Here are some of the most frequently asked questions we hear at TES.
I think my biomass boiler requires a service so that I can continue receiving my RHI payments?
In order to satisfy the requirements or the RHI, you need to have your biomass boiler “maintained in-line with the manufacturer’s warrantee”. This normally means you need two services a year. We are fully certified to provide a complete maintenance service, ensuring that your RHI payment remains unaffected.
My installer has gone bankrupt. Who should I turn to?
If you cannot contact your original installer, we are here to help. Unfortunately there were many installers out there who only came into this industry for a quick profit. Our engineers have been servicing renewable energy systems since before subsidies came in, and our experience and expertise on a range of different products ensures that we will be around long after the subsidies disappear.
My renewable energy system is broken. How long until you can come and fix it?
We will endeavour to help you as quickly as we can through our emergency call-out service. The majority of problems can be fixed in one visit, see our breakdowns pages for heat pumps and biomass boilers. However, if there is high demand we will prioritise those clients who have already taken out a maintenance contract with us.
Why won’t my installer renew my service and maintenance contract?
In our experience, sometimes they just have too much installation work to do to go around fixing systems. As we don’t install systems, we are 100% focused on service and breakdowns.
I have just moved and don’t have servicing details for my heat pump. Can it still be fixed or maintained?
Yes absolutely. Our expertise covers a wide range of heat pumps so we are in a great position to help you pick up the pieces and diagnose any problems you are having. In the rare case of a badly designed system, we can offer consultancy to put it right.
My heat pump is new, why should it need servicing at all?
A well-designed system will last many years, but the constant wear and tear is demanding on any mechanical machinery. Much like for a car, a regular service is important to spot potential problems early and maintain smooth running.
My heat pump is constantly in alarm mode. What does it mean?
Heat pumps will occasionally let you know how hard they are working, particularly at times of high demand. The alarm logs are useful in helping our engineers resolve issues and getting the heat pump back to full efficiency. A constant alarm or shut down means that immediate help should be sought. Alarm codes vary from machine to machine but our engineers have the expertise to decipher the error and put it right.
My heat pump is making strange noises. Is that normal?
You can expect the occasional clunk or whirr from your system, but if your unit or motors constantly run loudly or vibrate then it’s best to get one of our engineers to come and take a closer look. You system may still be working now, but better to catch a problem before it breaks down.
What can I expect when your engineers are here?
Nothing but the best quality service. They will give you a full run down of work completed, actions taken and any additional work that needs to be agreed. As part of our servicing work, they will undertake a comprehensive check-list to ensure that your renewable energy system is performing to optimum standard both mechanically and electrically.
How can I be sure that this is a long-term solution?
Our engineers have been maintaining renewable energy systems for many years. There are very few problems that they have not seen. We have built our company around high levels of engineering experience and competence.
I cannot find an engineer to service my biomass boiler. Can you help?
Yes. Our aim is to provide a first-class biomass boiler service throughout England and Wales. Please contact us to find out how we can help you.
How do I know that the materials you use will be durable and therefore improve my system performance?
We use trusted suppliers such as nuenta who we know only stock the best quality materials available. In the case of warranty work, we normally work directly with the manufacturer.
Can’t a local plumber fix my heat pump system?
Can I be flexible in choosing my heat pump contract?
We offer one or three year maintenance contracts, with a discount for those choosing to take out the three year term. Our biomass contract offers four levels of cover in order to meet your particular requirements and budget.
I have been let down by previous maintenance companies. How can I trust TES?
Sadly we come across this question all too often, we encounter the work of undertrained plumbers offering sub-standard solutions at reduced prices. We rely on expertise, experience and quality. However, you don’t have to take our word for it. We can put you in touch with any number of satisfied clients who will tell you themselves.
Do I get what I pay for?
Yes. Our work is all transparently priced and accounted for.