FAQs
We're here to help
Whether you’re just starting to explore heat pumps or you’re already comparing quotes, this FAQ covers the questions we’re asked most often — from technology and performance to noise, home suitability, grants and planning, installation day logistics, and aftercare. If you can’t find the answer you’re looking for, we’re happy to help — use our free online estimate tool, book a Home Design Consultation, or contact the team for personalised advice based on your property.
Technology
Do you offer hot water cylinders and controls?
Yes — we supply and install cylinders, smart controls and all system components as part of your heat pump installation. Everything is designed to work together efficiently, using correctly sized cylinders, integrated heating controls and reliable system monitoring. As independent installers, we choose the best components for your home, not one fixed manufacturer.
What is R290?
R290 (propane) is an ultra-low-carbon refrigerant used in modern heat pumps. It offers excellent cold-weather efficiency, supports higher flow temperatures and is future-proof under environmental regulations — helping make heat pumps cleaner and more efficient.
How are heat pumps better for the environment?
Heat pumps produce far fewer emissions, delivering 3–4x more heat than the electricity they use. They have no on-site combustion, lower overall energy use and long lifespans. As the UK grid continues to decarbonise, heat pumps automatically become even greener.
Acronyms explained
ASHP — Air Source Heat Pump (uses heat from the air)
GSHP — Ground Source Heat Pump (uses heat from the ground)
COP — Coefficient of Performance (efficiency score)
SCOP — Seasonal COP (year-round efficiency)
R290 — Propane refrigerant (low GWP)
UFH — Underfloor Heating (ideal for heat pumps)
GWP — Global Warming Potential (environmental impact)
Flow Temperature — Heating water temperature (lower = better efficiency)
MCS — Microgeneration Certification Scheme (quality standard)
SPF — Seasonal Performance Factor (real-world performance)
Performance
Will a heat pump really save me money?
Yes — a correctly designed system can reduce running costs, especially if you currently use oil, LPG or direct electric heating. Heat pumps deliver 3–4 units of heat per 1 unit of electricity, and savings improve with smart controls, good insulation and low flow temperatures. We design every system for maximum efficiency.
How much will I save vs a gas boiler?
Many homes find heat pumps cost similar or less to run than gas boilers, depending on insulation, tariffs and usage. Savings come from lower energy use, smarter controls and efficient low-temperature operation. We provide personalised running-cost estimates with every quote.
Will a heat pump keep my home warm?
Yes — when properly sized, a heat pump keeps your home warm in all weather. You’ll get steady, comfortable heat using accurate heat-loss calculations and the right radiators or underfloor heating. We ensure your system is sized for the coldest days of the year.
Can my heat pump cool my home?
Some models can provide cooling, depending on the system design. This may require fan coils, compatible underfloor heating or additional controls. If cooling matters to you, we can include it in your design.
Are larger heat pumps less efficient than smaller ones?
Not automatically — efficiency depends on correct sizing. Oversized systems can short-cycle; undersized systems may struggle in very cold weather. We calculate the ideal size for your home to ensure peak performance.
What if my system doesn’t meet the quoted efficiency?
If efficiency isn’t as expected, we’ll investigate and optimise. Causes can include incorrect settings, radiator imbalance or insulation issues. We provide full aftercare, servicing and system optimisation to ensure long-term performance.
Noise & Placement
Are heat pumps noisy?
Modern heat pumps are much quieter than people expect — typically 40–50 dB, similar to a fridge or quiet conversation. We minimise noise through careful placement, vibration pads, airflow clearance and night-time quiet modes.
What is an MCS 020 noise assessment?
It’s the official sound assessment for air source heat pumps to ensure installations meet UK noise regulations. It considers the heat pump’s sound power, distance to neighbours, reflective surfaces and night-time levels. Most installations must achieve 42 dB(A) or less at the neighbour’s boundary. We complete this assessment for every job.
What are the clearance or space requirements?
Clearances vary by model but typically include:
• 300–500 mm behind the unit
• 1–2 metres front airflow clearance
• Adequate side space
• A stable, level base or frame
Exact requirements are confirmed during your survey.
Can the heat pump be placed far from the property?
Yes — within limits. We consider pipe run length, heat loss, routing, electrical access and airflow. Sometimes we place the unit further away to reduce noise. We’ll advise the best location.
Can you mount my heat pump on a wall?
Yes, if the wall is strong enough. Wall mounting saves space and can improve airflow. It requires load-bearing brackets, vibration reduction and safe access for servicing. Ground stands are used if wall mounting isn’t suitable.
Home Suitability
What are the basic requirements for a heat pump?
Most UK homes are suitable. Key requirements include:
• Space for the outdoor unit
• Good insulation levels
• Radiators suitable for low-temperature heating
• Adequate electrical supply
• Space for a hot water cylinder (if required)
We confirm suitability during your home survey.
I don’t have mains gas — will this affect my installation?
No — in fact, homes using oil, LPG or direct electric often save the most. Quotes may vary depending on your existing hot water system and any electrical upgrades needed. We handle the full installation regardless of your current fuel.
Can you replace my oil boiler with a heat pump?
Yes — we frequently replace oil systems. Benefits include lower running costs, no more fuel deliveries, quieter operation and more consistent warmth. We can also remove or decommission your oil tank.
What insulation do I need?
Heat pumps perform best with good insulation, but your home doesn’t need to be perfect. Minimum recommendations include:
• Loft insulation ~270 mm
• Cavity wall insulation if applicable
• Reduced draughts
• Double glazing helps but isn’t essential
We assess insulation during your survey and advise on upgrades if needed.
Do I need to upgrade my radiators?
Possibly — it depends on your home’s heat loss. Upgrades may be needed if radiators are too small for low flow temperatures. We provide a full radiator assessment as part of your quote.
Can I have a heat pump with micro-bore pipework?
Often yes. Micro-bore pipework can restrict flow, but many homes only need partial upgrades. We check your layout during the survey and recommend the best approach.
Are heat pumps compatible with underfloor heating?
Yes — underfloor heating is ideal for heat pumps. We can integrate existing UFH, install new UFH systems, or create hybrid systems with radiators upstairs and UFH downstairs.
Property Type
If I live in a flat, can I still get a heat pump?
It depends on available space and building permissions. We look at balcony/roof placement, freeholder approval, access routes and MCS 020 noise rules. Ground-floor flats with gardens are usually the most straightforward. We can assess your flat and advise on feasibility.
Can I get a heat pump if I live on a canal boat or in a static home?
Canal boats: Standard ASHPs aren’t suitable as they require fixed outdoor placement and specific airflow clearances.
Static/Park homes: Often suitable. We consider structural strength, insulation, available space and electrical capacity. A free survey confirms suitability.
Renovations & EPC
I’m renovating or extending — what do I need to consider?
Renovations are a perfect time to install a heat pump. Consider future-proof radiator sizes, pipework upgrades, cylinder placement, energy efficiency improvements, underfloor heating and electrical capacity. If you're extending, we design the system to heat both the existing home and the new space.
My EPC is out of date — when should I update it for the BUS grant?
Update your EPC after any insulation work and before applying for the BUS grant. Requirements include:
• EPC under 10 years old
• No outstanding loft or cavity insulation recommendations
• MCS-compliant system design
We guide you through timing and paperwork.
Grants & Planning
What is the BUS grant and what are the requirements?
The Boiler Upgrade Scheme (BUS) provides £7,500 toward a heat pump installation in England and Wales. You must own the property, have an up-to-date EPC with no required insulation improvements, and use an MCS-certified installer. We apply for the grant on your behalf — the discount is deducted from your final invoice.
Do I need planning permission for a heat pump?
Most installations fall under permitted development, meaning planning permission isn’t needed if noise limits and placement rules are met. The outdoor unit must meet size, location and noise guidelines. We check all requirements during the design stage.
Can I get a heat pump in a conservation area?
Yes — but rules can be stricter. You may need planning permission, specific placement to preserve the building’s character, or a noise/visual impact assessment. We help with all planning guidance and applications if required.
I’m renting and not the homeowner — can you help?
Yes — with landlord permission. The property owner must approve the installation, provide grant information and support any EPC or planning requirements. We can liaise with both of you to make the process simple.
About Earth Nrg
How is Earth NRG different from other installers?
We take a design-first, quality-focused approach. Every system includes full heat-loss calculations, clean and professional installation, transparent pricing and independent product selection. Our dedicated aftercare team ensures long-term efficiency, comfort and reliability.
What area do you cover?
We’re based in Oakham, Rutland, and cover the East Midlands and nearby regions, including:
• Rutland
• Leicestershire
• Nottinghamshire
• Lincolnshire
• Northamptonshire
• Parts of Cambridgeshire & Warwickshire
If you’re unsure whether you’re within our area, just ask — we’re always happy to advise.
Will the Earth NRG installer be qualified and certified?
Yes — all installations are completed by qualified, accredited engineers. Our team holds MCS certification, plumbing/heating/electrical qualifications, manufacturer training and ongoing CPD. Your system is installed to the highest industry standards.
How many heat pumps do you install each year?
We install around 100 high-quality systems annually, allowing us to maintain exceptional design, installation and aftercare standards. This ensures every customer receives the time, detail and expertise they deserve.
Equipment
Which brands do you use, and why?
We typically install premium brands such as Vaillant and Stiebel Eltron. We choose equipment based on reliability, cold-weather performance, low noise, high efficiency and strong manufacturer support. We’re independent, so we always recommend the best system for your home.
What sets the heat pumps you use apart from others?
Our chosen systems offer:
• Low noise (MCS 020 compliant)
• Excellent winter efficiency
• Future-proof refrigerants (including R290)
• Smart controls and monitoring
• High SCOP values
• Long warranties and proven reliability
We avoid lower-cost units that may be noisier or less durable.
Other Systems
Can I get solar panels as part of my upgrade?
Yes — we work with trusted local partners who can integrate solar PV with your heat pump. Solar can significantly reduce running costs by offsetting electricity use. Let us know if you're considering it and we’ll design your system accordingly.
Can I install my heat pump with a battery?
Yes — batteries pair extremely well with heat pumps, especially with solar PV or smart tariffs. They allow you to store cheap or renewable electricity and use it to power your heating more efficiently.
Do you support vehicle-to-home electricity (V2H)?
Yes — where compatible. As V2H/V2G technology expands, we can design systems to work alongside supported EVs, chargers and energy setups. Once we know your EV and charger type, we’ll confirm suitability.
I already have an EV charger. Is there anything I need to do?
We’ll check your electrical capacity, consumer unit space and total load. Smart tariffs may benefit both your EV and heat pump. If you have or plan solar, we design everything to work together safely and efficiently.
Quotes, Design, & Costs
Quotes
Can I get a free quote? / Can I get a quote now?
Yes — you can request a free online estimate for suitability, running costs and likely installation requirements. If you want a fixed-price quote, a Home Design Consultation provides full heat-loss calculations and a detailed MCS-compliant design.
I’m getting a 500 error when trying to get an estimate — what should I do?
This is usually a temporary technical issue. Refresh the page, try an incognito window or contact us — we can generate the estimate manually.
I get an error when I enter my postcode or the property info is wrong.
This happens if the national property database has outdated information. Contact us and we’ll correct it manually. All properties are individually reviewed during the design stage anyway.
How do you estimate the cost of an upgrade from my address?
We use publicly available EPC data, typical heat-loss values for similar homes, property size/age and your current heating system. This provides a realistic early estimate before your detailed design.
My quote says my heat loss is too high — what does that mean?
It means publicly available data suggests your home may need more heat than a standard unit can provide. This is often due to outdated EPC info or unusual property shapes. It doesn’t rule you out — we simply need a manual heat-loss survey, which often confirms suitability.
Can I ask for advice about heat pumps before booking?
Absolutely. You can contact us for independent advice, read our website guides or book a Design Consultation when ready. No pressure — just clear, expert guidance.
Home Design Consultation
Why do I need a Design Consultation?
A heat pump must be precisely engineered. The Consultation includes room-by-room heat loss, radiator sizing, cylinder design, MCS compliance, noise assessment and all paperwork required for the BUS grant — giving you a fixed-price quote you can rely on.
Why pay for a Design Consultation when boiler quotes are free?
A boiler is a simple swap. A heat pump is a full home heating redesign. Your fee covers the engineering work: heat-loss modelling, system schematics, component selection, acoustic checks and a detailed design report you own.
What do I need to prepare?
Just ensure rooms are accessible and let us know about any planned renovations. EPCs or building plans are helpful if you have them — we handle everything else.
What happens after I book?
You’ll receive a confirmed appointment, a visit from a qualified designer, a full property assessment and a follow-up presentation explaining the recommended system, running costs and grant details.
What report do I get after the Consultation?
You receive a full MCS-compliant Home Heating Design Report, including heat loss figures, recommended heat pump size, radiator list, cylinder and pipework design, acoustic assessment, BUS eligibility and a fixed-price quote.
Costs & Payment
How much does a ZeroDisrupt installation cost?
Costs vary based on property size, required radiator upgrades, cylinder needs, pipework changes and access. Your fixed-price quote outlines everything clearly with no hidden extras.
Is the Design Consultation fee deducted from my final bill?
Yes — in most cases it’s fully deducted if you proceed with the installation.
Do you offer finance?
Yes — we work with finance partners who provide flexible payment options. Availability is shown at the quote stage.
When do I make payment?
Payments are staged: a deposit to secure the installation date and the final balance on completion.
Can I cancel after paying a deposit?
Yes — but cancellation terms may apply depending on timing. All terms are clearly stated in your contract.
Logistics, Preparation, & Installation Day
Logistics
Do you install heat pumps yourselves?
Yes — all installations are completed by Earth Nrg’s own qualified engineers. We do not subcontract core work, ensuring consistent quality and full MCS compliance.
What are your installation lead times?
Typically:
• 2–4 weeks during quieter periods
• 4–8 weeks in peak seasons
If you have a deadline, we’ll do our best to accommodate it.
How long does installation take?
A standard installation takes 4–6 days, including commissioning. Larger or more complex homes may take slightly longer.
When will I receive my design proposal?
Usually within 3–5 working days after your Design Consultation.
What if my proposal doesn’t look right?
Just contact us — we’ll review and update anything that needs clarification. We want your design to be accurate and clear before you proceed.
Preparation
Do you remove my old boiler?
Yes — we remove your existing boiler and any tanks, flues or redundant pipework as needed.
What do I need to clear before installation?
Ensure we can access:
• Your boiler/cylinder area
• Any radiators being replaced
• The outdoor unit location
• A small working area for equipment
We confirm exact locations during your survey.
Do you need parking?
Yes — nearby parking helps with unloading tools and equipment. If parking is limited, let us know in advance.
What are the electrical requirements?
You’ll need a dedicated supply, suitable consumer unit and RCD protection. If upgrades are required, we’ll identify and arrange them.
Installation Day
Do I need to be home?
Not all day — but we need access at the start of the installation and again for commissioning and handover on the final day.
Will power be needed?
Yes — standard power is required. Any temporary interruptions are brief and planned with you.
Will I have heating and hot water during installation?
There may be short interruptions (usually a few hours). Most customers have less than a day without heat/hot water in total.
How much mess should I expect?
We work cleanly, using dust sheets and regular tidy-ups. Some drilling and pipework is unavoidable, but disruption is kept minimal.
What about children and pets?
For safety, we recommend keeping them away from work areas due to tools, open doors and occasional noise.
What if vulnerable people live in my home?
Tell us in advance — we can adjust scheduling, maintain temporary heating and minimise disruption.
Do engineers need internet access?
Briefly, yes — for commissioning, registration and software updates. If Wi-Fi isn’t available, we can hotspot.
Who commissions the system?
An MCS-certified Earth Nrg engineer commissions every system, ensuring correct settings, safe operation and full warranty registration.
Handover, Warranty, & Servicing
Handover
What happens after installation?
We complete a full handover, including:
• How to use your controls
• How to adjust schedules
• Hot water settings
• MCS certificate and BUS paperwork
• Warranty registration
We’re always available for follow-up questions.
Can I monitor my system?
Yes — most heat pumps include app-based monitoring where you can view usage, temperatures, efficiency and alerts.
What is myVAILLANT Connect?
For Vaillant systems, this provides real-time visibility of your heat pump, allowing you to adjust temperatures, view efficiency, monitor usage and share data with us for remote support.
Should I get a smart thermostat?
Not always — heat pumps work best with manufacturer controls using weather compensation. Many third-party thermostats override these features. We’ll recommend the best option for your system.
Warranty
Is the installation guaranteed?
Yes — our workmanship is guaranteed for your peace of mind.
What is the equipment warranty?
Most heat pumps come with a 7-year manufacturer warranty when installed and registered correctly. Some models offer extended options.
What does the warranty cover?
Typically: All major components, electronics, sensors and labour. It excludes misuse, external plumbing failures, electrical surges and lack of maintenance.
Can I extend the warranty?
Yes — many manufacturers offer extended warranties up to 10 years with annual servicing.
How do I make a warranty claim?
Contact us directly — we diagnose, liaise with the manufacturer and arrange parts and repairs. You won’t need to handle this yourself.
I’m moving home — what do I do about the warranty?
Heat pump warranties usually transfer to the new owner. We recommend passing on the handover pack, service history and installer details. Let us know and we’ll help with the transfer.
Servicing & Issues
Are there maintenance requirements?
Yes — annual servicing keeps your system efficient and protects your warranty. This includes checking filters, refrigerant levels, sensors, glycol (if used) and overall performance.
Who can service my heat pump?
We provide full servicing and maintenance for all systems we install, following manufacturer and MCS guidelines.
What if something goes wrong?
Contact us — we’re your first point of support. Many issues can be diagnosed remotely using system monitoring. If a visit is needed, our engineers will attend and coordinate with the manufacturer if required.
Air Conditioning
Air Conditioning
Do I need planning permission for air conditioning in the UK?
In most cases, no, you do not need planning permission for domestic air conditioning. Most installations fall under Permitted Development Rights. However, exceptions apply if you live in a listed building, a conservation area, or if the external unit is particularly large or placed close to a neighbour’s boundary.
How much does air conditioning installation cost in the UK?
The average cost for a professional air conditioning installation in 2026 typically ranges from £1,750 to £2,750 for a single-room split system. This price includes the unit, labour, and materials. Multi-split systems for an entire house can range from £4,500 to £10,000+ depending on the number of rooms and complexity.
Is air conditioning expensive to run in the UK?
Modern air conditioning is highly efficient. A standard 2.5kW unit costs approximately 10p to 15p per hour to run, based on current UK energy caps. Because they use heat pump technology, they are far cheaper to run than traditional electric heaters or portable "plug-in" AC units.
Can air conditioning also heat my home?
Yes. Most modern "split systems" installed in the UK are air-to-air heat pumps. They feature a reversing valve that allows them to provide energy-efficient heating in the winter and cooling in the summer, making them a year-round climate solution.
What is a "Split System" air conditioner?
A split system consists of two main parts: an indoor unit (which delivers cool or warm air) and an outdoor condenser (which rejects heat). They are connected by copper piping and electrical cables. This "split" design keeps the noisy mechanical components outside, making the indoor operation whisper-quiet.
How often should air conditioning be serviced?
You should have your air conditioning serviced once a year. Annual maintenance ensures the system remains energy efficient, prevents refrigerant leaks, and keeps your manufacturer's warranty valid. In commercial settings with high usage, six-monthly servicing is often recommended.
What size air conditioner do I need for my room?
Air conditioning capacity in the UK is primarily rated in kW (kilowatts), which corresponds to its BTU (British Thermal Units) output. Choosing the right size ensures efficiency and prevents the unit from overworking.
As a general rule of thumb for standard UK ceiling heights:
Small bedroom (up to 12m²): 2.0kW – 2.5kW (approx. 7,000 – 9,000 BTU)
Medium living room (up to 25m²): 3.5kW (approx. 12,000 BTU)
Large open-plan area (up to 40m²): 5.0kW (approx. 18,000 BTU)
Very large spaces (50m²+): 7.1kW+ (approx. 24,000 BTU+)
Note: Factors like large south-facing windows, high ceilings, or heavy insulation may require a slightly more powerful unit. Our site survey includes a full heat-load calculation to get this exactly right for you.
What is an F-Gas certificate and why is it required?
By law in the UK, anyone installing or servicing air conditioning must be F-Gas certified. This ensures that the fluorinated gases (refrigerants) are handled safely to prevent environmental damage. Never hire an uncertified installer, as it is illegal and will void your insurance.
How long does it take to install air conditioning?
A standard back-to-back installation for a single-split system usually takes one working day (4–8 hours). More complex installations involving long pipe runs or multi-split systems can take 2 to 3 days.
Does air conditioning add value to a UK house?
Yes. Recent UK property market data suggests that professional air conditioning can add up to £5,000 – £6,000 to a home's value. It is increasingly seen as a "must-have" feature for buyers, particularly for south-facing properties and home offices.
Are air conditioning units noisy?
Modern indoor units are incredibly quiet, often operating at sound levels as low as 19dB – 21dB, which is quieter than a whisper. Outdoor units are louder (approx. 45dB–55dB) but are designed to be placed away from bedroom windows to minimize disturbance.
What is a "Multi-Split" air conditioning system?
A multi-split system allows you to connect up to five indoor units to a single outdoor condenser. This is the best solution for cooling multiple bedrooms or an entire house without cluttering your exterior walls with multiple outdoor units.
What are SEER and SCOP ratings?
SEER (Seasonal Energy Efficiency Ratio): Measures cooling efficiency.
SCOP (Seasonal Coefficient of Performance): Measures heating efficiency.
In the UK, you should look for units with an A++ or A+++ rating to ensure the lowest possible electricity bills.
Where is the best place to mount an air conditioning unit?
For maximum efficiency, the indoor unit should be mounted high on a wall with clear space around it for airflow. Avoid placing it directly above a TV or radiator. The outdoor unit should be in a well-ventilated area, preferably on a north or east-facing wall out of direct midday sun.
Where is the best place to mount an air conditioning unit?
For maximum efficiency, the indoor unit should be mounted high on a wall with clear space around it for airflow. Avoid placing it directly above a TV or radiator. The outdoor unit should be in a well-ventilated area, preferably on a north or east-facing wall out of direct midday sun.
Do I need to top up the "gas" (refrigerant) every year?
No. Air conditioning is a sealed system. If you need a "regas," it means there is a leak that must be repaired. Routine servicing involves cleaning filters and coils, not adding refrigerant.
Can I install air conditioning myself?
No. While you can buy the units, it is illegal in the UK to connect the refrigerant pipes and "commission" the system without F-Gas certification. DIY installation can lead to heavy fines, equipment failure, and environmental harm.
How long do air conditioning units last?
A well-maintained, high-quality air conditioning system (like Daikin, Mitsubishi, or Samsung) typically lasts 12 to 15 years. Regular annual servicing is the single biggest factor in extending the lifespan of your unit.
Does air conditioning help with allergies and hay fever?
Yes, they can. Modern AC units contain advanced filtration systems that trap pollen, dust, and allergens. Many units now include "ionizing" technology or "Plasma Quad" filters that can even neutralize viruses and bacteria in the air.
What is the "Boiler Upgrade Scheme" (BUS) for air conditioning?
Currently, most "cooling-only" air conditioning does not qualify for the Boiler Upgrade Scheme. However, some air-to-air heat pumps (which can be the primary heating source) may qualify for 0% VAT on installation, potentially saving you hundreds of pounds.
Additional FAQs
Do heat pumps work in very cold weather?
Yes — modern systems are designed to perform efficiently even below freezing.
Will a heat pump work in an old or period property?
Yes — older homes can be excellent candidates. We design the system around your insulation and radiator sizes.
Do heat pumps increase electricity bills?
Your electricity use will rise, but your gas/oil bill disappears. Overall running costs are typically similar or lower.
Is my home too old, big or small for a heat pump?
Almost all homes can have a heat pump. We tailor the design to your property.
How long do heat pumps last?
Typically 15–20+ years with regular servicing.
Can a heat pump run on radiators alone?
Yes — as long as radiators are correctly sized.
What flow temperature will my system run at?
Most operate between 35–50°C. Lower temperatures = higher efficiency.
Does a heat pump increase home value?
Increasingly yes — due to lower running costs and modern low-carbon heating.
Is frost protection automatic?
Yes — all modern systems include automatic frost protection.
Can I use Economy 7 or off-peak tariffs?
Yes — many households use smart/off-peak tariffs to reduce running costs.
How do I get started?
Choose one of three easy options:
• Use our free online estimate tool
• Book a Design Consultation
• Contact Earth NRG for personalised advice
We’ll guide you through every step.
