Customer support
We hope you are enjoying your heat pump (and your energy savings).
If you are experiencing any issues with your system, our friendly Customer Care team is available 24/7 to assist you. However, you may find the answer to your question faster by browsing our most frequently asked questions below.
We've also prepared some great tips on how to prepare your heat pump for winter.
Will my heat pump always be on and working all year round?
For many UK homeowners, it may seem strange not to turn their heating system OFF, especially when we're so accustomed to traditional boilers. However, a heat pump is designed to always be ON.
With the help of Aira Intelligence, the Aira Heat Pump will always heat enough water for your home’s taps and showers and maintain a cosy temperature inside your home. However, on warmer days, particularly in the summer, your home may not need much heating – or any at all.
For example, if you’ve set your indoor temperature to 20°C and the weather is warm enough that the indoor temperature rises above this, your heat pump will stop heating your home. Once the temperature drops below 20°C, your heat pump will automatically and efficiently resume heating your home. This approach is more efficient because it allows the heat pump to maintain a steady, cosy temperature without the energy spikes that come from repeatedly turning the system on and off.
Ultimately, your heat pump will always provide enough hot water all year round. But it understands that as the seasons change, your heating needs change, too. That’s why in the winter your heat pump will provide more heating to maintain your perfect indoor climate. When temperatures rise in the summer, it will provide less heating – if any at all.
My heat pump is making noise. Is that normal?
The outdoor unit of your Aira Heat Pump system is designed to operate without disruption, typically emitting a noise of between 56 and 57 decibels, depending on the size of your unit. These noise levels are designed not to be disruptive and naturally fade into the background.
During colder weather, the outdoor unit may need to work harder to heat your home and hot water, which can lead to increased noise levels at times. Your unit may also make a gentle wheezing sound during a defrost cycle. This is completely normal and should last about 30 seconds.
However, if your Aira Heat Pump consistently makes loud noises, please contact our 24/7 Customer Support team on 0330 822 5493.
How do I increase my indoor temperature?
Once you’ve set your desired indoor temperature and the amount of hot water you need a day, your Aira Heat Pump takes care of the rest, heating your home and water in the most efficient way possible. There is no need to make any adjustments. In fact, your heat pump works best if left to do its job. But if you do want to make any changes, you can by using the Aira Home Energy app.
Following your installation, your Clean Energy Technician will guide you through downloading and using the app – it’s incredibly simple. And, with Aira Intelligence, the Aira Heat Pump system will intuitively learn and adapt to your home routines to maintain your indoor temperature with optimal efficiency. Keeping you cosy while saving you even more on your energy costs.
How can I control my Aira Heat Pump?
Once you’ve set your desired indoor temperature and the amount of hot water you need a day, your Aira Heat Pump takes care of the rest, heating your home and water in the most efficient way possible. There is no need to make any adjustments. In fact, your heat pump works best if left to do its job. But if you do want to make any changes, you can by using the Aira Home Energy app.
Will I be without hot water and heating during installation?
On the first day of installation, our experienced technicians will inform you about any temporary service interruptions (gas, water, electricity) and provide a timeline for when they will be restored.
How hot will my water be with an Aira Heat Pump?
The hot water temperature for your home's taps and showers is typically set to 55°C for our 250L indoor units and 60°C for our 100L indoor units. This ensures the heat pump operates efficiently while maintaining its capacity. A safety valve is installed outside the unit to prevent scalding.
What is the maximum output temperature the heat pump can provide for my heating?
Our heat pumps can provide heating system water up to 75°C. However, output temperatures – or flow temperatures – rarely need to be that high for efficient heating.
In most homes, a lower flow temperature of around 35-55°C is more than sufficient to keep your home warm and comfortable, while also improving the system's efficiency and reducing energy consumption.
If necessary, the system will automatically adjust to provide higher hot water temperatures to ensure your desired indoor temperature is maintained.
Can’t find what you’re looking for?
If you have any issues or questions about your heat pump system, our Customer Care team is available 24/7 to help.
Email: support@airahome.com
Telephone: 0330 822 5493
Download the Aira Heat Pump manual
While your Aira Heat Pump takes pretty good care of itself, knowing how it operates and understanding basic maintenance and safety tips will help you get the most out of it.
That’s why we have the Aira Heat Pump manual, which provides you with all the essential information you need to ensure your heat pump is performing at its best.
