Stiebel Eltron UK gives 2 years of cover as standard, and the 7 year figure is that plus an additional 5 years with conditions attached. The company also publishes what it charges to service a unit, carried out by what it describes as its professional and highly trained service engineers, which gives you a figure to hold a local maintenance quote against.
Standard cover is 2 years, and the 7 year version has a condition list
Stiebel Eltron's terms of warranty page puts standard cover at 2 years parts and labour, with the additional 5 years parts and labour available on conditions set at the point of installation.
The company sets out two steps. To access the additional 5 years you must choose a complete heat pump system with all main components from Stiebel Eltron and have it installed by one of its partner installers trained at its Bromborough training facility, with a Stiebel Eltron Internet Service Gateway connected to the Servicewelt platform for remote monitoring installed and registered. Then, within four weeks of the first start-up, the partner installer must register the system with Stiebel Eltron UK through its online product registration, and upload the commissioning documents.
- Mixed kit breaks it. The system has to be a complete Stiebel Eltron one. The company states that no liability is assumed for parts not purchased from Stiebel Eltron and for system defects that are attributable to parts not purchased from Stiebel Eltron.
- Clearances are photographed. Minimum clearances must be adhered to and photo evidence provided. Stiebel Eltron states that if the product is impaired in any way, for example the minimum clearances have not been adhered to or there is no access due to the location of the unit, it reserves the right to refuse the repair or even void the warranty.
- Access is your problem. There must be permanent suitable safe access to the heat pump, and for wall or roof mounted installations Stiebel Eltron states it will not cover the cost of access or lifting equipment if the unit sits somewhere without it.
- Maintenance has to be evidenced. In the event of a warranty claim, proof of maintenance by a specialist installer or the Stiebel Eltron service team must be provided.
- One range is excluded. The extended 5 year warranty can be claimed on all Stiebel Eltron UK domestic heat pumps except the WPE-I 33 to 87 units.
Get the four week registration deadline in writing on your order. It falls to the installer at the point where the job already feels finished, which is where it goes astray. Our pages on Vaillant heat pumps, Viessmann heat pumps, Daikin heat pumps and Panasonic heat pumps set out what each of those asks of the firm fitting your system.
What Stiebel Eltron charges to service one
Stiebel Eltron publishes a one-off service for air and brine-water heat pumps at £600 including VAT, and for a unit that is not working, an initial diagnostic fee of £385 including VAT plus £96 including VAT per hour for any return visit, plus the cost of any parts required. A local firm may well come in under that, but now you know what you are comparing.
There are two annual packages as well. The Plus Package covers air and brine-water heat pumps up to 15kW at £624 per year inclusive of VAT, and includes free spare parts and labour in the event of repairs. The Protect Package covers the same units up to 15kW at £300 per year inclusive of VAT, with a 30% discount on spare parts rather than free ones. Both include cleaning of the heat exchanger and condensate tray, a check of the operating status and all components, a software update, and a review of the settings for efficient operation.
| Stiebel Eltron service option | Price | Parts |
|---|---|---|
| One-off annual service | £600 inc VAT | Charged as required |
| Repair visit (unit not working) | £385 inc VAT, then £96 inc VAT per hour | Charged at cost |
| Plus Package (up to 15kW) | £624 per year inc VAT | Free parts and labour |
| Protect Package (up to 15kW) | £300 per year inc VAT | 30% discount |
The warranty asks for proof of maintenance by a specialist installer or the Stiebel Eltron service team in the event of a claim, so budget for servicing alongside the install price rather than after it. Our guide to what a heat pump costs in the UK covers the install side of that sum.
The HPA-O Trend range, and what the 07.2 publishes
Stiebel Eltron's HPA-O Trend is an air source range installed outdoors for heating and cooling, listed in six variants at 4.91 kW, 6.92 kW, 9.49 kW, 12.47 kW (in both 230 V and 400 V versions) and 17.36 kW of heating output at A-7/W35 under EN 14511.
Take the middle of the range, the HPA-O 07.2 Trend HC 230, product number 207420. Stiebel Eltron's technical datasheet gives it a SCOP of 4.67 at 35 °C and 3.83 at 55 °C under EN 14825, a COP of 4.02 at A2/W35 and 2.84 at A-7/W35 under EN 14511, and a heating output of 4.24 kW at A2/W35 alongside the 6.92 kW at A-7/W35.
- Refrigerant. The natural refrigerant R290, on a unit coloured dark grey RAL 7021.
- Flow temperature. A maximum application limit on the heating side of 75 °C, with a minimum of 15 °C.
- Outside limits. Minimum and maximum application limits for the heat source of minus 25 °C and 40 °C.
- Size and weight. 960 mm high, 1170 mm wide, 727 mm deep, 145 kg.
- Sound. A sound power level of 44 dB(A) under EN 12102.
That 75 °C ceiling is the number to put in front of an installer looking at a Victorian terrace with cast iron radiators. It is a ceiling rather than a running temperature, and the SCOP figures show the gap it costs you: 4.67 at 35 °C against 3.83 at 55 °C. Ask for a room by room heat loss calculation before anyone settles on a flow temperature, and our guide to heat pumps and radiators covers what that calculation changes. For the 44 dB(A), compare it against the figures on our heat pump noise page.
Alongside the Trend, Stiebel Eltron lists the HPA-O Plus range at 7.09 kW to 13.15 kW at A-7/W35, an HPA-O W Plus version offered in a choice of anthracite or white, and the ground source WPE-I range, which Stiebel Eltron also describes as using the natural refrigerant R290. The company also sells sets consisting of an HPA-O heat pump and a DHW cylinder as single products, so check whether the cylinder on your quote is inside the set price or beside it.
The £7,500 grant, and the date on Stiebel Eltron's own page
Gov.uk lists one grant per property, with £7,500 towards an air source heat pump, £7,500 towards a ground source heat pump including water source heat pumps and those on shared ground loops, £5,000 towards a biomass boiler and £2,500 towards an air-to-air heat pump. Until March 2027 you can get an additional £1,500 towards an air source or ground source heat pump if your property is heated by oil or LPG and you have no mains gas connection at the property, which Ofgem describes as £9,000 off the cost and installation in eligible off-gas grid properties, available until 31 March 2027.
Two limits catch people out. Gov.uk states you cannot get a grant for a hybrid heat pump system, for example a combination of gas boiler and air source heat pump, and the maximum capacity is 45kWth for individual systems. The Boiler Upgrade Scheme is open to people in England and Wales; if you live in Scotland you might be able to get an interest-free loan or a grant instead, and the Boiler Replacement Scheme in Northern Ireland is now closed.
Worth checking the source yourself here, because Stiebel Eltron's own funding page quotes the right amount and the wrong timescale. It lists the Boiler Upgrade Scheme as £7,500 for an air, ground, or water source heat pump, which matches gov.uk, and then says the scheme will run from 2022 to 2025, which the live gov.uk page contradicts by still listing the grants as current. Take the amount and the dates from gov.uk, not from a manufacturer brochure.
You cannot buy one direct, so the installer is the decision
Stiebel Eltron UK sells through installers and wholesalers, so its own site offers a trade partner search, a wholesaler search and a "become an installer" route rather than a homeowner checkout.
Ofgem states that the Boiler Upgrade Scheme is installer-led, that installers who are MCS certified can apply for and redeem scheme vouchers on behalf of property owners, and that to be eligible for the scheme, installers must be MCS certified and meet the MCS standards. Stiebel Eltron separately requires the extended warranty to run through a partner installer trained at Bromborough. So there are two things to check on a shortlist, not one: is the firm MCS certified, and is it a Stiebel Eltron partner.
Ask every firm that quotes you a Stiebel Eltron system which exact model and variant is on it, because the Trend and the Plus are different ranges at different outputs. Ask whether they are registering the system within four weeks for the 7 year warranty, and get the answer in writing. Ask whether the cylinder is part of a set or a separate line. Our guide to choosing an installer covers the checks that apply whichever brand ends up on the roof or beside the wall.
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Frequently asked questions
Standard warranty is 2 years parts and labour cover, with an additional 5 years parts and labour available, making a total of 7 years. The extension requires a complete Stiebel Eltron system with all main components from the company, installation by a partner installer trained at its Bromborough facility, a Stiebel Eltron Internet Service Gateway connected to the Servicewelt platform, and registration by that installer within four weeks of the first start-up with the commissioning documents uploaded. Minimum clearances must be adhered to with photo evidence provided, and proof of maintenance must be produced in the event of a claim. The extended 5 year warranty can be claimed on all Stiebel Eltron UK domestic heat pumps except the WPE-I 33 to 87 units.
Stiebel Eltron publishes a one-off service for air and brine-water heat pumps at £600 including VAT. For a unit that is not working, the initial diagnostic fee is £385 including VAT plus £96 including VAT per hour for any return visit, plus the cost of any parts required. The Plus Package covers air and brine-water heat pumps up to 15kW at £624 per year inclusive of VAT with free spare parts and labour, and the Protect Package covers the same units at £300 per year inclusive of VAT with a 30% discount on spare parts.
Stiebel Eltron lists six HPA-O Trend variants at 4.91 kW, 6.92 kW, 9.49 kW, 12.47 kW in both 230 V and 400 V versions, and 17.36 kW of heating output at A-7/W35 under EN 14511. The HPA-O Plus range runs from 7.09 kW to 13.15 kW on the same measure. The HPA-O 07.2 Trend HC 230, product number 207420, has a SCOP of 4.67 at 35 °C and 3.83 at 55 °C under EN 14825, and a heating output of 4.24 kW at A2/W35 and 6.92 kW at A-7/W35.
Stiebel Eltron gives the HPA-O 07.2 Trend HC 230 a sound power level of 44 dB(A) under EN 12102. That is the manufacturer's published test figure for the unit, so ask your installer for the planning sound calculation covering the exact unit and position being proposed at your house.
The HPA-O 07.2 Trend HC 230 has a maximum application limit on the heating side of 75 °C and a minimum of 15 °C. The efficiency gap across that range is published too: a SCOP of 4.67 at 35 °C against 3.83 at 55 °C under EN 14825. Ask for a room by room heat loss calculation for your house rather than working from the specification sheet.
Gov.uk gives one grant per property, with £7,500 towards an air source heat pump and £7,500 towards a ground source heat pump, plus an additional £1,500 until March 2027 where the property is heated by oil or LPG with no mains gas connection. Ofgem states the scheme is installer-led, that MCS certified installers apply for and redeem the vouchers on behalf of property owners, and that installers must be MCS certified and meet the MCS standards. The scheme is open to people in England and Wales. Note that Stiebel Eltron's own funding page says the scheme will run from 2022 to 2025, so take the dates from gov.uk.
No. Stiebel Eltron UK routes homeowners to a trade partner search and a wholesaler search rather than selling direct, and its extended warranty depends on installation by a partner installer trained at its Bromborough facility. Ofgem requires installers to be MCS certified to apply for Boiler Upgrade Scheme vouchers, so check both things separately: MCS certification, and Stiebel Eltron partner status.