What you need to know
Record first, check the basics, then ask for help
A fault code, controller photograph and short timeline are often more useful than repeated resets. Check only items covered by the user instructions, such as obvious power loss, schedules or a user-visible pressure reading.
If there is burning, smoke, exposed wiring, significant water leakage or another immediate safety concern, keep clear of the equipment and contact the appropriate emergency service or qualified professional rather than troubleshooting online.
Request help with a heat-pump fault
Send the make, model, fault code, symptoms and postcode. FLO can confirm whether the team can help and explain the safest next step.
Start with a 60-second triage
Ask three questions: has space heating stopped, has hot water stopped, or have both stopped? Then note whether the controller is blank, showing a code or apparently running normally. This short description is far more useful than “the heat pump is broken”.
If there is smoke, burning, exposed wiring, a strong electrical smell, major water leakage or any immediate danger, keep clear and contact the appropriate emergency service or qualified professional. Do not use an online checklist to investigate a safety concern.
- Heating only affected
- Hot water only affected
- Heating and hot water affected
- Controller blank or no power
- Exact error visible
- System running but comfort is poor
Capture the symptoms before changing anything
Note whether the problem affects space heating, hot water or both. Photograph the controller, exact fault message, indoor equipment and outdoor unit. Record when the issue started and whether there was a power cut, service visit or setting change beforehand.
This evidence helps distinguish a control or demand issue from a recurring equipment fault and gives the engineer a better chance of preparing the right response.
- Make and model
- Exact fault code or message
- Heating, hot water or both affected
- Current visible pressure if the user guide permits
- Unusual noise, ice or water
- Recent power, plumbing or control changes
Check only normal user controls
Confirm that the controller is powered, the date and time are sensible, heating or hot water is scheduled, and room thermostats are not set below the current temperature. Check the consumer unit only in the ordinary way you would for another household circuit.
Do not repeatedly restore a breaker that trips. Do not remove covers, touch wiring, release refrigerant, bleed unfamiliar components or force valves.
Treat frost and defrost carefully
Some frost and visible vapour can occur during normal cold-weather operation and defrost. The unit should not be chipped, heated with tools or enclosed to prevent frost.
Heavy ice that does not clear, blocked drainage, recurring fault codes or loss of heating should be reported. Keep the surrounding area safely clear without entering the equipment.
Send a concise repair enquiry
Provide the system details, postcode, installer if known, warranty status, symptoms and urgency. State whether vulnerable occupants or complete loss of heating and hot water affect the response needed.
An engineer may be able to request another photograph or identify a manufacturer support route before travelling. This initial review can save time, although it cannot guarantee a remote or first-visit repair.
- 1
Identify
Send the equipment make, model and controller or error display.
- 2
Describe
Explain what stopped working and when.
- 3
Document
Attach clear photographs and note recent changes.
- 4
Prioritise
Say whether all heating or hot water is unavailable and who is affected.
Keep in mind: This guide is not a repair manual. Work inside heat-pump, electrical, pressurised or refrigerant equipment should be left to appropriately qualified people.
What to read next
Related guides and services
Questions people ask
Should I keep resetting a heat pump fault?+
No. Record the code and follow the manufacturer’s user instructions. If the fault returns, contact the installer, manufacturer support or a qualified engineer.
Is ice on the outdoor unit always a fault?+
No. Frost can form and normal defrost should clear it. Persistent heavy ice, a fault code or loss of heating needs investigation.
Why is the heat pump running but the house is cold?+
Possible causes range from schedules and emitter temperatures to flow, equipment or design issues. Record temperatures and settings, then request technical assessment rather than making repeated large changes.
Can every repair be completed on the first visit?+
No. Parts, manufacturer information or deeper system diagnosis may be required. Clear information helps FLO prepare but cannot guarantee a first-visit repair.
Independent sources
Scheme rules and guidance can change. Check these sources before making a financial or planning decision.