Question 1

Am I Eligible for the Boiler Upgrade Scheme (BUS) Grant?

Accepted Answer

You’ll qualify for the grant if you own a home or small business in England or Wales, are replacing an existing gas or oil boiler with a low-carbon heating system such as a heat pump, possess a valid Energy Performance Certificate (EPC), and install a heat pump system with a capacity of up to 45kW. For more details, visit switchtogether.co.uk/boiler-upgrade-scheme

Question 2

Do I Need to Apply for the Boiler Upgrade Scheme (BUS) Grant?

Accepted Answer

No, you don’t need to worry about the grant application—your installer handles the entire grant application process for you. They’ll check your eligibility during the survey and submit the paperwork directly, making sure you get the funding you’re entitled to (£7,500 off the cost). You’ll be kept fully informed throughout the process, and the installer will confirm your grant approval before moving ahead with the installation.

Question 3

Do I Need Planning Permission for a Heat Pump?

Accepted Answer

No planning permission is required for a heat pump if: The outdoor unit is under 1.5m³ in size. It is installed by an MCS-certified installer Complies with the MCS sound‑power/noise limit The unit is not placed on a visible pitched roof, within 1 metre of a flat roof edge, or facing a main highway. Your home is not a listed building or located in a conservation area. If your home is located in Scotland, Wales, or Northern Ireland, different rules may apply. Always check with your local authority if you’re unsure. Your installer can advise on this.

Question 4

Do You Need DNO Approval for Heat Pumps?

Accepted Answer

Yes — all UK heat pump installations require DNO (District Network Operator) approval or notification to ensure safe connection to the electricity grid. Most homes use a simple “connect and notify” process after installation, but larger systems may need approval in advance. Switch Together-vetted installers handle this for you, ensuring full compliance and protecting your eligibility for grants like the £7,500 Boiler Upgrade Scheme.

Question 5

How Much Will a Heat Pump Cost for My Home?

Accepted Answer

The total cost of a heat pump installation depends on many factors unique to your home, such as size, existing heating system, and any necessary upgrades. Because of this variability, the best way to get an accurate cost estimate is to get a no-obligation offer from Switch Together. This ensures you get a clear picture of the investment and potential costs specific to your home. For more information, visit [switchtogether.co.uk/heat-pumps/price]

Question 6

Can I Choose Which Upgrades to Include in My Installation?

Accepted Answer

During your home survey, the installer will explain which upgrades are essential and which are optional. If a suggested upgrade isn’t strictly necessary, you’ll have the chance to opt out and proceed with a more basic installation that still meets your needs. The final quote will clearly outline what’s included, so you can make informed choices based on your budget and preferences.

Question 7

What Should I Expect in Terms of Heat Pump Noise Levels?

Accepted Answer

Modern heat pumps are designed to be as quiet as possible, but they do make some noise, similar to an air conditioning unit. Most heat pumps operate at around 45–60 decibels, depending on the model and output. That’s broadly similar to a dishwasher or normal conversation when standing nearby. Actual noise levels will vary depending on the size and type of unit, but all products offered through the scheme meet MCS sound standards for residential areas. Your installer will be able to advise on the most efficient location to install your heat pump while minimising noise (e.g., away from bedrooms or garden seating areas). Some heat pumps have a night mode that lowers fan speed, reducing noise even further.

Question 8

How Is the Right Size and Capacity of a Heat Pump Determined for My Home?

Accepted Answer

The heat pump’s size and capacity are not one-size-fits-all—they’re carefully calculated during your home survey to match your specific heating and hot water needs. The installer will survey your property to assess key factors like the size of your home, insulation levels, and your current boiler’s performance. This ensures that the heat pump installed will be powerful enough to keep your home warm and comfortable, without being oversized (which can lead to unnecessary costs and reduced efficiency). You don’t need to worry about figuring it out yourself—our team will recommend the right system for your home, with performance and comfort in mind.

Question 9

Can a Heat Pump Replace My Existing Boiler?

Accepted Answer

Yes, a heat pump can replace your current boiler as an efficient, low-carbon heating solution. During the survey, the installer will assess your property to determine the best heat pump system to replace your boiler, considering factors like your home’s insulation, heating needs, and existing pipework. Replacing a boiler with a heat pump may involve some upgrades, such as installing larger radiators or a new hot water cylinder, to ensure your heating system runs efficiently at lower temperatures. For more information, visit switchtogether.co.uk/blog/heat-pump-vs-gas-boiler

Question 10

What Is a Personal Offer, and What Does It Include?

Accepted Answer

When you register your interest, you'll receive a personalised offer tailored to your home. A personal offer is like a detailed quote made just for you. It includes the total cost, the equipment that would be installed, and an estimate of how much you could save with Switch Together. It’s a detailed proposal designed to help you make an informed decision, with no pressure to commit.

Question 11

How Does Switch Together Help Me Get a Better Price?

Accepted Answer

Switch Together helps you secure a better deal through our group-buying model. Instead of going to just one installer, we invite multiple trusted, vetted installers to compete for your project—like an auction. They each submit their best price to win your business, which often results in offers that are lower than typical market rates. You get a personalised quote with clear pricing, without compromising on quality or service. It’s an easy way to access high-quality installations at more affordable prices.

Question 12

What Are the Next Steps After I Accept the Personal Offer?

Accepted Answer

After you accept your offer, your project will move forward with a technical home survey. This is carried out in person before any installation begins. During the visit, the qualified professional will: Accurately measure your property. Determine the right system for your needs. Ensure everything is designed to fit your space, usage, and preferences. Answer any technical questions you may have.

Question 13

Heat Pumps – How Long Will the Process Take From Acceptance to Installation?

Accepted Answer

After the survey and any necessary approvals, the installation will be scheduled. Typically, installations occur within 6 to 12 weeks following the survey, although timing can vary based on factors such as: Availability of equipment and installers Weather conditions Local permitting or access considerations We aim to keep any delays to a minimum and will update you if scheduling changes.

Question 14

Why Do I Have to Pay a Deposit?

Accepted Answer

A deposit ensures: You receive a thorough, tailored home survey by qualified professionals We can prioritise serious applicants and manage demand fairly You get clear, expert advice and help securing the best available grant And remember — the deposit is fully refundable if you don’t move forward for any of the eligible reasons.

Question 15

Is the Deposit Refundable if I Decide Not to Go Ahead?

Accepted Answer

Yes — the deposit is fully refundable in several situations. You’ll get your money back if: Your Boiler Upgrade Scheme (BUS) grant application is unsuccessful The survey shows your home isn’t suitable for a heat pump The final cost is higher than expected due to additional mandatory work, and you choose not to go ahead You decide to withdraw from the scheme before your home survey We want the process to feel fair and low-risk, and we’re here to support you every step of the way.

Question 16

How Does Switch Together Vet and Approve Installers?

Accepted Answer

We know that the quality of your installation matters just as much as the heat pump itself. That’s why every installer we work with goes through a thorough vetting process before they join our schemes. First, we check the essentials — the right industry qualifications, accreditations, company registration, and up-to-date insurance. We also review financial stability, reputation, and, importantly, whether they share our commitment to doing things properly. But it doesn’t stop there. Once they’re on board, we keep standards high with ongoing performance checks. We track customer satisfaction scores and feedback, and audit their advice (both written and verbal) for accuracy and clarity. We also partner with an independent third party to inspect installations completed as part of Switch Together projects. It’s all so you can be confident that whoever installs your heat pump will do the job right — and with the same care you’d expect if they were working on their own home. Learn more at switchtogether.co.uk/installers

Question 17

Can I Install a Heat Pump With My Existing Radiators?

Accepted Answer

In some cases, yes—but most homes will need some radiator upgrades. Heat pumps work at lower flow temperatures than gas boilers, which means radiators need to be more efficient at spreading heat. On average, half to two-thirds of radiators are replaced with modern, larger surface-area models. These low-temperature radiators help improve efficiency and reduce running costs by allowing heat to circulate more effectively. Your installer will assess your home’s heating system and recommend whether any radiator changes are needed. As part of the Switch Together offer, a certain number of radiator upgrades are included at no extra cost, depending on the size of your home

Question 18

Do I Need a Cylinder for Hot Water Storage?

Accepted Answer

Yes, if you currently have a combi boiler, you will need to install a hot water cylinder for heat pumps. This is because heat pumps don’t provide instant hot water on demand like a combi boiler does. Instead, they gradually heat and store hot water for use when needed. If you already have a hot water cylinder, it will need to be replaced with a heat pump-compatible version. These cylinders are designed for lower-temperature heating, making them more efficient at storing and distributing hot water. Your installer will determine the right size based on your household’s hot water needs; they will advise the right capacity during the survey.

Question 19

Where Will the Hot Water Cylinder Be Installed in My Home?

Accepted Answer

If you’re switching from a combi boiler, your installer will identify a suitable location for your new hot water cylinder during the home survey. Common locations include: Airing cupboard (if you previously had a cylinder). Utility room or garage, if space is available. Other convenient spaces During your home survey, the installation team will assess your plumbing and available space to recommend the best location, one that’s both practical and efficient for your installation. They’ll make sure it fits seamlessly into your home.

Question 20

Where Will the External Heat Pump Unit Be Installed, and How Much Space Does It Need?

Accepted Answer

The external heat pump unit is usually installed on an outside wall or in your garden. It needs enough space around it for proper airflow and easy access for maintenance. Don’t worry—your installer will help choose the best spot during your home survey, making sure it’s both practical and meets all noise and building regulations. Our goal is to make sure the unit fits neatly into your home without causing disruption. We’ll also check that it’s quiet, efficient, and installed in a way that keeps everything running smoothly for years to come. Learn more at switchtogether.co.uk/heat-pumps/installation

Question 21

Is There a Warranty With the Heat Pump Installation?

Accepted Answer

Yes, your heat pump investment is fully protected from day one, giving you complete confidence in both the product and the people installing it. Every heat pump installed through Switch Together comes with two layers of protection: Product & Workmanship Warranty (Minimum 5 Years): All installers we work with are MCS-certified and must offer a minimum five-year warranty covering both the heat pump itself and the workmanship of the installation. Insurance-Backed Guarantee (5 Years): Your warranty is also protected by a 5-year insurance-backed guarantee. This extra layer of cover ensures you're never left without support during the warranty period.

Question 22

Will a Heat Pump Work With My Existing Underfloor Heating or Smart Controls?

Accepted Answer

Yes — heat pumps work especially well with underfloor heating. Most modern systems also integrate with smart thermostats and heating controls, giving you full flexibility and control. Your installer will check compatibility and ensure everything connects seamlessly.

Question 23

Will Installing a Heat Pump Cause Any Disruption to My Home?

Accepted Answer

No — while some work inside your home may be needed (like adding pipework or connecting the system), installers aim to keep disruption to a minimum and keep hot water downtime to a minimum. Most of the work is done outside, and care is taken to avoid damage to walls or floors. If any adjustments are required, they’ll be done neatly, and professional finishing is included as part of the service.

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