Heat pump repairs
Fault diagnosis and repair, priced out in the open.
Fault codes, poor heating, noisy units, frozen condensate — whoever installed the system. Published rates, hard caps, and a call before anything more gets spent.
Signs you need a repair
Heat pump not heating properly, or something's off.
A fault code on the display — often a pressure problem you’d never have spotted
Heat pump not heating
Unusually noisy or vibrating unit
Frozen or blocked condensate pipe
Not sure which of these applies? Call or WhatsApp and describe what you've noticed — most faults can be diagnosed on the first visit.
Rate card
Repair pricing, out in the open.
Almost nobody publishes repair rates. Here's exactly what a callout costs, with hard ceilings the meter bumps into — never charges stacked on top.
| Callout + first hour | £150 (£125 +VAT) |
| Thereafter, per 30 minutes | £51 (£42.50 +VAT) |
| Half-day cap (up to 4 hrs, all-in) | £360 (£300 +VAT) |
| Full-day cap (up to 8 hrs, all-in) | £660 (£550 +VAT) |
The meter stops when it hits the cap — you'll never pay more than £360 inc. VAT (£300 +VAT) for a half day or £660 inc. VAT (£550 +VAT) for a full day, whatever's found. All prices include VAT. Multi-day jobs restart at £150 inc. VAT (£125 +VAT), always pre-agreed first.
How it works
The meter has a ceiling.
- 01£150 inc. VAT covers the callout and the first hour — diagnosis included.
- 02£51 inc. VAT per half hour after that, and it stops at the cap.
- 03£360 half day, £660 full day, inc. VAT. Ceilings, not charges stacked on top.
Real jobs
From recent repair visits.
While we’re there
What we find, and what happens next.
Whatever can be put right on the visit gets put right on the visit. If it needs a part or materials, you get a price for those before anything goes ahead — and if we spot something different to what we were called out for, you’ll hear about that too.
A repair visit is booked for one thing, but we look at what’s around it — split lagging, corrosion staining, a filter that hasn’t been cleaned in years.
Before you ring
Four things that look like a fault — and aren’t.
It’s running and the heating is off
Most likely it is doing the hot water cycle — the heat pump runs to fill the cylinder whether or not the heating is on. It might also be running a defrost cycle.
There’s steam pouring off it
Quite normal in winter. It takes a small amount of heat from the house and runs it through the evaporator to clear any ice that has formed, and that can turn to steam — sometimes quite a plume. Perfectly normal operation.
There’s a pool of water underneath
Not normally a leak. It is usually condensate, especially in winter: as air is drawn through the evaporator the moisture condenses on the coils, forms droplets and drains away. There is a drain under the heat pump for exactly this, and on a properly installed system it is piped away or run to a soakaway.
Cold air is blowing out of the front
Perfectly normal. The unit is absorbing the heat out of the air it draws through, and that heat goes into the water that runs into your house. The air coming out the front has lost most of its heat, which is why it feels cold.
The question we ask first
Are you still getting heat and hot water?
In most cases the answer is yes, and the worry is the steam or the water underneath. A heat pump is a smart bit of kit — if there is a genuine leak or a real fault it will pick up a fault code and stop. So the first thing you would notice is no heat and no hot water. That is the point to call us.
No heat at all
Three things worth checking before you call us out.
Honestly, after these three it is our job. But they are quick, and any one of them can save you a callout charge.
- System pressure. Check it hasn’t dropped.
- The fuse board. Has the heat pump’s switch tripped?
- A power cut. Think about whether there has been one recently.
If you want to try resetting the unit, go ahead. You can’t break a heat pump by resetting it — if there is a genuine fault it simply won’t restart, and if it runs again you have saved yourself a callout.
Beyond that, the most useful thing you can do is remember how and when it stopped. That is the first thing we’ll ask, because it starts the diagnosis before we’ve arrived.
Care plans
Where a care plan actually shows up.
A plan doesn’t make a repair free — it takes a slice off every part of the bill above, and it moves you up the queue when the diary is full.
Essential
£18/month
The annual service paid monthly. No repair discounts — it is the service, spread over the year.
- Annual service: heat pump and hot water cylinder
- Full written photo report
- Standard booking
Plus
£24/month
Everything in Essential, and…
- Priority 2 booking, subject to availability
- 10% off your callout charge
- 10% off labour
- 10% off parts
- December cover — priority breakdown response, no seasonal uplift
Premier
£29/month
Everything in Plus, and…
- Priority 1 booking — same or next day, subject to availability
- 25% off your callout charge
- 15% off labour
- 20% off parts
- December cover — priority breakdown response, no seasonal uplift
Discounts apply to the published rates on this page. Parts and materials are charged as normal — the plan takes a percentage off, it doesn’t cover them.
December
December stays free for emergency callouts.
December is when heat pumps get leaned on hardest and when nobody can afford to wait. Routine services run January to November, so the December diary stays free for the systems that have actually stopped.
For non-members and Essential, a seasonal premium applies during December: £198 inc. VAT (£165 +VAT) for the callout and first hour, with labour billed at time-and-a-quarter.
Plus and Premier care plans don’t pay the December premium.
Standard rates, priority response, in the month it matters most.
Avoid the callout
Most repairs start where servicing stops.
Annual heat pump servicing catches the pressure loss and worn parts that turn into breakdowns, and picks up a system that was never commissioned properly in the first place — it's why mystery callouts are rare on systems serviced every year. If the fault turns out to be with radiators, controls or water quality rather than the heat pump itself, that's covered under heating system maintenance.
FAQs
Repairs, answered.
How does heat pump repair pricing work?
What if the repair takes more than one day?
Do you repair heat pumps you didn't install?
How quickly can you come out?
Do repairs cost more in December?
What are common heat pump faults?
Areas covered
Repairs across Gloucestershire, Herefordshire & Monmouthshire.
Don't see your area? Get in touch — it's worth asking.
Something not right with your heat pump?
Published rates, hard caps, no surprises — get in touch for a fast response.