Record the error, check safe user settings and protect vulnerable occupants from the cold. Do not repeatedly reset or open the system; request fault finding if normal operation does not return.
Keep people safe
Use safe temporary heating if available, follow fire-safety guidance and check on older or vulnerable occupants. In a serious emergency use the appropriate emergency service.
For a Cork home, note the system make, model and the conditions when the issue appears. Clear information reduces guesswork and helps the person returning your call decide whether the visit should be routine maintenance or fault diagnosis.
Protect the evidence
Photograph the controller, note when the fault began and whether hot water, heating or both have failed.
For a Cork home, note the system make, model and the conditions when the issue appears. Clear information reduces guesswork and helps the person returning your call decide whether the visit should be routine maintenance or fault diagnosis.
Cold-weather behaviour
Defrost cycles and visible vapour can be normal. Persistent icing, recurring shutdowns or loss of heat are different and need investigation.
For a Cork home, note the system make, model and the conditions when the issue appears. Clear information reduces guesswork and helps the person returning your call decide whether the visit should be routine maintenance or fault diagnosis.
Prepare for the callback
Have the model, code, address area and access details ready. Mention frozen pipes, leaks or any electrical symptoms immediately.
For a Cork home, note the system make, model and the conditions when the issue appears. Clear information reduces guesswork and helps the person returning your call decide whether the visit should be routine maintenance or fault diagnosis.
What to ask before the visit
Ask what the quoted visit includes, whether VAT and travel are included, what record you receive, and how additional work will be approved. Confirm experience with your exact system. Do not assume brand authorisation, qualifications, warranty protection or response time unless the appointed business confirms it in writing.
Prepare useful information
Write down the make and full model number from the rating plate, the exact controller message, which functions still work, and when the problem began. Note whether it follows a power cut, a settings change, very cold weather or recent work elsewhere in the heating system. If the fault is intermittent, a short video or photograph taken from a safe position may help. Keep the outdoor and indoor equipment accessible, but do not remove covers.
For a routine service, gather the installation handover and previous reports. For a repair, describe the active symptom when booking so the correct amount of diagnostic time can be allowed. Ask the operator to explain findings and seek approval before fitting chargeable parts.
Useful next step
If you still need help, read the heat pump repair guide or request a callback. For another homeowner question, browse the heat pump guides.