Help for your air source heat pump

Help and support for your air source heat pump

Does ScottishPower have an air source heat pump tariff?
Where can I find details about my ScottishPower air source heat pump warranties?
How to make the most of your air source heat pump system
How to optimise your temperature settings
Where can I get help if I experience issues with my air source heat pump or the controls?

Does ScottishPower have an air source heat pump tariff?

Yes, we’ve developed our Heat Pump Saver tariff to power your heat pump at the cheaper rate of 15p per kWh between 11am and 4pm*, every day. Better still, you can boost your home’s sustainability with electricity that’s kinder to the planet as our tariff is backed by 100% green electricity^.

Learn more about our air source heat pump tariff here.

Where can I find details about my ScottishPower air source heat pump warranties?

As part of your air source heat pump installation with ScottishPower, you will have several warranties which provide long term reassurance if anything goes wrong. We’ll also carry out at least two annual services as part of your package with us.

If you have any queries regarding the installation or workmanship, you are covered by a two-year installer warranty. Simply call us on 0800 559 3313 if you would like to speak to us about your warranties.

You also have a seven-year manufacturer warranty, which is consistent across all the makes and models of air source heat pumps we work with. Should you have any issues with your air source heat pump or additional hardware, you can contact the manufacturer directly. Find out more below.

How to make the most of your air source heat pump system

Making minor adjustments to your air source heat pump settings is straightforward once you’re comfortable with its controls. We’ve made some suggestions below on how you can optimise it to run at the perfect level of comfort and efficiency below. However, it’s always worth checking the manufacturer’s instructions, or speaking with your installer if you’d like to make any significant changes.

If you don’t have a heat pump yet:

1. Location of outdoor unit:

Place the outdoor unit in a location with good air circulation. Avoid obstructing it with plants or other objects.
Ensure that the unit is not exposed to excessive sunlight or extreme weather conditions.
Our consultative design process will consider all these elements for you.

2. Sizing and installation:

Properly size your air source heat pump based on your home’s heating requirements. An oversized or undersized unit can lead to inefficiencies. Our design fully accounts for the uniqueness of your home to ensure the solution is the right one for your needs.
Our qualified installers ensure a correct installation. Proper refrigerant charge and system setup are crucial for efficiency and our experts will take care of all of this for you.

3. Smart controls:

These app based tools allow you to monitor and adjust your air source heat pump remotely. Some systems even learn your preferences and optimise performance for you. These vary from manufacturer to manufacturer, so we’ll provide more information on this when we’ve created your design for you.
Our installer will show you how to use your controls once the install has been completed so you can continue to make refinements to how the system works for you.

If you do have an air source heat pump:

1. Consider your electricity tariff and when you heat your hot water:

Optimising your peak use by the time of day alongside a Time of Use or smart tariff can help to save you money on your electricity bill. This means that you could access lower unit rates for electricity during defined periods.
If you’re able to be flexible with your heating and hot water settings, you can make the most of discounted electricity during the day, when electricity demand is generally lower and greener. Have a look at our Heat Pump Saver tariff for more information as this could save you money between 11am and 4pm every day.

2. Insulation and sealing:

Ensure that your home is well-insulated to minimise heat loss. Proper insulation reduces the load on the air source heat pump, allowing it to operate more efficiently.
Seal any gaps around doors, windows and other openings to prevent drafts and maintain a consistent indoor temperature.
It’s important however to continue to use the built in ventilation in windows and throughout the rest of your home to ensure fresh air can circulate.

3. Optimal thermostat settings:

Set your thermostat to an energy-efficient temperature. Lowering it slightly during colder months can significantly reduce energy use.
Consider using a programmable thermostat to adjust temperatures based on your daily schedule. Learn more about our air source heat pump tariff here.

4. Regular maintenance:

Schedule annual maintenance for your air source heat pump. A professional technician can clean filters, check refrigerant levels, and ensure optimal performance.
Keep the outdoor unit clear of debris, leaves, and snow to maintain proper airflow.
Our installations also come with two or three years of servicing, and you can also buy it directly if you used a different installer – learn more about our annual service plan here.

5. Use your heat pump settings consistently:

Your system will be designed to provide balance of comfort and cost. Try not to adjust settings too often as this will impact your energy use and mean the system may not be working optimally.
Try not to use additional heating systems (portable electric heaters etc) as this could falsely impact your home’s thermostat readings too.

6. Zoning:

Consider zoning your home to heat specific areas only when needed. This prevents unnecessary energy use. We’ll help with this through our design process.

7. Upgrade to a high-efficiency model:

Air source heat pumps aren’t a new technology, so if your current model is old (20 years or more), consider upgrading to a newer, more energy-efficient model.
Look for units with a high Coefficient of Performance (CoP), which indicates better efficiency.

How to optimise your temperature settings

1. Lower the flow temperature:

Most air source heat pumps operate best at lower flow temperatures. All systems have a design temperature which is a balance of comfort and efficiency. Often the flow temperature ranges between around 35°C to 50°C. This ensures efficient heat transfer without unnecessary energy use. But ensure you’re aware of the initial design specification before adjusting settings.

2. Use weather compensation:

Test enabling the weather compensation feature if your air source heat pump supports it. Weather compensation adjusts the flow temperature based on the outdoor temperature. Colder weather increases the required flow temperature, while warmer weather decreases it. By testing this over time, you’ll understand what’s work best for your specific needs.

3. Adjust thermostat settings gradually:

If you feel your home isn’t warm enough, increase the temperature by one or two degrees via your thermostat or smart control app. Wait approximately 24 hours to allow the air source heat pump to heat the entire house before making further adjustments.

4. Keep radiators on:

Avoid turning off radiators completely in unused rooms, but you can turn them down – like a more specific version of zoning. Internal walls can be poorly insulated, and turning off radiators can lead to adjacent rooms requiring more heating, reducing overall efficiency. Again, you can test this to understand what works best for you.

5. Set nighttime temperature:

If you prefer a cooler home at night, use your heating controls to set a time program. Lower the temperature during nighttime hours and raise it before you wake up.

6. Avoid turning off the air source heat pump completely:

Try not to turn off your air source heat pump completely. It can take several days to restore your home to a comfortable temperature if you’ve turned off the heating for an extended period. Additionally, running the air source heat pump at its least efficient level is not recommended, but many models have a ‘Holiday mode’ which can be managed through smart controls to help minimise use while you’re away, but be back to normal by the time you return.

7. Prevent overheating in summer:

Lower the thermostat setting during hot weather to prevent over-heating. The air source heat pump will only turn on when the outside temperature drops significantly.

Where can I get help if I experience issues with my air source heat pump or the controls?

We’ve provided some useful information sources from the leading manufacturers to help with the general operation of your air source heat pump.

Mitsubishi Ecodan

Contact: Ecodan Homeowner Helpline = 0161 866 6064

Opening Times: Mon - Fri: 08:00-17:00 Sat: 08:00 -12:00

https://les.mitsubishielectric.co.uk/contact-us

Online: https://les.mitsubishielectric.co.uk/homeowners/homeowner-welcome-pack

Media: Youtube: https://www.youtube.com/user/mitsubishielectric2

Daikin Altherma

Contact: Homeowner contact centre = 01932 879271 / customercentre@daikin.co.uk

Opening Times: Mon – Sat: 8am to 6pm (closed Christmas Day and New Year's Day) https://www.daikin.co.uk/en_gb/residential/contact-us.html#accordion-3ac0b9da21-item-b066c8eb09

Online: Daikin Altherma Air-to-water heat pumps | Daikin

Media: Youtube: https://www.youtube.com/@DaikinComfort

Panasonic Aquarea

Contact: Customer Service = 0808 2082115 Technical Service Support = 01707 378670

Opening times: Mon – Fri: 8.30am to 5pm

Online: https://www.aircon.panasonic.eu/GB_en/contact/ https://www.aircon.panasonic.eu/GB_en/ranges/aquarea/

Media: Youtube: https://www.youtube.com/@PanasonicAirCon

Samsung EHS

Contact: Customer Service = 0330 726 1022

Opening times: Mon – Fri: 8am – 6pm

Online: https://samsung-climatesolutions.com/en-gb/b2c.html

Vaillant aroTherm Plus

Call: Support Line = 0330 678 0878

Opening times Mon – Fri: 8am – 6pm. Sat: 9am – 12pm.

Online: https://professional.vaillant.co.uk/specifiers/products/renewable-systems/air-source-heat-pumps/

Media: Youtube: https://www.youtube.com/@VaillantUK

*These timings are based on Greenwich Mean Time (GMT). However, during British Summer Time (BST), the time periods will change on selected SMETS1 meters to reflect the new time zone. BST runs from the last Sunday in March to the last Sunday in October.

^ScottishPower will match 100% of your electricity consumption to renewable energy generated by the ScottishPower Group by matching every MWh of electricity consumed on this tariff with a Renewable Energy Guarantee of Origin (REGO) certificate sourced directly from the ScottishPower Group’s own renewables generation. For information on our Fuel Mix, government support and how electricity is physically distributed please visit scottishpower.co.uk/fuelmix.

Last updated: 14 October 2024