03 December 2024
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Heatly’s latest survey has revealed the most pressing issues facing heat pump installers. From customer misconceptions about heat pump technology to challenges with costs and system sizing, these insights highlight opportunities to improve processes and drive wider adoption of heat pumps.
Common Customer Misconceptions About Heat Pumps
We asked installers - ‘what are the main challenges and misconceptions surrounding heat pumps in 2024’.
Here are the survey's findings:
A major challenge faced by heat pump installers is managing customer expectations. Our survey revealed the top-3 most common misconceptions:
- ‘Heat pumps only work in newbuilds or highly insulated homes’ - 72.3%
- ‘Heat pumps are too expensive to run’ - 63.9%
- ‘Heat pumps don’t work in cold weather’ - 62.2%
These misconceptions create barriers to adoption and make it harder for installers to convince homeowners of the benefits of heat pumps. Noise concerns (48.7%) and myths around frequent maintenance needs (7.6%) also contribute to customer hesitation.
To address these often misguided views, the industry must focus on education and transparency. Installers can proactively debunk these myths by sharing data on performance in retrofitted homes, success stories of heat pumps in colder climates, and real cost comparisons between heat pumps and traditional systems like gas or oil boilers.
Heat Pump Costs Are A Barrier For Many Homeowners
The cost of heat pumps continues to be a significant hurdle, both for installers and customers. Many respondents highlighted that customers often have unrealistic expectations, comparing the upfront costs of heat pumps to cheaper alternatives like gas boilers. Rising installation costs, coupled with confusion about government grants and energy pricing, are exacerbating this issue.
Customers need clearer guidance on the long-term financial benefits of heat pumps, such as energy savings and reduced carbon emissions.
Leveraging financing options and ensuring transparent discussions about grants like the BUS can help bridge this gap.
Educating customers about the true value of heat pumps, beyond upfront costs, will play a pivotal role in accelerating adoption.
Heat Pump Sizing Challenges Impact Efficiency
One of the standout findings from the survey was that 54.2% of installers reported heat pumps are often oversized, while only 34.7% felt systems are sized correctly.
Oversized systems can lead to inefficiency, higher installation costs, and poor customer experiences. Conversely, underestimating system size, though less common (11%), can also result in performance issues.
Getting heat pump sizing right requires accurate heat loss calculations and thorough property assessments. Installers can benefit from improved training on design software and the use of reliable tools to calculate heat loss and system requirements. This is an area where further support from manufacturers and software providers could make a big difference.
Heat Loss Calculations Don’t Always Match Reality
Accurate heat loss calculations are essential for ensuring optimal performance, yet 36.1% of respondents said calculations sometimes fail to match real-world performance, with 20.2% reporting this happens often. This discrepancy is often due to variable property conditions, construction quality, and reliance on outdated or inaccurate data.
Investing time in more detailed property surveys, alongside using advanced tools for dynamic simulations, can improve accuracy. Additionally, installers shared that they often spend significant time correcting issues caused by poor initial calculations, highlighting the need for robust industry standards.
Space Constraints Add Complexity To Heat Pump Installations
Space limitations were another frequently cited challenge, especially in retrofitted homes. Installers reported difficulties in finding suitable locations for equipment like cylinders and buffers, particularly when homeowners are reluctant to dedicate space. Compact installation designs and innovative solutions, such as systems that minimise the need for additional components, could alleviate these concerns.
Addressing these challenges upfront during the consultation process can also help manage expectations and ensure smoother installations.
Improving Heat Pump Installer Training and Support
The survey highlighted a gap in training and workforce quality. Many respondents noted that while installers may have certifications, practical skills and design expertise are often lacking. This issue, compounded by a shortage of skilled labour, makes it harder to maintain high standards across the industry.
Upskilling the workforce through continuing professional development (CPD) and better on-the-job training can address these gaps. Establishing clearer career pathways and on-going cross-industry support will empower installers to deliver better results and improve customer satisfaction. Relationships with manufacturers, for example, can provide installers with access to free product training and additional technical support.
Collaboration Among Trades Is Essential
Effective collaboration among electricians, plumbers, and other trades was flagged as an ongoing challenge. Poor communication and a lack of shared standards can delay projects and create inefficiencies. Installers also expressed frustration with inconsistent quality among other trades, which impacts the overall success of heat pump installations.
Improving coordination through better documentation, training, and clear communication can reduce these issues. Encouraging all trades involved in heat pump installations to work towards shared best practices will ensure smoother, more efficient projects.
Final Thoughts on the Heat Pump Installer Survey
The insights from Heatly’s 2024 heat pump installer survey reveal a clear roadmap for improving industry practices. By addressing customer misconceptions, streamlining costs, enhancing training, and fostering better collaboration, we can make heat pumps a more accessible and attractive option for homeowners.
At Heatly, we’re committed to supporting installers by providing resources, tools, and training that make their jobs easier and help them deliver exceptional results. If you’re ready to transform your approach to heat pump installations, explore more of our insights and resources today.
To read the report in full visit: www.heatly.com/blog/heat-pump-installation-survey-2024
