14 May 2026
|
Adam Foy, CEO at Ideal Heating, discusses the shift to low-carbon heating which puts installers at the centre of guiding customer decisions. Success depends less on technology debates and more on trust, reliable systems and strong manufacturer support.
As the UK shifts towards low-carbon heating, installers are being relied upon to guide more complex customer conversations than ever before. But beyond the debate between boilers and heat pumps, it is trust, support and long-term responsibility that will determine whether the transition succeeds.
The focus on low-carbon heating is one of the most significant changes the UK heating industry has ever faced. Policy, technology and consumer expectations are rapidly evolving, and installers sit right at the centre of that shift.
In many ways, installers have become the translators of the energy transition, often carrying the responsibility of helping customers navigate complex decisions while keeping projects on track day-to-day.
Homeowners hear about net zero targets, electrification and heat pumps through the media, government announcements and marketing campaigns. But when it comes to making a decision about their own home, most people still turn to the same person they always have: their installer.
That means the real transition is not happening in policy documents or conference halls. It is happening in kitchens, living rooms and utility cupboards across the country, in conversations between installers and their customers. Those conversations matter more than ever.
The debate is often framed the wrong way
Much of the public debate around heating has become framed as a technology argument. Boilers versus heat pumps. Old versus new. Gas versus electric.
In reality, the situation is far more nuanced.
At Ideal Heating we manufacture both boilers and heat pumps, and we are investing heavily in the future of renewable heating technologies. But our perspective is shaped by more than a century of heating British homes. What we have learned over that time is simple. The right heating solution depends on the home and the customer’s circumstances.
And installers remain the relied-on voice in helping customers navigate the transition.
Renewables are an essential part of the future
There is no question that heat pumps will play a major role in the future of heating. Manufacturers have a responsibility to support that shift with meaningful drive and investment.
We are currently delivering a £60 million transformation programme at our Hull headquarters, spanning manufacturing, distribution and research and development focused on low-carbon heating technologies.
A key part of this investment is our £19 million UK Technology Centre in Hull, dedicated to developing next-generation heat pumps and renewable heating systems.
The centre brings together more than 100 engineers, designers and specialists working on the technologies that will help shape the future of home heating.
Alongside this research and development investment, we have also expanded UK manufacturing capacity for our air source heat pumps, including the Logic Air range. Our ambition is to significantly scale domestic heat pump production, with the capability to manufacture more than 115,000 air source heat pumps annually by 2030 as demand grows. Supporting infrastructure such as pre-plumbed cylinders, including products manufactured by our sister brand Gledhill, will also scale alongside this growth, helping support integrated renewable heating systems.
The installer remains at the core
As renewable technologies become more common, installers are increasingly expected to guide customers through a wider range of considerations.
Installers are discussing heat loss calculations, system design, cylinder sizing, insulation levels and how systems will operate in day-to-day life.
These conversations require knowledge, confidence and trust. And installers should be supported by manufacturers to be able to do this.
It’s why training has become such a critical part of the transition. Through Ideal’s Expert Academy training network, installers can access both in-person courses and digital learning designed to support engineers working with both boilers and heat pumps.
The questions customers are not always asking
While the industry debate often focuses on the technology itself, installers frequently f ind themselves answering a different set of questions from customers.
- Will the system keep my home warm?
- Will I still have reliable hot water?
- And what happens if something goes wrong in a few years’ time?
These are simple questions, but they reflect what homeowners really care about: reliability, reassurance and support.
That is where installers again play a crucial role, often going beyond installation to help customers feel confident in their decisions.
Alongside explaining the technology, installers are also helping customers understand the long-term picture, including warranties, service support and who ultimately stands behind the system.
Understanding warranties and responsibility
Warranties are a good example of where clarity is essential.
Across the heating market, many systems are marketed with extended warranty periods. On the surface, these headline figures can make products appear very similar.
But as installers know, the structure behind those warranties can vary.
In some cases, the structure of a warranty can mean installers are more involved in supporting the system over time, which can add pressure to the role if responsibilities are not clearly defined from the outset.
For homeowners, that distinction is not always obvious.
Installers therefore play an important role in helping customers understand what a warranty really means in practice, who provides the cover, how support works and what happens if something goes wrong several years down the line.
For installers, this raises an important point. They are already the trusted face of the industry, often supporting customers long after installation. The question is not whether installers are willing to stand behind their work they do, every day - but who is supporting them in return.
Clear manufacturer-backed warranties, accessible technical support and ongoing training all play a role in ensuring installers are not left carrying that responsibility alone.
Support infrastructure matters more than ever
As heating systems become more sophisticated, the support infrastructure behind them becomes increasingly important.
Technical advice, training, spare parts availability and manufacturer support all play a role in ensuring systems perform as expected over their lifespan.
This is particularly important for renewable technologies where installers may encounter new installation scenarios or technical questions as adoption increases. Manufacturers therefore have a responsibility to ensure installers are properly supported, not just at the point of installation, but throughout the life of the system.
For us, this includes technical support teams, training through the Expert Academy, and wider initiatives designed to support installers working across both boilers and heat pumps. Because ultimately, the success of any heating technology depends on how well it works in real homes.
Reframing the conversation
The transition to low-carbon heating represents an exciting moment for the industry. New technologies, new skills and new opportunities are emerging as the sector evolves.
But as the debate continues, it is important that we do not lose sight of what matters most to customers.
Homeowners want systems that work. They want reliable heating, dependable hot water and the confidence that support will be there if something goes wrong.
Installers are the professionals who deliver that reassurance, and they deserve to be supported by manufacturers who stand alongside them.
By guiding customers not only on the technology but also on warranties, service and long-term support, installers play a critical role in ensuring the energy transition works in practice, not just in theory.
The future of heating will undoubtedly include more renewable technologies. That is both necessary and positive. But the fundamentals of the industry remain the same.
Great products, skilled installers and strong support behind every system. That combination is what will ultimately give customers the confidence to embrace the next generation of heating.
