent me a link to the website. I went on that to verify the address, the ownership and things like that. It took a couple of emails backwards and forwards, but that was surprisingly smooth.
For us, the hard part was finding the installer but after that it was very smooth. The installation process always takes a little bit longer than you think or needs a little bit more involvement in understanding the technology. But they walked us through it, so that was good.
Was installation disruptive?
If we hadn’t been doing other renovations, then I’d say yes, it would have been disruptive. But they were quite organised, and the process didn’t take that long.
Overall, it was okay and no more disruptive than if you were renovating another part of your house for other reasons.
The heat pump itself is not that big, so putting it into the garden was relatively straightforward. The installer did have to strip out an existing gas boiler and had to bring in a new water tank. That creates a mess and that’s the bit I hadn’t thought about so much.
Everybody focuses on the heat pump itself, the thing that goes outside, but then there’s a lot of technology that goes inside: the water tank and then the control systems.
We’ve put the water tank in the basement. The space existed in the basement already, but they had to bring the piping in from outside and put in place all the control systems. And then you have to learn how it works.
Once it was all installed was it tricky to get started?
We had the installers give us a lesson in how it works and it’s less fiddly than a gas boiler.
The basics are quite simple in a way. We have different control panels for different parts of the house. You set them like you do a boiler or a timer on an oven. You say what temperature you want day and night, and it creates a very even temperature around the house.
Earlier in the year, the water pressure fell a bit, so an alarm was triggered. I wasn’t sure what to do, but I called the installer. It was a case of “turn this knob” and the water pressure came up and it was fine. There are little things like that: you learn about them when they happen.
Have you seen much of a saving in your energy bills?
As people probably know, it’s a very hard time because energy bills have been going up so much. We haven’t figured out really whether we’ve seen significant savings yet, but I have no doubt that over the life of the heat pump, we will, particularly if electricity prices come down.
Does your heat pump keep your home warm enough?
Yes, for sure. In fact, my wife says that it’s the first house where she hasn’t felt the cold. You feel like you have a level of control over the feel of the house that you never quite got with the gas boiler.
Do you tell your friends about your heat pump?
I’m trying to show it to everybody and they’re always pleasantly surprised. I think people do wonder if it will keep a good temperature and if the house will be warm enough. So, it’s good for people to come around and see that it does.
Do you get any questions about the heat pump?
We do get questions, including whether it runs on electricity or if it works in very cold weather. The physics of it are still a bit of a mystery to me, but it clearly works when it’s cold.
Does it make a noise?
It makes a similar type of noise to an air conditioner. The neighbours asked us when they saw that we were installing it and we reassured them at the time. And since it’s been installed there, they haven’t said anything.
What about things to avoid if you’re getting a heat pump?
It’s more things you need to consider. You need some space outside and space inside for the water tank too and the equipment that goes with it.
We had a bit of a debate about underfloor heating versus radiators and, in the end, went with a combination. It’s about finding a solution that is best for the space you have.
It’s also difficult avoiding companies that are going to be here today and gone tomorrow. So, getting some sense of who the reputable firms will be and who will offer good service because you do have to learn about how to operate a piece of equipment that you haven’t used before.
And finally, what are your tips for anyone planning to get a heat pump?
Firstly, get good advice from friends or websites like Energy Saving Trust and don’t be discouraged. It’s not like buying toothpaste: the market isn’t as mature as that. You can’t go to the supermarket and say “I recognise these brands. I like this brand. I’ll take this one.” You must do a little bit of research and hopefully get some advice from different people to choose from and I think that, for us, was the biggest unknown.
And then planning the installation with whoever you choose. That’s useful, because it will be a bit disruptive, so knowing:
- when they’re going to come in
- how long it’s going to take
- what they need to do inside the house
- what they need to do outside the house.
Finally, make sure they teach you how the kit and the controls work and maybe get some reassurance from them on using it. You can contact them if something happens and you’re not quite sure what it is.
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