Question 1

My Wi-Fi isn't working. How can I reconnect to my system using Bluetooth?

Accepted Answer

If your phone was connected to your heat pump via Bluetooth, it’ll automatically reconnect when you’re back in range. If you were using Wi-Fi and the connection drops, the Aira app will prompt you to reconnect via Bluetooth.

For the smoothest experience, we recommend using Wi-Fi to connect your phone and heat pump. That way, you can control your system even when you’re out and about.

Question 2

How do I set a hot water schedule on my app?

Accepted Answer

Follow these simple steps to set up a hot water schedule:

1. Open the Aira Home Energy app.
2. Navigate to “Hot water” > “Hot water settings” > “Hot water schedule”.
3. Click “Add new time interval” and specify the start and end time of your chosen interval.
4. While setting the start and end time, you can also select the target tank temperature you want the heat pump to reach during this period.
5. Click “Save” to add the new interval to your hot water schedule.
6. To edit or delete an interval, select the “Edit” button.
7. To create additional intervals, click the floating action (“+”) button at the bottom-right corner of the screen.

Remember, if you set a manual schedule, Aira Intelligence takes a backseat. And, if you’re on our Aira Zero tariff, we especially don’t recommend it. With Aira Zero, your heat pump is pretty smart at finding the cheapest times to run, and keeping a steady hot water temperature is almost always the most efficient move. We recommend letting your heat pump do all the work so you can watch the savings stack up.

Question 3

What is Idle Mode?

Accepted Answer

Idle Mode is when your system isn’t actively heating because your home is already at the target temperature. This happens when no extra heating is needed at that moment.

Here’s why your system might be in Idle Mode:

The outdoor temperature is warmer than indoors.
Even if it’s colder outside, internal heat sources like sunlight, appliances, or even people, help maintain warmth.
You’ve temporarily disabled heating in your Aira Home Energy app.

As soon as your home starts to cool down, your heat pump system will automatically begin heating again to keep your home cosy.

Question 4

Can multiple people in my household use the Aira Home Energy app?

Accepted Answer

Yes. When your Aira Heat Pump is installed, we’ll set up a primary user (an "owner") account using the email you provided during the sales process. From there, the primary user can invite new members to download the Aira Home Energy app and share control. So everyone at home can keep an eye on (and change) the heating and hot water anywhere, anytime.

Question 5

What is a legionella cycle and do I need to set it?

Accepted Answer

To keep your hot water safe from bacterial growth, your heat pump runs a Legionella cycle every 14 days, heating the tank to 65°C. This cycle usually lasts for up to four hours and might nudge up electricity while it runs.

If you're on a smart tariff like Aira Zero, you can schedule it for off-peak hours to keep costs down. Otherwise, it’ll automatically run between 12 pm and 4 am. So, it won’t disrupt your routine.

Question 6

How efficient should my Aira Heat Pump be?

Accepted Answer

Your Aira Heat Pump adapts to the seasons and your hot water needs. For heating, you can expect an efficiency rating between 2 and 6 depending on the time of year. For hot water, between 2 and 4.

Question 7

Why is my heat pump's energy efficiency lower for hot water than heating?

Accepted Answer

Hot water needs to be hotter. It's as simple as that. Your Aira Heat Pump warms your home using lower temperatures, which takes less energy. But for taps and showers, the water needs an extra boost, so efficiency is slightly lower.

Even then, it’s still miles ahead of a gas boiler. And thanks to Aira Intelligence, your system is always finding new ways to become even more efficient.

Question 8

Why do some data points show as N/A on my energy efficiency details page?

Accepted Answer

Nothing to worry about. During warmer months, when your heating isn’t needed, there’s simply not enough data to show, so you’ll see N/A instead. Once your system starts heating again, the numbers will appear.

Question 9

How can I improve the efficiency of my heat pump system?

Accepted Answer

Every home is different, but here are a few simple ways to keep your system running at its best:

1) Lower your set indoor temperature: We recommend setting your indoor temperature between 19°C and 21°C for the perfect balance of comfort and efficiency.
2) Set it and forget it: Heat pumps work best with steady temperatures. Avoid big swings by keeping your windows closed and not constantly adjusting the indoor temperature.
3) Limit making extra hot water: If you’re frequently boosting your hot water, consider raising your default hot water temperature instead.
4) Keep the outdoor unit clear: Remove leaves, snow, or anything else that might be blocking airflow so your system can work efficiently.
5) Keep your radiator temperature dials open: Your heat pump works best if your thermostatic radiator valves are fully open. Closing them can cause your system to work harder and less efficiently. Want to adjust the temperature? Use your thermostat or app instead.
6) Leave your thermostat in its dock: The placement of your thermostat is intentional, and moving it can affect your heat pump’s performance. If you think it’s not reflecting your home’s true temperature, get in touch with our Customer Care team.

Question 10

Will Aira display SCOP in the app at some point?

Accepted Answer

No. SCOP (Seasonal Coefficient of Performance) is measured in a lab under controlled conditions, not in a real home. It’s not something we can track with your live system. We’ll stick to providing the data that matters for how your heat pump is actually performing.

Question 11

What is the difference between SCOP, COP and Energy Efficiency?

Accepted Answer

Before you installed your Aira Heat Pump, you might’ve seen its impressive SCOP (Seasonal Coefficient of Performance) of 4.7. But now, you're looking at a different Energy Efficiency number in your app, or you’ve heard about COP (Coefficient of Performance). So, what’s the difference, and how does it all affect your heat pump’s efficiency?

Let’s break it down:

COP is like a snapshot of your heat pump's performance at any given moment. It’s the ratio of heat output to electricity input under specific conditions. A COP of 3 means your heat pump gives you 3 units of heat for every 1 unit of electricity used. This number can shift based on factors like outdoor temperature and how you manage your heating system.

SCOP is the yearly version. It measures how efficient your heat pump is over an entire year in a controlled lab setting, accounting for things like fluctuating temperatures and varying workloads. SCOP gives you the big picture of efficiency but isn’t something you’ll see changing in real-time.

At Aira, we track Energy Efficiency, which is our version of COP. The number you see in your app is the real-life, monthly ratio between heat output and electrical input. This is a much more accurate reflection of your heat pump’s day-to-day performance, tailored to your home’s specific characteristics.

So, don’t stress if your Energy Efficiency number isn’t 4.7. That’s a yearly average from lab conditions that are nothing like your home. In winter, when your heat pump works harder, the Energy Efficiency number might dip a bit. But here’s the good news. It’ll still very likely be way higher than your old boiler, which usually sits around 0.9.

Question 12

How do I select the tariff I want my heat pump to optimise for?

Accepted Answer

Head to Settings > Smart Tariff Control > Manage Tariff. Select your DNO region (don’t know what yours is? Enter your postcode on the Energy Networks Association’s tool) and your tariff, then slide the toggle to enable Smart Tariff Connect. Hit save and Aira Intelligence will get to work, shifting when your system uses electricity. Heating your home and water when prices are low, and using less energy when they’re high.

Question 13

How is my Tariff Savings estimate calculated?

Accepted Answer

Your monthly savings are based on a smart statistical model. It compares days when your system is optimising (heating your home and water when prices are low, and using less energy when they’re high) with days when it’s not. We call these “calibration days”. They happen to help your system understand your home’s natural rhythm. But that’s not important. What is important is that they give us a clear baseline against which to measure your savings.

The result? An estimate of how much you’ve saved, shown in your app each month. Just remember, these savings are always an estimate. Weather, habits and how you use your heating can all affect the final number. But, just like your intelligent heat pump, the model is always learning, and gets more accurate over time.

Question 14

My tariff isn't available in Smart Tariff Control. Why?

Accepted Answer

We’re adding new tariffs all the time. If yours isn’t there yet, sit tight. It may appear in the coming months.

Question 15

If I choose Savings in my Comfort Settings, will my house get cold?

Accepted Answer

It might. But only at first. When you switch to “Savings”, your system needs a little time to adjust. So, you might notice a slight dip in temperature during the first 24 hours. But, Aira Intelligence will quickly adapt and bring things back in line with your preferred indoor comfort.

Question 16

I have already optimised my heat pump for Aira Zero. Do I need to do anything?

Accepted Answer

No. If you’re already set up with Aira Zero, your system will continue optimising alongside our Clean Energy tariff as normal. No need to reselect anything in the app.

Question 17

What happens when I enable Smart Tariff Control?

Accepted Answer

When you enable Smart Tariff Control, your system fetches your local electricity prices daily based on the tariff you’ve selected. Then, it builds a smart schedule for the next 24 hours, heating your home and water when electricity is cheaper, and easing off when it’s more expensive.

It doesn’t just switch things on and off. It works with your heat pump’s temperature settings, your home’s heat curve (which shows how much warmth your home needs at certain times of the day), and other smart controls to find the perfect moment to use energy. Keeping you comfortable while saving you money.

Question 18

How will Smart Tariff Control affect my energy efficiency?

Accepted Answer

With Smart Tariff Control, your system shifts when it uses electricity, using more when it’s cheaper and less when it’s expensive. That might mean your heat pump runs a little harder at times, which can slightly reduce its efficiency.

But here’s the important bit: lower efficiency doesn’t always mean lower savings. And, with Smart Tariff Control, the savings from using cheaper electricity are designed to outweigh any dip in efficiency. So you’ll still come out on top.

Question 19

How will the Comfort Setting affect my energy efficiency?

Accepted Answer

It depends on whether you’re using a smart tariff. Let’s break it down.

Without a tariff: Comfort Plus is the default setting, so you won’t see any difference. But, Comfort and Savings helps reduce energy use by letting your system allow for more temperature variations. So you may see better efficiency by selecting these.
With a tariff: Comfort Plus will still have no impact. But with Comfort or Savings, your system focuses on not just how much energy you’re using, but when you use it. Because your system shifts to use more energy during cheaper periods, this may slightly increase your total energy use and lower efficiency. But, the savings you get from cheaper electricity are designed to outweigh any dip in efficiency, you’ll still save on your energy bills.

Question 20

I’ve just signed up for Aira Zero. How do I make sure my heat pump is optimised for the tariff?

Accepted Answer

Once Octopus Energy confirms you’re set up with Aira Zero, head to Settings > Smart Tariff Control. Select your DNO region (don’t know what yours is? Enter your postcode on the Energy Networks Association’s tool) and choose Aira Zero. Then, toggle on Smart Tariff Control. Aira Intelligence will kick in and your system will take care of the rest.

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