What to consider before booking
Heat-pump performance depends on both the outdoor equipment and the heating system it serves. A problem can involve water flow, control settings, sensors, electrical supply or the refrigeration circuit. The original design and commissioning records are valuable evidence.
Low room temperatures or high electricity use
Explain whether every room is cold, whether the issue is limited to cold weather and whether settings have recently changed. High consumption can reflect heat demand, tariffs, backup heating or poor operation; it does not identify a single faulty component. Actual readings are more useful than an isolated bill total.
Ice and defrost behaviour
Some outdoor-coil frost and periodic defrost operation can be normal in cold, damp conditions. Persistent abnormal icing, repeated alarms or failure to recover needs assessment. Do not chip ice from the unit or pour hot water into the equipment.
Hot-water problems
If space heating works but hot water does not, the cylinder settings, sensors, valves or operating schedule may need investigation. Send photographs of the controller display and explain whether the problem is low temperature, slow recovery or a complete lack of hot water.
Work on an existing installation
Give Aura the make, model, installer details and any warranty information. Manufacturer support or the original installer may need to be involved. Confirm the diagnosis scope and responsibility for subsequent repairs before authorising work, particularly on equipment still under warranty.
Prices and what to confirm
The price depends on your equipment, access and the work required. Ask Aura to confirm the charge and what it covers before booking.
| Price component | What to ask |
|---|---|
| Diagnosis / attendance | Confirm the initial charge, time included and any travel or out-of-hours rate. |
| Parts and additional labour | Agree the repair after the cause and required components are identified. |
| Return visits | Check whether parts collection, a return appointment and testing are included. |
Ask for the total payable, including any applicable VAT, and approval before extra work. Request pricing for your property →
Send these details with your enquiry
- Outdoor-unit and controller model numbers
- Fault codes and commissioning documents
- Recent settings changes and consumption records
- Which functions work and when the fault appears
Include your postcode and a callback number. Aura can then confirm whether a repair appointment, maintenance visit or installation survey is the right next step.
Enquire about heat pump repairsYour questions answered
Is frost on my heat pump always a fault?
No. Frost can form during normal operation and be cleared by defrost cycles. Persistent abnormal icing or errors need assessment.
Can you improve an inefficient installation?
A performance assessment may identify control, circulation or design issues. The scope and likely improvements depend on the existing system.
Will repair work affect my warranty?
Check the manufacturer’s terms and contact the original installer where appropriate. Agree the support route before third-party work begins.
Which areas does Aura cover?
Aura is based in Uddingston and considers heat pump repairs across Glasgow and Lanarkshire, with suitable installations across Central Scotland. Confirm your postcode, equipment support and appointment availability directly.
Local service coverage
Aura travels from Uddingston. Check availability for your postcode before booking, especially for urgent repairs.
Useful independent guidance
- Energy Saving Trust: air source heat pumps
- Vaillant: heat pumps and existing radiators
- Home Energy Scotland: grant and loan
- mygov.scot: alterations outside your home
Guidance checked 10 October 2026. Always use the instructions for your equipment and confirm current requirements for your project.
