EDF Heat Pumps Reviews 

The inside workings for the pump were much larger than on the plan. We’ve had to retrofit a utility room around them and wasted a lot of time and money as a result. Really disappointing. The installers did what they could hence the 2 stars.
We were also sent the wrong specifications for the outside concrete slab to house the pump itself so that needed another work around. A bunch of other issues cropped up too but this review has already taken enough of my life!

We ordered a heat pump from EDF on 3rd October, after being told the average installation time is 6 weeks. Since then, the experience has been nothing but delays, excuses, and poor customer service.

The technical survey was rescheduled twice — all completely due to EDF. I had to push hard just to stop it being delayed a third time. Despite all this, over six weeks have now passed, the weather is getting colder, and we still don't even have a design, let alone a heat pump.

When I called to raise concerns, it was suggested by sales rep that the delays were somehow my fault. He was more helpful before I signed the contract. I was also told I’m now out of the cooling-off period, even though the service I was promised hasn’t been delivered. Frankly, I feel misled.

EDF’s reply to my concerns was dismissive and unhelpful. First they said, we are prioritising people without heating, when I said that we don't have heating they came back with installation won’t be until January, and if I cancel, they will withhold “reasonable costs” from my deposit.

Overall, I’m extremely disappointed and frustrated. This is not the level of service I expected from a major company like EDF, and I would strongly urge others to think twice before signing anything. The attitude of the so-called customer service people is appalling. I got zero consideration, sympathy or understanding when I told them that we don't have heating - they are fine to make us wait until Jan. No attempts to improve will be made.

Furthermore, I'd echo other reviews calling it a shambles. There's too many subcontractors involved and the right hand doesn't know what the left hand is doing. And God help us if the 'technician' that did the survey does the install cause he had zero interest in it and didn't know anything about our requirements or history, so I spent the first half an hour having to explain everything again.

We are paying a lot of money for the 'service' and I'm being made to feel like somehow EDF are doing me a favour. It's the worst service that I have experienced in a very, very long time, and I will be sure to share my experience with anyone who will listen.

I had a very smooth experience getting a heat pump form EDF/CB Heating. The whole team, especially Jacob and Lana, worked extremely well and the communication was excellent all the way through. The first two days of the installation by Enviro, the men sent (Ollie and Steve) were very efficient and they were polite and friendly. However, on the third day the lead Engineer was seconded to another job and the replacement turned out to be a pain who did not want to take on the unfinished job and then appeared to want to finish quickly so that he could start a new job the next day. The cleaning up was left to the Electrician, Sam, who was an excellent worker - very efficient and thorough. This was an unfortunate moment that took the shine off what had been an excellent installation. The following day the Heat Pump was set to work by Ryan and the system has worked perfectly since - there is plenty of hot water and the house is warm. Ryan conducted and thorough examination of the system, and took care of any issues. He explained it’s workings to me and showed me how to operate it. A week later, after I got to know the system, I had some more questions which he delt with. The Daikin heat pump works brilliantly and it is very quiet when it is running. Overall, the Companies involved provided an excellent machine and service and I would recommend it/them to anyone reading this comment. 5Stars all round.

A month after the installation and we still haven’t had a thermostat fitted, so the heat is on all the time, which is costing a fortune.
There is a warning on the system about legionnaires disease program not being completed. When we reported this, we were told it’s unnecessary, so just ignore it!!!! Switch it off!!!!
We continued to report the problems, they sent us to you tube videos, of setting up the thermostat, that we don’t have! and going through the legionnaires program, that doesn’t work!
The sales promised a lot, the after sales has a lot to be desired. They make us feel like we are being awkward customers, for wanting the system set up correctly. I would not recommend buying a system with EDF.

Excellent communication at every stage of the process and a very competent, courteous and professional installation team.

Thank you.

Really great experience, the process was smooth and efficient. They took care of everything and worked around my schedule. Ramya was very helpful and she answered all my questions promptly.

Jordan was very communicative, knowledgeable, and accommodating in carrying out a heat pump survey. I would highly recommend his services

The despatch department let the whole side down.
Poor protective packing meant one radiator cover was damaged on arrival. The despatch department then despatched the wrong replacements. Finally replacement replacement cover arrived (packaging again ripped to shreds in transit) leaving me to install the cover out of sequence. This has proved so difficult it has spoilt our whole day and left a bad taste in our mouth about the whole experience.

We had a very smooth experience getting our heat pump. The whole team worked well. Excellent communication all the way through. Efficient and friendly installation by Egni Mon. The Ideal heat pump works well and is nearly silent most of the time. Recommended.

Almost everything was great about the experience - Quoting, and especially installation was stress free.

Where is got tricky and a star was lost was in the Technical design phase. I found the answers a bit vague, and was asked to agree to the design document before I had finished discussing it with the technical designer. There were then some contact delays, I’m told due to illness. This phase was tricky and resulted in a delay for installing the Heatpump - aside from that, everything was perfectly smooth.

Extremely efficient service, the installer was very courteous, tidy and the workmanship was second none. The system is working very well so far and our house is cosy for the first time. We look forward to a more comfortable winter this year. Many thanks.

We have had a positive experience with edf fitting our air source heat pump. The initial consultations were comprehensive with plenty of opportunity to answer questions that arose. The quote was clear and information provided easy to understand re what we needed to do.
It was great having a single point of contact (the lovely Sylvia) to deal with for everything related to the process from start to finish including aftercare. She was friendly and responsive to phone/email contact.
The preparation for installation was quite involved with several visits, some of which came through as automated messages which we ended up not needing.
The installation team were really friendly and worked hard, coming back several times and staying late to get the job done when it over-ran.
The aftercare pack has arrived with all the the necessary certificates, electrical installation paperwork, instructions, video guides and warranties on a USB stick which is helpful.
Although I've listed several things below, the overall experience was great and I would recommend edf and CB heating for a similar installation.

Things that could have been better:
The communication system didn't deal well with having both adults kept up to speed with the arrangements (copying both in).
Clarity about how many visits were needed and what they were for (did we or didn't we need the isolator switch?), the installation took longer than expected with some water damage to the ceiling due to an accidental pipe piercing (it happens). Contractors could have warned us more about the mess (maybe asked us to remove everything from the shelving and surfaces beneath where the pipes and wires would come through the length of the kitchen) and/or used some protective sheeting to limit the spread of dust. Ditto for the protecting the carpets beneath the radiator fittings and hall and stairs (stick on plastic sheet or similar).
Knowing that the Hive Hub is already included in the box with the Hive thermostat! We were asked to buy one ourselves but ended up returning it to HIVE when we found it in the box (miscommunication between the team)
Join up between team leaving and aftercare admin (with various bits of paperwork, some not yet completed, eg warranty) which was stressing me out as to what needed to be done next re registering online but when I asked Sylvia about it, she explained that everything would come electronically as an aftercare pack on a USB (which has arrived).

Despite unexpected problems during the initial period, which were swiftly resolved, the actual installation was professional and efficient by a team who knew their job. At all times they were courteous, thorough and willing to answer any question and explain their actions. The handover was completed quickly and thoroughly with all questions answered and the follow up met the same standard.

Install went well arrived as agreed and completed job in a week as predicted, great team cleaned up and made amends on install as original external layout previous agreed had overlooked the gas storage. The install was in August in the heat wave and so whilst the team commissioned the heat pump and it was all working, once it turned colder issues began to appear..
Eventually I realised one of the issues was that the downstairs zone was incorrectly labelled as first floor, no issue once identified as easy enough to relabel and swap over the thermostats. Of bigger concern is that one of the downstairs rooms does not ever hit the thermostat temp of 21C. Given its currently mild outside and it calls for heat all day and does not get above 19, concerned when its freezing outside not going to get anywhere near desired temperature. After a 4 weeks wait someone came out, confirmed the zones were incorrectly labelled and advised the radiators needed balanced, and disappeared. No one ever phones you back despite multiple messages. Still waiting (another 2 weeks) for someone to call back and arrange the balancing (end of October).

6 weeks to organise another contractor to resolve an issue (not even an appointment in the future to get it fixed) is not acceptable and your words of having it in hand ring extremely hollow. I raised this in September before the "rush" of heating issues you are now experiencing - which for a heating company should not come as a surprise.

Update 12/3/26
Still waiting for a response or any action to resolve!!

Was told the install would take a week but it took 2 months! Bizarre process where the surveyor, designer and installer are all different people. Surveyor gave us incorrect information on possible locations and feasibility - I suspect he was on commission. The location we wanted turned out to be impossible and we had to move our cylinder cupboard too. Installer had never seen the house so no great surprise we had problems with the install. Communication and after care from EDF was non-existent and I had to chase them more than once. I even got sent emails meant for the installer giving ultimatums. The whole thing was a shambles and we regret doing it. Not convinced the system is going to work - we have 16 radiators but only 8 were replaced (with huge ones - we weren’t told they’d be so big!) and only 6 smart thermostats supplied for the 16 rads. Time will tell but early impressions aren’t great.

The team were all punctual, tidy and hard-working. The system was installed efficiently, and is working well.

I am an installer for EDF through C B Heating, Through their HPIN plus scheme I have been able to fit a heatpump and only supply pipe and fittings in my property. Everything went really smoothly, delivery on time and a big shout out to Phoebe who answered any questions quickly and efficiently, keeping in touch all the way through design and install. Thanks for everything team!! Great to see how the customer side of things works.

First fix was in February — it’s now October and the heat pump installation is still not finished.
EDF Heatpumps/CB Heating subcontracted the job, and both the plumber and electrician made serious mistakes. The hot water cylinder was set far too high and burned out, which could have caused serious damage to my home. The installer also did not return to fully connecting the system, leaving me with no heating.
A Daikin engineer eventually came to fix part of it, but the system is still fundamentally flawed. I’ve had an independent electrician quote £2,900 just to put the electrics right. This doesn't even include the plumbing work needed to get the system safe and working properly.
To make matters worse, since the faulty installation, my electricity bills have quadrupled. EDF are fully aware of the situation (I’ve been in regular contact) but they are doing nothing to rectify the problems.
We're now heading into winter and I have no confidence the system will work. This whole process has been stressful, expensive, and extremely disappointing. I would strongly urge others to think twice before using EDF Heatpumps/CB Heating for their installation.

I have to say the support I got over the phone from their engineer “GARY in Brighton” was outstanding, I had a problem with our new system and between us managed to get it working. CB are keeping in touch and hopefully will be dropping by to check everything is ok. Andrew

Heat loss calculations for the rooms were correct but the radiator sizes recommended were completely wrong some vastly oversized, some undersized and some rooms did not have a radiator allocated at all, I had to ask for the calculation factor and work out the radiator sizes myself, the unvented hot water cylinder that was installed was not compatible with my heat pump and affected the operation of the disinfectant mode which did not work at all, the cylinder is due to be changed, also the original cylinder did not comply with the G3 building regs so could not be signed off, I now understand why there is scepticism over changing to a heat pump as the designs being offered are not fit for purpose