Heat Pump
Protection Plan

FAQ’s

• What does the Heat Pump Protection Plan cover?

  Our plan covers annual servicing, unlimited callouts for breakdowns, and repairs for your air source heat pump system. This includes labour and replacement parts for your heat pump, thermal store, controls, and sensors, up to the annual repair limit of £1,500.

• Is the annual service included in the plan?

  Yes! Your plan includes a comprehensive annual service to ensure your heat pump system is running efficiently. This includes cleaning the heat exchanger, checking antifreeze levels, inspecting seals and gaskets, and more.

• How soon can I access support after signing up?

  After signing up, you can access unlimited telephone technical support immediately. However, claims for repairs can only be made 30 days after your plan starts to allow time for setup.

• What happens if my heat pump breaks down?

  If your heat pump breaks down, simply call our support line. We’ll guide you through troubleshooting and, if necessary, arrange for an engineer to visit your home. You’ll only need to pay a fixed contribution fee if applicable.

• Are there any limits on the number of repairs or callouts?

  No, there are no limits on the number of repairs or callouts you can request during the plan period. However, the total cost of repairs (including parts and labour) is capped at £1,500 annually.

• What does the contribution fee cover, and when do I pay it?

  The contribution fee is a small fixed amount you pay each time you book a repair callout. This fee covers the cost of having an engineer visit your home and any labour involved in repairing the system. You do not pay a contribution fee for the annual service.

• How do I book my annual service?

  You can book your annual service by calling us between May and September. The first service can be booked after the plan has been active for 90 days, as long as your payments are up to date.

• What if my heat pump is still under manufacturer warranty?

  If your heat pump is still covered by the manufacturer’s warranty, any breakdowns or faults covered by the warranty will not be included in the plan. However, our plan will cover servicing and issues not covered by the warranty.

• What happens if my heat pump can’t be repaired?

  If your air source heat pump is deemed beyond economical repair (BER), we may offer a contribution towards a new heat pump, up to the annual repair limit. This is dependent on your heat pump’s service history and other factors.

• Can I transfer the plan if I move to a new home?

  Yes, you can transfer the plan to a new property, provided the heat pump system in your new home is eligible for coverage. Simply contact us to update your details and check the eligibility of your new system.

• What happens if I miss my annual service?

  If you miss your annual service, you will not be refunded for that service, and it will not roll over to the following year. We recommend booking your service early to ensure your system is maintained properly.

• Can I cancel the plan at any time?

  Yes, you can cancel the plan at any time. There is a 14-day cooling-off period after signing up where you can cancel for a full refund if no service has been carried out. After the 14 days, the plan will run for the full year, and cancellations may result in no refunds.

• Are there any extra fees or hidden costs?

  No, there are no hidden costs. The only additional fee is the contribution you pay for each repair callout, which will be detailed in your plan certificate. Your annual service is fully covered by the plan, with no extra charges.

• How do I get in touch if I need help?

  You can contact our support team by calling our helpline at 0800 802 1892. Our friendly team is available Monday to Friday from 9:00 AM to 6:00 PM to assist you with any issues.