You said, we did

Many thanks to the 42 customers who responded with honest feedback and information about their experiences of air source heating during November.

We aim to use your feedback to improve our service for our customers. This will include providing more information for our customers, auditing the information already provided, and the method for providing this information.

It is worth noting of the 14 customers who didn’t have concerns 3 had previously experienced air source heating.

Air source heat pumps are known to be more efficient than a boiler. The system runs on electric so we'd expect to see electric cost rise but there would be no gas used to heat the house in exchange. Energy costs have seen an increase generally.

A top tip would be the system needs to be kept on at all times in order to work efficiently.



You said We did

Provide a link to information on the website to customers with air source heating when they move in.

The website has been updated and new customers are advised of this information during sign up.

Include video guides on the website.

Due to the number of different systems we install we'll provide a general overview of the best ways of using the systems and the general benefits they provide.

Provide a leaflet guide at tenancy sign up for how to use an air source heating system.

Instruction manuals are provided during sign up and customers are advised to contact our heating contractor if they would like 1-2-1 training on the settings.

Guidance to include how to use the control panel, thermostat and timer.

Customers can ring up to request a copy of the manual to be printed off the internet and posted if required.

Access to contractors trained to repair these systems.

Within the defects period any issue would be reported through the developer to the installer.

Aaron Services operatives are equipped to deal with this.

They have set up a dedicated renewable team who will respond to these repairs and undertake air source servicing.

Information on what to do if temperatures fall below freezing.

The systems have anti-freeze solution and frost protection built in.

The system will still function but will require extra electricity to work in abnormally cold conditions.

Information on how to use the system economically.

Air source heat pumps are known to be more efficient than a boiler.

Top tip - the system needs to be kept on at all times in order to work efficiently.