Thermal Earth Ltd

• Ian Graham

  Apr 2026

  5

  Excellent service was provided by Thermal Earth for the annual service of two heat pumps, a GSHP at our and an ASHP at our daughter’s house. Our MasterTherm GHSP is ten years old now and we have had a few issues in the past, so I decided to ask Thermal Earth to service it this time as they are the importers of MasterTherm heat pumps into the UK and they are the experts, providing training courses for other installers. They said it would be easy for their engineer to service our daughter’s ASHP on the same day even though it was from a different manufacturer. The only problem was the fact that we are in East Lincolnshire and Thermal Earth are in South Wales, so the travel cost including a night stop for Dan, the engineer was very expensive. Dan arrived from South Wales at about 1130 am. He got straight to work and completed the work in about an hour. In addition to the annual service, he changed the magnetic filter in the ground loop, which had been leaking. He spotted rusting on one of the expansion vessels, which could have led to failure. He had a spare one in his van, so he changed it. He stopped a leak in a radiator valve and got another radiator working that hadn’t worked for some time. Our GSHP has been off-line for some time. Dan was able to say the problem was not the heat pump but our home internet. I have since found the problem. I had total confidence that this engineer, Dan knew his job extremely well. I cannot say the same about some others, whom I found in the past to service the GSHP. Dan then went to our daughter’s house. One issue with it, which I was told was not an issue by the installers, was that from time to time there was a discharge of water from an overflow. Dan immediately saw that the expansion vessel for the domestic hot water circuit had been wrongly installed the wrong side of a non-return valve, which effectively isolated it from the circuit. Was it worth the expense of Dan travelling to Lincs form S Wales? Yes, absolutely. Dan is an expert with this technology and he instilled confidence in his work. He fixed all outstanding issues and found solutions to problems that no one else I’d found was able to help with. I have found that a significant problem with heat pumps is after sales service. Renewable energy firms come and go with regularity. The company, who installed our GSHP have long since gone bust and recently the local firm that installed our daughter’s ASHP went bust. Therefore, sometimes it’s worth calling out experts, who will probably have to travel a considerable distance.

  Owner's reply

  Thank you so much for taking the time to leave such a detailed review. We really appreciate your trust in Thermal Earth to service both your Ground Source and Air Source Heat Pumps, especially given the distance involved. We’re delighted to hear that Dan was able to resolve a number of long-standing issues and provide the level of expertise and confidence you were looking for. As specialists in heat pump technology, we understand how important knowledgeable aftercare and support is — particularly as many homeowners can struggle to find experienced engineers once original installers are no longer operating. It was great to hear that Dan could not only service both systems, but also identify underlying faults, prevent future issues, and provide practical solutions that others had missed. We’ll be sure to pass your kind comments on to him. Thank you again for choosing Thermal Earth and for recognising the value of experienced, specialist support. We’re always happy to help, no matter where our customers are based. The Thermal Earth Team

• Adam Alsop

  Mar 2026

  1

  I waited until moving out before writing this, because what my family endured over two winters was unacceptable — and the responsibility for that lies firmly with Nick Salini, director of Thermal Earth. We bought a new-build on the Aspen Grove estate in Rumney, Cardiff in November 2022. As winter temperatures dropped, we had no heating and repeatedly lost hot water. The radiators were stone cold. Not “low temperature” completely cold. This continued across two full winters. Apprently, I was the only person on the estate with this problem - which was just one of the lies I was told. Our energy supplier at the time, Sero, repeatedly reset the system, which would temporarily work for a day before failing again. When I was eventually put directly in contact with Nick Salini, I was told there were “no alarms” on the system. When an engineer attended to carry out the heat pump service, more than 60 stored faults were found. According to Nick Salini these were from installation. For two years, despite repeated reports that we had no heating, no decisive action was taken. I requested service reports multiple times and they were not provided. I was given system data that could not possibly have reflected the reality of my property while we were living in a freezing house. It ultimately required the estate management company to physically intervene to get an engineer sent out. The fault was a failed weather compensation unit, a fundamental component that prevented the heat pump from increasing water temperature as outside temperatures dropped. In other words, the system was incapable of heating the house properly in winter. During this time, we were forced to rely on electric heaters and the boost function simply to survive, leading to a £543 electricity bill in one December alone, despite having no functioning heating system. We endured two freezing winters with two children under five, one of whom is autistic and struggled to understand why he had to sleep wearing a coat. Mr Salini was aware of our circumstances. There was still no urgency, no accountability, and no meaningful support or compensation offered. In my experience, this was not just a system failure it was a failure of leadership and responsibility. The prolonged inaction, denial of faults, and refusal to properly address the situation sit squarely with the director. I would strongly advise others to think very carefully before placing their trust in Thermal Earth. Nick Salini does not care about his customers, all he cares about is the money in his pocket.

  Owner's reply

  Thank you for taking the time to leave a review. I'm sorry your experience didn't meet your expectations, but I do need to address several points that don't reflect what actually happened. When you first reported issues, we investigated thoroughly. Your property had detailed energy monitoring installed by Sero on your heat pump and other electrical devices, they were your energy supplier at the time who you were asking for a reduction on your electric bills. We also have monitoring on our heat pump that showed your heat pump was operating correctly and maintaining your requested room temperatures. The Sero monitoring also showed significant electrical consumption from other appliances in the home — including a hot tub — which continued through the summer months and accounted for the high electricity bills you attributed to the heating system. You did experience an intermittent fault with a component in January 2024, which we attended and repaired promptly once it presented itself. This was a separate issue to an earlier call-out for a blocked ground loop filter. Prior to that fault occurring, the logged data confirmed the system was heating your home as designed. We take every customer concern seriously, and in this case we invested considerable time reviewing your system data, electrical consumption with Sero, attending your property, and communicating with you directly. The suggestion that there was inaction or a lack of care is simply not supported by the record. We have supplied or installed over 3,500 heat pumps since 2006 and take pride in the performance of our systems and supporting every one of our customers. We're happy to discuss this further privately if you wish. Nick Salini Director Thermal Earth Ltd

• Steve OB

  Feb 2026

  5

  We had our ground source heating system serviced by Daniel from Thermal Earth yesterday. Excellent customer service, courteous, considerate, helpful and knowledgeable. No hesitation in recommending him.

  Owner's reply

  Hi Steve, Thanks you for your kind words! Dan is a true asset and we will be sure to pass your feedback on. Kind regards Thermal Earth

• Patrick Melly

  Oct 2025

  5

  Excellent staff communication with no sales pressure allowing me to make an informed decision. Well done

  Owner's reply

  Thank you for your kind words! We’re really pleased to hear you felt supported and informed throughout the process — that’s exactly the experience we aim to provide. Your feedback means a lot to the team, and we’re delighted you’re happy with the service.

• Jenny Smith

  Oct 2025

  5

  Well over ten years ago Thermal Earth installed a heating system to the ground and first floors of our Barn Conversion. This included laying of insulation, pipework loops and liquid screeds. A borehole Ground Source Heat Pump was selected, the equipment being of the best quality including Domestic Hot Water. Its operation has been faultless and inexpensive to run. Thermal Earth are still in regular contact to arrange annual service checks. These are carried out efficiently by friendly helpful staff. This firm has recently replaced a water damaged Heat-pump system for a near neighbour, the original installer being totally uncooperative. I am so pleased that the new equipment has the same manufacturer as our system, and that Thermal Earth is still around to guide us, having recently moved into bigger premises.

  Owner's reply

  Hi Jenny, Thank you so much for taking the time to leave such a thoughtful review! It’s wonderful to hear from long-standing customers who are still enjoying the benefits of their heat pump after all these years. We really appreciate your continued trust and support — it means a lot to the whole team here at Thermal Earth.

• Lindsay Probert

  Sept 2025

  5

  Great service from the engineer who helped us with our heat exchange unit which needs a new part. Our biomass boiler is regularly serviced by Thermal Earth engineers who has always been efficient and extremely capable.

  Owner's reply

  Thank you for sharing your experience! We’re delighted to hear our engineers have provided great service and support for your biomass boiler and heat exchange unit. It’s always rewarding to know our team’s expertise is making a difference — we’ll be sure to pass your kind words on to them.

• Chris Bott

  Jun 2025

  4

  Great service on site with knowledgable and friendly engineers. Always help to improve the running of our heat pump system. Missing one star as you are required to pay for engineer mileage and I live far from their base, so often adds noticeable cost to my bill, so will consider local providers too.

  Owner's reply

  Dear Chris, Thank you for your feedback and for highlighting our engineers’ knowledge and service — we’re really glad to hear you’ve had a positive experience with the team. We completely understand your point about travel costs and appreciate your honesty. We always aim to offer the best possible service and value for all our customers, wherever they’re based, and your comments help us keep improving. Thanks again for choosing Thermal Earth!

• Elizabeth Banks

  Jun 2025

  5

  Most helpful and maintain the pump and cylinder.

  Owner's reply

  Thank you for your feedback! We’re glad to hear our team has been helpful and keeping your pump and cylinder running smoothly. We really appreciate your support!

• Bryony Hamilton

  May 2025

  5

  Daniel did an excellent job of servicing our solar thermal system and left everything neat and tidy. He was very friendly and inspired confidence and took the time to answer all my very many questions etc. We would definitely recommend him. Thanks so much! V and B Hamilton

  Owner's reply

  Thank you so much, V and B! We’re delighted to hear that Daniel provided such a thorough and friendly service for your solar thermal system. We’ll be sure to pass on your kind words to him — he’ll be thrilled. Your recommendation means a lot to us!

• Gary Davies

  May 2025

  5

  Had my air source heat pump serviced and a water leak repaired by thermal earth. I can only say the service was great and the communication also thank you

  Owner's reply

  Thank you for your kind words! We’re glad to hear your air source heat pump service and repair went smoothly, and that our communication met your expectations. We really appreciate your feedback!

Reviews pulled from Google Maps. We display them as posted by Google users.