EDF Heat Pumps Reviews 677

The new system heat pump has warmed my house at low cost.
The fitter who installed the system was excellent in his work

The lead time between paying the deposit and the installation being booked was unexpectedly long. However, once the installation team, led by James Stalker, had been in contact, the service was excellent. James and his team kept us informed and fully briefed us throughout the installation. The system is working well so we’re really pleased. Thank you!

I have been extremely disappointed with the service I’ve received following my heat pump being installed wrong. The contractor came and fitted it, all seemed fine until I realised it was not communicating with the thermostat and I couldn’t automate anything, I had to manually turn the thermostat into “override” and then the heating would come on, resulting in poor efficiency for the heat pump, and much higher bills for me. I spoke to Ideal Heating (manufacturer of my HP) as well, they sent an engineer out immediately who diagnosed the problem - the contractor had incorrectly installed some of the wiring , as well as the pipework. He rectified the wiring problem straight away. EDF were not particularly helpful about the issue. I didn’t get any apology, I was thanked for letting them know they’d installed it wrong and then fobbed off to someone else. The contractor then eventually came out again, agreed there was an issue but he had to come back the next day, so more time waiting around and sitting in the house. He then said the pipework was fixed. The following day, I’ve woken up to a house that is 14 degrees as he has now caused the same issue that Ideal rectified, where the heating isn’t working.

To say I’m fed up is an understatement, particularly after spending thousands, and getting such an awful service. The only people that have really helped is Ideal, who keep fixing the problems this guy creates. I went to EDF as I thought they were a trusted name, despite getting similar quotes elsewhere. Do not bother with EDF/CB.

Loved the fact that we had Sylvia as our go to contact if ever we had any questions, the flexibility with regard to sorting a separate radiator that we wanted changing and the quality of the job was really good. Only down side was being without heat for 2 nights, fortunately we own a B&B that wasn't booked!!!

five stars for customer service.with the EDF heat pump team. friendly helpful and ready for any questions .

I believe I was miss sold an EDF heat pump.

Thomas the salesman sold me the ‘system’ at a cost of £15000. However we can get you a grant of half that so it’s a great deal.

Turns out that was just for the actual pump!
The rest of the system we needed was a further £22,000!
Yes £22,000!

So in total my heating was going to be £37,000!!!

Which I could simply not believe and could not afford.

So attempted to get my £1500 deposit back and get a conventional system.
EDF refused as I had signed off the system??

As well as this. Several engineers have subsequently told me the system they designed with a 10kw pump was not sufficient to heat my home at all.

So not only was I miss sold to think I was paying £15000 for whole system. Not just a pump!
I now find out that the design that was done was not actually suitable!

I am so outraged by this I intend to take it further and let the public know what a scam this is!

I’ve also read many customers of EDF whose system does not produce enough power / heat to heat their homes / water properly!

UPDATE. MD CONTACTED ME TODAY.
I RECEIVED A REFUND OF MY DEPOSIT TODAY.

He explained that my complaint will be reviewed and any lessons learned applied going forward so that no one else experiences what I did.
He seems to think there were few miss understandings one being the quote for underfloor system was way above what it should be!
Really appreciate that he called and refund was actioned.

Great service Clayton Brown!
Well Done!
Thank you.

Now to find an affordable heating system.

The build up to the installation and the installation itself was very good but after nearly four weeks I am not sure it’s running as it should this could be teething issues..

Had a great team installing my heat pump on behalf of EDF (Mark & Darryl from Energy heat and power) into my property, very professional, worked clean and tidy, kept me informed of the plan for the week, at the point of the commissioning was shown how the heat pump works and where any faults could occur, very pleased with the outcome, pleased with purchase and finance agreement offered from EDF

UPDATE - Shortly after posting the below update last week I had a call to get an EDF engineer booked in to resolve the remaining issues, on Friday Ryan came and got everything sorted. It's frustrating that it took so long to get things sorted (including needing to post this review to get responses) but we got there in the end.

UPDATE - over 6 weeks on from my initial review:
I'm still waiting for these 3 remaining issues to be addressed. I've recently had the original installer out to address issues that had led to MCS failing the installation, but the 3 outstanding issues mentioned below still haven't been addressed. I was advised on the phone last week that they'd "look into this and get back to me", still waiting.

Over 6 months since installation, and the system still isn't working properly.

-----ORIGINAL REVIEW BELOW-----
Organising my installation with Phoebe (including separate 1st and 2nd fix dates) was straightforward and problem-free. Unfortunately, the issues began once the installation itself started.

EDF’s website states that installation “typically takes 3–5 working days.” My installation could not have been simpler: the property was empty, the old boiler and all radiators had already been removed, and the pipework had been pressure-tested for leaks. Despite this, the installation dragged on for 13 working days, for which there is no reasonable justification.

CB Heating uses “approved installers” (sub-contractors), and I was not impressed with the team assigned to my job. On day one they arrived around three hours late, and only one person turned up. I ended up helping him carry a 160kg heat pump into my house. Over the 13-day period there were several days when no one attended site at all. The subcontractor offered poor excuses, including claims that they could not work due to the electrics being off — despite my electrician only being on site for one of those 13 days.

During installation of a heated towel rail, the fitter failed to read the manufacturer’s instructions and drilled four holes instead of three into the tiled wall. Rather than being honest, he attempted to hide this by filling the unnecessary hole. He also damaged tiles around two of the other holes. Although this damage was eventually rectified, it was entirely avoidable had the installer followed the manual and used the correct drill bits.

When the fitters returned to re-hang the towel rail, the system was losing pressure. They initially claimed there must be a leak under the concrete floor and said it was not their responsibility as they were “working with existing pipework.” Only after I repeatedly questioned this did they check the loft, where they discovered that an air release valve on the buffer tank had stuck open.

Within a day of commissioning, we noticed the radiators were going cold around 2°C below the thermostat set temperature. The installer’s advice was simply to “turn the system off and on again,” which did not resolve the issue. Ultimately, I identified the root cause myself: two temperature sensors had been fitted to the wrong pipes.

One sensor (the primary flow sensor) was a quick fix that I resolved myself by unclipping and refitting it correctly. For the return flow sensor, I was informed by an EDF engineer over a month ago that it needs to be relocated in the loft. I am still waiting for confirmation of when this will be done — it is now nearly five months since installation.

The radiators were also never balanced, resulting in uneven heating across the house. Instead of correcting this, the installer told me, the customer, how to balance the system myself. I have since requested EDF attendance to address the following outstanding issues, and am still waiting for:

The return flow sensor to be relocated correctly

The buffer tank valve to be replaced (it is currently just capped)

The radiator system to be properly balanced to eliminate hot and cold areas of the house

I also had an extremely rude and abrupt phone call with a representative named Sarah shortly before Christmas. She repeatedly talked over me and appeared eager to end the call, stating that “you have heating and hot water so you’re ok for now.” I formally complained and requested that the call be reviewed (as it was recorded), but I have yet to receive any response.

Overall, this has been a very disappointing experience — particularly given that this is a £12k+ installation.

I found the entire experience to be smooth and trouble-free from start to finish. My sincere thanks to Phoebe Matthews for her ongoing support throughout the process. I would also like to extend my thanks to the wider team, including Neil Barrett, Jamie Ansell, Clayton, and Clare Browne. I would highly recommend EDF to family and friends.

EDF Heat Pumps engage contractors to install and then abandon the client. You might be lucky enough to get what you expected but you might get something quite different. There is no supervision of the contractor and if he hasn't been given a comprehensive brief you'll get what he wants to give you and not what you agreed with the design team. After 7 months I'm still waiting for problems to be resolved. They have admitted fault but have not done anything about it or sent a competent person to view and define a resolution plan.

Sadly after agreement of timing as we had dependencies, and paying the deposit we received poor service, with the administrative team refusing to provide any information on timings nor confirming that the installation date could still be met. Initially trying to blame me then the MD advised in writing was due to the person responsible for our area and not replaced yet. I thought they were a bigger company, EDF acquired CB Heating and seems they have issues, recommend to avoid.

We had an excellent experience from Stephen Hayward from EDF and the installation team of John Tutil and Dale who were outstanding throughout they worked continuously and kept us informed throughout they cleaned up afterwards and had everything explained to us on completion. We couldn’t praise them enough. We are very happy and the system is excellent. FIVE stars aren’t enough.

Great service from start to finish, bit of an older property so a bit “quirky” in places but EDF Heat Pumps and their installer Phoenix Heating & Renewables applied their expertise, experience and great customer care to get the job done to a very high standard. Really pleased with how it has all turned out and and just as importantly how well we were engaged with throughout.

Yes veey pleased with the system of heat pump znd solar this year we intend buying a storage battery. The heat pump is a "big lump" of kit but certainly does the job

The install team were an excellant team, they all had a good working knowledge of the heat pump. They kept me informed at every step of the install. All of the install pipework is neat tidy and cleaned on completion.
I was wary that the property would not get hot enough, however, the heat is better than when I had my gas boiler.
I would recommend this install team.

I recently had an EDF heat pump installed and I’m very impressed with its performance. It’s extremely efficient and has already made a noticeable difference. The customer service team was also very helpful throughout the process, answering all my questions and making everything straightforward. Overall, a great experience and a product I’d happily recommend.

Perfect from beginning to end. What an excellent pre, installation and post service second to none.I’d recommend them to anyone thinking of a Heat Pump
Installation

I found Ashley Kinrade to be very polite and friendly young man he did brilliant job on installation of my new heating system he was very patient and took his time explaining the system and how it worked and made sure I had all the correct information which I might need for future before he left and he went beyond by phoning me the next day make sure I was OK with the working of the new system and checking I was satisfied with how it was going he was a well trained member staff in customer care well done

The EDF Heat pump and CB Heating teams carried out a fantastic job on our Heat Pump, Cylinder and radiators on what proved to be a difficult house layout and during the week Storm Gorreti and snow struck. Ashley Kinrade, Chris (in particular who were stars) and the entire team were very professional, tidy, and communicated brilliantly through the implementation. We were guided through each step of the project an easy-to-follow manner with any potential issue highlighted beforehand, as a heads up although everything was sorted and the system went live a couple of days late due to it being during the week of the Storm. In addition, the tech team, surveys, admin and follow up was both professional, smooth with great communication with Stephen Hayward post implementation Jennifer Humphrey pre sales and Ramya Sahiladaran in the Ops team being stars.