FAQs

• What areas do you cover?

  We offer heat pump service plans across North East England, including these areas:

  NE – Newcastle, North Tyneside, South East Northumberland and the coast
  

  DH – Durham City, Chester-le-Street, Sacriston and nearby villages
  

  SR – Sunderland, Seaham and surrounding areas
  

  DL – Darlington, Barnard Castle, Richmond and nearby towns and villages
  

  TS – Middlesbrough, Stockton-on-Tees, Redcar, Billingham and surrounding areas

  Outside these areas? Get in touch.

  We’re expanding, and we’ll let you know when we reach your area.

• Can you service my specific heat pump model?

  Yes.

  We service air source and hybrid heat pumps from all leading brands, including systems installed by other companies.

  Whether yours is new or has been keeping you warm for years, our local engineers can help.

  You don’t need to track down the original installer to book a service with us.

• Who carries out the service?

  A local engineer with specialist heat pump training and experience will service your system.

  We arrange your appointment and send you reminders.

  Your engineer will text you when they’re on the way.

  If you have questions before or after your service, our friendly team is here to help.

• Can I book a one-off service or join a plan?

  Yes. Choose whichever works for you:

  • One-off service from £225: Pay once, with no ongoing commitment.
  • Annual plan from £15 a month: Your first service costs from £90. Monthly payments start afterwards and go towards your next annual service. It’s a 12-month plan.

  Both include a heat pump service and certificate. You can add a boiler service or cylinder service for an extra charge.

• How do I get 60% off my first service?

  Join our annual plan and your first heat pump service costs from £90 instead of £225, saving you £135.

  The discount applies to your first heat pump service under a annual plan.

  Boiler and cylinder services can be added as an optional extra.

  The discount is not available with a one-off service booking.

• When can I book my first service?

  You can book straight away, even if your service isn’t due yet. Choose an available date and a morning or afternoon appointment.

  We’ll text you when your engineer is on the way.

• How do payments work?

  Annual plan: Set up your Direct Debit when you book. When we collect your first-service payment depends on your appointment date:

  • Within three months: We request the payment when you book. It takes a few days to leave your bank account.
  • More than three months away: We collect the payment around a week before your service.

  Your first service costs from £90. We’ll show you the total price and payment dates before you confirm.

  One-off service: Pay from £225 by card when you book. There are no monthly payments.

• When do my monthly payments start?

  Your monthly payments start after your first service, from £15 a month.

  You choose your monthly payment date when you book. We’ll show you the first collection date on confirmation.

• What do my monthly payments pay for?

  They spread the cost of your next annual service. For a heat pump service alone, that’s £180 across 12 monthly payments of £15.

  Your plan also includes priority call-outs, 10% off repairs and other services, service reminders and automatic booking each year.

• Are repairs and optional extras included?

  Repairs cost extra. We’ll give you a quote and only carry out the work with your approval. Plan customers get 10% off repairs and other services.

  You can add a boiler service or cylinder service when booking. We’ll show you the total price before you confirm.

• Is this an insurance or repair contract?

  No.

  It’s an annual service plan. Your first service costs from £90, then monthly payments from £15 go towards your next annual service.

  Repairs cost extra. If we find something that needs fixing, we’ll give you a quote and only go ahead with your approval. Plan customers get 10% off repairs.

  Boiler and cylinder services are optional extras. We’ll show you the total price before you book.

• Will Mutha Cuva affect my heat pump warranty?

  A Mutha Cuva service helps keep your heat pump warranty valid.

  Regular servicing helps you meet your manufacturer’s warranty requirements.

  We follow the manufacturer’s servicing guidance and give you a digital service certificate after each service.

  Warranty requirements vary.

  Check your warranty terms for any specific servicing conditions, including whether your cylinder or other parts of the system also need servicing.

  Your certificate records the work we’ve done. Keep it with your warranty documents in case you need to make a claim.

• Can I change or cancel my service appointment?

  Yes.

  You can change your appointment as many times as you like, free of charge, up to 48 hours before it starts.

  You can also cancel free of charge with at least 48 hours’ notice.

  If you change or cancel with less than 48 hours’ notice, we charge 50% of your booked service price.