If you install an air source heat pump in your home between now and March 2022 it is possible to benefit from the Domestic Renewable Heat Incentive (DRHI) scheme run by the UK Government. This scheme was set up to help promote the installation of renewable heating systems in the home, whereby subsidy payments are paid to those who have an eligible system installed every 3 months over a 7 year period.
With Igloo's Clean Heat Switch we can help to reduce the up-front cost of your heat pump via a process called Assignment of Rights. What this means is that we can claim the DRHI payments on your behalf instead of you receiving the payments over 7 years. In return for you assigning these payments over to us, we will provide you with a vastly reduced system price.
If you chose to proceed with Igloo’s Clean Heat Switch, there are a couple of actions and considerations you need to be aware of which we have outlined below (plus some useful links at the end):
Within 14 days of the system being Commissioned you will need to complete your online application for the Domestic RHI and Nominate Igloo Renewable Assets Limited as your registered investor.
To remain compliant with the scheme, you will need to ensure the new heating system remains in good working order and is serviced once a year in accordance with the manufacturer guidelines (you will need to do this anyway to ensure your warranty remains valid). We can provide this service for you, though you are free to use other service providers if preferred.
You will need to spend a few minutes once a year submitting an annual declaration via Ofgem’s MyRHI portal.
If there are any changes to your heating system, for example it stops working, needs repair or is changed in any way you will need to notify Ofgem and Igloo. If ownership of the heating installation changes (e.g. if you sell your home) you will also need to notify us and Ofgem at least 28 days prior to the change of ownership.
You will need to notify Ofgem of any changes that might impact your RHI eligibility (e.g. if the property remains unoccupied for more than 183 days in a year, or if you later receive public grants for the installation). Again, you will need to do this whether you choose to go with our Clean Heat Switch or not.
Ofgem’s Essential Guide for Domestic RHI applicants:
Dealing with Government schemes can be complicated, but we have a lot of experience doing so and are here to help you understand your options and the full details. If you have any questions, please do get in touch with the team who will be happy to help.
Hybrid heating is a combination of your existing boiler with a highly efficient air source heat pump and smart heating controls combining to create a highly efficient heating system that uses less energy, costs less to run and is better for the environment.
Once installed, the air source heat pump will convert the heat from the outside air into warm air or hot water to be used inside your home. Depending on current energy prices, the outside temperature and your home's heat capacity, our intelligent controls will decide when to use your heat pump or your boiler so as to ensure your home is heated in the most cost-efficient way.
How does an air source heat pump work?
Unlike your boiler which uses fossil fuel combustion to generate heat, an air source heat pump uses a small amount of electricity to convert the heat found naturally in the outside air (even at minus temperatures), into a fluid. This fluid passes through a compressor where its temperature is increased, these higher temperatures are then transferred to the heating and hot water circuits of your home.
What does an air source heat pump sound like?
Because heat pumps come in all shapes and sizes, the sound and volume of noise they make varies between models and manufacturers. Fortunately, due to government regulations, a heat pump shouldn’t make more than a low whirring sound providing it is working properly.
If the noise pollution is 42 decibels or more from the nearest neighbouring property, the installation would need planning permission.
The RHI scheme was introduced for homeowners in England, Wales and Scotland by the government in 2016 as part of their commitment to reduce the UK's carbon emissions and to become carbon neutral by 2050.
Once you are successfully enrolled on this scheme you will receive quarterly payments from the government based on the amount of clean, renewable heat that your heat pump produces. These payments are guaranteed for 7 years.
What is MMSP?
The government's Meter Monitoring Service Package (MMSP) is a useful way to monitor the ongoing performance of your new heating system, providing you with the peace of mind that the system is working efficiently.
You can view and monitor performance information about your new heating system via our online portal. Once you have been successfully enrolled onto the government's scheme you will receive £1610 in financial support.
Is hybrid heating suitable for my home?
Is a hybrid heating system suitable for my home?
Our hybrid heating system is suitable for most homes. Your engineer will be able to confirm if a hybrid heating system would be a suitable addition to your property.
Customers who currently rely on oil or LPG for their heat, or people using a significant amount of gas to heat their home are likely to save their most on their heating by switching to our hybrid heating solution.
Will you need to survey my property?
Yes. As part of your heat pump design stage a trained engineer will visit your home to determine the heat loss of your house along with the best place to locate your system.
How much space do I need?
The unit is of a similar size to a washing machine, although the actual size may vary slightly depending on the energy requirements of your properly.
Ideally, the external unit for your heat pump should be installed somewhere which provides a 1m boundary around it. This ensures that there is a decent flow of air to allow your heat pump to function efficiently. Your installer will visit your home and will determine the best place to position your heat pump.
Does a hybrid heating system work with my existing radiators?
Yes. Our hybrid heating solution will work with most average sized radiators. During your home survey, your installer will let you know if any modifications are needed.
Does a hybrid heating system work with my underfloor heating?
Yes, underfloor heating works well with our system. Heat pumps are able to emit a continuous flow of heat (around 40°C) and these temperatures make underfloor heating with a hybrid heating solution a great combination.
What is an Energy Performance Certificate (EPC)?
An Energy Performance Certificate (EPC) is a rating given to your home which summarises its energy efficiency. The home is given a rating between A (Very efficient) - G (Inefficient), the EPC will also include the most cost effective ways to improve your homes energy rating. A valid EPC (within the last two years) is required in order to receive your payments from the government.
Energy Performance Certificates (EPC)
What is an EPC and do I need a new one?
An Energy Performance Certificate (EPC) contains information about a property’s energy use and suggestions on how to make the property more efficient. The EPC tells us heat demand and loss within your house, so we know how much heat you will require and can design a system that is specific to the requirements of your house.
To meet the requirements for installing an air source heat pump, and to take advantage of the current government grants, an EPC must be dated within the past two years and accurately reflect the current layout of your home.
In order to claim the Renewable Heat Incentive (RHI), you will need to check if your EPC indicates insulation work is required to bring your home up to the standard needed for RHI payments. If so, you’ll need to have this completed and obtain a new EPC before you can claim RHI. Our heating experts will be able to advise you if this is the case for your property.
How do I know if I need to get a new EPC?
You will need a new EPC survey completed if any of the following apply to you:
There is no EPC for your home on the EPC register website
There is an EPC for your home but it is more than 2 years old
Your EPC is less than two years old but you have made changes to the layout and/or energy efficiency measures in your home since the EPC was completed
Some older EPC certificates do not contain the information we need on space heating and water heating values and therefore need to be updated
How do I get a new EPC?
We work with EasyEPC and Nationwide EPC to ensure you have a quick route to getting an EPC, if you need a new one as part of the survey or installation process. If you have any further questions about whether you’ll need an EPC, request a callback from one of our sales team who can talk you through the process.
Surveys and installations during Covid-19
We're doing everything to make sure we operate safely during the Covid-19 situation. In addition to home visits, we now also offer offer virtual surveys. Our experts can assess your home over a video call to let you know whether an air source heat pump can work with your home.
Home visit surveys and installations
We've taken the following measures to make sure our home visits and installations can go ahead safely:
Before entering your home our engineers will thoroughly wash their hands, and put on gloves and masks if you request it.
During the installation we keep up regular hand washing and follow the guidelines of social distancing.
After installing, we will thoroughly clean any areas we work in, including wiping down any surfaces we come into contact with using antibacterial wipes.
If you have any concerns, please get in touch and we can answer any of your questions.
The terms and conditions for "Free heating for a year" promotion are as follows:
1. In order to benefit from this promotion, you must meet the following entry criteria:
1.1. You must enter into a contract to buy a Midea air source heat pump (ASHP) from us. You must have accepted the contract by midnight on 31 August 2021 at the latest.
1.2. Your contract must be an “assignment of rights” contract. This means that you will sign up to the Ofgem Renewable Heat Incentive (RHI) scheme with us as your Registered Investor, and we will take over the long-term income under the RHI in exchange for giving you an up-front discount on the cost of your Midea ASHP.
1.3. You must have the Midea ASHP installed, by us, no later than 31 October 2021. We will honour the promotion if your Midea ASHP is installed after 31 October 2021 because of a delay that was within our control.
1.4. You must be a customer of our sister company, Igloo Energy (registered number 09812716), for electricity. You must either have switched to Igloo Energy, or be in the process of switching, by 31 October 2021 at the latest. If your switch does not complete then you will not be eligible for the promotion, because there will be no way to allocate the Rewards to you (see rule 3.3 below).
2. If you’ve met the entry criteria, we will arrange for Igloo Energy to credit your account with Rewards so that the electricity needed to run your Midea ASHP is free for the first 12 months. Igloo Energy may extend this offer at their discretion.
3. There are some important conditions on this promotion, as follows:
3.1. We will calculate how much energy is needed to run your Midea ASHP in the first 12 months when we complete your home survey, before installing the Midea ASHP. We will tell you this amount before you sign the contract for your Midea ASHP.
3.2. At the same time, we will calculate how much it will cost you to buy this electricity from Igloo Energy. We will use Igloo Energy’s “Pioneer” tariff to make this calculation, using the prices prevailing at the time of the calculation. We will tell you this amount before you sign the contract for your Midea ASHP.
3.4. Once you are on-supply with Igloo Energy, they will credit your Reward Account with Rewards to reflect the electricity consumption of your Midea ASHP for the first 12 months. This will initially be based on our calculation, but Igloo Energy reserves the right to adjust this from time to time, to reflect your actual consumption. They may also extend the duration of this offer at their discretion.
3.5. Our calculations, and any adjustments made by Igloo Energy, are final. Neither we nor Igloo Energy are responsible if you use more electricity than calculated, or if Igloo Energy change their prices.
3.6. Rewards are not redeemable as cash, so you will need to stay on-supply with Igloo Energy until you have redeemed all of your Rewards in order to receive the full benefit of this promotion.
Igloo Works Air Source Heat Pump Survey - Terms and Conditions
What is the cost of your survey?
We charge a nominal fee of:-
£50 for a virtual survey;
£100 for an onsite survey.
What do you get from the survey?
Based on the survey we do on your home, we will provide you with your air source heat pump proposal pack which includes:
A performance estimate (which outlines what you can expect from the system);
A floorplan showing radiator and services locations;
A contract, detailing our terms of business;
An order form;
Express request for installation work to commence;
A cancellation form – in case you change your mind;
A HIES brochure which outlines the consumer protection scheme we have in place.
From this pack you will be able to determine:
The system we propose to install;
Planned radiator and services locations;
Your home’s heat loss assessment;
Your existing radiators;
The level of insulation at your home;
The financial incentives you may be eligible for;
An estimate of your total financial benefit with the system.
If you choose to purchase an air source heat pump from us, the survey fees you have paid will be refunded as a deduction from the final cost of your installation.
If wish to cancel the process entirely, your survey appointments, or rearrange, you can do so as long as you have provided us with not less than 48 hours’ notice before the scheduled survey, which ends no later than the earlier of:-
the end of the original Cancellation Period of 14 days, pre any waiver of cooling off period; or
the date you waived the Cancellation Period as per any cooling off period waiver/start work early instruction you return to us;
from the date you have paid your survey fee. Outside of that your survey fees are non-refundable.
If, once the required surveys, have taken place:-
we decide your home isn’t suitable for an air source heat pump, we will refund you any survey fees you have paid;
if you decide not to proceed, any survey fees you have paid are non refundable.
What do you need for a virtual survey?
Floor plan of your house.
An energy performance certificate no older than 2 years as at the date of survey.
Height and width of your radiators.
What do you need for an onsite survey?
An energy performance certificate no older than 2 years as at the date of survey.
A floor plan provided in advance is always helpful but not a necessity for it to go ahead.
By replacing your old thermostat with the tado° Smart Thermostat you can experience a new level of comfort and control while saving energy and costs. With your heating controls at your fingertips, you can easily check and adapt the temperature of your home to your liking.
Geofencing helps you save energy when nobody is home by giving you prompts to turn your heating down if nobody is in
Open window detection will notify you to turn your heating off if it identifies a window is open, preventing unnecessary heating
Weather Adaptation utilises the weather in order to heat your home more efficiently
Heating error messages informs you about issues with your heating system and provides direct assistance and advice
You can make your home even more comfortable by automating Geofencing and Open Window Detection Auto-Assist. Auto-Assist is available in the app for only £2.99 per month, and can be cancelled at anytime.
These two features do work without Auto-Assist. You will simply be notified via push notifications to (de)activate the heating if the features are triggered.
How have you calculated my personalised saving?
Our calculation uses information about your energy consumption and home, along with data you provide in the Me & My Home section of the Igloo portal. From this, we estimate how much energy we think it likely that you will save by installing tado°, tailored to your personal circumstances and energy use. We specifically use the following questions to further refine the saving:
Your current controls
Your current set point
How you heat your home today
If you feel that any of these may be incorrect you can log into the tado° product page and edit the answers. The system will automatically recalculate the saving for you.
Our estimates are based on some industry data and cannot cater for every scenario yet. Although we're working on making it smarter over time, there may be specific reasons why your home uses energy differently (for example, you're an excellent chef and use gas to cook significantly more than the UK average or you may use your gas for an additional annexe or outbuilding which isn't then controlled by tado°).
However, you can rest assured knowing that our personalised saving is backed up by our Igloo Energy Savings Guarantee and if you're not completely happy that you're saving money after we have told you you will, we will provide a full refund in the first 12 months.
What is the Igloo Energy Savings Guarantee?
If we have told you that tado° will save you money and you are not convinced that it has after 6 months of use, you may return the product to us (as long as it is within 12 months of the purchasing date) and get a full refund.
What version of the smart thermostat are you selling?
We are selling the V3+ model. This is the most up to date model available and contains all of the latest features.
Can I install this on my own?
Yes. tado° is incredibly easy to install with over 95% of tado°'s customers completing it themselves without the help of an experienced engineer.
The installation assistant contains detailed step-by-step instructions for just your heating system showing how to unmount the existing system and replacing it with tado° devices.
What warranty applies to the tado° products Igloo sell?
Your tado° products are under warranty for 24 months from the date of purchase. If you have taken professional installation from us this is covered by a 12 month warranty.
Smarter heating with tado°
One recommendation we have that can help you save energy is installing the tado° smart thermostat, which can help customers reduce their heating and hot water bills and give you control of your heating from your phone.
Using less is the best way to reduce your bills. As you know at Igloo that's what we want to help you do - use less, in smarter and easier ways. tado° gives you more control and convenience, with their smartphone app giving you full control over your heating wherever you are.
You can find out more about tado° by heading over to our product page here.
For more suggestions on simple steps you can take at home to lower your usage and save money, please take a look at our energy saving tips.
Does tado° work in my home?
Which systems is tado° compatible with?
tado° works with almost all heating systems in apartments and houses that have their own heating boiler, regardless of how old the heating system is or whether it uses radiators or underfloor heating.
Currently, tado° is compatible with almost all heating systems, including:
Combi, system and heat-only boilers
Conventional and condensing boilers
Hydronic underfloor systems
Electric underfloor systems (maximum switching current of 6A)
Air source and ground source heat pumps (heating only)
Zoned systems (one tado° Smart Thermostat per zone)
Switched live systems
Potential-free (dry-contact) systems with low-voltage analog and digital bus interfaces
Does tado° work with electric underfloor heating?
Yes, tado° can be connected to electric underfloor heating if these requirements are met:
The electric underfloor heating system switches no more than 6 Amps. Most electric underfloor systems will draw significantly more than this unless they use a relay.
The system does not require a floor temperature sensor.
You can determine if your underfloor heating system uses more than 6 Amps or requires a floor temperature sensor by consulting the user manual or asking a certified electrician.
Does tado° work if I have ‘wet’ underfloor heating?
Yes, but you will need to make sure you purchase the right number of additional thermostats so you can manage each zone.
If you've got any concerns and want advice, you can contact us and we'll do our best to help identify whether tado° will work in your home.
How do I know which kit to buy?
We currently offer three tado° bundles for your home.
Our heating bundle includes the tado° Starter Kit V3+.
You'll need this kit if all of the below apply:
You have a wired thermostat
You have a single heating zone
You do not have a hot water tank
Heating & hot water
Our heating & hot water bundles come with an Extension Kit.
You'll need an Extension Kit if any of the following apply:
You have a hot water tank and would like tado° to control the hot water
You have no existing room thermostat
You would like to relocate your existing thermostat
You currently have a thermostat that communicates wirelessly
The Extension Kit can only be used as an add-on along with the Smart Thermostat, and only one Extension Kit can be installed per account.
How do I know if I have a hot water tank?
Heating systems with hot water tanks tend to be found in larger homes and with the hot water tank typically located in your loft or in an airing cupboard.
Systems with a hot water tank will heat and store hot water for when it is needed, while a combi boiler without a hot water tank will heat your water (and the boiler will fire up) each time you need it.
How do I know if my thermostat is wired or wireless?
A wireless thermostat is battery operated and is typically either mounted on a backplate on your wall or sits on a stand and can be moved around your house.
If you have one of these, you will need to buy the Heating and Hot Water bundle with the Extension Kit, even if you don't have a hot water tank.
Our multiple zones bundle allows you to add additional thermostats to control multiple heating zones or underfloor heating.
How do I know how many heating zones I have?
How many thermostats you currently have will tell you how many heating zones you have:
0 or 1 = 1 zone
2 = 2 zones
3 = 3 zones
and so on.
If you've got any concerns and want advice, you can contact us and we'll do our best to help identify the right kit for you.
Who will deliver my smart thermostat?
Your tado° products will be packaged by our delivery partner Advanced Direct Mail and will be shipped out using DPD. You will be able to track your delivery at https://www.dpd.co.uk/service/ using the tracking number included in the email you will receive once your products have been dispatched.
Where is my delivery?
If you are concerned about your delivery and you have not yet received your dispatch confirmation with tracking details through DPD, then please contact our customer service desk and they will be able to provide you with an update.
If you have received your dispatch confirmation, you will have been provided with a tracking number which you can use through the DPD website to track your order to your front door.
What to do after your installation
What do I need to do after my tado° has been installed?
As part of the installation process, you should have set up an account by visiting https://www.tado.com/start. In your tado° account you can then set up your home and register your tado° devices. You should also download the tado° app so you can control your heating on the move.
My tado° has an error/fault/issue.
For technical issues you should speak to tado°’s customer service team. You can do this via their live chat at tado.com. You will get an instant response and the issue will either be resolved or you will be directed to their customer support team, via phone on 020 3893 2059.
For more information about tado°, visit the product page here.
Returns and Cancellations
Can I cancel or make changes to my order?
Once your order has been placed, we will not be able to make any changes. If you want to add a product e.g. the Extension Kit you will need to do so as a new order and return the original items to us.
I’ve changed my mind; how can I return my tado°?
If you have had your system for less than 30 days and the kit has not been installed please contact our customer service desk and we can let you know how you can send it back for a full refund.
What do I do if I want to send the kit back?
If you want to send the kit back you will need to contact our customer service desk and a member of our team will email you a copy of our returns form (or you can download it from here). Once received you will need to fill it out and email a copy to email@example.com and print out a copy to enclose with the kit. You should send the kit to the address on the returns form:
If you are sending it back within your 14 day cooling off period, then we will reimburse you reasonable delivery costs. In this instance please contact our customer service desk who will ask you to provide a copy of your delivery receipt.
I want a refund, I don’t think I am making any savings.
If you don't think you are saving and you have had the kit installed for more than 6 months then you can send it back under the Igloo energy savings guarantee. This request will need to be made within 12 months of the purchase date.
For more information about tado°, visit the product page here.
Smart Heating Research Project - General
How do I set up my temperature logger on my smart device?
You can either use the instructions that came with the device or use this video. Note the video shows an older type of heat logger, however the process remains the same.
Please place your heat logger on your thermostat, or as close to it as you can. If this is not possible, then place it in the room where you spend most of your time in your home. Avoid placing your logger in direct sunlight or above a heat source such as a radiator or on a mantlepiece.
When will I get my heating report?
We will notify you by email when your report is available.
How do I know my heat logger is working?
After pairing the heat logger to your smartphone, you should be able to see the temperature and humidity figures with the SensorBlue app. If these turn green and change value, the device is successfully collecting data. If they do not turn green and change value, make sure Bluetooth is switched on and that the heat logger is within the Bluetooth range of your smartphone.
How do I send Igloo the data file from the SensorBlue app?
The video below shows you how to send the data from the SensorBlue app to Igloo, step-by-step. If you have any difficulties, the FAQs below should help.
How to withdraw from the Smart Heat Research Project
You can withdraw from the project at any time, by simply sending an email to firstname.lastname@example.org.
Please note if you withdraw before the 31st March 2022, you will not be entered into the £1000 prize draw.
Smart Heating Research Project - Troubleshooting
How do I change the battery?
The temperature logger uses a CR2477 coin cell.
Using a flat screwdriver, gently pry apart, starting at the notch on the side of the casing.
Push the battery out and replace with a new CR2477 battery.
Turn on the App, and then press the gold button on the PCB board. You will see the LED flash.
After you see the temperature and humidity turn green on the App. Clip the plastic case back together.
How is my heat logger being delivered?
It will be delivered by Royal Mail, it is a small package and will fit through a standard letter box, you do not need to be in when it is delivered.
I am moving to a new house, can I still take part in the research trial?
Unfortunately, moving to a new house meaning that you can no longer take part in the trial. You may keep the heat logger but please contact email@example.com before you move so that we can explain how to send us the temperature data collected so far.
I do not have access to my email account on the smart device where I use the SensorBlue app, how do I send you the data?
The SensorBlue app can offer a number of other ways to share the data, such as via Dropbox, Google drive or iCloud. Once you have uploaded the CSV file to one of these locations you would need to access the data from another device (with email enabled) to send the file as an email attachment to
firstname.lastname@example.org. (Do not forget to include your postcode in the subject
line to help us link your data to the right account.)
Note you can have the SensorBlue app on multiple devices, all connected to the same heat logger.
It takes a long time to synchronise the data to my smartphone, is that normal?
Yes, this can take a few minutes, especially if it has been a few days since you last synchronised. The synchronisation process is done via Bluetooth, so make sure your smartphone is close to the heat logger while syncing.
My heat logger arrived damaged; can I have a new one?
The synchronisation failed before it had finished, what do I do?
Don’t worry if this happens, just hit the green Retry button on the app. It may have failed because you had moved out of Bluetooth range, so you may need to move your smartphone closer to the heat logger.
Why do I need to add my postcode in the subject line of the email?
Adding your postcode to the email subject line will help us ensure we link your heat logger data to the right account.