Air to Water
Heat Pump
Handbook
Repairs Service
For general advice:
%
0117 922 2200
Why do we need to do this work? 2
Before work starts 3
During and after the work 7
Changing your electricity tariff 8
Health and safety advice 10
Further information 12
Complaints, comments or compliments 13
How to contact us 13
Customer Service Points 14
Contents Page
Your home has been selected to have an air to water heat pump fitted. This leaflet gives important information about the work that will be carried out to your home and how it could affect you. Please read the leaflet carefully and if you have any questions or
concerns please discuss them with the surveyor, during your home visit.
Depending on the type of home you live in, the work may vary slightly from what is stated in this leaflet.
Heating, like any other element of your home has a lifespan. Your heating system has now reached the end of its life. We need to fit an air to water heat pump, which will supply both heating and hot water to your home.
Do I need to have this work done
We strongly recommend that you agree to this work now as:
nyour home will be warmer, at a lower cost.
nyour home will be more energy efficient.
nyou will have better control over when you want heating and hot water.
A disclaimer form will have to be signed if you refuse this work.
What will be installed?
We will fit:
nan air to water heat pump, which will be fitted on an outside wall.
nradiators in every room (where possible), along with
thermostatic controls. These allow you to set the temperature in each room.
na room thermostat, to allow you to choose when you want your heating and hot water to come on and off.
na control panel, and a new hot water storage tank in your airing cupboard.
How does an air source heat pump work?
An air to water heat pump works by extracting heat from the outside air. The temperature of this heat is then boosted and is used to heat water for your central heating and hot water system (e.g. shower, bath, sink and wash basin).
Air to water heat pumps are very efficient and can work even when it is very cold outside. They work in the same way as a common fridge, but heat the air instead of cooling it.
All of our staff, contractors and sub-contractors carry ID badges. Please make sure that you are happy with their identity before letting them into your home.
If in any doubt close the door and contact the Customer Services Centre on 0117 922 2200 (Option one).
Home Visit
You will be visited by our surveyor who will:
nexplain the work to be done and how it will affect your household.
nsurvey the area where the work is to be carried out.
ntell you what is required from you during the works with regard to your health and safety, together with your responsibilities to the installers.
nexplain where the air source heat pump will be fitted.
nif required, agree with you the position of new/replacement radiators.
When will the work be done?
Our surveyor will agree a start date with you. If your circumstances change (eg, you have to go into hospital) please contact us on 0117 35 25800, as soon as possible, so we can arrange an alternative date.
In most cases the work should be finished within 5 working days.
Who will do the work?
The work will be carried out by Bristol City Council and contractors. We have our own installation team that is fully accredited for the installation of air source heat pumps. All staff work to a code of conduct.
They will:
ndress appropriately and take care of their personal appearance.
nmake every attempt to turn up at agreed times.
nidentify themselves on arrival at your home and whenever requested.
nbe polite and courteous at all times.
nwork in a safe and secure manner.
nrespect your choice of lifestyle, culture, beliefs or opinions.
ncarry out the work to a high standard.
nuse dust sheets, where appropriate.
nremove all waste and leave the work area in a clean, tidy and liveable condition, at the end of each working day.
They will not:
nuse your toilet, power, gas or water without seeking your permission. If they do use your toilet, they will leave it clean.
nuse offensive language, play music or take part in loud or disorderly behaviour.
ncomment on your home, you or your lifestyle.
nsmoke in your home, consume alcohol or use banned substances.
neat food, unless offered, or leave wrappers or empty containers in your home.
nbring visitors unrelated to the work, animals or pets into your home.
ninterfere with or mistreat your animals or pets, if you have any.
nblock your driveway, access paths, parking area or your vehicles without seeking your permission and then for no longer than is necessary.
nuse any part of your home for on-site storage without seeking your permission if they need to do so.
nuse your phone, except in the case of an emergency, without seeking your permission.
nleave your home unsecured or subject to damage from the elements.
What is required before the work starts?
Prior to work starting you will need to:
nempty your airing cupboard.
nturn off any night storage heaters 24 hours before the installation beings.
You may also need to:
nlift carpets, move furniture and store any valuables, ornaments, mirrors and pictures as indicated by the surveyor.
If you are unable to move any large items (eg, disability, age or ill health), please let the surveyor know. They may be able to arrange for this to be done but you will be asked to complete a disclaimer form. We cannot be held responsible for any damage. Sometimes there can be a problem in relaying floor coverings. If there is you will be responsible for fitting an alternative.
What will be done?
n the existing heating system will be removed.
n an air to water heat pump will be fitted to an outside wall.
n a new hot water cylinder and control panel will be fitted.
n new radiators, associated pipe work and thermostatic valves will be fitted.
n a programmable room thermostat will be fitted and set to your requirements once the installation is complete.
What disruption will there be?
During the work you will have no heating or hot water. If required we can provide temporary electric heaters.
It is possible that work will be carried out in several rooms at the same time. Unfortunately this is unavoidable.
Your home will be treated with courtesy and respect. Dust sheets will be put down and any mess cleared away at the end of every day.
Will my decorations be damaged?
We aim to minimise any damage to your decoration to a minimum.
No allowances will be made towards the cost of redecoration.
How do I know the work is done properly?
At the end of the work the installation will be checked to ensure the system has been fitted correctly and is working properly.
How can I control when my heating is on?
To enable control over when your central heating comes on and off a timer control will be fitted. You will be shown how to use it. If after being shown you are still not sure, please ask the installer to go through it with you again. We want to make sure that you feel comfortable in using the system. For future reference an instruction manual will be given to you.
Please do not touch anything other than the room thermostat and the thermostatic controls on the radiators. The system is very delicately balanced and if you touch anything else, it could cause the system to stop working.
What do I need to do if my heating/hot water fails?
If you have any problems please contact the Customer Services Centre on 0117 922 2200 (Option one) Monday to Friday 8.30am to 6pm. Outside of these times and if it is an emergency contact our Emergency Control Centre on 0117 922 2050. Please give full details of what is wrong.
Servicing the heat pump annually
To ensure that your air to water heat pump works correctly it is important that it is serviced every year. We will contact you to arrange this.
When your air to water heat pump has been installed you must contact your electricity supplier to advise them that:
1 You are no longer using the Economy 7 Tariff and that the
meter needs to be removed or disconnected.
2 Your heating and hot water is now provided by an air to water
heat pump.
3 You need to change your electricity tariff to a discounted tariff
for using a low carbon heating system.
We will be able to give you advice if you need it.
Listed below are the telephone numbers and website addresses of the main electricty companies.
You may want to ask a relative, carer, support worker or friend to call on your behalf. If you do you will need to be present during the call as the electricity company will want to speak to you. This is to check that you are happy for someone to speak to them on your behalf.
Company Telephone Website Number
British Gas 0800 048 0202 www.britishgas.co.uk E.on 0845 301 5793 www.eonenergy.com EDF Energy 0800 096 9000 www.edfenergy.com N Power 0845 601 1102 www.npower.com
Scottish Power 0845 270 0700 www.scottishpower.co.uk Southern Electric 0845 026 0654 www.southern-electric.co.uk SSE 0845 026 0658 www.sse.co.uk
Health and safety issues are very important to us. We will ensure that all work undertaken is carried out in a responsible and safe manner. Depending on the extent of the works, you will need to be aware of the following hazards.
Children
Please ensure that children are not allowed to play, or are left, in any areas where work is being carried out. This includes any scaffolding that we may need to put up, in order to install the heat pump.
Employees of Bristol City Council and contractors and sub-contractors are not allowed to enter the property if there are unaccompanied children under the age of 16.
Pets
Please remember that the disturbance may cause some distress to pets. Please keep them out of harms way during the works to ensure that they do not get injured or cause any accidents. Restricted access
During the works we may need to place some temporary barriers to restrict access. If you need to get into these areas for any reason then please inform a member of site personnel. Dust and noise
Although we strive to keep the disturbance to a minimum, a certain amount of dust and noise cannot be avoided.
Floor protection will be used at all times. We will clean up during the works and at the end of the day.
Trips and falls
You will need to be aware that at times building materials may be in your home and extra care will need to be taken when moving around.
Tools and equipment
Please do not touch any tools or equipment belonging to the people working on your property. This could result in injuries or accidents.
Safe and secure
Whilst working in your home, we will ensure that your property and belongings are treated with respect.
Confidentiality
Please be assured that any information about you will be kept confidential and your right to privacy will be respected.
Outside your home
There may be times when work is carried out around the outside of your home. Please take care around any scaffolding, barriers or materials.
Please Note:
Bristol City Council has an obligation under the Health & Safety at Work Act 1974 to provide a safe working environment for its employees, contractors and sub-contractors. You are therefore asked to respect their right to work in a smoke free atmosphere and not to smoke for the duration of their visit. Your
co-operation will be appreciated.
By law our staff, contractors and sub-contractors must wear personal protective equipment including safety shoes. Where requested they will wear overshoes, but due to the
At the end of the work we will check to make sure that everything is working properly. As part of this visit you will be given a
satisfaction survey, asking you to rate the service you received from us. If you can complete and return it to us in the freepost envelope provided. we would be very grateful. Your comments will help us to continually improve the service we provide.
Further factsheets are available on the following subjects:
n asbestos
n condensation
n external repairs and painting programme
n frost precautions
n gas servicing
n lettings standard
n smoke detectors
Further information
Bristol City Council is committed to providing a high quality service to all its’ customers and welcomes your feedback. You can do this by submitting a complaint, comment or compliment, about the services you have received.
If you wish to do this you can complete our online form at www.bristol.gov.uk/faircomment. You can also obtain a fair comment leaflet from any Customer Service Point or by contacting our Customer Services Centre.
If you need to contact the Repairs and Maintenance Service details are set out below.
General enquiries: 0117 922 2200 (Option one) Textphone: 0117 357 4444
Fax: 0117 922 2011
By Post: Repairs, PO Box 595, Bristol BS99 2AW By Email: repairorders@bristol.gov.uk
By Internet: www.bristol.gov.uk/repairs
Complaints, comments or compliments
Customer Service Points
If you would like to see someone in person you can visit any Customer Service Point. Please note opening hours are Monday, Tuesday and Thursday from 9am to 5pm, Wednesday 10.30am to 5pm and Friday 9am to 4.30pm. Extended opening times are available at Phoenix Court, please telephone 0117 922 2200 to check.
Fishponds Southmead
Robinson House, Southmead House, Hockeys Lane, Greystoke Avenue,
Fishponds, Southmead,
Bristol BS16 3HL Bristol BS10 6BQ Hartcliffe Central Bristol
Symes House, Phoenix Court,
Peterson Square, Bond Street South
Hartcliffe, Bristol BS1 3PH.
Bristol BS13 0BD
Lawrence Weston Out of hours emergencies Ridingleaze House, Tel: 0117 922 2050
Lawrence Weston, Textphone: 0117 922 3892 Bristol BS11 0QE Fax: 0117 922 2379
If you are unsure which team you need or you have a customers service related enquiry you can email:
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Translations
If English is not your first language and you need a translation, we can get one for you.
If you would like this information in a different format,
for example, braille, audio tape, large print or
computer disk please contact us using the details
provided in the booklet.
W ri tt e n , d e si g n e d a n d p ri n te d b y B ri st o l C it y C o u n ci l B D 2 8 2 3 N o v 2 0 1 2
