Answer first
Before the visit, the engineer should know the make, model, age, fault history and whether the concern is routine, performance-related or a breakdown. During the visit, the scope typically considers the outdoor unit, water system, controls, hot water, safety observations and available operating evidence.
Ask for a written record of readings, settings, work completed and recommendations. Parts, refrigerant work, power flushing and major repairs should be separately authorised rather than silently added to a fixed service.
Records, outdoor unit, hydraulics, controls and performance
View sourceCurrent EST typical guide; scope and system type can change it
View sourceMaterial setting changes should be recorded
View sourceRequest a documented heat-pump service
Share the make, model, postcode and what the system is doing. FLO can route the enquiry to the right service, diagnostic or replacement conversation.
Review the system history first
The engineer checks commissioning information, previous service sheets, warranty conditions, customer observations, fault codes and any recent building or control changes.
Missing records are noted rather than guessed. Electricity data and photographs can help identify intermittent issues that are absent on the day.
Inspect outdoor and hydraulic components
Checks can include clearances, coil and casing condition, fan, vibration, condensate, insulation and visible cabling. Water-side work may cover pressure, leaks, strainers, pumps, valves, expansion provision and system protection.
The engineer follows product instructions and competence limits. Opening a refrigerant circuit or live electrical equipment is not routine homeowner work.
Check controls and hot water
Weather-compensation curve, schedules, room controls, zone behaviour, cylinder sensor, hot-water target and immersion or backup history are reviewed for unexplained changes.
Settings are assessed against comfort and the design rather than forced to one universal number. A service should not leave the household unable to understand what changed.
Document the outcome
The report records readings available in the conditions, maintenance completed, defects, urgent safety actions and optional optimisation. If cold-weather performance cannot be proven in summer, it should say so.
Any repair recommendation should explain the evidence and next diagnostic step. “Replace component” without a fault chain is not a useful service outcome.
What to read next
Related answers and services
Questions people also ask
Does a service include refrigerant top-up?+
Not automatically. A sealed system should not need routine topping up; suspected leakage requires qualified diagnosis and repair.
Does it include cleaning the whole heating system?+
No. Filter or strainer work may be routine, while chemical cleaning or flushing is a separate scope.
Will the engineer optimise my heating curve?+
They can review it, but any change should reflect the home, weather and comfort evidence and be recorded.
Evidence used for this answer
Figures are explained in context and links go to the independent source. Prices, tariffs, scheme rules and standards can change, so check the source again before making a financial or technical decision.
- MCS domestic heat-pump guideConsumer guidance covering design, installation, controls, handover and maintenance.
- Energy Saving Trust: heat-pump questions answeredIndependent answers on servicing, maintenance and common household heat-pump decisions, including a current typical service-cost guide.
- Energy Saving Trust: the most efficient way to run a heat pumpGuidance on weather compensation, longer run periods, setbacks, radiators, hot water and smart energy use.