Report a Fault

Important Information

Please read the following information before completing this form.

You can use this form to report a fault on Heat Pumps and Underfloor Heating installed by Smart Renewable Heat, Source Energy Limited - Cornwall, Coefficient Renewable Heating Solutions – Sheffield and IMS Heating – Scotland

If we did not install your Heat Pump or Underfloor Heating system, then unfortunately we are unable to assist you at this time. Please refer to your installation company or item manufacturer.

If your Heat Pump was installed by Source Energy Limited, please ensure you quote your current Annual After-Care Contract number or details. If you do not have an current Annual After-Care Contract, please call the office on 0800 865 4328 to discuss your service options.

Please complete all details on the form, with as much information as possible. This will help us to assess your faults. Incomplete forms may mean that our response to you is delayed.

If you need assistance in completing this form, please call the office on 0800 865 4328 and we will be happy to assist you.  

For clients with a current maintenance contract, what happens next ?

All support services are provided on a best endeavour basis. Your support request will be passed to the duty engineer. Clients with no heating, hot water or major leak within plantroom will be prioritised and we aim to call you back within 3 working hours. You will need to be at the heat pump to enable our engineer to effectively assist you. Where the situation cannot be resolved over the phone, our service team will then contact you to arrange a site visit to complete further technical troubleshooting and/or repair. This site visit is arranged on a best endeavour basis and will be completed during normal weekday working hours.

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