Heating System

Why we install them in our new home

As modern house builders, we install air source heat pumps as they provide efficient, future ready heating that is better for homeowners, the environment, and long-term running costs. They are one of the most energy efficient ways to heat a home and are becoming the standard for new build properties across the UK.

This guide explains what an air source heat pump is, how it works, the benefits and how homeowners can get the best performance from their system.

What is an air source heat pump?

An air source heat pump (ASHP) is a heating system that takes heat energy from the outside air and transfers it into your home for:

• Central heating
• Hot water
• In some systems, cooling during summer

Even when it feels cold outside, there is still usable heat energy in the air. The heat pump captures that energy and upgrades it to a usable temperature for your home.

Unlike traditional gas boilers that create heat by burning fuel, a heat pump moves heat from one place to another. This is what makes it extremely efficient.

How efficient are heat pumps?

Air source heat pumps are highly efficient because they use electricity to transfer heat rather than generate it directly.

For every 1kW of electricity used, a heat pump can typically produce:

• 3–4kW of heat energy

That means:

• Lower energy consumption
• Reduced carbon emissions
• Lower long-term heating costs

Why we install heat pumps in our new homes

1. Lower energy bills
2. Better for the environment
3. Future-proof heating
4. Comfortable, even heating
5. Safer and lower maintenance

How to get the best performance from your heat pump

Heat pumps work best when used differently from traditional heating systems.

• Keep a consistent temperature

Heat pumps are designed to run steadily and efficiently.

Instead of turning heating on and off throughout the day:

• Leave the system running at a stable temperature
• Use small adjustments rather than large changes

This improves comfort and efficiency.

• Don’t turn it up like a boiler

A heat pump heats your home gradually.

Turning the thermostat high will not heat the house faster, it only increases energy use.

Small, steady settings work most efficiently.

• Keep outdoor units clear

The external heat pump unit needs good airflow.

Avoid:

• Blocking it with plants or storage
• Covering vents
• Allowing leaves or debris to build up

Simple maintenance helps maximise performance.

• Annual servicing matters

Like any heating system, regular servicing helps:

• Maintain efficiency
• Extend system lifespan
• Ensure reliable operation

We recommend professional servicing once per year.

Common questions

Do heat pumps work in winter?

Yes. Modern heat pumps are designed to operate efficiently even in cold UK winters.

They continue extracting heat from outside air at low temperatures.

Are heat pumps noisy?

Modern systems are very quiet. Most outdoor units produce noise levels similar to a modern refrigerator when operating normally.

Can heat pumps heat hot water?

Yes. Air source heat pumps provide both:

• Home heating
• Domestic hot water

Most systems include a hot water cylinder for stored heated water.

Do heat pumps work with underfloor heating?

Yes, extremely well.

Underfloor heating is ideal because it works efficiently at the lower temperatures produced by heat pumps.

They can also work effectively with appropriately sized radiators.

Why heat pumps make sense in new-build homes

New build homes are specifically designed to maximise heat pump performance through:

• Excellent insulation
• Reduced heat loss
• Modern ventilation systems
• Efficient heating layouts

This combination creates:

• Lower running costs
• Higher comfort levels
• Reduced environmental impact
• Long-term energy efficiency

That is why we choose to install air source heat pumps in our homes, to provide homeowners with modern, efficient, and future ready heating systems built for the way homes are designed today.

Product manuals and guides

• Product manuals and guides for your specific boiler are readily available; please consult these resources for boiler maintenance.
• Additional guidance may be available online and you can also refer to the “boiler and central heating system” section of the Home Demonstration video.

Reporting a fault

• If reporting a boiler fault, note any error codes, last annual service date, and check heating and hot water availability.
• Refer to your manual for error codes; some, like re-pressurisation, fall under homeowner maintenance.

Registration

• Plumbers register the boiler and water cylinder, but homeowners need to activate this registration with the manufacturer post-legal handover.
• Find the boiler benchmark certificate on the back page of your boiler manual.
• Contact the manufacturer to confirm warranty details (refer to the “product warranties” section of the Home Information File).

Annual service

• Gas safe registered plumbers should conduct annual boiler services to identify defects within the warranty period.
• Service the water cylinder annually if applicable (refer to the “homeowner maintenance” section of the Home Information File).

Water cylinder/immersion heater

• Some properties have a water cylinder and immersion heater.
• Use the immersion heater as a backup; it doesn’t need to be left on constantly.
• The switch without the light is the power switch for the entire system.

Amendments

• Story Homes can’t advise on amendments; however, homeowners can choose to carry out additional works.
• Please note that installing a control system like Hive may invalidate the warranty.

Optimum boiler pressure

• Ensuring the correct boiler pressure is crucial for optimal heating performance in your home.
• Boiler pressure should be around 1 to 2 bar (typically hovering around 1 to 1.5 bar for efficient operation) and incorrect pressure may cause heating or hot water issues.

Topping up boiler pressure

• As part of routine homeowner maintenance, your boiler may require periodic topping up.
• Please follow the guidelines in your manual for this procedure or follow the steps in the “instructions for topping up boiler pressure” section below.
• Frequent topping up may indicate a need for a check during the annual service or an additional gas safe engineer check.
• If issues persist, don’t hesitate to contact us with details for further advice and support.

Instructions for topping up boiler pressure

1. Locate the pressure gauge on the front panel or underneath the boiler.
2. For digital displays, press the information button until a bar reading is displayed.
3. Pressure should be 1 to 2 bar; if not, follow these steps:
   • Find the filling loop under the boiler, connecting between two pipes.
   • Close valves at each end of the filling loop.
   • Ensure valves are in the same position (horizontal).
   • Open one valve fully, then slowly open the second valve.
   • Water will enter the boiler; monitor the pressure gauge.
   • Ideally, the pressure should be 1.5 bar.
   • Close both valves when the desired pressure is reached and reset the boiler.

Alternatively, for a step by step guide on how to correctly top up your boiler pressure, please watch the below video.

There are various cavity insulation methods that exist and each are tailored to specific construction requirements.

In some new build properties, rigid insulation boards are often integrated into wall cavities during the construction phase. This method provides a robust and efficient means of insulating walls.

Alternatively, another approach involves drilling a series of small holes into the mortar at regular intervals and injecting insulation material into the cavity. Following the injection process, the holes are refilled, ensuring a seamless finish. Insulation materials commonly used for this method include beads or blowing wool.

Bleeding radiators and improving efficiency

If you notice that a single radiator is not heating up evenly, with the bottom being hot and the top remaining cold, it may be time to bleed your radiators. Inefficient radiators can cause your boiler to work harder, leading to increased running costs. Bleeding your radiators releases trapped air, allowing hot water to circulate more effectively and heat up your room efficiently.

Here’s a step-by-step guide to help you bleed your radiators:

Identify the issue

• Is your radiator cold at the top and hot at the bottom? It’s time to bleed the radiator.

Prepare for bleeding

• Ensure your heating is switched off and the radiators are cold.
• You’ll need a radiator key (or use a flat head screwdriver) and use an old towel to protect the floor.

Choose the starting point

• If you’re bleeding multiple radiators, start with the one furthest away from your boiler.

Locate the bleed valve

• At the top of each radiator, find the bleed valve, resembling a small hexagonal nut.

Bleeding process

• Turn the radiator key anticlockwise (left) by about a quarter turn.
• Listen for a hissing sound as trapped air escapes and be prepared for water to follow.
• Slowly turn the valve until the hissing stops and water flows steadily. This may take a few seconds to a minute, depending on the trapped air.
• Once water flows without hissing, close the bleed valve hand-tight by turning it clockwise (right) with the radiator key.

Post-bleeding check

After bleeding, check the pressure on your boiler. If it’s not between 1-2 bar, proceed to re-pressurise it if necessary. For step-by step instructions on how to do this, please visit the boiler pressure page.

You can also watch this helpful video for step by step guidance on how to bleed your radiators.

By following these steps, you can maintain the efficiency of your heating system, reduce energy costs, and ensure your radiators function optimally.

Thermostatic radiator valves (TRVs)

Your heating system allows you to control your heating on an individual room basis, except for the radiator located closest to the programmer.

If you perceive one room to be colder than others, you can turn down the Thermostatic Radiator Valve (TRV) on radiators in adequately warm rooms. This prevents the thermostat from switching off prematurely due to heat transference, ensuring the colder room’s radiator operates as needed.

The best approach to correctly set the valves is to initially turn all the TRVs to a moderate setting (such as 3) and wait for the heating to raise the temperature of the room. If the room is too warm or not warm enough, the setting on the valve can be lowered or raised accordingly.

If you suspect the TRV may not be working, watch the below video for further guidance on how to resolve this. Note that rooms containing the thermostat are not designed for TRV valves.

The thermostat is strategically located for optimal efficiency based on the house design requirements. You can refer to your manual for detailed instructions on adjusting the heating system.

Heating zones

The areas controlled by thermostats may not align precisely with upstairs and downstairs distinctions. For example, the bathroom radiator upstairs might share a zone with downstairs radiators, as it’s considered part of the common living space.

Temperature control

If you perceive one room to be colder than others, consider increasing the temperature set on the thermostat.

You can also turn down the Thermostatic Radiator Valve (TRV) on radiators in adequately warm rooms. This prevents the thermostat from switching off prematurely due to heat transference, ensuring the colder room’s radiator operates as needed. Note that rooms containing the thermostat are not designed for TRV valves.

Amendments to your heating system

Please note that any additions or amendments to the heating system, including the installation of smart heating systems, may void the warranty. Your adherence to these guidelines ensures the efficient operation of your heating system and maintains the terms of your warranty. If you have specific concerns or require further assistance, please contact us.

For further guidance on how to control the temperature of your home, or how to change the preset programmes on your thermostat, please watch the short video below.

If you notice that a towel rail or radiator is not heating up correctly, or it feels hot at the bottom and cold at the top, it may be necessary to bleed it. Bleeding a radiator is a simple maintenance task that allows trapped air to escape, ensuring efficient heating throughout the radiator and enhancing the overall warmth of your room.

Click here to read the steps for bleeding a radiator. If you encounter persistent issues or have further questions, please contact our Customer Aftercare team.

Your hot water cylinder serves as a crucial component of your home’s heating system, providing readily available hot water for various household needs. Here’s a more detailed overview of how it functions and some important considerations for homeowners:

Functionality of the Hot Water Cylinder:

• The hot water cylinder acts as a storage tank for heated water produced by your boiler system. Once the water is heated to the desired temperature by the boiler, it is stored in the cylinder until needed.
• This stored hot water can be accessed from taps, showers, and other water outlets throughout the home, providing a consistent supply of hot water for various purposes.

Registration and Warranty Activation:

• Upon installation, the boiler and hot water cylinder are registered by the plumbers. However, it’s essential for homeowners to activate this registration directly with the manufacturer after legal handover.
• Activating the registration ensures that the homeowner is recognised as the owner of the equipment and facilitates warranty coverage. Homeowners should contact the manufacturer to confirm the specific warranty period for their devices.

Advantages of Hot Water Cylinders:

• Hot water cylinders are particularly beneficial for larger homes with higher hot water demands. Unlike combi boilers, which heat water on demand and may struggle with simultaneous usage from multiple outlets, cylinders store a significant volume of hot water in advance.
• This stored hot water can efficiently supply multiple taps, showers, and radiators simultaneously, making it ideal for households with higher water usage requirements.

Switches in the Water Cylinder Cupboard:

• Inside the water cylinder cupboard, you may find switches that control different aspects of the heating system.
• The switch with the light typically controls the immersion heater, which serves as a backup heating source in case of boiler issues. It does not need to be left on continuously but can be activated when needed.
• The other switch, without a light, serves as the power switch for the entire heating system. It is typically left on unless there is a need to isolate the system for maintenance or other reasons.

Understanding the functionality and proper maintenance of your hot water cylinder is essential for ensuring reliable hot water supply and maximising the efficiency of your home heating system. Regular maintenance, including proper activation of warranties and periodic checks of the heating system, can help prolong its lifespan and prevent issues.

Issues with Water Pressure

When experiencing low water pressure or no water at all, it’s essential to troubleshoot the issue to identify and address the underlying cause. Here are some steps to follow.

Check with Neighbours:

Start by checking with your neighbours to determine if they are also experiencing water supply issues. If they are, it could indicate a larger problem with the water supply pipeline from contractors or the utilities company.

Check Cold Water Tap in Kitchen:

Verify if you have cold water running from the tap in your kitchen. If you have cold water but no hot water, it suggests a potential issue with your internal pipework, which may require a plumber’s assistance.

Check Internal Stop Tap for Airlock:

Inspect your internal stop tap for any signs of an airlock in your pipes. Air blockages can significantly reduce water pressure, leading to inadequate flow.

Inspect House for Leaks:

If your neighbours aren’t experiencing similar water pressure issues, inspect your own house for any burst or leaking pipes that could be causing a drop in pressure. Addressing leaks promptly can help restore water pressure.

Boiler Pressure

To assess boiler pressure, follow the steps below.

Understand Boiler Pressure:

Your boiler’s efficiency relies on maintaining stable water pressure within the system. The pressure should typically be between 1 and 2 bar.

Check Boiler Pressure Gauge:

Locate the pressure gauge on your boiler, which may be either hydraulic or digital. Ensure the pressure is within the optimal range.

Adjust Boiler Pressure:

If the pressure is too high, bleed a radiator to release excess pressure. If it’s too low, follow specific instructions based on your boiler type to replenish the water in the system.

For Combi Boilers:

• Switch off the boiler and allow it to cool. Check that both ends of the filling loop are securely attached.
• Open both valves of the filling loop to allow cold mains water into the system. Monitor the pressure gauge until it reaches 1 to 1.5 bar.
• Close both valves, then switch the boiler back on and press the reset button if needed.
• Remove the filling loop carefully to prevent water spillage and store it safely.

Following these steps can help diagnose and resolve issues related to low water pressure and boiler pressure, ensuring a reliable supply of hot water throughout your home. If you’re unsure or encounter difficulties, consult your boiler’s user instructions.

The anti-scald valve fitted on the bath, also referred to as a thermostatic mixing valve, is a crucial safety feature installed on taps to prevent water from coming out at excessively high temperatures, which could potentially cause scalding.

In compliance with legal responsibilities as a house-builder, we are unable to remove or adjust this valve to increase the water temperature beyond the set limit of 48°C. This limitation is imposed for health and safety reasons, ensuring that the water temperature remains within safe limits to prevent accidental burns or scalding incidents, particularly for vulnerable individuals such as children or the elderly. We prioritise the well-being and safety of occupants in our homes, and adhering to these regulations helps mitigate the risk of injury from hot water exposure.