Frequently Asked Questions

We're not employees or exclusive agents of any manufacturer. We specify equipment based on technical merit and your requirements, not on commission structures or manufacturer agreements. This means:

• We'll recommend the most appropriate technology for your application, not what a manufacturer wants to sell
• We source from multiple suppliers to get the best value and lead times
• Our designs aren't constrained by proprietary system limitations
• We can work with your preferred equipment where technically viable

We take on projects across sectors. While our expertise is heavily weighted toward commercial and institutional buildings, we do work on residential projects where the technical challenge is interesting or the energy situation is complex. If you're unsure whether we'd be the right fit, contact us and we'll advise honestly.

We operate across the UK. For installations, we typically work within a reasonable travel distance but will consider projects nationally depending on complexity and duration. Remote consulting and design work is available anywhere.

The Boiler Upgrade Scheme (BUS) is the current government grant for low-carbon heating in England and Wales, running until 2030. Grant levels as of July 2026:

• £7,500 — air-to-water or ground/water source heat pump
• £9,000 — temporary uplift for properties currently heated by oil or LPG (off gas grid), for installations from 21 July 2026 to 31 March 2027
• £5,000 — biomass boiler (rural, off gas grid properties only)
• £2,500 — air-to-air heat pump or heat battery, only where the property is currently heated entirely by direct electric heating (added April 2026; note that at the time of writing no air-to-air products are yet listed on the MCS product directory, so vouchers cannot yet be issued in practice)

Eligibility basics: the property must be in England or Wales and currently heated by fossil fuel or direct electric; the heat pump must fully replace the existing system (hybrids are not eligible); and the installation must be carried out by an MCS-certified installer. The old requirement to clear EPC insulation recommendations first has been removed.

How to apply: you don't apply yourself. Your MCS installer (that's us) applies for the voucher and deducts the grant from your quote — you only ever pay the net price. Heat pump installations also carry 0% VAT until 31 March 2027.

The grant covers the heat pump and core installation, but not associated works such as radiator upgrades or a new hot water cylinder — we'll always itemise those separately in a quote so there are no surprises.

MCS (Microgeneration Certification Scheme) certification is required for installations to qualify for certain government incentives (historically RHI, currently relevant for Smart Export Guarantee). For commercial projects not seeking export payments, MCS certification isn't legally required but we still follow MCS standards where applicable because they represent good practice.

Our work meets or exceeds MCS standards regardless of whether MCS certification is specifically required for your project.

This is one of the most common challenges we encounter. We have several strategies:

• Load management: Smart systems that distribute available power dynamically across multiple loads (chargers, HVAC, etc.)
• Phased approach: Install what you can now, design for future expansion when supply is upgraded
• Energy storage: Batteries that charge during off-peak and supply during peak, reducing maximum demand
• DNO engagement: We handle applications for supply upgrades, which can sometimes be achieved with minimal infrastructure work

Yes. We offer comprehensive maintenance packages that include regular inspections, performance monitoring, and responsive repair. We also provide remote monitoring for systems we install, with alerts for faults or performance degradation. See our maintenance services page for details.

We provide detailed quotes after an initial site survey and requirements discussion. Our quotes include:

• Technical specification of all equipment and works
• Itemised pricing
• Installation programme
• Performance projections with assumptions clearly stated
• Warranty and aftercare details

We don't do vague estimates. You'll know exactly what you're getting and what it costs before we start.

Not every project needs to have a financial payback. Some projects are driven by:

• Regulatory compliance (MEES, building regulations)
• Corporate social responsibility commitments
• Energy security and resilience (backup power, grid independence)
• Tenant requirements or lease obligations
• Strategic positioning for future regulation

We'll give you an honest assessment of whether a project makes financial sense, but we also help you understand the broader value proposition when the payback isn't straightforward.

Yes — this is actually a significant part of our business. We regularly undertake:

• Assessment and rectification: Surveying poorly designed or installed systems and providing remediation plans
• Performance optimization: Getting better performance from existing systems that aren't delivering as expected
• Expert witness: Providing technical assessments for disputes, insurance claims, or regulatory matters
• ECO4 remediation: Addressing issues with poorly installed government-subsidized measures

If you've had a bad experience with a previous installer, we'll give you an honest assessment of what's wrong and what it would take to fix it. No sugar-coating, no blame-shaming — just practical engineering advice.

• Public Liability: £5,000,000
• Employers' Liability: £10,000,000
• Professional Indemnity: £1,000,000
• Contractors All Risks: As required per project

All policies are underwritten by Zurich Insurance Company. Certificates available on request.

We take complaints seriously. Our process is:

1. Contact us directly — most issues can be resolved quickly through direct discussion
2. If unresolved, our formal complaints procedure kicks in with a nominated Complaints Handler
3. For domestic customers, if we can't reach a resolution, HIES (Heat It Easy Scheme) provides independent adjudication

We're TrustMark registered, which requires us to have robust complaints procedures. We'd rather resolve things directly than escalate, but the option is there.