Assessment to install a heat pump
I had Octopus assess my house for a heat pump. I was told the heat loss would be too great and that they could not help me (it's a small/med Victorian terrace with some energy efficiency improvements), and that I'd need a much bigger pump than they supply. It seems the system needed is pretty massive with two bulky units in the garden. They seemed to use a formulaic method to assess the house, which did not take into account existing or planned energy efficiency improvements. It would have been nice at least to receive a copy of their calculations. I'm told many / most heat pump installers over specify the size heat pump they need to install, to protect against potential claims of cold houses (which Octopus offer a guarantee against). I can understand this, but a more detailed discussion of heat loss, and size of installation would be useful. This has been a bit off-putting for someone who is keen to get a heat pump!
Reply from Octopus Energy
Hi Benedict,
My name is Laura and I am one of the Team Leaders here at Octopus Energy. Many thanks for leaving us some feedback on Trustpilot - it’s really useful in helping us improve our processes so we can provide the best customer service possible. We really appreciate all feedback, even if it is negative.
I have spoken to the Heat Pump team today regarding the issues you have faced, and they have advised that with proposed improvements such as improved double glazing the heat loss of the property is over 13kW - the largest coverage we currently offer is around 11kW. Unfortunately, our current offerings simply aren't enough to keep the property warm!
If you are still interested in getting a Heat Pump, 'Heat Geek' are a trusted partner of Octopus who offer more specialised installations and may be able to help further.
I hope this helps, and I apologise for any confusion you have felt around getting a Heat Pump installed.
Best wishes,
Laura
