We have always pushed for higher standards and to evidence that, when they are specified, installed and operated correctly, heat pumps are a long-term cheaper, cleaner option to fossil fuels.
We look forward to MCS adopting their new processes and hope that verifying the “real world” performance against the performance estimate that is provided will become more strict. Until then, we felt it necessary to put in writing our commitment to performance and comfort.
1. Purpose of this guarantee
The purpose of this guarantee is to ensure that the installed heating system is correctly commissioned, actively optimised, and operating in line with the original system design assumptions.
This is an optimisation and verification guarantee, not a guarantee of running costs or seasonal efficiency (SCOP/SPF), which are influenced by occupant behaviour, weather conditions, electricity tariffs, and hot water usage.
2. Havenwise optimisation requirement
To qualify for this guarantee, the customer must maintain an active Havenwise subscription with the system configured in control mode, not monitoring-only mode. Without a 3rd party monitoring system, the data cannot be verified accurately, this software protects both parties.
Havenwise must remain:
connected to the internet
powered and operational
authorised to control the heating system
The Havenwise subscription is the responsibility of the customer.
If Havenwise control is disabled, disconnected, or cancelled, this guarantee is suspended until control capability is restored.
3. Commissioning and optimisation period
VitoEnergy will monitor and optimise the system for a period of 24 months from commissioning.
During this period, VitoEnergy may:
Verify correct system operation
Adjust weather compensation and control settings
Review flow temperatures and cycling behaviour
Optimise domestic hot water settings
Identify installation or configuration issues
Reasonable remote optimisation adjustments are included within the installation scope.
4. Performance commitment
VitoEnergy guarantees that the installed heat pump system will achieve a Seasonal Performance Factor (SPF) consistent with the MCS performance estimate, once the system has been commissioned and optimised using Havenwise control.
If the verified system SPF falls materially below the performance estimate due to design, installation, or commissioning issues, VitoEnergy will investigate and implement corrective actions at no cost to the customer. Where performance cannot be brought within expected parameters through reasonable corrective action, VitoEnergy will contribute toward system improvements necessary to restore expected performance.
Corrective actions may include:
control adjustments
commissioning adjustments
emitter balancing
sensor relocation
system configuration changes
5. Verification method
System performance and operation will be verified using:
Havenwise system data
heat pump controller data
commissioning records
design documentation (MIS 3005 heat loss and system design)
These data sources will be used to determine whether the system is operating within expected parameters.
6. Exclusions
This guarantee does not apply where performance is affected by:
changes to the building fabric
extensions or emitter changes
extensions or emitter changes
incorrect system use
manual override of controls
loss of internet connectivity
third-party modifications
electrical supply issues
abnormal hot water demand
failure to maintain Havenwise control subscription
This guarantee does not include compensation for running costs, electricity consumption, or measured SCOP/SPF.
7. Duration
This guarantee applies for 24 months from the date of commissioning in order to match the workmanship warranty.
8. Relationship to MCS requirements
This guarantee sits alongside, but is separate from, MCS design and commissioning requirements (MIS 3005).
It reflects VitoEnergy’s commitment to optimisation and system performance beyond minimum compliance standards.
This performance guarantee applies to heat pump installations delivered directly by VitoEnergy or via the VitoEnergy MCS Umbrella Service. It does not apply to MyVaillantInstall or Start-at-Home installations.
Excellent. Diligent and proactive
"We are heating and ventilation designers who specialise in low-energy and passivhaus homes. We have worked with VitoEnergy on a number of projects and have found them to be excellent. Diligent and proactive they deliver a high-quality job and are always keen to ensure the systems they install are the most efficient possible."
"Really impressed with the level of service, from getting a quote and booking the job, to the excellent work done by Greg and Liam doing our upgrade to a Combi boiler. They were very professional, polite and considerate, happy to work around any problems and keep us informed of the progress, and the work looks to have been completed to a very good standard. Much appreciated!"
"I had to replace an old gas boiler that was no longer up to spec and there was some extra work necessary to ensure the flue could be fully assessible. VitoEnergy gave me a really great quote and did the job in rapid order - I was very pleased with the installation but had an issue with some of the flue routing. However - they were incredibly responsive, absolutely addressing the issue post haste and moreover pointing out and resolving another couple of issues on my gas supply that I didn't realise needed addressing. They are a tremendously responsive and good natured, friendly company and I have no hesitation in recommending them."
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