EDF Heat Pumps Reviews 674

Many thanks to EDF Heat Pumps.
An extraordinary complex operation which was undertaken with great skill. We had constant contact and care from Sylvia and Samantha at EDF (C.B.Heating) who answered all our questions. Obviously it was a very worrying time because it was a new heating system for us. Matt and his team worked all day for a number of days to install the heat pump, renew some radiators and make sure every thing was working well. The house was left clean, the outside perfect and the kindness of everyone made us relax during at a time of worry and tension because we did not know whether the system would work. The result is a warm and cosy home, low energy output and helping the environment. Out with the gas boiler, gas connection and now with solar panels we are totally electric. No tank in the loft now giving us more space and a simple thermostat to control everything.
Now we go to bed and get up and the house is warm and the hot water (lots of it - we have showers often working at the same time when the house is full) is a perfect temperature without scalding anyone. We have young grandchildren who often stay and the system feels far safer and the radiators a perfect temperature.
We should have done this years ago!
I should also like to thank HM Government for the heat pump grant!😀
PS We had a problem with our water softener and a leak from under the sink all sorted very quickly. Arrived 8am and also follow up from EDF (CB Heating) to see we were OK! Full marks
Thank you

Overall very happy. Everyone was very supportive & answered questions in a timely way. Managed getting our government grant very well.

A huge thank you to CB Heating for their outstanding after-care service. I recently had a manufacturer issue with my system, and even though it wasn’t their fault, they never turned me away. They worked with me and the manufacturer from start to finish to get everything resolved. You learn a lot about a company from how they handle problems, not just when things go smoothly and CB Heating proved their quality.

A special mention to Connor in the office, who genuinely cares about getting issues sorted quickly and Nadeed who is a brilliant installer and always to give a great service.

We have had a genuinely alarming experience with this company. The heat pump installation they carried out is unsafe. A qualified electrician has confirmed that there is no supplementary earth bonding on the hot water cylinder, which is a basic safety requirement under wiring regulations. The tank has also been installed at an angle, the external pipework is poorly done, and the overall workmanship raises serious concerns.

On top of that, our attic was left in a terrible state. The insulation has been ripped apart so it no longer insulates properly, and materials we had bought for future use were cut up and used without our permission.

To make matters worse, the immersion heater was left on after installation and has now been running for over two weeks, with no explanation from anyone. This will result in a large and completely unnecessary electricity bill, and every time we’ve asked about it, we’ve been ignored.

Communication from the company has been almost non-existent. We emailed a manager last week with a full list of the faults and safety concerns and have still not received any reply. We are posting this review because the company appears to respond to public reviews, whereas our direct attempts to resolve these issues have been repeatedly ignored or met with unhelpful responses.

We are now left with an unsafe system, property damage, unnecessary costs, and no support or accountability from the company. We will now be escalating this to the complaints team and relevant regulatory bodies.

Based on our experience, I would strongly advise others to avoid this company.

UPDATE: After posting this review, an engineer was finally sent out and he confirmed every issue we raised, including the safety concerns. He stated that the manager would be back in touch urgently. That was seven days ago, and we have still not heard a single word. Our formal complaint was submitted eight days ago and has not even been acknowledged. Despite the confirmed safety faults, the property damage, and the ongoing costs we are incurring, the company has taken absolutely no action. This level of neglect is unacceptable, and we are now escalating the matter to the relevant regulatory bodies.

From my initial enquiry to receiving my final documentation and a handwritten thank you note from Phoebe , my journey with CB Heating couldn’t have been better.
Everyone I have spoken to has been polite, friendly and efficient in dealing with the considerable admin involved in the process of installing a heat pump- thank you to everyone involved in my project .
With no delays other than could be reasonably expected , the result is a well designed system providing plenty of heat and hot water from a heat pump I can barely hear running .
Installed by my local experienced heating company , it is performing well in the recent negative temperatures and my home is warmer and more comfortable than last winter - radiator upgrades were expected and required .

The inside workings for the pump were much larger than on the plan. We’ve had to retrofit a utility room around them and wasted a lot of time and money as a result. Really disappointing. The installers did what they could hence the 2 stars.
We were also sent the wrong specifications for the outside concrete slab to house the pump itself so that needed another work around. A bunch of other issues cropped up too but this review has already taken enough of my life!

We ordered a heat pump from EDF on 3rd October, after being told the average installation time is 6 weeks. Since then, the experience has been nothing but delays, excuses, and poor customer service.

The technical survey was rescheduled twice — all completely due to EDF. I had to push hard just to stop it being delayed a third time. Despite all this, over six weeks have now passed, the weather is getting colder, and we still don't even have a design, let alone a heat pump.

When I called to raise concerns, it was suggested by sales rep that the delays were somehow my fault. He was more helpful before I signed the contract. I was also told I’m now out of the cooling-off period, even though the service I was promised hasn’t been delivered. Frankly, I feel misled.

EDF’s reply to my concerns was dismissive and unhelpful. First they said, we are prioritising people without heating, when I said that we don't have heating they came back with installation won’t be until January, and if I cancel, they will withhold “reasonable costs” from my deposit.

Overall, I’m extremely disappointed and frustrated. This is not the level of service I expected from a major company like EDF, and I would strongly urge others to think twice before signing anything. The attitude of the so-called customer service people is appalling. I got zero consideration, sympathy or understanding when I told them that we don't have heating - they are fine to make us wait until Jan. No attempts to improve will be made.

Furthermore, I'd echo other reviews calling it a shambles. There's too many subcontractors involved and the right hand doesn't know what the left hand is doing. And God help us if the 'technician' that did the survey does the install cause he had zero interest in it and didn't know anything about our requirements or history, so I spent the first half an hour having to explain everything again.

We are paying a lot of money for the 'service' and I'm being made to feel like somehow EDF are doing me a favour. It's the worst service that I have experienced in a very, very long time, and I will be sure to share my experience with anyone who will listen.

I had a very smooth experience getting a heat pump form EDF/CB Heating. The whole team, especially Jacob and Lana, worked extremely well and the communication was excellent all the way through. The first two days of the installation by Enviro, the men sent (Ollie and Steve) were very efficient and they were polite and friendly. However, on the third day the lead Engineer was seconded to another job and the replacement turned out to be a pain who did not want to take on the unfinished job and then appeared to want to finish quickly so that he could start a new job the next day. The cleaning up was left to the Electrician, Sam, who was an excellent worker - very efficient and thorough. This was an unfortunate moment that took the shine off what had been an excellent installation. The following day the Heat Pump was set to work by Ryan and the system has worked perfectly since - there is plenty of hot water and the house is warm. Ryan conducted and thorough examination of the system, and took care of any issues. He explained it’s workings to me and showed me how to operate it. A week later, after I got to know the system, I had some more questions which he delt with. The Daikin heat pump works brilliantly and it is very quiet when it is running. Overall, the Companies involved provided an excellent machine and service and I would recommend it/them to anyone reading this comment. 5Stars all round.

A month after the installation and we still haven’t had a thermostat fitted, so the heat is on all the time, which is costing a fortune.
There is a warning on the system about legionnaires disease program not being completed. When we reported this, we were told it’s unnecessary, so just ignore it!!!! Switch it off!!!!
We continued to report the problems, they sent us to you tube videos, of setting up the thermostat, that we don’t have! and going through the legionnaires program, that doesn’t work!
The sales promised a lot, the after sales has a lot to be desired. They make us feel like we are being awkward customers, for wanting the system set up correctly. I would not recommend buying a system with EDF.

Excellent communication at every stage of the process and a very competent, courteous and professional installation team.

Thank you.

Really great experience, the process was smooth and efficient. They took care of everything and worked around my schedule. Ramya was very helpful and she answered all my questions promptly.

Jordan was very communicative, knowledgeable, and accommodating in carrying out a heat pump survey. I would highly recommend his services

The despatch department let the whole side down.
Poor protective packing meant one radiator cover was damaged on arrival. The despatch department then despatched the wrong replacements. Finally replacement replacement cover arrived (packaging again ripped to shreds in transit) leaving me to install the cover out of sequence. This has proved so difficult it has spoilt our whole day and left a bad taste in our mouth about the whole experience.

We had a very smooth experience getting our heat pump. The whole team worked well. Excellent communication all the way through. Efficient and friendly installation by Egni Mon. The Ideal heat pump works well and is nearly silent most of the time. Recommended.

Almost everything was great about the experience - Quoting, and especially installation was stress free.

Where is got tricky and a star was lost was in the Technical design phase. I found the answers a bit vague, and was asked to agree to the design document before I had finished discussing it with the technical designer. There were then some contact delays, I’m told due to illness. This phase was tricky and resulted in a delay for installing the Heatpump - aside from that, everything was perfectly smooth.

Extremely efficient service, the installer was very courteous, tidy and the workmanship was second none. The system is working very well so far and our house is cosy for the first time. We look forward to a more comfortable winter this year. Many thanks.

We have had a positive experience with edf fitting our air source heat pump. The initial consultations were comprehensive with plenty of opportunity to answer questions that arose. The quote was clear and information provided easy to understand re what we needed to do.
It was great having a single point of contact (the lovely Sylvia) to deal with for everything related to the process from start to finish including aftercare. She was friendly and responsive to phone/email contact.
The preparation for installation was quite involved with several visits, some of which came through as automated messages which we ended up not needing.
The installation team were really friendly and worked hard, coming back several times and staying late to get the job done when it over-ran.
The aftercare pack has arrived with all the the necessary certificates, electrical installation paperwork, instructions, video guides and warranties on a USB stick which is helpful.
Although I've listed several things below, the overall experience was great and I would recommend edf and CB heating for a similar installation.

Things that could have been better:
The communication system didn't deal well with having both adults kept up to speed with the arrangements (copying both in).
Clarity about how many visits were needed and what they were for (did we or didn't we need the isolator switch?), the installation took longer than expected with some water damage to the ceiling due to an accidental pipe piercing (it happens). Contractors could have warned us more about the mess (maybe asked us to remove everything from the shelving and surfaces beneath where the pipes and wires would come through the length of the kitchen) and/or used some protective sheeting to limit the spread of dust. Ditto for the protecting the carpets beneath the radiator fittings and hall and stairs (stick on plastic sheet or similar).
Knowing that the Hive Hub is already included in the box with the Hive thermostat! We were asked to buy one ourselves but ended up returning it to HIVE when we found it in the box (miscommunication between the team)
Join up between team leaving and aftercare admin (with various bits of paperwork, some not yet completed, eg warranty) which was stressing me out as to what needed to be done next re registering online but when I asked Sylvia about it, she explained that everything would come electronically as an aftercare pack on a USB (which has arrived).

Despite unexpected problems during the initial period, which were swiftly resolved, the actual installation was professional and efficient by a team who knew their job. At all times they were courteous, thorough and willing to answer any question and explain their actions. The handover was completed quickly and thoroughly with all questions answered and the follow up met the same standard.

Install went well arrived as agreed and completed job in a week as predicted, great team cleaned up and made amends on install as original external layout previous agreed had overlooked the gas storage. The install was in August in the heat wave and so whilst the team commissioned the heat pump and it was all working, once it turned colder issues began to appear..
Eventually I realised one of the issues was that the downstairs zone was incorrectly labelled as first floor, no issue once identified as easy enough to relabel and swap over the thermostats. Of bigger concern is that one of the downstairs rooms does not ever hit the thermostat temp of 21C. Given its currently mild outside and it calls for heat all day and does not get above 19, concerned when its freezing outside not going to get anywhere near desired temperature. After a 4 weeks wait someone came out, confirmed the zones were incorrectly labelled and advised the radiators needed balanced, and disappeared. No one ever phones you back despite multiple messages. Still waiting (another 2 weeks) for someone to call back and arrange the balancing (end of October).

6 weeks to organise another contractor to resolve an issue (not even an appointment in the future to get it fixed) is not acceptable and your words of having it in hand ring extremely hollow. I raised this in September before the "rush" of heating issues you are now experiencing - which for a heating company should not come as a surprise.

Update 12/3/26
Still waiting for a response or any action to resolve!!

Was told the install would take a week but it took 2 months! Bizarre process where the surveyor, designer and installer are all different people. Surveyor gave us incorrect information on possible locations and feasibility - I suspect he was on commission. The location we wanted turned out to be impossible and we had to move our cylinder cupboard too. Installer had never seen the house so no great surprise we had problems with the install. Communication and after care from EDF was non-existent and I had to chase them more than once. I even got sent emails meant for the installer giving ultimatums. The whole thing was a shambles and we regret doing it. Not convinced the system is going to work - we have 16 radiators but only 8 were replaced (with huge ones - we weren’t told they’d be so big!) and only 6 smart thermostats supplied for the 16 rads. Time will tell but early impressions aren’t great.