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What to expect before and during the installation?

Before the installation

Home Energy Scotland grant or loan application

If you want to use the Home Energy Scotland grant or loan, it’s a good idea to apply whilst you look for installers. You can’t start work on your installation until your application has been accepted and you’ve received the funding offer in writing.

If you’re applying for a loan from another organisation, it’s a good idea to check the process and terms at this stage too.
You should try and contact at least 3 installers for quotes, to find someone who’s the right fit for the job and to make sure you’re getting a fair price.
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Contact an installer

You can use the information on the How to find the right installer page to help you find heat pump installers who work in your area. Remember to look up reviews online before getting in contact with them.

You should try and contact at least three installers for quotes. This will help you find someone who’s the right fit for the job and to make sure you’re getting a fair price.
30 minutes

Receive a basic quote

The installer will likely give you a basic quote based on the general characteristics of your home. This can either be done remotely, based on information available online, or with a short and simple in-person assessment. This will help you decide if you’d like to proceed to the next step.
Enquiries are usually responded to within one working week

Property visit and heat loss calculation

If you decide to proceed after receiving a basic quote, the installer will visit your property to conduct an in-depth assessment and a heat loss calculation. This will help the installer determine the correct heat pump size for your home and the scale of work required. This will also help the installer give you an accurate quote for the job.
It’s normal for some installers to charge a fee for the property visit and heat loss calculation. This fee is usually removed from the final cost of the work, if you choose to contract that installer.
One to two hours

Comprehensive quote

Once the installer has information from the property visit, they’ll be able to give you a comprehensive quote personalised to your project.
It’s a good idea to get a comprehensive quote from at least three installers. However, each installer doesn’t have to come for a site visit. Many installers are happy to use the assessment from another installer’s site visit.
Usually within one working week of the in-depth property visit assessment

Choose installer and sign contract

Once you’ve chosen an installer and agreed a price, you’ll sign a contract with the installer.
It’s common practice for the installer to require 50%-75% of the payment before the work begins.

Home upgrades

If you need to add loft or cavity wall insulation to your home to become eligible for the Boiler Upgrade Scheme grant or the Home Energy Scotland grant, it should be done before, or during, the heat pump installation.

You can check the Great British Insulation Scheme website to find out if you’re eligible for free or cheaper insulation upgrades.
You will need to update your EPC (Energy Performance Certificate) to reflect the changes you’ve made and for your installer to claim the grant. You’ll need to book a separate EPC assessment for this. This can usually be done after your heat pump is installed, so that your EPC is completely up to date and includes your new heat pump as well as insulation upgrades. Some installers may prefer you to renew your EPC before they begin work, so they’re sure the grant can be claimed afterwards.
Variable

During the installation

Installing a heat pump usually takes between two and five days. This could be up to ten days for ground source heat pumps. The length of time depends on the complexity of the job and what additional home upgrades need to be made, such as upsizing radiators, installing a hot water cylinder and upgrading pipe work. You can find more information on this on our Will I need to do any extra work on my property? page.

While every installation process will be unique, your installer is likely to take the following steps:

Outdoor unit installation

If you’re getting an air source or air-to-air heat pump, the installer will begin by positioning the outdoor heat pump unit. 

If you’re getting a ground source heat pump, they’ll start by creating the necessary trenches or boreholes and lay the heat absorbing pipework. Your installer may contract specialists to do this part of the job.

They’ll also position the heat exchanger, new hot water cylinder and other indoor components, ready for plumbing in later on.

Remove your boiler and flush system

Your installer will remove your old boiler and hot water cylinder, if you have one. They’ll then flush your existing pipes and radiators to clean them out. If you need to replace any radiators or pipework this will also be done at the same time.

Plumb in the new heat pump

Once the boiler has been removed, any replacement components have been installed, and the system has been flushed, the new heat pump units will be plumbed in, connected to one another, and connected to the electricity supply. Many installers are not qualified electricians, so don’t be surprised if they get support from an electrician.

Install controls and configure system

The installer will then install your thermostats and other heating controls. They’ll also configure the heat pump, associated units and controls, as well as balancing your radiators.

Perform checks

After completing the heat pump installation, the installer will perform final checks to ensure everything is running correctly and at optimum efficiency.

After the installation

Handover

Once the installation has been completed, the installer will show you:
- how to use your new heating system, including tips for energy efficiency
- routine maintenance tasks to keep your system running smoothly, such as filter cleaning, checking refrigerant levels, and scheduling a yearly service
- your system's warranty coverage and provide you with relevant documentation
- contact details for any future support or service needs.

Home Energy Scotland grant claim or loan repayments

If you used the Home Energy Scotland grant then you’ll have to claim it after the installation. If you used a Home Energy Scotland loan your repayments will begin after installation. Find out more on the Home Energy Scotland website.

If you used the UK Government’s Boiler Upgrade Scheme, you won’t have to do anything. The installer will claim the grant from the UK Government and is paid the funds directly.

How to find the right installer?

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