The Heat Geek Guarantee
Every Heat Geek installation comes with three promises. One of them is unlike anything else in the industry.
Why does the Guarantee exist?
The heat pump sector has a performance problem. Systems are designed to efficiency targets that are rarely verified after installation. There is no requirement for a heat pump to actually hit the figure it was designed for. Most homeowners have no way of knowing whether their system is performing as it should.
We think that is wrong. So we introduced the Heat Geek Guarantee: a written commitment that your system will perform at the overall efficiency we quote you, measured over 12 months, including both heating and hot water. If it does not, we fix it at our cost.*
The 3 Promises
Performance Guarantee
We guarantee your overall efficiency, which means the combined heating and hot water efficiency of your system, meets the level stated in your proposal. Any issues with our installations that cause them not to perform as quoted will be rectified by us, entirely at our expense.
Our engineers are proud of their work. We do not expect to be called on this often. But you can now go into your installation knowing the benefits you expect will be there for the long term.
Installation Guarantee
If anything prevents your installer from completing your job such as a personal matter, an unforeseen circumstance or a breakdown in communication, we will appoint another fully trained and verified Heat Geek installer to finish the work at no extra cost to you.
Other guarantee schemes may cover you if an installation company goes under. That might pay for someone to finish the job. It does not guarantee who will finish it, or how well.
Dedicated Account Manager
A UK-based account manager oversees your project from survey to sign-off. One person who knows your job and can be reached when questions come up. Not a call centre, not a ticket system.
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The Guarantee
You Choose Your Efficiency Target
Higher overall efficiency typically means lower bills but it can also mean a higher upfront installation cost. We are transparent about that trade-off and let you decide what is right for your home and budget. This is part of the right design for your home and lifestyle.
When we quote your installation, we state the overall efficiency your system is designed to achieve. That figure becomes the guarantee. Options typically range from 340% to 500% overall efficiency, depending on your home's design, your radiator system, your cylinder setup and what you want to spend.
300%
For every 1 unit of electricity, your system produces 3 units of heat. A well-designed system at this level still outperforms a modern gas boiler on running costs and carbon.
400%
A realistic target for a well-designed installation in a well-insulated home with an appropriately specified cylinder
500%
Achievable with the right home, the right system design and the right hot water setup. Our monitored installations regularly hit this.
Why Overall Efficiency and Not Heating SCOP
The heat pump industry uses a range of efficiency terms that mean different things and measure different things. SCOP (Seasonal Coefficient of Performance) is the most common but often companies only refer to heating when they state their figures and ignore hot water.
That matters because hot water demand can drag down the real-world efficiency of a heat pump system significantly. A system that looks good on Heating SCOP alone can look considerably less impressive once hot water is factored in.
Overall Efficiency is the combined heating and hot water efficiency of your system, calculated using the official MCS standard or measured over 12 months of real operation. It is the number that determines what you actually spend on fuel bills and how much carbon your home saves. It is the number we quote, and the number we guarantee.
How the Industry Currently Works and Why That Is Not Good Enough
The Boiler Upgrade Scheme requires heat pump systems to be designed to a minimum of 280% efficiency. That figure covers heating only. There is no requirement for the system to actually achieve that figure once installed.
MCS has no performance requirements at all.
The UK national heat pump performance average is 280%. The same number as the BUS design minimum. That is not a coincidence: when the only target is a design figure with no verification, performance clusters at the minimum.
All that is required of most installers is that they hold an insurance policy covering you if their company closes down. That insurance may pay for someone to come and finish your installation. It says nothing about how well it performs.
We do not think that is good enough. A performance guarantee should mean what it says.
How We Verify It
After installation, your heat pump transmits performance data every 15 minutes. We monitor overall efficiency continuously. If something is not right, we know.
Full performance verification runs over 12 months of real-world operation. That is the only honest way to measure a system that runs differently in December than it does in April.
What This Means for You
When you get a quote from Heat Geek, your quotation will include a stated overall efficiency target. That figure is chosen based on your home's heat loss calculation, your heating system design, and your hot water setup. It is the efficiency your installation is designed to achieve.
It is also the efficiency we guarantee.
If you want a higher guaranteed efficiency, the installation will cost more. If you want to keep upfront costs lower, the guaranteed efficiency will be set accordingly. You make that decision with full information.
Either way, the number on your quotation is the number your system will hit.
The Three Promises at a glance
A summary of what each guarantee covers and what you can expect.
| Promise | What it covers | What we commit to |
|---|---|---|
| Performance Guarantee | Heating and hot water efficiency combined | Your system hits its quoted overall efficiency over 12 months, or we fix it at our cost* |
| Installation Guarantee | Job completion regardless of circumstances | We appoint another Heat Geek installer to finish the work if your original installer cannot |
| Dedicated Account Manager | Project communication from start to finish | One UK-based person who knows your job, from survey to sign-off |
* Subject to the Terms & Conditions of your install. Your Guarantee remains valid as long as the system is operated as installed and settings have not been altered.
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