What heat pump owners say after their first winter

5 October 2026

If you have ever wondered what living with a heat pump is like day to day once the novelty wears off, there is now a large, independent answer. On 24 September 2026 the Department for Energy Security and Net Zero published the final evaluation of the Boiler Upgrade Scheme, the grant that has helped tens of thousands of homes in England and Wales switch to low carbon heating.

The research was carried out by independent evaluators (ICF, with Eunomia, University College London and BMG Research). Its follow-up survey reached more than 3,700 households between 9 and 21 months after installation, so after at least one full heating season.

Comfort, hot water and noise

The headline finding is that satisfaction grows with time. Shortly after installation, 80 percent of owners were satisfied with their system. After a winter, that rose to 91 percent, with almost two thirds very satisfied.

• Warmth: 93 percent said indoor temperatures were about right, including on the coldest mornings and evenings. Many said there was a period of adjustment while they got used to steady, gentle heat rather than quick bursts.
• Hot water: 94 percent said the hot water temperature was about right.
• Noise: 89 percent were happy with the noise, and 85 percent remained happy during cold spells when the unit works hardest.
• Reliability: 70 percent had had no problems at all. Where issues did occur, they were usually fixed by the installer, and only 1 percent made a formal complaint to the Microgeneration Certification Scheme.

What happened to bills

Bills are where experiences varied most, and it is worth reading these numbers carefully.

Across everyone surveyed, 42 percent said their total energy bills went down, 14 percent said they stayed the same and 13 percent said they went up. Among people who could compare, 61 percent saw a fall.

For homes like many in Forest Row that replaced an oil boiler, 38 percent reported lower bills and 19 percent reported higher bills. That is a smaller saving than for homes replacing gas (52 percent saw bills fall), and the survey took place before this year's sharp rise in heating oil prices, so today's comparison may look different. The report does not give pound figures.

Three things were linked to better results:

• The right tariff. Nearly half of owners had switched electricity tariff, and those on time-of-use or dedicated heat pump tariffs were more likely to report lower bills.
• Solar and batteries. Half of those who added a home battery reported lower bills, against 38 percent of those who did not.
• Good set-up. Only 26 percent felt completely confident programming their system to keep running costs down. Where the handover was weaker, people needed more follow-up help.

The pros and cons in one place

Pros

• High satisfaction that increases after a winter of use
• Comfortable temperatures and plentiful hot water for the vast majority
• Quiet enough for nearly nine in ten owners, even in cold weather
• Most installs are quick and trouble-free

Cons

• Bill savings are not guaranteed, especially when replacing oil, and depend heavily on tariff and set-up
• Many owners found servicing cost more than they expected
• A poor handover leaves people less confident about running their system well

What this means for Forest Row

Many homes in the village are off the gas grid and heated by oil. For them, the Boiler Upgrade Scheme grant is now 9,000 pounds, and this evaluation is a useful reality check: most people end up comfortable and pleased, but the money side rewards a bit of homework.

Fabric comes first. A well-insulated, draught-proofed home needs a smaller heat pump and lower water temperatures, which is where the savings come from. After that, three questions are worth asking any installer:

• How will you set up the weather compensation curve, and will you show me how to adjust it?
• Which tariff would suit this system, and roughly what will it cost to run?
• What does an annual service cost, and who carries it out?

Your next step

Before you get quotes, check your Energy Performance Certificate on the government register so you know where your home stands, and see what support applies on our grants page. When you are ready to compare installers, our audited local suppliers list is a good place to start. Already have a quote? Send it to our quotes and bills review for a free suitability pre-check, or bring it to our next drop-in on Saturday 17 October, 11:30 to 13:30, at Forest Row Community Centre (the Rose Room).

*Source: Department for Energy Security and Net Zero, Evaluation of the Boiler Upgrade Scheme: 2026 Final Report, published 24 September 2026. Weather compensation guidance: Energy Saving Trust.*

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