Timescale for a full heating system replacement
- When you report a heating breakdown, a P1 emergency callout is raised (between the months of October and April). It ensures an engineer attends within 24 hours to make the home safe and assess the issue. Outside of these months, a P2 is raised, which ensures an engineer attends within 10 calendar days.
- Once the engineer has attended and made their initial assessment, the contractor will prepare a formal quotation for replacement. This can take up to 10 working days as they need to check parts availability, system design and installation requirements.
- Hastoe then receives and reviews the contractor's quote.
- After Hastoe has authorised the quote, the parts are ordered and may take up to 28 working days to arrive.
- Installation is completed.
From the initial emergency report to full installation, the whole process can take up to 40 working days (approximately 8 weeks). We will always try to complete it sooner where possible.
Frequently Asked Questions
What happens during the P1 visit?
The engineer will:
- Try to restore heating or hot water if possible
- Provide temporary heaters if needed
- Check whether the system can be repaired
- Decide if a full replacement is required
You will always be updated on what they find.
Why can’t the system be replaced immediately?
Air‑source and ground‑source heat pumps are specialist systems. Replacement often involves bespoke parts, technical assessments and safety checks. This means several steps must be completed before installation can begin, including quoting, review and ordering components.
Why does installation take up to 28 working days?
Heat pump and Quantum Electric Heater systems require:
- Specialist component orders
- Delivery lead times from manufacturers
- Skilled installers scheduling availability
Because of this, installation can take up to 28 working days after authorisation.
Will I have heating or hot water while waiting?
Where possible, the engineer will attempt temporary fixes during the P1 visit. However, it is possible that the heating may not be able to be restored.
If this is the case, Hastoe will provide temporary heaters and, where appropriate, discuss alternative options depending on your circumstances.
Will someone keep me updated?
Yes, Hastoe has a dedicated team who oversee heating breakdowns.
You will be contacted:
- To confirm the initial P1 assessment
- When any follow-on works or quotes are required
- When the quote is approved
- When installation is scheduled
- If any delays occur (for example, supplier issues)
Do I need to be home for visits?
You’ll need to be home for:
- The initial callout (unless otherwise agreed)
- Any follow‑on inspection
- The installation itself
Our contractors will always give you as much notice as possible.
Who do I contact?
You can contact the Existing Repairs Team using the details on your repair confirmation, or via MyHastoe. Where possible, please quote your repair reference number when contacting us.
We appreciate heating breakdowns are inconvenient and want to reassure you that we work hard to resolve issues as quickly as possible. However, on occasions when this is not possible, we are upfront with tenants regarding timescales so there can be no surprises, even if we wish it could be sooner.
Our goal is to keep you fully informed at every stage of the process, providing regular updates and clear communication so you know what to expect and when. Your comfort and peace of mind are important to us, and we are committed to supporting you throughout the entire repair process.
