EDF Heat Pumps Reviews 667

From our very first query and application for a heat pump system to EDF Energy right through to the final installation carried out by Enviro Heating & Plumbing, the entire process has been exemplary. Every step was handled with professionalism, clarity, and genuine care.

Stephen, Technical Support, communicated with us throughout the installation. He checked in regularly to ensure we were happy at every stage, explained what to expect, and followed up once the work was complete.

The teams involved were consistently patient, efficient, and highly effective. Communication was smooth and reassuring throughout, and any questions we had were answered promptly and helpfully.

When it came to the installation itself, the Enviro engineers were exceptional — skilled, courteous, and incredibly tidy. They worked with real attention to detail and left everything neat, clean, and perfectly finished.

It’s rare to encounter such a seamless experience from start to finish, and we’re absolutely delighted with both the service and the quality of the installation. We would not hesitate to recommend EDF Energy and Enviro Heating & Plumbing to anyone considering a heat pump system.

Everything worked efficiently from my initial enquiry through to the site visit and the installation of my heat pump. The contractor was friendly and considerate, ensuring that everything was cleaned and tidy at the end of each day‘s work. I feel that I made a very good decision in turning to EDF
for this project.

Proceed with caution

The sales people at CB Heating are great - but it falls off a cliff once you put down a deposit.

They use a ‘bait and switch’ approach to sizing your heat pump. We needed a big unit as we have a large house and the current 16kW unit was not doing what it needed to. They told us we would be fine with a 14kW unit. We were spun a yarn about how much more efficient it was, and how the app was so fantastic it would basically run itself. They had the age of our properly and the floor plan and even after we questioned this we were assured it was correct. So we paid a deposit for that amount. 4 weeks later we have a heat loss survey, 5 weeks after that (with me constantly chasing for the design doc) we get an invoice that it’s £2000 more than we’d agreed. It turns out we needed a 22kW unit due to the heat loss of our house. Now while I don’t disagree that we need a big unit, I was very annoyed to find that their recommendation was wildly unsuitable, that it would cost £2k more than agreed, and they never actually told us this, they just sent a bill. I also had to make calls and send several emails because they kept getting the final invoice wrong.

The install didn’t happen until 1st week Jan and it was chaotic. None of the items had arrived when the installer did (side note, the installer was excellent, we have no issue with him) and when things did arrive they were broken or incorrect. This caused delays and at least two days where the installer was unable to do any work. They had also not provided new thermostats, even after we’d repeatedly told them we didn’t have enough control over our heating and that the system we’d inherited with the house was antiquated. I had to fight for those to be included in the installation.

I complained about the poor customer experience and after chasing for a reply, I was told that their contract states that the installation can take ages, and I could have cancelled at any time after receiving a higher quote. From our first engagement with them to the design doc being provided was 14 weeks. We had told them that this was being done in conjunction with other work in our house so we had a strict deadline. There wasn’t much choice for us based on how much time we’d sunk with them. In my view they didn't take the complaint seriously or provide any sort of apology for the poor experience.

If you are about to use CB Heating for your upcoming heat pump, I’d think twice.

As part of our recent house refurbishment, we decided to move from a gas boiler to a heat pump to benefit from better energy efficiency, lower running costs, reduced carbon emissions, and to future-proof our home.

From the first visit, the whole process through EDF and their installation partner CB Heating was excellent. They carried out a detailed assessment of the property and designed a system tailored to our home, which gave us real confidence in the decision. What initially felt like a big and slightly daunting change was made easy because everything was explained clearly and we always knew what to expect.

Sylvia was our main point of contact throughout and she was fantastic — always in touch, keeping us in the loop with regular updates via phone and email, and making sure everything ran smoothly from start to finish.

The installation itself was completed last week in just three days, which was very impressive. Braydon Mayne was the installer and his work was professional, neat, and carried out to a very high standard with great attention to detail.

We are extremely happy with the end result and the overall experience from design through to completion.

I would highly recommend EDF and CB Heating to anyone considering upgrading to a heat pump.

If you're getting an ASHP, you are in excellent hands with CB Heating. My "A-Team" of Ramya, Daniel, and Michaela looked after me exceptionally well at every stage.

Ramya was phenomenal in managing the insulation and post-install work. Despite my complex renovations, she was incredibly organised, proactive, and stayed on top of every detail, from plumber coordination to grant paperwork.

Michaela was patient and thorough, spending months answering my technical and grant-related queries while I compared quotes.

Daniel, the heating engineer, provided a detailed design pack and expert consultation on radiator upgrades and drainage. As a mechanical engineer myself, his expertise gave me real confidence in the system design.

The experience was "handed over with a ribbon bow," rounded off by a lovely handwritten card from Ramya that came with a USB stick containing all my documents.

I’d highly recommend CB Heating to anyone.

What can I say about our installation team Qualis Energy?

We had a full air sourced heating system installed with a new heat pump, cylinder and radiators and they were the best team we have dealt with by far. Not only did they install the system on time and on budget, but they also tested and balanced the system specifically to our requirements. Not to mention they cleared, cleaned up as they went along and never left us without hot water.

Thanks James, Simon and Ryan for a job well done, highly recommend!😎👍

Our system was installed by Cieran Latham and Chris his co-worker. Their work was exemplary and they took great care to ensure everything was right. On completion, they explained the operation of the system very well. Our contact at EDF was Stephen Haywood who, I'm sure, was a very competent Co-ordinator.

Do not use. Trusted as I am Edf customer and they arranged solar panels. Air source sales person was very persuasive but the service after that was shocking. Date for install changed twice , they outsource to people not employed by them ( the second person that installed told me that when I asked why his van didn’t say Edf ). First installer was late , two radiators were wrong size and took over a week to arrange new ones. Complete mess made of walls and ugly pipe work and system was leaking. Took 12 ( yes 12 ) phone calls to get them to sort , I complained to Edf and then owner of heat pumps reached out spoke to me like I was an idiot buying a second hand car. Finally fixed but no compensation .

Received the solid support and design on the beginning. Paid and booked date to match extension schedule.
On the Installation day fitter turned up looked at the work and confirmed all is well only to disappear and say nothing. EDF decided that despite no apparent changes from design and since their design visit installation is not possible. Then changed their mind again . In meantime I spent extra money and removed the boiler to progress other works EDF was contract for. Few months later job was completed not without issues. Feedback from director was that because they didn't charge me extra there is no issue. If dates , agreed price and scope is important to you go elsewhere.

Quick update. Afte contacting aftercare there was no further communication. Definitely not great if there are problems to be solved.

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.