1. Experiences with the installation and use of Air Source Heat Pumps Donald Lockhart Development Director Albyn Housing Society Ltd

2. Background Albyn’s area of operation Currently over 200 installations Technology utilised: NIBE (exhaust air systems) Daiken Altherma Mitsubishi Ecodan

3. Most housing types have been involved

4. Why ASHP? Push for innovation - policy and organisationally for Albyn, Scottish Government Predicted CO2 savings Fuel Poverty issues and energy prices together with lack of fuel choice Most stock is off the gas network Compliance with Building Standards

5. From theory to practice…Case Study 1 Project of off-site manufactured, closed panel ‘supa-wall’ homes Specified NIBE exhaust air systems Initial optimism about running costs replaced by some customer dissatisfaction about efficiency and cost Issues mostly resolved by full recommissioning and resolution of controls conflicts created by design or installation Customer education found to be poor

6. From theory to practice… Case Study 2 Reponses from Customer surveys of 5 projects (pictured) 82% of respondents feel warm in their homes, 18% don’t feel warm in winter 75% felt heating was economical, 25% felt it is too expensive or more expensive than they thought it would be. Average £240 per quarter ranging from £115 - £480 per quarter One group of residents subsequently petitioned the Society with complaints about their heating

7. From theory to practice… Comments from Customers “Controls too complicated” “Heating a bit fiddly.. When I first moved in the house was always cold” “Air units are expensive and not as effective as claimed” “Cost me more than expected but maybe fair enough for this size of property” “Easy to get the temperature you want when you want it” “Best insulated house ever.” “Still waiting for heating instruction – all I know it’s Economy 7” “Still not sure heating is at its most economical – don’t like to mess about with it.”

8. Case Study 3 Development of 23 houses and flats Customer survey revealed serious issues with heating performance Issues of radiator and Heat Pump sizing Serious question of design liability Ironically a Special effort to place overall design in hands of “expert” contractor Problem still unresolved but will require significant remedial work

9. Housing association Affinity Sutton residents' anger at heating system woes in Maidenbower We are not alone…..

10. Case Study Lessons Adequate commissioning processes are essential including installation settings Customer literature needs to be simplified Higher running costs – whose issue is it? Manage expectations – don’t overhype the benefits Be aware of customer expectations Get the design right and be clear who is responsible for it

11. So what to do… Role of the wider electricity market A special renewables electricity tariff? Improved heating controls and after sales service Serious effort in improving monitoring of systems eg the Mitsubishi Live Monitoring system On our part improved customer liaison and support