Captain Heat Pump LLP

• Alexis

  Jun 2026

  5

  We used Captain Heat Pump for a complex upgrade of our home heating system, including install of a new boiler, water softener, hot water cylinder, mains booster pump and new traditional style radiators throughout the property. Dean’s work is neat, tidy and timely, of a high standard, and we are delighted with the end result. Quotes are detailed, giving comfort in the scope of work. Dean was always willing to offer his guidance and talk us through anything that needed clarifying. Post install aftercare is great too. Dean will run you through how the system works and provided a detailed instruction manual so we can refer to it when needed. Dean obviously takes great care and pride in his work, and wants the best outcome for his clients. I would have no hesitation in recommending Dean for any type of heating work given the complexity of the job he did for us. Thanks Dean!

  Owner's reply

  Thank you Alexis — I am genuinely grateful for such a thoughtful review. Knowing you took the time to leave your first ever Google review makes it mean even more, and I really do appreciate it. It was a privilege to be trusted with such a future-ready upgrade to your beautiful home. With the boiler, hot water cylinder, boosted mains pressure, water softener, Wi-Fi controls, traditional radiators and towel rails all needing to work together properly, this was always going to be a project where design, specification, planning, care and commissioning really mattered. The traditional white radiators and towel rails with the brushed brass accents look absolutely fantastic, and I am really pleased that you and Elaine are as happy with the end result as I am. I am also glad the detailed quotation, labelling, handover information and aftercare have helped make the system easier to understand and live with. A system like this should not only perform well — it should also be clear, practical and manageable for the family using it every day. I always try to install and finish every system as if it were going into my own home, so your comments about care, pride and the standard of work mean a great deal. The only problem is that I showed my wife the radiators, and her response was: “Why can’t we have those in our house?” Thank you again for trusting Captain Heat Pump LLP with your home. I look forward to completing the full handover with you once the unpacking process settles down, and to supporting you, Elaine and the system for many years to come. Dean Croft Captain Heat Pump LLP

• niall mchale

  May 2026

  5

  Entirely great experience and great communication in diagnosing error messages

  Owner's reply

  Thank you, Niall, I really appreciate you taking the time to leave this review. This was a very good example of why, even when a heat pump system is still under the original installer’s warranty, it can sometimes be worth getting an independent specialist opinion first. You paid Captain Heat Pump LLP £120 including VAT for a one-hour Samsung EHS fault diagnosis visit. The value of that visit went much further than simply attending site and looking at an error code. Your system was repeatedly showing E911, with the occasional E919, and the key was to understand why the fault was happening rather than just keep resetting it or guessing. On site I checked the water quality, filter condition, Samsung controller information, system operation, flow rate and wider pipework arrangement. The water quality looked good, the filter was clear, and the controller showed the system was capable of achieving 24 litres per minute. That meant the evidence did not point to a simple dirty-system problem. From that diagnosis, I identified the likely installation issue and provided a clear written quotation and technical explanation covering the bypass requirement, pipework correction, refill/flush process, and first annual service/fine tuning. That gave you something proper to send back to the original installer. I am very pleased that the original installer has now carried out the bypass work and that the system is running properly. In practical terms, for just £120 including VAT, you now have the system you should have been given at the start — but as a homeowner, you were never to know what was missing or what needed correcting. This is exactly why independent heat pump fault-finding matters. A proper diagnosis protects the customer, prevents unnecessary costs, and gives the homeowner clear evidence when remedial work should fairly go back to the original installer. Thank you again for trusting Captain Heat Pump LLP. Reviews like yours help other homeowners understand that sometimes a small independent diagnostic visit can unlock the right outcome and save a much larger cost later.

• Niels Christiansen

  May 2026

  5

  I had Dean conduct the 1st service on my heat pump as I thought it a good idea to not have the original installers mark their own homework. Dean provided an absolute fantactic service. His attention to detail was exceptional and his thoroughness exposed a few minor installation issues to be rectified. He provided photo and video evidence of his service and the issues identified. He adjusted settings on the system to optimise flow and performance and provided a few ideas on how to improve performance further. I know a bit more about heat pumps than the average user (without working in the industry) so have come across a few plumbers that knew less about their operation than I did. Not with Dean, his knowledge was far superior to mine. Throw in his passion for what he does and I cannot recommend him highly enough.

  Owner's reply

  Thank you very much, Niels, for such a detailed and thoughtful review. It really does mean a great deal, especially coming from one of the best-educated heat pump customers I have had the pleasure of meeting. There is a lot of poor information out there, and it takes a genuine interest in how a system should perform to cut through the fluff. I completely agree with your point about not always wanting the original installer to “mark their own homework”. A first heat pump service, installation check and independent report can be extremely valuable once the system has had time to run in. By that point, the precision engineering has settled, the moving parts are working in harmony, the controls have had real-world use, and the unit should be operating at its best. That is the perfect time to check whether the entire system is working properly: the design, commissioning, underfloor heating flow rates, controls, settings and general installation quality all need to work together with the heat pump. That is the ideal start to a long-lasting, efficient and reliable system. I see too many five-year-old heat pumps that sound like twelve-year-old units because they have never been serviced, or have not been serviced properly. You have also benefited from sending my reports back to the original installer so that installation defects could be corrected under their warranty. That is the heat pump industry I want to be part of: one where we all work together towards better efficiency and minimum fuel wastage. My inbox lights up every day with the same message: “My heat pump is so expensive to run.” The truth is that even an excellent heat pump — often the biggest electrical appliance in the home — can waste serious energy if the design, commissioning, flow rates, controls, servicing and optimisation are not right. While heat pumps still heat only in 1% of UK homes, the industry needs to address these issues now, before poor installations damage public confidence at scale. My biggest concern is where the same businesses install the heat pump and then sell the electricity afterwards, because a badly optimised system can quietly become a very profitable electricity customer. That is why I believe the first service is so important. Once the unit is run in, it will rarely be in a better position to demonstrate its true efficiency. Done properly, the first service is not just routine maintenance; it is an opportunity to optimise performance, protect long-term reliability, identify installation issues early, and help the homeowner achieve the best possible running costs. I am very pleased that the attention to detail, photo and video evidence, and clear reporting gave you confidence in what was found. The aim is never simply to tick a service box. The Captain Heat Pump way is to carry out a proper heat pump service, installation check and performance review, with clear evidence, honest advice and practical recommendations. I have spent thousands on CRM systems over the years, but today we use WhatsApp messaging because it gives a simple year-on-year record of the system’s full lifespan. At a moment’s notice, we can look back through the history if a problem reveals itself, whether I am on site or not. That helps me prepare properly for each visit, with the correct tools, parts and background information. Thank you as well for recognising the system optimisation work. Small adjustments to flow, performance settings and control strategy can make a real difference to comfort, efficiency and running costs when carried out properly and understood in context. Your comments about knowledge and passion are genuinely appreciated. Heat pumps are a specialist area, and homeowners deserve advice from someone who understands not only the equipment, but the full heating system around it. Thank you again for your trust, your recommendation, and the opportunity to carry out your first heat pump service, independent installation review and warranty-rela

• anika davis

  Apr 2026

  5

  Dean is highly professional and knowledgeable in renewable/ heatpump technology. He goes above & beyond to help solve problems & immediately knew from a simple message what was wrong with my pump. I would highly recommend him

  Owner's reply

  Thank you so much, Anika, for your lovely review. I really do appreciate your kind words and your recommendation. It means a great deal to know that my knowledge, quick diagnosis and commitment to helping properly came across so clearly. My aim is always to give honest advice, clear answers and practical solutions, especially when a heating or heat pump problem is causing worry and stress. Unfortunately, Anika, I am attending more and more new-build properties purchased within the last three years where the homeowner has been given little or none of the legal handover and compliance paperwork they should have received. That is a serious issue, because it can leave new homeowners exposed to unnecessarily high fuel costs and energy usage, uncertainty over whether the system has been designed, commissioned and signed off properly, and significant expense later if they decide to sell. Where there is no documentation for a sealed heating system, a heat pump installation, and potentially dangerous unvented hot water cylinders, that raises a very important question: how do you know it is safe? If there is no proper sign-off, no named qualified engineer, and no company registration details attached to the work, the homeowner is left without the reassurance they should have as to who carried out the installation and whether it was completed to the required standard. In England, hot water safety is specifically covered by Building Regulations guidance under Approved Document G, which is why proper installation, competence and certification matter so much. That is why I will always do my best to support anyone in this position. It is simply not fair for people to spend so much on a home and then discover they have not been given the paperwork and handover information needed to protect them. Proper heating design, proper commissioning, proper handover and proper documentation are not optional extras; they are part of leaving a homeowner with a system that is efficient, dependable, safe and straightforward to live with for the long term. Thank you again, Anika, for your trust and your recommendation. If anyone reading this has bought a newer property, has concerns about a heat pump installation, or feels they were not given the correct handover documents, please do get in touch. I am always happy to help with fault finding, free practical advice, document checks, system reviews and clear guidance on the best route forward.

• MissLeasha M

  Apr 2026

  5

  Dean has been amazing and really helpful in fixing our heating pump. I would recommend him to everyone. He will give you a full breakdown of works that needs doing. Dean knows his stuff and I cant thank him enough for all his help. Keep up the great work!! 😊😊

  Owner's reply

  Thank you so much, Leasha, for your lovely review. Although all of the arrangements were made with you over WhatsApp on behalf of your mum, Patricia, it was very clear throughout just how much care and support you give her. Hearing Patricia describe you as her rock was genuinely moving, and it was a wonderful relationship to see. I am very grateful for your kind words about the work carried out. My approach is always to give a full and honest breakdown of what is needed, what has caused the issue, and what will give the best long-term result. Heating and heat pump problems can be stressful for families, so I believe proper advice, clear communication and transparent reporting are just as important as the repair itself. Thank you as well for your recommendation. Reviews like this really do help other homeowners feel confident about picking up the phone, asking the right questions and getting proper, knowledgeable advice before committing to works. If anyone is looking for clear guidance, honest recommendations, tidy workmanship and someone who will properly explain the job from start to finish, please do get in touch. Thank you again, Leasha. It was a real pleasure helping you and your mum, and I truly appreciate your support.

• Jim Urquhart

  Apr 2026

  4

  My experience leads me to believe Dean goes about his job methodically because of the questions asked and info he requires before even proposing a solution. I look forward to working with him in the future

  Owner's reply

  Thank you, Jim, for your review. I appreciate your recognition of the methodical way I approach heat pump projects. I ask detailed questions at the outset because every property deserves a solution that is properly designed from the start, with close attention to efficiency, control, reliability and long-term serviceability. I was genuinely surprised that the previous businesses you approached had not identified a key issue: once a substantial extension has been added to a property, the original heat pump is often no longer correctly sized for the increased heat demand. That is exactly why proper assessment matters before any recommendation is made. I would always rather give honest advice freely than see a homeowner make an expensive mistake in the heat pump market. Unfortunately, there is still far too much mixed messaging in the industry, and in some cases advice appears to be driven more by sales than by proper design. My focus is, and always will be, on helping people choose a system that is genuinely right for their home and that will be dependable, efficient and straightforward to live with for the long term. Thank you again, Jim. I look forward to working with you in the future.

• Linscer iPad

  Apr 2026

  5

  Excellent service from Dean, from initially visiting us and advising us on the best solutions to replace our old system to the fitting of the new heat pump. He is extremely knowledgeable & very helpful on all matters heat pumps. Dean was polite, punctual and did an amazingly tidy job. So pleased he was recommended to us and we wouldn’t hesitate in recommending him.

  Owner's reply

  Thank you very much for such a thoughtful review. It was a pleasure to help from the initial visit and advice stage through to replacing your older Hitachi system with the new Clivet EDGE EVO 2.0 EXC 7.1 and commissioning everything correctly. Projects like this are rarely a simple swap, and in your case the existing electrical spur supply and ageing control wiring made the works more challenging than first appeared. That is all part of the give and take when working on older heating systems, and I was very happy to absorb the extra time needed to put everything right and ensure a safe, seamless and dependable transition to the new setup. I am delighted that you were pleased with the advice, punctuality and tidy finish. My aim is never simply to replace equipment, but to leave every customer with a modern, efficient and well-presented heating system that delivers improved control and monitoring, straightforward day-to-day operation, strong long-term value and real peace of mind. Thank you again for your recommendation, and welcome to the Captain Heat Pump Owners family, with the added reassurance of your market-leading 10-year warranty.

• Juan Jose Gonzalez

  Apr 2026

  5

  Excellent work and highly trustworthy. Dean adjusted his schedule to assist with urgent work, which was greatly appreciated. He was very transparent throughout, providing photos of both the issues and the completed work. It’s clear he’s an expert in heat pumps—he efficiently repaired and serviced the system while clearly explaining the problem and the required maintenance. I would strongly recommend Captain Pump!

  Owner's reply

  Thank you very much for taking the time to write this review Juan. I was pleased to be able to adjust my schedule and assist with your heating and hot water issue so promptly. Transparency and clear communication are very important to me, so I am glad you found the photos and explanations helpful. Your recommendation means a great deal, and I truly appreciate your trust in Captain Heat Pump LLP. It was a pleasure to help, and I look forward to assisting you again whenever needed.

• Eleanor Simpson

  Feb 2026

  5

  Dean was very professional and always kept us updated with what he was doing. No one seems to have a clue about our heating as it's a heat pump but at last we've found someone who does and did a brilliant job. He was in my loft for at least half a day sorting all the wrong wiring out and had to come back a few times as it's been set up completely wrong but he did a fantastic job. And left everything clean and tidy when leaving 😁 Truly and nice guy and efficient worker. Thank you for sorting out our heating.

  Owner's reply

  Thanks so much for taking the time to write this — it genuinely means a lot. 😊 When I first saw how the system had been set up, it was one of those jobs where you can immediately understand why you’d been getting random lockouts at the worst possible times. Intermittent faults like that are the most frustrating because they feel like they have “no pattern” — but once you strip it back and test properly, the clues always show themselves. In your case there were a few issues stacking on top of each other: piping problems, wiring errors, and (most importantly) no proper freeze protection in place. That combination can make a heat pump behave unpredictably and it’s exactly why so many people struggle to diagnose them properly. Fair play to you both for sticking with it for so long — and I’m really pleased we’ve now got it running the way it should have from day one. Quiet, stable, and just doing its job in the background… like a kitten purring. 🐾 If anything ever doesn’t look or sound right, you know where I am. Thanks again for trusting me with it, and I’m glad you’ve finally got reliable heating and most importantly for Tom Plentiful Hot Water.

• Darren Hickey

  Feb 2026

  5

  Had a few issues with my previous company regarding my Air Source Heat Pump.. Dean inspected and identified the problem.. If you want someone that is punctual knowledgeable and records the works carried out using videos and photographic evidence,then you won’t be disappointed in his professionalism.. Difficult to find tradesmen with his honesty and work ethic.. No hidden agenda the price is the price and have forwarded his details to three other residence who has used his services.. Thank you Dean for your prompt response to my no longer problem.

  Owner's reply

  Darren — thank you for taking the time to write this. It genuinely means a lot. You’d had a frustrating experience before I arrived, and that’s unfortunately something I hear too often — multiple engineers, time lost, extra charges, and problems still not resolved. That isn’t how fault diagnosis should work. With air source heat pumps especially, the issue is usually there if you know where to look. A structured inspection, proper testing, and documenting the work with video and photos removes doubt and protects the homeowner. Transparency matters. The price is agreed upfront, and it stays that way. I’m pleased we were able to identify the fault quickly and put a permanent fix in place — without unnecessary delays, call-backs, or inflated costs. Thank you as well for recommending me to others locally. Independent specialists grow through trust and results, not sales tactics. I appreciate the confidence.

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