HPIN Direct | Your Questions Answered
Whether you are new to the scheme or part way through a job, this article walks you through the most common questions in the order you are likely to encounter them. Use the sections below to find where you are in the process.
1. Understanding Your Installer Type
Your installer type affects how your jobs are managed, how designs are completed, and what routes are available to you. It is worth confirming this before anything else.
What is the difference between a Solo Installer and a Certified Installer?
Solo Installers work with HPIN support throughout the job, including on-site design. Certified Installers are trained on the design software and issued their own login, giving them more independence throughout the process.
Can I move from Solo to Certified?
Yes, and it is a straightforward switch. If you would like to explore moving to Certified, call one of the HPIN Liaisons to discuss your options.
I am a qualified ASHP installer. Do I still need the commissioning service?
If you are operating as a Solo Installer, yes. MCS requirements apply regardless of your personal qualification. Moving to Certified is an option if you would prefer a different route — speak to an HPIN Liaison to find out more.
2. Getting Started on a Job
Once you know your installer type, this section covers what to expect as you begin a new installation.
How is the site assessment and design completed?
This depends on your installer type:
- Solo Installer: The design is completed with you on site.
- Certified Installer: You complete the design yourself using the design software you were trained on during onboarding.
Can I use HPIN MCS without logging the job through the scheme?
You can refer the customer rather than logging it as an HPIN Direct install. However, access to HPIN MCS is only available to installers who are fully onboarded onto the scheme.
Can I install a unit from a manufacturer that is not on your current list?
Not at this time. Other manufacturers may be explored in the future, and any additions will be advertised on the HPIN website when confirmed. Do not commit to a customer on alternative manufacturers unless this has been published.
3. The End-to-End Timeline
Understanding the full process helps you set expectations with your customer from the outset. Several stages are outside your control, so knowing where the dependencies sit is important.
How long does the whole process take?
For fully onboarded installers, the indicative timeline is as follows:
| Stage | Approximate Time |
|---|---|
| Log the job on the portal with all required details | ~30 mins |
| Complete Carno training | ~1 day |
| Complete Carno design on site | 2~4 hours |
| Complete the QC call | ~30 minutes |
| Pre-BUS administration (quote creation and customer submission) | ~1 day |
| Customer accepts the quote | Dependent on Customer |
| Customer accepts BUS through OFGEM | Dependent on Customer |
| BUS approval | Up to 10 working days |
| Product preparation and finalisation | Up to 7 to 10 working days |
| Installation | Varies by customer and installer |
| Post-install audit | Around 48 hours after all paperwork is received and customer handover is complete |
| Payment | Every fortnight, if the cut-off is met |
Several stages depend on the customer taking action and on BUS approval timelines. Build this into how you plan and communicate with your customer.
4. The Boiler Upgrade Scheme (BUS)
The BUS voucher is a critical step in the process. Nothing moves until it is in place.
Who applies for the BUS voucher?
EDF Heat Pumps applies for the BUS voucher on your behalf (Solo & Certified). You do not need to do this yourself.
How long does BUS approval take?
Typically around 10 working days. Treat this as an estimate rather than a guaranteed date. Speak with a member of the team if urgent.
Can we receive materials before the BUS voucher is issued?
No. Materials cannot be released until the voucher is confirmed, as there are no funds available to purchase them beforehand. Do not commit to a start date with your customer until the voucher is in place.
Does the customer receive the BUS payment directly?
No. The BUS payment covers the cost of the goods and services quoted for. It does not go to the customer as a cash payment.
5. What Is Supplied
What materials does HPIN supply for the installation?
The supplied materials are the ASHP, cylinder and controls.
6. Payments and Liability
When and how does payment get made?
Payment is processed once the post-install audit has passed and the customer is satisfied. All required documentation must be uploaded or submitted before payment can be processed. Payments are made every fortnight, provided the cut-off is met.
How do I claim my labour costs?
Invoice for the labour amount included on the quote.
Who is liable for remedial repairs after the installation?
The installer is liable for remedial repairs and provides EDF Heat Pumps with 12 months' recall, as set out in the SOS.