Are heat pump problems usually caused by the heat pump itself?

Not always. Problems can also be caused by system design, sizing, controls, settings, installation issues or the wider heating system. Our role is to help identify what may actually be causing the problem.

Can a heat pump problem be diagnosed without a site visit?

In many cases, yes. Our Fix My Heat Pump service can review system information, settings, controls and the symptoms you're experiencing to help identify the likely cause and recommend the next steps.

Why is my heat pump running constantly?

Long running periods aren't always a sign of a fault. Heat pumps are designed to run differently from traditional boilers, but excessive or unusual operation can also indicate an issue with settings, sizing, insulation or system configuration.

Why isn't my heat pump heating my home properly?

Poor heating performance can be caused by several factors, including incorrect sizing, heat loss, flow temperatures, controls, radiator capacity or installation issues.

Can you work with my existing installer?

Yes. We regularly help homeowners whose heat pumps were installed by another company. If further work is required, we'll provide clear written instructions for your installer or, if needed, work directly with them to help resolve the issue.

Do heat pumps really work in the UK?

Yes. Cold climate doesn't stop a heat pump from working, modern systems are designed to run efficiently well below freezing and are used across colder parts of Europe and Scandinavia. Most problems homeowners run into come down to incorrect sizing, poor installation or settings that were never tuned properly for the property, not the technology itself.

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Privacy Policy

Last updated: 1 August 2026

Introduction

UK Heat Pump Help is committed to protecting your privacy and handling your personal information responsibly.

Heat pumps are still new to a lot of homeowners in the UK, and that gap in understanding gets exploited more often than it should. We kept hearing the same story: someone gets a new system installed, something feels off, and the installer insists everything's fine because admitting a mistake means admitting extra cost and liability.

This policy explains how we collect, use, store and protect personal information when you visit our website, contact us or use our services.

Our services include heat pump installations, heating and cooling system design, heat loss calculations, servicing, repairs, fault diagnosis, system optimisation and independent technical consultancy.

Information We Collect

Depending on your enquiry or the service provided, we may collect:

Your name, telephone number, email address and property address.
Information submitted through our website, telephone, email or WhatsApp.
Property plans, photographs, heating system specifications and installation details.
Information about heating controls, energy consumption and system performance.
Survey findings, technical reports and installation records.
Appointment, quotation, invoice and payment information.
Website usage and technical information, where permitted.

Your name, telephone number, email address and property address.
Information submitted through our website, telephone, email or WhatsApp.
Property plans, photographs, heating system specifications and installation details.
Information about heating controls, energy consumption and system performance.
Survey findings, technical reports and installation records.
Appointment, quotation, invoice and payment information.
Website usage and technical information, where permitted.

We may also receive information from installers, manufacturers, contractors or other third parties involved in your project.

How We Use Your Information

We use personal information to:

Respond to enquiries and prepare quotations.
Arrange surveys, appointments and installation work.
Prepare heat loss calculations and heating or cooling designs.
Install, commission, service and repair heating systems.
Provide remote fault diagnosis and technical advice.
Arrange materials, equipment and subcontractors.
Maintain service records and provide aftercare.
Process payments and fulfil accounting obligations.
Manage warranties, certification and regulatory requirements.
Improve our website and services.
Send marketing information where permitted by law.

Respond to enquiries and prepare quotations.
Arrange surveys, appointments and installation work.
Prepare heat loss calculations and heating or cooling designs.
Install, commission, service and repair heating systems.
Provide remote fault diagnosis and technical advice.
Arrange materials, equipment and subcontractors.
Maintain service records and provide aftercare.
Process payments and fulfil accounting obligations.
Manage warranties, certification and regulatory requirements.
Improve our website and services.
Send marketing information where permitted by law.

Legal Basis for Processing

We process personal information where necessary to:

Perform a contract or take steps requested before entering one.
Comply with legal obligations.
Pursue legitimate business interests, including responding to enquiries, managing our operations and providing customer support, where those interests are not overridden by your rights.
Act on your consent where required, including for certain marketing and tracking activities.

Perform a contract or take steps requested before entering one.
Comply with legal obligations.
Pursue legitimate business interests, including responding to enquiries, managing our operations and providing customer support, where those interests are not overridden by your rights.
Act on your consent where required, including for certain marketing and tracking activities.

Sharing Your Information

Where necessary, we may share relevant information with:

Heating equipment manufacturers and suppliers.
Installation engineers and approved subcontractors.
Technical consultants and specialist contractors.
Relevant certification, warranty or grant scheme administrators.
Payment providers, including Stripe.
Website hosting, communications and document storage providers, including Framer and Google services.
Professional advisers, insurers or regulatory bodies where appropriate.

Heating equipment manufacturers and suppliers.
Installation engineers and approved subcontractors.
Technical consultants and specialist contractors.
Relevant certification, warranty or grant scheme administrators.
Payment providers, including Stripe.
Website hosting, communications and document storage providers, including Framer and Google services.
Professional advisers, insurers or regulatory bodies where appropriate.

We share only information reasonably necessary for the relevant purpose.

We do not sell customer personal information.

Storage and Security

We take appropriate steps to protect personal information against unauthorised access, loss, disclosure or misuse.

Customer information may be stored using secure cloud-based systems and business software.

We hear the same stories again and again: a homeowner raises a concern, and the installer insists everything is working exactly as it should. Bills stay high, rooms never quite reach temperature, and no one will give a straight answer about why. Over time, that uncertainty becomes exhausting you start to wonder whether the problem is the system, the installer, or something you're missing entirely.

International Data Processing

We may access or process information while working remotely outside the UK. Some service providers may also process information internationally.

Where required, appropriate safeguards will be used to protect personal information transferred internationally.

How Long We Keep Information

We retain information only for as long as reasonably necessary.

Accounting and invoice records are normally retained for six years.

Project records, including designs, installation documents and servicing history, may be retained for six years or longer where reasonably necessary for warranties, certification, legal obligations or potential claims.

Information no longer required will be securely deleted or anonymised.

Your Rights

Subject to applicable UK data protection law, you may have the right to:

Access personal information we hold about you.
Request correction of inaccurate information.
Request deletion or restriction of your information.
Object to certain processing.
Request transfer of applicable information.
Withdraw consent where consent is the lawful basis.

Access personal information we hold about you.
Request correction of inaccurate information.
Request deletion or restriction of your information.
Object to certain processing.
Request transfer of applicable information.
Withdraw consent where consent is the lawful basis.

To make a request, contact hello@ukheatpumphelp.co.uk.

Data Protection Complaints

If you have a concern about how we handle personal information, please contact us by email.

We will acknowledge data protection complaints within 30 days, investigate them appropriately and explain the outcome without undue delay.

You may also complain to the Information Commissioner’s Office at www.ico.org.uk.

Cookies and Website Analytics

Our website may use cookies and similar technologies for essential functions, website analytics and advertising measurement.

Further information is provided in our Cookie Policy.

Updates

We may update this policy when our services, business operations or legal requirements change.

Business Information

UK Heat Pump Help is the trading name of Vomax Energy Ltd, which is the data controller for the purposes of this policy.

Registered in England and Wales.

Company number: 13821828.

Registered office: Observatory Cottage, Oak Road, Chappel, Colchester, CO6 2EH.

Email: hello@ukheatpumphelp.co.uk

Website: www.ukheatpumphelp.co.uk

Registered in England and Wales.

Company number: 13821828.

Registered office: Observatory Cottage, Oak Road, Chappel, Colchester, CO6 2EH.

Email: hello@ukheatpumphelp.co.uk

Website: www.ukheatpumphelp.co.uk

Not Sure Which Service You Need?

Whether you need help with an existing heat pump, a pre-installation review, cooling advice, servicing or a room-by-room heat loss survey, send us a few details and we'll point you in the right direction.