Air to Water Heat Pump Handbook

Transcription

1 Air to Water Heat Pump Handbook Repairs Service For general advice: % (Option One)

2 Your home has been selected to have an air to water heat pump fitted. This leaflet gives important information about the work that will be carried out to your home and how it could affect you. Please read the leaflet carefully and if you have any questions or concerns please discuss them with the surveyor, during your home visit. Depending on the type of home you live in, the work may vary slightly from what is stated in this leaflet. Contents Page Why do we need to do this work? 2 Before work starts 3 During and after the work 7 Changing your electricity tariff 8 Health and safety advice 10 Further information 12 Complaints, comments or compliments 13 How to contact us 13 Customer Service Points 14 1 Air to Water Heat Pump Handbook

3 Why do we need to do this work? Heating, like any other element of your home has a lifespan. Your heating system has now reached the end of its life. We need to fit an air to water heat pump, which will supply both heating and hot water to your home. Do I need to have this work done We strongly recommend that you agree to this work now as: n your home will be warmer, at a lower cost. n your home will be more energy efficient. n you will have better control over when you want heating and hot water. A disclaimer form will have to be signed if you refuse this work. What will be installed? We will fit: n an air to water heat pump, which will be fitted on an outside wall. n radiators in every room (where possible), along with thermostatic controls. These allow you to set the temperature in each room. n a room thermostat, to allow you to choose when you want your heating and hot water to come on and off. n a control panel, and a new hot water storage tank in your airing cupboard. Air to Water Heat Pump Handbook 2

4 How does an air source heat pump work? An air to water heat pump works by extracting heat from the outside air. The temperature of this heat is then boosted and is used to heat water for your central heating and hot water system (e.g. shower, bath, sink and wash basin). Air to water heat pumps are very efficient and can work even when it is very cold outside. They work in the same way as a common fridge, but heat the air instead of cooling it. Before work starts All of our staff, contractors and sub-contractors carry ID badges. Please make sure that you are happy with their identity before letting them into your home. If in any doubt close the door and contact the Customer Services Centre on (Option one). Home Visit You will be visited by our surveyor who will: n explain the work to be done and how it will affect your household. n survey the area where the work is to be carried out. n tell you what is required from you during the works with regard to your health and safety, together with your responsibilities to the installers. n explain where the air source heat pump will be fitted. n if required, agree with you the position of new/replacement radiators. 3 Air to Water Heat Pump Handbook

5 When will the work be done? Our surveyor will agree a start date with you. If your circumstances change (eg, you have to go into hospital) please contact us on , as soon as possible, so we can arrange an alternative date. In most cases the work should be finished within 5 working days. Who will do the work? The work will be carried out by Bristol City Council and contractors. We have our own installation team that is fully accredited for the installation of air source heat pumps. All staff work to a code of conduct. They will: n dress appropriately and take care of their personal appearance. n make every attempt to turn up at agreed times. n identify themselves on arrival at your home and whenever requested. n be polite and courteous at all times. n work in a safe and secure manner. n respect your choice of lifestyle, culture, beliefs or opinions. n carry out the work to a high standard. n use dust sheets, where appropriate. n remove all waste and leave the work area in a clean, tidy and liveable condition, at the end of each working day. Air to Water Heat Pump Handbook 4

6 They will not: n use your toilet, power, gas or water without seeking your permission. If they do use your toilet, they will leave it clean. n use offensive language, play music or take part in loud or disorderly behaviour. n comment on your home, you or your lifestyle. n smoke in your home, consume alcohol or use banned substances. n eat food, unless offered, or leave wrappers or empty containers in your home. n bring visitors unrelated to the work, animals or pets into your home. n interfere with or mistreat your animals or pets, if you have any. n block your driveway, access paths, parking area or your vehicles without seeking your permission and then for no longer than is necessary. n use any part of your home for on-site storage without seeking your permission if they need to do so. n use your phone, except in the case of an emergency, without seeking your permission. n leave your home unsecured or subject to damage from the elements. 5 Air to Water Heat Pump Handbook

7 What is required before the work starts? Prior to work starting you will need to: n empty your airing cupboard. n turn off any night storage heaters 24 hours before the installation beings. You may also need to: n lift carpets, move furniture and store any valuables, ornaments, mirrors and pictures as indicated by the surveyor. If you are unable to move any large items (eg, disability, age or ill health), please let the surveyor know. They may be able to arrange for this to be done but you will be asked to complete a disclaimer form. We cannot be held responsible for any damage. Sometimes there can be a problem in relaying floor coverings. If there is you will be responsible for fitting an alternative. What will be done? n the existing heating system will be removed. n an air to water heat pump will be fitted to an outside wall. n a new hot water cylinder and control panel will be fitted. n new radiators, associated pipe work and thermostatic valves will be fitted. n a programmable room thermostat will be fitted and set to your requirements once the installation is complete. Air to Water Heat Pump Handbook 6

8 During and after the work What disruption will there be? During the work you will have no heating or hot water. If required we can provide temporary electric heaters. It is possible that work will be carried out in several rooms at the same time. Unfortunately this is unavoidable. Your home will be treated with courtesy and respect. Dust sheets will be put down and any mess cleared away at the end of every day. Will my decorations be damaged? We aim to minimise any damage to your decoration to a minimum. No allowances will be made towards the cost of redecoration. How do I know the work is done properly? At the end of the work the installation will be checked to ensure the system has been fitted correctly and is working properly. How can I control when my heating is on? To enable control over when your central heating comes on and off a timer control will be fitted. You will be shown how to use it. If after being shown you are still not sure, please ask the installer to go through it with you again. We want to make sure that you feel comfortable in using the system. For future reference an instruction manual will be given to you. 7 Air to Water Heat Pump Handbook

9 Please do not touch anything other than the room thermostat and the thermostatic controls on the radiators. The system is very delicately balanced and if you touch anything else, it could cause the system to stop working. What do I need to do if my heating/hot water fails? If you have any problems please contact the Customer Services Centre on (Option one) Monday to Friday 8.30am to 6pm. Outside of these times and if it is an emergency contact our Emergency Control Centre on Please give full details of what is wrong. Servicing the heat pump annually To ensure that your air to water heat pump works correctly it is important that it is serviced every year. We will contact you to arrange this. Changing your electricity tariff When your air to water heat pump has been installed you must contact your electricity supplier to advise them that: 1 You are no longer using the Economy 7 Tariff and that the meter needs to be removed or disconnected. 2 Your heating and hot water is now provided by an air to water heat pump. 3 You need to change your electricity tariff to a discounted tariff for using a low carbon heating system. We will be able to give you advice if you need it. Air to Water Heat Pump Handbook 8

10 Listed below are the telephone numbers and website addresses of the main electricty companies. You may want to ask a relative, carer, support worker or friend to call on your behalf. If you do you will need to be present during the call as the electricity company will want to speak to you. This is to check that you are happy for someone to speak to them on your behalf. Company Telephone Website Number British Gas E.on EDF Energy N Power Scottish Power Southern Electric SSE Swalec Air to Water Heat Pump Handbook

11 Health and Safety Advice Health and safety issues are very important to us. We will ensure that all work undertaken is carried out in a responsible and safe manner. Depending on the extent of the works, you will need to be aware of the following hazards. Children Please ensure that children are not allowed to play, or are left, in any areas where work is being carried out. This includes any scaffolding that we may need to put up, in order to install the heat pump. Employees of Bristol City Council and contractors and subcontractors are not allowed to enter the property if there are unaccompanied children under the age of 16. Pets Please remember that the disturbance may cause some distress to pets. Please keep them out of harms way during the works to ensure that they do not get injured or cause any accidents. Restricted access During the works we may need to place some temporary barriers to restrict access. If you need to get into these areas for any reason then please inform a member of site personnel. Dust and noise Although we strive to keep the disturbance to a minimum, a certain amount of dust and noise cannot be avoided. Floor protection will be used at all times. We will clean up during the works and at the end of the day. Air to Water Heat Pump Handbook 10

12 Trips and falls You will need to be aware that at times building materials may be in your home and extra care will need to be taken when moving around. Tools and equipment Please do not touch any tools or equipment belonging to the people working on your property. This could result in injuries or accidents. Safe and secure Whilst working in your home, we will ensure that your property and belongings are treated with respect. Confidentiality Please be assured that any information about you will be kept confidential and your right to privacy will be respected. Outside your home There may be times when work is carried out around the outside of your home. Please take care around any scaffolding, barriers or materials. Please Note: Bristol City Council has an obligation under the Health & Safety at Work Act 1974 to provide a safe working environment for its employees, contractors and sub-contractors. You are therefore asked to respect their right to work in a smoke free atmosphere and not to smoke for the duration of their visit. Your cooperation will be appreciated. By law our staff, contractors and sub-contractors must wear personal protective equipment including safety shoes. Where requested they will wear overshoes, but due to the equipment they will be using, they will not be able to remove their shoes. 11 Air to Water Heat Pump Handbook

13 Satisfied with the service you received? At the end of the work we will check to make sure that everything is working properly. As part of this visit you will be given a satisfaction survey, asking you to rate the service you received from us. If you can complete and return it to us in the freepost envelope provided. we would be very grateful. Your comments will help us to continually improve the service we provide. Further information Further factsheets are available on the following subjects: n asbestos n condensation n external repairs and painting programme n frost precautions n gas servicing n lettings standard n smoke detectors Air to Water Heat Pump Handbook 12

14 Complaints, comments or compliments Bristol City Council is committed to providing a high quality service to all its customers and welcomes your feedback. You can do this by submitting a complaint, comment or compliment, about the services you have received. If you wish to do this you can complete our online form at You can also obtain a fair comment leaflet from any Customer Service Point or by contacting our Customer Services Centre. How to contact us If you need to contact the Repairs and Maintenance Service details are set out below. General enquiries: (Option one) Textphone: Fax: By Post: Repairs, PO Box 595, Bristol BS99 2AW By repairorders@bristol.gov.uk By Internet: 13 Air to Water Heat Pump Handbook

15 Customer Service Points If you would like to see someone in person you can visit any Customer Service Point. Please note opening hours are Monday, Tuesday and Thursday from 9am to 5pm, Wednesday 10.30am to 5pm and Friday 9am to 4.30pm. Extended opening times are available at Phoenix Court, please telephone to check. Fishponds Robinson House, Hockeys Lane, Fishponds, Bristol BS16 3HL Hartcliffe Symes House, Peterson Square, Hartcliffe, Bristol BS13 0BD Southmead Southmead House, Greystoke Avenue, Southmead, Bristol BS10 6BQ Central Bristol Phoenix Court, Bond Street South Bristol BS1 3PH. Lawrence Weston Out of hours emergencies Ridingleaze House, Tel: Lawrence Weston, Textphone: Bristol BS11 0QE Fax: If you are unsure which team you need or you have a customers service related enquiry you can customer.servicepoints@bristol.gov.uk. Air to Water Heat Pump Handbook 14

16 Translations If English is not your first language and you need a translation, we can get one for you. Bengali Polish Chinese Portuguese Gujarati Punjabi Hindi Kurdish Kosovan Somali Urdu Vietnamese If you would like this information in a different format, for example, braille, audio tape, large print or computer disk please contact us using the details provided in the booklet. Written, designed and printed by Bristol City Council BD2823 Nov 2012