07 August 2025
|
Samuel Girven, Marketing and Partnerships Manager, QURE Group, discusses everything from clear communication to complaint resolution — your guide to staying one step ahead on every install.
Working in the renewables space right now feels a bit like walking a tightrope. On one side, there’s the growing demand for new technology like heat pumps. On the other, a rising tide of public scrutiny and scepticism. You’ve got homeowners who want to do the right thing but don’t fully understand the tech, pressure from policy and funding schemes to meet installation targets, and a digital landscape that seems to thrive on heat pump horror stories. And in the middle of all that? You, the installer, expected to deliver seamless results while navigating all the complexities.
All you want to do is provide a great product with a great service, is that too much to ask? The UK is currently undergoing a major shift, heat pumps are no longer just for the eco-conscious early adopters, they’re quickly becoming mainstream heating systems. On the surface, that sounds great, but like with any emerging technology, there’s a lot of noise, and unfortunately, it’s often the negative voices that shout the loudest. A rise in questions, confusion and uncertainty are the biproduct, with some turning into further complaints.
I was recently at the InstallerSHOW and spoke with an installer who’d taken the leap into heat pumps, shifting his business to meet demand. He’s a one-man band, taking on one job at a time and pouring real pride into every install. With no room for disputes or delays, he goes the extra mile to make sure the customer understands exactly what they’re getting and how it all works. He told me it adds a bit more time up front but saves a world of stress later on. And that’s the point, sometimes, just spending an extra half hour explaining things clearly can make all the difference in avoiding confusion and worse, disputes down the line.
The truth is, complaints and misunderstandings are part of the job from time to time. But there are simple steps you can take to reduce the chances of them cropping up in the first place. Because you're not just fitting a heat pump, you're helping someone feel confident living with it, day in and day out.
Understanding learning styles
Heat pumps are relatively complex systems. While they’ve been around for decades, their current capabilities and integration into UK homes are still new for many homeowners. As an installer, you might know the ins and outs of COP ratings and flow temperatures, but your customer doesn’t. And how they take in that information matters.
People learn in different ways, some are visual learners, others prefer verbal explanations, or some may need to physically interact with the system, to fully understand how it all works. The best way to avoid confusion later is to cover your basis early. Ask the homeowner what style works best for them, so you can include this into your pre, during and post installation conversations.
Use visual aids, walk them through step by step, or even put together a simple user guide tailored to their system. Having a few different ways to explain things in your back pocket can make a big difference. It’s not just helpful after the install, it can also make the sales process smoother by reassuring those who might still be on the fence.
Communicate at every stage
Clear communication throughout the installation isn’t just good practice, it’s what sets you apart. At each stage of the installation, take some time to walk the customer through what’s happening. It’s a great chance to open up a two-way conversation, answer any questions, making them feel involved rather than just informed. The chances are they may even offer you a brew and a biscuit too, so it’s a win-win.
The power of a follow-up
Most complaints don’t stem from bad workmanship, the majority of the time it is due to misunderstandings or a lack of confidence in how to use the system. This is where a well-timed follow-up can help to clear up any issues, helping to maintain positive customer relationships.
A week or so after commissioning, schedule a return visit. It gives you the chance to check everything is running smoothly, answer any new questions, and clear up anything that the homeowner may have interpreted. It also allows you to show that your service doesn’t just stop once the job is done.
For installers offering aftercare packages, this kind of proactive support is a perfect way to demonstrate your ongoing value and remind your customer why sticking with you long-term is the smart choice. It encourages loyalty and can even spark referrals.
Prepare for complaints
Even when you’ve done everything right, clear communication, a quality install and excellent aftercare, a complaint can still land in your inbox. It is part of the job but it still deserves the same level of attention and care now, as it did during the sales process. Often the key difference between a complaint getting resolved and spiralling into something more, is as simple as how prepared you are.
Creating a simple ‘complaints handbook’ or internal guide isn’t about expecting the worse, it is about being ready. Ready to deliver a professional service. Ready to protect your time. Ready to preserve your reputation. It doesn’t need to be complex, just a few clear steps you can follow consistently to ensure the customer feels listened to, supported and reassured. It also helps you to stay compliant with your certification body or consumer code.
- Logging issues: One of the simplest, yet most valuable habit is to log every concern or complaint as soon as it arises. Whether that be a notebook, spreadsheet or a dedicated system, make notes of dates, times, what was said an any action taken. This creates a clear, factual record that you can refer back to if needed, helping you stay organised and accountable.
- Who responds and when: Set your team a simple service level agreement (SLA). It could be as easy as ‘acknowledge all complaints within 24 hours”. A prompt response alone can help de-escalate a situation, showing the customer that they’ve been heard and that you’re taking their issue seriously. Often, that’s half the battle.
- What information you may need to gather: Not all complaints are straightforward. Some may require photos, installer notes or communication logs. Be proactive by gathering the relevant information early on, especially should the complaint be escalated to another supplier. The more complete understanding, the more confidently you can resolve the issue, or defend your position if necessary.
But what happens if the customer doesn’t engage in your internal process? What can you do to find a fair resolution?
When the complaint turns to deadlock – Third party support
Sometimes, a complaint reaches a point where it feels like there’s no clear way forward. Communication has broken down, tensions are high and both sides are feeling stuck. This stage is what’s often referred to as deadlock, where frustration, confusion and hesitation take over.
So, what now? What’s the next step? How do you reach a fair resolution?
In my experience, this is where things often start to unravel. Neither party wants to engage, the homeowner is fed up and the installers have already moved on to the next job. No one is keen on another round of phone calls emails or paperwork, especially when time and energy is focused elsewhere. And this is exactly where independent thirdparty support can make all the difference.
What is Alternative Dispute Resolution (ADR)?
ADR is a fair and impartial way to help to keep things moving. ADR is not here to judge, it is about finding a resolution that works best for both sides. Happy installer, happy customer, no more deadlock. It really is that simple. At QURE Group, we focus on facts, not fairness. Our CTSI-approved mediators provide a structured space for both sides to explain their concerns, review the evidence, and work toward a solution that feels fair and constructive.
If you find yourself at a deadlock with no clear next step, don’t let it drag on. Reaching out for third-party support shows your customer that you are serious about their satisfaction, and takes the pressure off you, so you can stay focused on the job ahead.
