Ground Source Heat Pumps Explained
At eastbrooke homes, sustainability and long‑term performance sits at the heart of our developments. That’s why some of our homes, including those at The Lower Acre, feature Ground Source Heat Pumps (GSHP), a renewable, low carbon heating system that provides reliable warmth and hot water year‑round.
Our GSHP systems are supplied by Kensa, the UK’s leading manufacturer of compact ground source equipment, and are serviced by our contractor Rendesco, specialist engineers who ensure long‑term system performance.
This page provides ground source heat network customers with everything they need to know about their heating system, including guidance, support information, together with the regulatory documents.
Understanding the Ground Source Heat Pump System
What is a Ground Source Heat Pump?
A ground source heat pump (GSHP) is a renewable heating system that provides heating and hot water for a home all year round. Like a gas boiler, the GSHP is fitted inside the home and delivers heat through a modern central heating system.
GSHPs are powered by electricity which means they produce no carbon dioxide or nitrous oxide emissions at the point of use, helping to reduce a home’s carbon footprint and improve air quality. As they extract renewable heat from the ground, they offer an energy-efficient and more sustainable alternative to traditional gas or oil heating systems.
How does a ground source heat pump work?
A borehole is drilled underground, and a pipe is placed inside it. Liquid glycerin is circulated around the pipe in the borehole and absorbs heat energy from the surrounding ground. The pipe carries this heat energy from the ground via the glycerin, into the heat pump. The heat pump compresses the heat energy from the glycerin and raises its temperature so it can heat the water used in the hot water system.
How will the GSHP provide heating and hot water?
The ground source heat pump will provide heating via the homes underfloor heating and radiator systems and hot water via the homes water cylinder. These systems provide customers with year-round warmth and hot water, as and when customers need it.
How much does it a GSHP cost to run?
Running costs will depend on the individual property and its heating and hot water demands. GSHP systems are around 30%-50% cheaper to run than electric or night storage heaters and should cost around the same as running a gas boiler, if not slightly cheaper.
How long will the GSHP systems last?
Kensa’s GSHP unit is expected to last for 20-25 years. The underground pipework installed in the boreholes is expected to last for 100+ years.
What happens when the GSHP needs replacing?
When the Kensa Ground Source Heat Pump reaches the end of its operational life and requires replacement, Eastleigh Borough Council will arrange for a new unit to be installed at the Council’s expense. Access to the property will be required to enable the replacement works to be carried out safely and efficiently.
Are GSHP systems easy to use?
GSHPs operate just like any other heating and hot water system. Customers will be able to control how and when they need heating and hot water by using the thermostat and time clock. Instructions are provided on how to use these in our Home User Guides – a hard copy of which will be left in your home.
Customers should be aware that heat pump systems take slightly longer to provide heating and hot water than a traditional gas central heating or direct electric system. Advice on how to get the most out of the heat pump system can be found in the Home User Guide.
Are GSHPs noisy?
The Kensa GSHP is an ultra-compact, low-noise heat pump designed for modern living. Producing a similar level of noise to a modern fridge, it is typically housed in a cupboard or utility area, ensuring minimal disruption while delivering efficient, low-carbon heating and hot water throughout the home.
What are the benefits of a GSHP system?
- Renewable heating system, producing no harmful emissions at the point of use and can reduce carbon emissions by around 80% compared to gas central heating.
- They work effectively all year round, as the underground energy they use is unaffected by outside temperatures.
- Energy efficiency helps to keep energy costs down compared to traditional heating methods.
- Reliable systems requiring minimal maintenance.
Certification & Assurance
- All GSHP systems meet MCS MIS 3005 standards.
- Installations follow strict commissioning and quality assurance processes.
Servicing, Maintenance & System Care
Customers pay an annual heat pump maintenance charge. For homeowners and shared owners, this is paid directly to Eastleigh Borough Council, while for tenants it is included as part of the rent. This charge covers an annual inspection of the ground source heat pump, hot water cylinder and heat distribution system within the home.
The service is carried out by Rendesco, our approved Ground Source Heat Pump specialists, helping to ensure the system continues to operate safely and efficiently. Rendesco will contact you directly to arrange a convenient appointment at your home.
The GSHP system will be serviced every 12 months to ensure:
- Safety
- Efficiency
- Warranty compliance
- Early detection of issues
- Performance monitoring & reporting
What’s included in a standard service?
Heat pump unit checks typically include the following:
* A visual inspection
* Cleaning the strainers/filters
* Checking the pump operation & pressures
* An electrical inspection
* Safety control testing
* Temperature and delta‑T checks
* Fault history review
Home network checks typically include the following:
* Hot water cylinder checks
* Valve and control testing
* Bleeding radiators
* Underfloor heating manifold inspection
* A basic water quality assessment
Reporting & Resident Respons-ibilities
* You will receive a full-service report following the service with any advisory recommendations
To help the engineer to service your system, please:
* Ensure clear access
* Keep the heat pump unobstructed
* Do not attempt to open or repair the unit yourself
* Do not adjust any internal settings yourself
When to request assistance
Contact the Housing Landlord Services team via your eastbrooke homes customer portal, call or email, if you notice one or more of the following:
* No heating or hot water
* Unusual noises
* Fault messages
* Sudden performance changes
Consumer Protection & Support
We are committed to providing a heat network service that is reliable, transparent and easy to understand. The network is operated in line with current legislation and regulations, helping to ensure customers receive a high standard of service and appropriate consumer protection.
The heat network is fully registered and meets ongoing requirements relating to customer service, performance, and reporting. Eastleigh Borough Council is also a member of the Energy Ombudsman scheme, providing customers with access to independent support should any issues arise, that cannot be resolved directly.
All customers connected to the heat network receive a Heat Network Residential Customer Agreement which clearly explains how the service works, terms and conditions of service, including charges, responsibilities, customer rights and the process for ending the agreement if required.
A copy of the agreement is available here.
Our aim is to ensure every customer enjoys a heating and hot water service that is dependable, fairly priced and supported by clear, transparent information.
Charges
To help keep things simple and transparent, the heat network has several fixed charges which contribute towards the operation, maintenance and management of the system. The standard charges are:
- Heat Network Access charge – A fixed daily charge that covers access to the communal heat network and its essential maintenance. This charge is based on the number of bedrooms in your home as defined when the property was built.
- Heat Network Administration charge – A fixed annual charge that helps cover the cost of managing and administering the services associated with provision of the heat network.
- Heat Pump & Home Network Maintenance Charge – A fixed annual charge that covers an annual check of the heat pump, hot water cylinder and heat distribution within your home.
These charges are reviewed and fixed each year. They relate to the provision, maintenance and management of the communal heating system and are not based on the amount of heat you use.
There are no separate charges for the heat taken from the network. Instead, customers are responsible for the electricity used to operate the heat pump within their home, which is charged by their chosen electricity supplier in the usual way.
More information about the charging structure, non-standard charges and the review of charges is available in the Council’s Heat Network Policy and the Heat Network Residential Customer Agreement.
Our approach is designed to provide customers with a reliable heating service and the reassurance of clear, transparent charges with no unexpected bills based on heat consumption.
Customer Information
Billing & Transparency
We aim to make our billing process as clear and straightforward as possible.
When you move into your new home, you will receive an initial bill confirming any charges due from your date of occupation up to 31st March of the current financial year. An example bill can be viewed here.
Following the initial bill, you will receive a bill each year detailing the applicable charges for the forthcoming financial year together with an annual statement. An example statement can be viewed here.
Customers can access their account information at any time through the eastbrooke homes customer portal.
Further guidance on payments, refunds, account credits and back-billing is available in the Council’s Heat Network Policy and the Heat Network Residential Customer Agreement.
Our approach is designed to provide customers with a reliable heating service and the reassurance of clear, transparent charges with no unexpected bills based on heat consumption.
Account Access
Customers can access their heat network account at any time via their eastbrooke homes customer portal. The following information is easily accessible for customers:
- Account details
- Balance
- Bill summary
- Recent transactions
- Request history
- Contact details
- Information about compliments and complaints
The following tasks can be carried out simply from the account:
- Make a payment
- Set up a direct debit
- Raise account billing queries
- Complete a compensation request
- Make a moving home notification
- Request to be added to the priority services register
- Request a refund
- Raise another enquiry
- Update their contact details
Customers can also request information about their account and statements by contacting the Housing Landlord Services team.
Priority Services for Vulnerable Customers
We offer additional assistance for customers or household members of customers who may be vulnerable due to:
- Age
- Disability
- Chronic illness
- Mental health conditions
- Language barriers
- Other circumstances
This includes:
- Priority support during service interruptions and emergencies
- Where possible, advance notice of any loss of heat supply
- Tailored communication, for example large print
- The ability to nominate a person who can receive a copy of the customer’s bill and statement
- Setting up a password they would like engineers / staff to use when visiting their home
To join our Priority Services Register, complete a request form which is available on the eastbrooke homes customer portal or contact the Housing Landlord Services team.
In addition, all customers can request a nominated person to act on their behalf with regard to their account management. This can be done via the eastbrooke homes customer portal by raising an ‘authority to discuss’ case.
Customer Support
Our Housing Landlord Services team are here to support customers who may be struggling to pay their heat network charges. Should customers fall behind with their payments, we will:
- Seek to engage with the customer at an early stage
- Offer reasonable repayment arrangements
- Provide information on available support where appropriate
- Consider any potential vulnerable situations the customer may be in
However, where charges remain unpaid and reasonable efforts to resolve the matter have not been successful, we may take further recovery action in line with the debt recovery process detailed in the Council’s Heat Network Policy and the Heat Network Residential Customer Agreement.
Advice and support is also available from:
Energy Ombudsman: Helpline 0330 440 1624, lines open Monday to Friday 8am-6pm;
Email enquiry@energyombudsman.org Website https://www.energyombudsman.org/contact-us
Energy Saving Advice Service: Helpline 0800 098 7950, lines open Monday-Friday, 8am-8pm;
Email energy-advice@est.org.uk Website https://energysavingtrust.org.uk/
Citizens Advice: Citizens Advice England consumer helpline 0800 144 8848, lines open Monday to Friday, 9am to 5pm; Website https://www.citizensadvice.org.uk/about-us/contact-us/
National Debt line: Helpline 0808 808 4000, lines open Monday to Friday 9am to 8pm, Saturday 9:30am to 1pm; Website address: https://nationaldebtline.org/
Complaints Handling & Dispute Resolution
Our complaints procedure is designed to be easy to use and reflects the Energy Ombudsman’s dispute resolution principles of:
- Being fair
- Being transparent
- Putting things right
- Learning from outcomes
We aim to provide fair and proportionate resolution for customers at the earliest opportunity.
How to make a complaint
You can raise a comment, compliment or complaint:
- Online via your My Eastleigh account
- Online via your My Eastbrooke account
- By email to: customerservicecentre@eastleigh.gov.uk
- In writing to: Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh SO50 9YN
- By telephone 02380 688 000
- In person to an officer of the council
The complaint handling process
Before the complaint process begins, we will establish/discuss with you whether your concern can be resolved with a Service Request. This is sometimes known as Local Resolution. In many cases, concerns can be resolved at first point of contact and are often quicker than following the complaint process.
If you have been unable to resolve your concern with a service request, you can follow the complaints process as set out below.
- When you make a complaint, you will be given a case reference number.
- We aim to resolve your complaint straight away, but if we can’t, we will acknowledge your complaint within 5 working days, setting out our understanding of the complaint and the outcomes you are seeking. If we are unsure about any aspect of the complaint, we will ask you for clarification.
- We aim to investigate and respond within 10 working days from acknowledgement, so not normally longer than 15 working days in total.
- We will address all points raised in your complaint and provide clear reasons for decisions, referring to any relevant policy, law and good practice where appropriate.
- Should we need longer to resolve your case, we will inform you as soon as we become aware. We will set out the reasons for the delay and provide an expected timescale for completion. We will provide you with updates during the process, and we will agree the frequency and timing of these with you when we make you aware of the extension.
- If you are unhappy with our response, you can request a review of your complaint. We aim to complete the review and send a response within 20 working days, setting out our decision on the complaint.
- If we’re not able to resolve your issue or if your complaint remains open for 8 weeks, we may reach a position called ‘deadlock’. In this case we will issue you with a deadlock letter which you can take to the Energy Ombudsman for independent investigation.
More information about our complaint policy can be found here.
Privacy Notice
We are committed to protecting and respecting the privacy of your personal data. As a registered Data Controller (Reg. no. Z7118863) we comply with the General Data Protection Regulations 2018 (GDPR).
More information about what we collect, use and keep of your personal information, and how we protect your privacy can be found here.
How to Contact Us Regarding Your Heat Pump
For all account enquiries and to report repairs, get in touch with the Housing Landlord Services team via:
- eastbrooke homes customer portal: https://my.eastbrookehomes.co.uk/s/login/
- Phone: 02380 8068 8400
- Email: heatnetwork@eastleigh.gov.uk
- For emergency repairs out of hours only call 07770 822 599