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Help

Here is some troubleshooting information to help you determine what the problem may be with your heat pump.

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Ground and Air Source Heat Pumps:

Is there power to the unit?

Unsure:

Will need engineer to visit, contact us to arrange an engineer.

Yes:

Turn the unit off wait a few minutes then switch back on again this may re-set the relays enabling the unit to re-start and run.

If you have re-set the unit and still have problems, is the unit showing any error codes?

HP Alarm:

Commonly refers to a flow problem. This could be a pump or valve not operating correctly or a simple system low pressure or blockage in a filter. Have a look at any pressure gauges which should read around 1.5 bar. If any pumps or valves are making any abnormal noises or feel very hot you will need an engineer to visit, contact us to arrange an engineer.

If you are unable to locate anything obvious we suggest an engineer’s visit for further investigation.

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LP Alarm:

Can refer to a flow problem i.e. pump failure or problem within the refrigerant circuit. This is not something that can be easily identified without specialist knowledge therefore we suggest an engineer’s visit, contact us to arrange an engineer.

MP Alarm:

Refers to an electrical problem, usually a protection device has tripped. This can happen during an electrical storm or because of some other event causing an electrical surge. Re-set all trip switches. If they will not re-set or keep tripping we suggest an engineer’s visit for further investigation, contact us to arrange an engineer.

High water consumption/water bills?

This suggests there is a valve failure in which case we recommend an urgent engineer’s visit, contact us to arrange an engineer.

Experiencing a water leak?

Possibly indicates there is a waste pipe issue that can lead to flood and property damage. Urgent engineer’s visit necessary, contact us to arrange an engineer.

Nibe 200p or 205p heat/exhaust recovery systems

Is there power to the unit?

Unsure:

Will need engineer to visit

Yes:

Turn the unit off wait a few minutes then switch back on again this may re-set the relays enabling the unit to re-start and run.

If you have re-set the unit and still have problems, are there any lights on the unit and are they flashing?

Top light on:

This should be on if the compressor is running, however if this is flashing it refers to an active alarm. This indicates that it could be LP or HP therefore we suggest engineers visit for further investigation, contact us to arrange an engineer.

Middle light on:

This means the unit is defrost which could be due to a lack of air flow. Check that the air valves in the kitchen and bathroom are not blocked or closed.

If they are open and able to allow free flow of air check the room temperature. If it is below 16°C the system is unable to recover any heat and therefore will not run properly. You will need to add heat into the building before the system will operate as intended.

Mode switch

Zero:

Unit is off

Position 1:

Summer setting. Full heat recovery operation only with no immersion assistance.

Position 2:

Winter/cold weather setting. Full heat recovery operation with immersion addition if required.

Position 3:

Back up/emergency immersion operation only. This should not be used unless under the instructions of a service provider. This is likely to be necessary if heat recovery operation has failed and requires prompt engineer’s visit, contact us to arrange an engineer.

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Nibe 360p or 370p heat/exhaust recovery systems

Is there power to the unit?

Unsure:

Will need engineer to visit

Yes:

Turn the unit off wait a few minutes then switch back on again this may re-set the relays enabling the unit to re-start and run.

If you have re-set the unit and still have problems, are there any Alarm messages or codes?

No:

We suggest engineer’s visit for further investigation, contact us to arrange an engineer.

Alarm messages or codes can give an indication of an issue. 360 unit may flash HP. LP. TB. or Sensor. 370 unit will also give different codes and if in active alarm will also show a spanner symbol. There are many different codes

We suggest firstly to call and get free advice over the phone to see if the issue can be resolved without the need for an engineer’s visit.

360 unit only – Hot water OK but no heating?

The unit could be in summer mode. Press top left button on control panel until it says winter or winter auto. If there is still no heating we suggest an engineer’s visit is required, contact us to arrange an engineer.

Contact Us

If you have a query relating to your heatpump, or need an emergency service, please get in touch with us using the details below:

01189 333 889