Heat pump owners complain en masse about lack of maintenance

More and more homeowners with a heat pump are experiencing problems with the maintenance of their system. Vereniging Eigen Huis (VEH) received nearly 2,000 reports last month from residents who are having trouble finding a mechanic or are not getting advice on what exactly is needed for maintenance. The complaints come mainly from people with newly built homes, where often nothing has been arranged for heat pump maintenance.

Three-quarters of the reporters say they need maintenance, but two-thirds do not get a maintenance contract arranged. VEH director Cindy Kremer expresses her concern about the situation: "Some homeowners spend years looking for an installer or can't find anyone after the manufacturer goes bankrupt. They are literally out in the cold after a breakdown. We are quite shocked by that."

One of the complications is that the outdoor unit of the heat pump is often located in a place that is difficult to access, such as on the roof between the solar panels. This makes maintenance extra complicated and costly. "Just find a company willing to come with an aerial platform at an acceptable price," Kremer said.

Certification and shortage of knowledge

Coen van de Sanden, director of NVKL, the trade association for refrigeration and air treatment, confirms to NOS that maintenance of heat pumps requires specific knowledge. Moreover, a legally defined certification is required to work on heat pumps. Many companies do not yet have this certification, causing them to refuse maintenance requests.

Hybrid heat pumps, which work in conjunction with a central heating boiler, also cause problems. Heat pump installers often don't want to service the central heating boiler for fear of malfunctions, while central heating boiler mechanics don't dare do the work once a heat pump is added. This sometimes leads to cancellation of maintenance contracts and much frustration among homeowners.

Young market with growing pains

According to Vereniging Eigen Huis, the lack of good maintenance options is partly due to the young market for heat pumps. Still, the association emphasizes that maintenance must be better regulated so as not to scare consumers away. VEH is therefore entering into discussions with industry associations and the government to develop clear guidelines for the maintenance of heat pumps and to ensure that there are enough expert installers.

Home Owners Association advocates the following:

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1. Clear information for consumers on required maintenance and an offer for a maintenance contract when purchasing a heat pump.

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2. Responsibility for the party delivering a new home to ensure a proper maintenance plan.

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3. Industry guidelines on required maintenance by type of heat pump.

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4. Plenty of installers who can service both hybrid heat pumps and central heating boilers.

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5. More clarity from the government on where heat pumps can be placed.

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6. Arrangements for maintenance options when a supplier goes out of business.

The large number of reports shows that there is much to be improved in the maintenance structure around heat pumps. Vereniging Eigen Huis hopes that the industry and the government will take their responsibility to give this sustainable technology a chance in the energy transition.