Improving heat pump outcomes in social housing

A practical action guide

Heat pumps are central to the UK’s plans for warmer, lower-carbon homes. But evidence from real-world installations shows a stark truth: meeting minimum standards is not enough. Two systems installed to the same certification can perform very differently. One might cut residents’ bills and keep them comfortable. The other might leave them paying more than they did with a gas boiler.

The gap is significant. Large-scale field trials have recorded an average seasonal efficiency of 2.8, meaning the heat pump delivers 2.8 units of heat for every unit of electricity used. Community data from high-performing installations shows an average of 3.9. Based on current energy prices, a system needs to reach at least 3.7 to match the running cost of a gas boiler. Systems that fall short risk pushing residents deeper into fuel poverty.

This guide, developed through the Net Zero Living Programme by the Carbon Trust, Bristol City Council, and the University of Bristol, sets out what social housing teams can do to close that gap. It draws directly on Bristol City Council’s experience of procuring, auditing, and supporting heat pump installations across its housing stock.

The core message is a shift in mindset: from procuring equipment to procuring performance. That means specifying the outcomes you expect, asking installers for evidence rather than just qualifications, setting clear design flow temperatures, and building quality checks into every stage of delivery, not just at sign-off.

Resident involvement matters as much as technical design. Heat pumps work differently from gas boilers, and residents who understand their system use it better. Early engagement, a structured handover, and a follow-up check within the first few weeks all reduce avoidable call-outs and build confidence in the technology.

The guide is written for the social housing delivery workforce. It is practical, step-by-step, and designed to be adapted to different organisations, stock types, and procurement routes.

Key findings

• Social housing providers that specify performance outcomes, rather than equipment alone, and require evidence of past installer performance, are better placed to achieve high efficiency and lower resident running costs.
• Heat pump programmes that embed quality checks across the full delivery journey, from design review through to post-installation monitoring, are more effective at identifying and resolving underperformance early.
• Residents who receive structured pre-installation engagement, a clear in-person handover, and early follow-up support are more likely to use heat pump systems effectively and experience the comfort and cost benefits the technology can deliver.