Heat pump support
Welcome to the future of home heating!
Here you’ll find everything you need to run your heat pump efficiently, troubleshoot common issues, and get support when you need it. Whether you have a Cosy, Daikin or Grant heat pump, we’ve got you covered.
Cosy heat pump support
Cosy heat pumps
Controls guidance, troubleshooting and support
Cosy Controls
Handy screenshots and how-tos for the app
User Guide
Get to know your Cosy and download the user guide. It covers everything in one place.
Daikin heat pump support
Daikin heat pumps
Need a walkthrough of the app?
User Guide
Want to see control walkthroughs and settings? Download this handy guide.
Grant heat pump support
Grant heat pumps
Get to know your Grant heat pump
User Guide
Want to see control walkthroughs and settings? Download this handy guide.
Make the most of your heat pump
Your heat pump works hard so you don’t have to. With a few simple tweaks, you can keep your home cosy, save energy, and cut costs. Check out our guides for tips on schedules, temperature settings, and getting the most from your smart tariff.
How to set the best schedule
Plan your heating and hot water with ease
Run your heat pump in Winter
Tips for comfort and savings
Hot water cylinders 101
Make every litre count
1. It adjusts to the weather
Your heat pump automatically responds to outdoor temperatures to maintain comfort indoors.
2. It warms up gradually
Unlike boilers, heat pumps heat slowly. Set schedules ahead of time to ensure warmth when you need it.
3. Hot water takes priority
When heating water, your system temporarily pauses space heating. It’ll resume once your cylinder is full.
4. Don’t turn it off - just turn it down
Keeping it running steadily is more efficient than frequent shutdowns.
5. Keep it clear and clean
Make sure the outdoor unit is free of leaves, snow, or clutter. Wipe it down occasionally with a damp cloth (no chemicals!).
**Stick to a steady temperature
**Avoid cranking up the heat. A consistent target temperature that suits your comfort and budget is more efficient than big changes. Your heat pump will adjust automatically to the weather outside.
Check out this guide for tips on the most affordable ways to run your heat pump.
**Set a schedule
**Turning your heat pump on and off will use more energy than setting a schedule in advance. It’s designed to work efficiently in the background - even when it’s not actively heating.
Hot tip: On a tariff with peak/off-peak rates? Schedule your heating and hot water during cheaper times to cut costs.
Find recommended schedules here.
Avoid boost mode
Use it only when truly needed. It’s not the most efficient way to use your system. So it's best to save it for when it’s really needed.**Use a smart tariff
**A smart tariff like Cosy Octopus helps you use electricity when it’s greenest and cheapest. It’s designed for heat pump users to save money while staying cosy.
Choosing the right tariff
Heat pump running costs vary, but on a smart, green tariff like Cosy Octopus, many customers save hundreds each year compared to a standard gas boiler tariff. Find out more here.
Cosy Octopus
Designed especially for heat pump owners, Cosy Octopus gives you six hours of super cheap electricity to warm your home every day.
Try the smart tariff quiz
If you have other tech at home like solar panels or an EV, we have the money-saving tariff for you.
Keep your heat pump in tip-top shape
A well-maintained heat pump is a happy heat pump. Our Heat Pump Service Plans make it easy to keep your system running efficiently, avoid unexpected issues, and extend its lifespan. Check out the plans to see what’s included and find the right level of care for your home.
Common aftercare queries & fixes
What to do if your heat pump turns off
If your heat pump has stopped working, don’t worry! Most of the time it’s something simple you can check before calling for help.
How to bleed your radiator
If some of your radiators aren’t heating evenly, a quick bleed can help your heat pump work more efficiently. Here’s how to do it safely.
Top up your heat pump pressure
If your home isn’t feeling as cosy as it should, your heat pump might just need a little pressure boost. Don’t worry - it’s simpler than it sounds, and we’ll guide you through it step by step.
Heat pumps run a bit cooler than boilers, so your radiators might feel less toasty than you expect - especially on cooler days.
Cosy: Make sure radiators are bled, schedules are set correctly, and all thermostatic radiator valves are left open.
Daikin: Bleed your radiators first.
Grant: Bleed radiators, ensure water pressure and flow are correct, and check your heating schedule in the Aerona Smart Controller.
If rooms are still chilly, just submit a support request and we'll help.
Hub lights (or controller indicators) are your window into what your system is up to - think of them as little status updates in light form.
Cosy: Check the Get to Know Your Cosy PDF for full details.
Daikin: No hub lights here, so nothing to worry about.
Grant: Check the controller display for normal operation symbols and fault codes; most lights indicate standard heating, hot water, or defrost cycles.
A little gurgle or pop is normal. Loud clunks of constant bubbling? Not so much.
Try bleeding radiators first to get rid of trapped air (how to bleed a radiator).
Still noisy? Raise a support request and we'll take a closer look.
Water should flow freely from below your heat pump.
Check the drip tray outlet for debris or ice.
Spot a puddle or ongoing leak? Contact us straight away - don’t try to fix it yourself. Safety first!
It’s normal for system pressure to drop over time - usually about once a year you might need to top-up.
If pressure keeps dropping or stays low after a top-up, submit a support request.
Keeping your heat pump connected lets you control it remotely and monitor performance.
Cosy: Changed broadband? You’ll need a new connection card - just submit a support request and we’ll get one sent to you.
Daikin: Follow the guide to reconnect your unit to Wi-Fi and make sure your tank is set to Hot Water, Operation: ON.
Grant: Reconnect the Aerona Smart Controller to Wi-Fi via the app or control panel if your router has changed, so remote control and scheduling work correctly.
Double-check your hot water timings (Cosy: Cosy schedule guide.). If it’s still not heating, just submit a support request and we’ll help.
Moving thermostats or placing them somewhere sunny, draughty, or near a radiator can confuse them.
Keep them in their installed spots.
If readings still feel off, contact us and we’ll help.
First, check if the rest of your home has power.
Inspect fuses or circuit breakers if everything else is fine.
If the unit still won’t turn on, submit a support request- we’ve got you covered.
Your system might heat water to around 60°C now and then for hygiene. Totally normal - no action needed!
Contact us
Still need help? Get in touch.
Submit a support request: here
Call us: 0808 196 6842
Our aftercare phone lines are open 9am – 5pm Monday to Thursday & 9am - 4pm Friday.
There are other ways to get in touch too.
If you'd like to raise a formal complaint, find our complaints procedure here.
If you have an emergency between 8am–9am (Mon–Fri), 5pm–8pm (Mon–Thu), or 4pm–8pm (Fri), please call 0808 164 1088 or email emergency@octopus.energy with the word "emergency", we’ll pick it up as a priority.
More emergency info click here.
More ways to electrify your home
Pair with solar, battery, or an EV charger.
Get solar panels & battery storage
Get an EV charger
Cosy heat pump customers on the Cosy Octopus tariff saved an average of £224 last year compared to using a gas boiler running at 85% efficiency on our standard variable tariff
This figure is based on the actual energy consumption of all Cosy heat pump customers on a Cosy Octopus tariff between 1 July 2025 and 1 July 2026, using tariff rates at the time.
We compared this to the cost of producing the same amount of heat with a gas boiler operating at 85% efficiency, priced using our Flexible Octopus (standard variable) tariff at the same time.
Savings from gas standing charges were included only for customers who had fully removed their gas supply (less than 3% of customers). Actual savings vary depending on system design, tariff choice, home insulation, and energy use.
Our typical heat pump price is £4,459, which is lower than the national average of £5,600
This is the median post-survey price from all of our heat pump quotes after the £7,500 Boiler Upgrade Scheme has been applied, between 01/09/2025 and 28/02/2026. The national average is taken from the Boiler Upgrade Scheme statistics: April 2026 – median cost of installation Q4 2025.
Cut carbon emissions by 82% with a heat pump
This is the typical reduction in heating carbon emissions using an electric powered heat pump compared to a gas boiler.
The carbon breakdown
Gas CO2 (tonnes per year) - 2.42
Electricity CO2 (tonnes per year) - 0.43
Carbon saving (tonnes per year) - 1.99
Data sources and assumptions
Gas Energy Usage (kWh) 11500 (Ofgem medium use gas usage (Jun 2026))
Heat Pump Efficiency 312% (typical seasonal coefficient of performance from a fleet of Octopus high temperature heat pumps)
Gas Boiler Efficiency 85% (The typical gas boiler efficiency from a BEIS study)
Gas fuel emissions of (gCO2/kWh) 210 (SAP 10.2)
Electricity fuel emissions of (gCO2/kWh) 136 (SAP 10.2)
Based on these sources, heat pumps typically produce lower operational emissions when heating the home than gas boilers.
For more information, explore our Octopus Cosy heat pump fleet performance dashboard.
We're the largest heat pump installer on the Boiler Upgrade Scheme
Based on Octopus benchmarking against Ofgem reports from 2024, and we've continued to grow since.
Our customers love their heat pumps!
- 93% of people say it's the same or more comfortable than their previous boiler
- 87% say it costs the same to run or less
- 83% say it's the same noise or less than the previous boiler
- 90% say it's just as easy or easier to maintain
We survey all our heat pump customers 3 months post-installation to see how they find their heat pump compared to their previous gas boiler. Survey results are taken from a sample of 2,837 customers:
Comfort: 93% of people say it is the same or more comfortable than their previous boiler.
Running Costs: 87% say it costs the same to run or less.
Noise: 83% say it is the same noise or less than the previous boiler.
Maintenance: 90% say it is just as easy or easier to maintain.
A heat pump is around 4x more efficient than a gas boiler
Heat pumps don't generate heat by burning fuel. Instead, they transfer existing heat into your home. This means they can deliver multiple units of heat for each unit of electricity used.
Based on performance data from a fleet of installed Octopus Cosy heat pumps, typical real-world seasonal performance (SPF or SCOP) is around 3.6. This means around 3–4 kWh of heat is delivered for every 1 kWh of electricity used (an effective efficiency of 300–400%). By comparison, typical UK domestic gas boilers operate at around 85% efficiency, delivering approximately 0.85 kWh of heat per 1 kWh of gas used. On this basis, a heat pump can be around 4× more efficient than a typical gas boiler.
All our heat pumps are independently tested by the Building Research Establishment (BRE), with SCOP values published on the Microgeneration Certification Scheme (MCS) product database. Actual efficiency will vary depending on the property, system design, and usage. For more information, explore our Octopus Cosy heat pump fleet performance dashboard.
The UK's most awarded energy supplier
We've won more awards for customer service than anyone else.
Heat pumps give reliable, consistent heating and hot water
The heat pump user survey report by Nesta from May 2023 summarises that "users are highly satisfied with their heat pumps". It states: "People living in England, Scotland and Wales who own their home and use a heat pump to heat it are satisfied that heat pumps are safe, reliable, quiet heat sources that are effective for space heating and producing hot water." Find the full report here.
The Cosy heat pump is quiet
Heat pump sound power levels are verified by an independent, third-party laboratory as part of the testing process for inclusion on the MCS product database. The laboratory verifies the sound power on the A-weighted decibel curve, as A-weighting closely aligns to how humans perceive "loudness".
All heat pumps are measured using EN14511 standards to ensure uniformity across manufacturers and models. Our Cosy 6 heat pump has a verified sound power level lower than many other heat pumps of the same capacity.
Heat pump heating makes the air healthier in your home
Homes with a heat pump emit far less harmful nitrous oxide (NOx) emissions than those with gas boilers and cookers, significantly reducing asthma and other respiratory illnesses. According to the Sustainable Markets Initiative Cleantech Homes report.
A heat pump can add thousands to your property value
Analysis by the Department of Land Economy at the University of Cambridge suggests a 16% value uplift for new-build homes with enough solar and battery storage to eliminate energy bills. A further study of over five million existing properties indicates a 2-3% value increase for existing homes with solar panels or heat pumps (versus like-for-like gas-heated homes), according to the Sustainable Markets Initiative: Cleantech Homes report, 2024.
As of April 2025, the average house price in the UK is £265,497 according to the Land Registry. Therefore, a 2-3% value increase for an average house priced at £265,497 would be between £5,310 and £7,965.
Heat pumps typically last longer than gas boilers
The expected lifespan of a typical gas boiler is 10–15 years. A heat pump typically has a lifespan of 15–20 years, with UK government research indicating an average of around 20 years. Manufacturer Daikin reports similar ranges. Actual lifespan depends on factors such as installation quality, maintenance, usage patterns, and operating conditions.