Question 1

Will my heat pump always be on and working all year round?

Accepted Answer

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.

Question 2

What is the maximum output temperature the heat pump can provide for my heating?

Accepted Answer

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.

Question 3

What refrigerant do Aira Heat Pumps use?

Accepted Answer

All heat pumps use refrigerants. Most are harmful to the environment and have a high Global Warming Potential (GWP).

But the Aira Heat Pump uses R290. It's a natural, non-toxic refrigerant that's free of ozone-depleting properties and has a low GWP. It also happens to be one of the most efficient and high-performing refrigerants on the market.

Question 4

Will my heat pump work if there has been a power cut and do I need to do anything to protect it?

Accepted Answer

Without electricity, your heat pump can't power essential components like the compressor and fan, which means it won’t be able to provide any heating. If you’re experiencing power issues, please contact your energy provider for assistance.

Your heat pump will restart automatically when the power is turned back on. No further action is required.

Question 5

Why does my heat pump often switch off and on?

Accepted Answer

Our heat pumps use variable speed compressors, which adjust their power based on your home's heating needs. When it's warm outside, the heat pump reduces its speed to match the lower heating demand and may stop completely, giving you the impression that it is switching off and on. If it didn’t adjust, it could make your home too warm and uncomfortable.

Question 6

How do defrost cycles and cooling mode impact my heat pump’s efficiency rating?

Accepted Answer

Defrost cycles and cooling mode don’t count toward your efficiency rating. When your heat pump is in defrost mode or cooling (if your system has this feature), it’s not actively heating your home. That’s why these periods aren’t included in your efficiency data.

Question 7

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 8

I don’t have any heating. What should I do?

Accepted Answer

Feeling the chill and think your heat pump isn’t heating properly? Follow these steps:

1. Open the Aira Home Energy app and click on “Indoor temperature” to check that your target temperature is set where you want it. Make sure “Allow Heating” is switched on (it should be yellow).
2. In your “Indoor temperature” settings, you can also check your actual indoor temperature. You’ll also find it displayed on your Aira Thermostat.
3. Check that your radiator valves are fully open. Click here for our video on how to bleed your radiators. If you have underfloor heating, ensure any room thermostats are set to allow full heating.

Still noticing a big gap between your target and actual temperature? Get in touch with our Customer Care team.

Question 9

I have run out of hot water. What should I do?

Accepted Answer

If you find yourself without hot water, follow these steps:

1. Open “Hot Water Settings” in the Aira Home Energy app.
2. Check that your selected tank temperature is set high enough. Raising the default tank temperature will ensure you have more hot water available at any given time.
3. Expecting extra demand, like guests staying over? Activate the “Prepare Extra Hot Water” feature in the app. This gives your hot water tank a temporary boost.

Making either of these changes will get your heat pump working on more hot water right away. Just keep in mind, increasing the default tank temperature means it’ll always heat more water, which could increase your energy costs.

Question 10

My heat pump is making noise. Is that normal?

Accepted Answer

When in operation, the outdoor unit of your Aira Heat Pump system emits a gentle hum, typically between 46 and 51 decibels*, depending on the size of your unit. At these levels, the sound blends seamlessly into the background, so you'll barely notice it.

During colder weather, your heat pump may need to work a bit harder to keep your home warm and your water hot, which might cause noise levels to rise slightly. 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.

*measured from 3 metres away

Question 11

How often should I change my home temperature?

Accepted Answer

Once you have set your desired indoor temperature and the amount of hot water you need a day, your heat pump does the rest. It will automatically heat hot water and maintain your set temperature in the most efficient way possible.

You don't need to adjust anything. In fact, your heat pump works best if you don't. But if you do want to make any changes, you can via your thermostat or the Aira Home Energy app.

Question 12

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 13

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 14

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.

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