Can you service an air source heat pump installed by another company?

Changing installer does not prevent routine maintenance. We can take on an air source heat pump installed by another company, provided we can identify the equipment and access the parts of the system that need checking.

The first visit is about understanding what is already there. We record the heat pump model, controls, cylinder, emitters and any additional heating equipment. Previous service records, commissioning documents and fault codes are useful, but we can still begin with a system that has incomplete paperwork.

If the installation has unfamiliar controls or a non-standard layout, we explain how it operates before recommending changes. That matters because a heat pump can appear to be faulty when the issue is a setting, sensor, flow temperature or hot water programme.

What we check

• The outdoor unit, fan, coil, casing and airflow around the equipment.
• Electrical isolation, protective devices, wiring and visible signs of overheating or damage.
• Water pressure, filters, strainers, valves, pumps, expansion equipment and signs of leaks.
• Pipe insulation, condensate drainage and the route around the outdoor unit.
• Radiators, underfloor heating circuits and the balance between the heat pump and the property.
• Room controls, weather compensation, heating schedules and hot water settings.
• The hot water cylinder, immersion or backup heating arrangements where they form part of the system.
• Fault history, unusual noises, repeated defrosting and changes in heating or hot water performance.

A sealed refrigerant circuit is not opened as part of an ordinary visual and system service. If the symptoms point to a refrigerant fault or another specialist issue, we explain what needs investigating and whether a separate repair or manufacturer-level intervention is required.

If the installation has problems

A service is not a substitute for correcting an unsuitable installation. If we find poor pipe insulation, restricted airflow, incorrect controls, inadequate drainage or an electrical issue, we separate the immediate safety concern from the longer-term improvement.

You may only need a setting changed or a worn component replaced. In other cases, the system may need remedial work before it can operate properly. We explain the reason for each recommendation, the likely effect on the system and whether the work can be completed during the same visit.

We do not assume that every issue requires a replacement heat pump. We look at the evidence first, including the system’s operating history and the condition of connected heating equipment.

What happens if information or parts are missing?

Older installations do not always have a complete handover pack. Missing documents can make it harder to confirm the original design, settings or warranty conditions, so we identify that limitation rather than guessing.

Some equipment also needs manufacturer-specific software, access credentials or parts. If those are necessary, we tell you before proceeding. You may need to contact the original installer or manufacturer for information that is not available on site.

A service by another company can also interact with the manufacturer’s warranty terms. We cannot confirm those terms without seeing the relevant paperwork, so we recommend checking the warranty conditions where the installation is still covered.

How much disruption should you expect?

The heat pump may need to be isolated while electrical and hydraulic checks are carried out. That can interrupt heating or hot water temporarily. We explain this before starting and restore the system after the work where it is safe to do so.

We need access to the outdoor unit, indoor cylinder or hydraulic equipment, controls and consumer unit. Clear access helps us investigate the whole system rather than treating one visible symptom. We work around finished rooms carefully and leave the work area tidy.

What you receive afterwards

You receive a clear explanation of what we found, what we adjusted and what still needs attention. If repairs or improvement work are recommended, we provide a written quotation before that work starts, with no surprise charges.

That gives you a practical record of the system’s condition, even when the original installer is no longer available or you have recently moved into the property. We can then continue with planned maintenance or discuss the next stage if the equipment needs repair.