‘Heat pump talk – effective conversations between customers and installers throughout the heat pump installation journey’ follows the customer journey from the initial ‘enquiry stage’ through to the ‘post-installation stage’ and sheds light on the most frequently asked customer questions. ‘Heat pump talk’ also provides example responses and follow-up questions for heating professionals to discuss with their customers.

The guide was produced as part of the ‘Electrification of Heat’ Demonstration Project. The project, which is funded by the Department for Energy Security and Net Zero (DESNZ) (formerly the Department for Business, Energy, and Industrial Strategy (BEIS)), seeks to better understand the feasibility of a large-scale rollout of heat pumps in homes across the UK.

During the ‘Electrification of Heat’ Demonstration Project, Energy Systems Catapult (ESC) spoke to many participants and installers about their experience of installing heat pumps. From this, ESC learned how customers and installers can interact most effectively at different stages of the customer journey.

Interview case studies were conducted with several of the participants, and three participants were asked specifically about communicating effectively with installers based on their experience in the project. Three heating engineers installing heat pumps on behalf of the project were interviewed about how to have effective conversations with consumers, the findings of which helped to produce the ‘Heat pump talk’ guide.