End User Terms and Conditions

1. Role of Spire Renewables and Delivery Structure

Spire Renewables Limited will be responsible for the design, supply and, commissioning of the renewable heating system. Mechanical & Electrical installation works will be carried out by approved third-party installers who are accredited under our Elevate Umbrella Scheme Programme and are deemed fully competent to conduct the works. Notwithstanding this arrangement:
  • Spire Renewables remains your primary point of contact for all matters relating to the design, commissioning, and subsequent operation of the heat pump system.
  • Spire Renewables retains overall responsibility for quality and compliance.
  • Spire Renewables shall ensure that the system is correctly installed by undertaking formal commissioning upon completion of the project. All installation work shall be carried out in accordance with the Spire Renewables’ technical guidance, which reflects the most reliable and well-supported technologies available on the market at any given time.
  • Following commissioning, Spire Renewables shall continue to provide ongoing support for the end user and the installed products.
  • Spire Renewables shall assume full responsibility for the design of the heating system and the performance of the products incorporated within it for a period of two (2) years from the date on which the heat pump is commissioned and signed off.
  • Any direct communication between the End user and the approved installer shall not create any separate contractual relationship nor relieve the Company of its obligations under this Agreement.

2. Installer Workmanship and Defects

  • The approved installer shall remain fully responsible for the standard, workmanship, and integrity of all mechanical and plumbing works carried out at the property, including all associated pipework, connections, fittings, and ancillary works for the duration of the 2 years post commissioning. This forms part of their contract to Spire Renewables as part of signing on their MCS Elevate Scheme.
  • In the event of any defect, leak, failure, or damage arising from defective workmanship, incorrect installation, or non-compliance with applicable standards, the installer shall, at its own cost, promptly carry out all necessary remedial works.
  • In the event that the installer fails to undertake such work Spire Renewables will attend your site to rectify any such defects and will subsequently recover from the installer any reasonable costs incurred in doing so.
  • Nothing in this Agreement shall limit the Company’s right to seek reimbursement or indemnity from the installer in respect of any losses, damages, claims, or expenses arising from defective installation works.

3. Before you go ahead:

3.1 Planning Permission and Building Control

If your property is a listed building or located within a conservation area, you may require planning permission. It is your responsibility to contact your local planning authority to confirm whether planning permission is required.1

Spire Renewables Ltd will complete and submit a Building Notice application to your local authority’s building control service. The associated fee is included within your quotation.

Domestic air source heat pumps may, in some cases, require planning consent. You should check with your local authority to determine whether permission is required.2

In England and Scotland, most air source heat pump installations fall under permitted development and do not require planning permission. However, you are advised to seek guidance from your local planning office to confirm the rules applicable to your property.

For more information, please refer to the Planning Portal for England and Wales

1 Spire Renewables Ltd cannot be held responsible for any installations carried out where planning permission was required but not obtained, and we cannot offer refunds in such cases.

2 Energy Saving Trust – Air source heat pumps

3.2 Government Funding

Please note that the information given below is correct at the time of this document being issued to you but may be subject to change.

3.2.1 The Boiler Upgrade Scheme

Where applicable the Company will assist the end user in applying for the Boiler Upgrade Scheme (BUS) grant.

3.2.2 The End User must comply with all requirements of the Boiler Upgrade Scheme.

This includes ensuring a valid EPC is in place for your property, providing your permission, confirming your identity and any other follow up requirements from Ofgem, including site audits. If a new EPC is needed, you’ll either be responsible for arranging and covering the cost or with new April 2026 regulations you can alternatively provide a boiler removal certificate (from your chosen installer), proof of previous energy bills & photograph of your current heating appliance. If you fail to meet your obligations of the Boiler Upgrade Scheme, or your property is found to be ineligible by Ofgem, you will become liable for the value of the grant and this will be payable upon project completion. Please be aware:
  • Grant approval and payment are subject to Ofgem and government rules
  • If BUS funding is withdrawn, rejected, delayed or reduced the end user remains responsible for the full contract value.
  • Spire Renewables Ltd is not responsible for third party delays or decisions
Spire Renewables does not guarantee:
  • Eligibility for the scheme
  • Approval of the application
  • Continued availability of the funding
For more information about the Boiler Upgrade Scheme please see:
  • The UK Government’s page on eligibility
  • Ofgem’s information page

4. Your Installation

4.1.1

For all retrofit properties Spire Renewables will conduct a full site survey prior to delivery of the equipment. Please note is a non-intrusive survey, and so there may be existing faults to the home or heating system that cannot be identified during the survey process. Therefore, provision can not be made for these in the system design if they are not disclosed at the point of the design consultation. If, during the installation process we uncover existing unknown or undisclosed faults to the home or heating system, including but not limited to:
  • Dirt or blockages within the existing heating system;
  • Faulty valves, controls and wiring;
  • Leaking or faulty existing pipework and/or radiators;
  • Incorrect pipework sizing that’s hidden beneath existing floor finishes
  • Existing works not adhering to the relevant building regulation standards or underperforming against the U-value recorded in the survey due to:
    • poor draft-proofing;
    • poorly installed windows, doors and other openings;
    • underperforming insulation, or otherwise
  • Unheated areas within your property, otherwise known as “cold spots”. Your new heating system will almost certainly make the home feel more evenly heated and comfortable than your current system, however we cannot guarantee the system will fix more severe cold spots. Informing your installer of any such areas will allow them to advise on, and/or include if desired, additional radiators or other suitable measures as part of the installation.
Any required investigation work and repair to these items must be wholly funded by the customer and are not the responsibility of Spire Renewables Ltd. These faults may not present themselves until work to your existing heating system has already begun.

4.1.2

In the event we uncover an existing unknown or undisclosed fault during the works, your installer can provide a quote for remediations. These will affect the balance to pay as stated in your end user contract.

4.1.3

In the event that you choose for remediations to be completed by a third party (not part of Spire Renewables Elevate Program), Spire Renewables Ltd accepts no liability for the work undertaken.

4.1.4

In the event that the customer interferes with the system in any way after the works start and before the system is commissioned, Spire Renewables Ltd will take no liability for any faults that arise with the installation as we cannot guarantee that any interference was not the reason for the fault.

4.2 Timetable for Works

We will agree installation dates with you after the order has been confirmed and we have received your design fee via the chosen mechanical / electrical installer.

4.3 Scope of Work

4.3.1 Services Supplied by Spire Renewables Ltd:

  • Submission and management of the Boiler Upgrade Scheme (BUS) application, where applicable.
  • Detailed mechanical drawings for the installation.
  • Clear instructions for wiring and final connections, with support during commissioning.
  • Installation manuals for all supplied equipment.
  • Supply of a suitably sized heat pump, hot water cylinder, accessories, and heat emitters, as detailed in the installer’s quotation.
  • Fabrication and supply of the Fast Connect Wiring Centre.
  • As soon as the installation work is complete, we will commission your system in line with MCS standards to ensure that the system is safe, has been installed in accordance with documented procedures and manufacturer’s requirements and is operating correctly in accordance with the design. Normally One (1) day on site to install inhibitor/glycol, fully commission the heat pump system (including any required ASHP connections), and balance the system. On larger systems 2 days may well be costed in..
  • Completion and submission of all required MCS paperwork.
  • A two (2) year warranty covering system design, technical support, system design and product warranty from the date of commissioning as shown on the MCS certificate.

4.3.2 Services supplied by the Mechanical / Electrical Installer

  • Mechanical installation of the heating system, including any radiator upgrades specified in the quotation.
  • Electrical installation of the system, including the issue of all required electrical safety and testing certificates.
  • A two (2) year workmanship warranty covering all newly installed elements of the heating system and associated ancillaries from the date of commissioning as shown on the MCS certificate.
  • Ensuring the project must be ready for commissioning within 2 weeks of delivery of the heat pump, then ensures the rectification of any non-compliances noted during the commissioning of the system within 1 week of receiving such a list. This ensures the system is MCS compliant within 3 weeks of delivery of the heat pump.
  • Appropriate insurance to cover possible third-party damage.

4.3.3 Other Services

  • Help with unloading equipment and positioning it on site where required.
  • Creation of required openings.
  • Preparation of heat pump location.
  • Provision of electrical supply.
  • Making good works.
  • Asbestos responsibility.
  • Water supply provision.
  • Welfare facilities.

17. Governing Law

This Agreement is governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.