Ideal InstallPro FAQ’s

Joining and getting started.

How do I join?

• Companies must hold the following minimum qualifications; evidence of certification will be required to be uploaded against your personal profile within our app.

• Completion of a heat pump course that meets the requirement of MCS Heat Pump Approved Training Courses.

• Ideal Heating Logic Air ASHP product training.

• Domestic Hot Water Storage Systems (Unvented G3).

• Water Regulations.

• Level 3 Industry qualification or minimum experience? TBC

• Qualifications must be kept in up to date, our app will complete an automated annual check and issue renewal reminders. It is your responsibility to book renewal qualification and upload evidence or completion. Access to our scheme is suspended ifs any qualification is unable.

What if I need extra training or qualifications?

• Ideal Heating Expert Academy can support you to obtain any of the initial or renewal qualifications, often at no or very low cost. Users of our scheme receive priority and subsidised access to our Expert Academy training services. To reserve a place on any course please either visit our website or contact [email protected].

• Alongside qualifications, we also need to verify the following;

• Companies details including valid public liability insurance, employers liability insurance, waste carrier licence, VAT registration (if applicable)

• DBS check for installers

• Bank details for payment transfers.

What equipment do I need?

• Usual tools

• iPhone or Android device for dwellow pro app

Do I need any additional subscriptions or memberships?

• None

How long do I have to complete onboarding?

• dwellow will support through onboarding - once all documentation is received, account available within one working day

How long do I keep access to the app once I have completed onboarding?

• App is free to access - only ask that you complete 1 install a year through dwellow

What can I earn using the scheme?

• You set your own prices, buy from your preferred merchant, set your own margin so its up to you how you want to compete in your local market

How much will I get paid per job?

• You set your own prices

Do I get paid for providing estimates?

• No - you can generate as many estimates for your customers as you like

When will I get paid?

• We ask for final payment from the customer within 5 days of the installation completing

• Subject to the install meeting our quality standards (and the customer has paid) - we pay on the Friday, the week after the installation complete

• For example an install completes on Thursday 10 April, we will pay the installer on Friday 18 April

Are there any additional payment benefits?

• dwellow will do all the admin on registering products - but you still get Ideal loyalty benefits

Scheme Costs

Is there a joining fee or subscription?

• No joining fee or subscription - once onboarded you get free access to:

  • Generate customer estimates (in your own brand)

  • A customer portal (in your own brand) to let a customer view their estimate and track the progress of their install

  • The dwellow knowledge hub which in one place installation manuals, user guides, how-to guides, videos (not just Ideal products)

What does it cost me?

• The umbrella fee is £850 per installation - you do not need to pay this directly to dwellow

• The fee is collected in two parts:

  • Home survey fee £349 - dwellow collects directly from your customer

  • dwellow umbrella fee £850 - dwellow retains from the customer payment - so you receive the net amount

What does it cost my customer?

• £349 home survey fee

• £850 should be included in your quote estimate

Providing Estimates

How long will it take me to complete an estimate?

• Our estimate tool (free to use) in the dwellow pro app takes about 2-3 minutes if you’re with the customer

• You will then be able to show on screen the quote to your customer - send them a branded email, download a PDF and / or give them a link to view the estimate online (with your brand)

How can I learn to do an estimate properly?

• Link off to how-to guide

Is there a limit to how many estimates I can do?

• No - we just ask you complete at least 1 install per year through the dwellow umbrella service

What information do I have to include to produce an estimate?

• Address, number of beds, people

• Details on current heating system

• Energy use (optional)

What if I make a mistake on an estimate?

• Estimates can be edited and re-issued

Does any follow up happen with estimates I create? Will Ideal Heating or Dwellow make contact?

• No - dwellow will only contact your customer once they agree to a home survey

Surveys

How much does a survey cost?

• £349

Why is a survey required if I have completed an estimate?

• Yes - we need detailed measurements of the property to calculate the heat loss estimate and assess the existing heating / hot water system

How long does a survey take?

• Depends on the size of the property but typically 2 to 3 hours

What information will my customer have to prepare for the survey?

• Very little - have a recent energy bill or utility provider app to hand

• If planning an extension / major refurbishment - copies of plans

How will the survey be booked and paid for?

• Customer provides 3 preferred dates - either when with the installer or via the customer portal

• dwellow confirms booked date within 24 hours

• Customer can pay online via their customer portal - by card, paypal or open banking transfer

Do I need a survey if my customer has a valid EPC?

• Yes - the EPC doesn’t capture detailed enough measurements of the rooms, existing radiators / underfloor to complete a heat loss survey / system design

What if the customer has no EPC or it has expired?

• dwellow will arrange for a new EPC to be completed as part of the install at no additional cost

Who completes the survey?

• dwellow uses a nationwide specialist home survey provider called Apex

• Will the surveyor make recommendations to my customer?

• No - the surveyors dwellow use are trained to just take measurements / details of the property

• If the customer asks they will let them know that you / dwellow will discuss recommendations post the survey

System Design

Will I be able to see the design before it goes to my customer?

• Yes - the design will be shared with you via the dwellow pro app. You need to accept the design, and finalise the quote before it is sent to your customer

Who explains the design to my customer?

• If you are comfortable explaining the design - link off to how to guides - you’ll have access to the design in your app and also a link to the customer portal so you can see what they see

• Or if you prefer dwellow can join you on a call with the customer to help answer questions

What if my customer asks questions about the design I cannot answer?

• dwellow is happy to join you on calls with customers to help answer questions

What if my customer asks for changes to the design?

• Often customers may want to change radiator sizes - these can be discussed with a customer and the design updated

Can my customer ask for changes that are not compliant with MCS standards if they wish to and sign a disclaimer?

• In limited situations the MCS standards can be deviated from - for example if a hot water cylinder will not fit in the available space, or if specific rooms are deemed not habitable

What is the standard design flow temperature of designs?

• We set the flow temperature based on the characteristics of the property and the wishes of the customer (e.g. lower flow rate for high efficiency, but higher upfront costs on more radiators upgrades)

• In general we design to 50℃ as a default - as we find this balances upfront cost with system efficiency

• The maximum design flow temperature we will design for is 55℃

Can designs include underfloor heating systems?

• Yes - either existing underfloor or new underfloor heating systems

• If you do not fit underfloor dwellow can help arrange this in some areas of the country

What information will be provided to me from the design?

• Full system specification - heat pump, cylinder and a bill of materials

• Room by room heat losses

• Emitter schedule - existing and upgrades

What information will be provided to my customer from the design?

• Customer receives, via their portal, a fully MCS-compliant information pack including system specification, room by room heat losses, emitter schedule, sound assessment, terms, data sheets

Is the design guaranteed to work?

• We design based on the information available from the survey and conversations with the customer and manufactuer

• Every house is different however, and during the installation you may come across things not identified in the survey (for example pipework under floor boards). dwellow will support you with any design changes required throughout the install

• The efficiency of a system depends on both the quality of the design and the quality of the installation

Is the design guaranteed to meet MCS requirements?

• Yes - we design to the MCS standards

• Our app allows you to provide photos / notes throughout the install to help us ensure that the install has been delivered to those MCS standards

• If through our quality checks (remote or onsite) we find the installation has not been made to the design / MCS standards we will ask for this to be remediated

Quotes

What if the quote is a different price from my estimate?

• Sometimes this will happen once the survey is completed and the customer has thought about things like location of the heat pump and / or cylinder

• The estimate is only an estimate however in our own jobs we tend to find that the estimate is fairly accurate and customers understand that it was only an estimate

If the quote is a lot more expensive than my estimate, can my customer request a refund for the survey?

• No - when discussing with the customer you need to make sure the information you enter is accurate and disclose to the customer that it is only an estimate

How long is a quote valid for?

• You can set the validity date of the quote

If the customer requests additional work outside of the heat pump upgrade can this be included in the quote, a shower replacement for example?

• Yes - additional work specifically related to the heat pump installation can be included (e.g. install of an underfloor system, changing of a shower because of moving to a pressurised system)

• These items can be added at the final quote stage

• What aspect of the job and installation is 0% VAT

• All aspects relating to the installation of the new heating systems - this includes radiators, underfloor heating, cylinder etc

Is my customer guaranteed to get the BUS grant?

• No the customer is not guaranteed to get the BUS grant

• Most homeowners are eligible but all grants are subject to application

• In England and Wales, dwellow will make that application on behalf of the customer

• In Scotland, the customer applies for the Warm Homes (equivalent to BUS) grant and dwellow will provide them with the paperwork required to support that application process

Sales Contract

Why does my customer need a sales contract?

• It is a requirement of both MCS and our consumer code provider HIES

What is included in a sales contract pack?

• Customer receives, via their portal, a fully MCS compliant information pack including system specification, room by room heat losses, emitter schedule, sound assessment, terms, data sheets

How long does my customer have to review and sign a sales contract?

• 30 days

• The contract doesn’t actually expire - but you will be able to edit it if things change in the meantime

What happens if my customers sales contract expires but they contact me to progress with the work?

• You simply check you’re happy with the quote still

• Any updates will automatically feed through to the customer portal

What happens if my customer signs a sales contract but then asks to cancel the work?

• Under consumer protection laws the customer has the right to cancel within 14 days of signing the contract - and receive a full refund if work has not started

• If work has started within the 14 day period (and not completed) you will be able to charge a reasonable amount for the goods / services supplied up to that point

Payments & Refunds

What will my customer have to pay and when?

• £349 home survey fee - before survey takes place

• 25% of net amount (after grant if eligible) as a deposit before install starts (this deposit will be insured via HIES)

• Remainder within 5 days of the installation completing

Can my customer get a refund for the survey?

• No

Can my customer have their deposit refunded?

• Under consumer protection laws the customer has the right to cancel within 14 days of signing the contract - and receive a full refund if work has not started

• If work has started within the 14 day period (and not completed) you will be able to charge a reasonable amount for the goods / services supplied up to that point

What costs do dwellow have to pay that is included in the fee?

• Home survey

• EPC lodging fee (if applicable)

• MCS registration of the job (+ annual MCS membership fees)

• HIES (consumer code) registration

• Building Control registrations

Materials Ordering

Why do Ideal Heating not supply materials directly?

• Ideal Heating supply their products through reputable merchant supply chain across the UK and do not operate a direct distribution model.

What happens if my materials do not arrive or not get delivered correctly?

• You will need to manage this with your wholesaler

Can I make any changes to the products that are in the design specification?

• All products need to be purchased new from a wholesaler - during the installation we ask for copies of all delivery / collection receipts

• Products cannot be changed without consultation with dwellow - the installation needs to follow the agreed design

What merchants and suppliers can I use?

• You can choose your preferred merchant / supplier - we will need to see copies of invoices / delivery / collection receipts

Can I continue to take part in promotions and loyalty schemes with my merchant?

• Yes - dwellow does not purchase the materials

• For Ideal products - dwellow will register these on your behalf

Installation

Who confirms the installation dates with my customer?

• You confirm this with your customer - however we will need at least two weeks from contract signing to complete pre-installation work (e.g. grant applications, DNO application (if required pre install) etc

What happens if the installation date needs to move?

• You arrange this with your customer

• However the grant is only available for 90 days post application approval - if the installation date extends further then a new application will be required

What do I do if I start the installation and find a problem with the design?

• dwellow will be available to support you - on phone, webchat, email - all from the the dwellow pro app

Why do I have to confirm parts of the installation are complete and provide evidence as I complete the job?

• This is to help you and dwellow ensure the installation is completed to the MCS standards

• dwellow will review evidence as you submit it and if there are any queries contact you whilst you’re still on site - so any issues can be addressed then avoiding a call back

Will I be inspected on site as I complete the installation?

• Your first installation will be supported by an Ideal engineer

• Subsequent installs will be occasionally visited by a dwellow or Ideal engineer - this is a requirement of the MCS scheme

What if I need help or support during the installation?

• dwellow and the Ideal technical teams will be available to you throughout the install

Do Ideal provide commissioning support?

• Yes your first install will be supported by an Ideal engineer at the commissioning stage

• Then video technical support will be available on all future jobs

Aftercare

Can I service my customers installation like I do for my boiler customers?

• Yes - you can offer a service plan to your customers

• dwellow will provide the administrative support - all available via the dwellow pro app

Who does the customer contact if they have any questions or issues?

• You in the first instance

• If you need support dwellow will be available to answer any queries

• All work comes with a two year workmanship warranty - during that period you will be expected to address any issues with work you complete

• The units are also covered with a manufacturers warranty in the case of a failure

What if I cant or don’t want to service the heat pump installation?

• dwellow will offer the service to other local engineers or an Ideal engineer will visit to complete the service