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The opportunity for HVAC brand owners

Novema UK, September 2026

Heating engineers can be critical in creating the trigger for HVAC replacement. When an engineer tells a homeowner that a boiler is becoming unreliable, obsolete or uneconomic to repair, they can accelerate the purchase decision – and potentially influence a switch to new technologies such as heat pumps and for value-added products such as smart controls. They can also have a major influence on which brand the homeowner ultimately chooses.

For HVAC manufacturers and brand owners, this makes the installer channel probably more important as the consumer. Winning the installer can be as important as winning the homeowner.

But installers have very different needs from householders. Novema analysed the consumer psychology around HVAC renovations in this article. For installers, HVAC is their profession. They favour manufacturers and suppliers that make the job easier, save time, reduce labour costs and provide reliable products and support.

EASE OF INSTALLATION IS PARAMOUNT

Perhaps the most important consideration for HVAC professionals is ease of installation. Labour is a major component of total system cost, so products that require fewer components, less specialist equipment and less time on site can directly improve installer productivity and margins.

This becomes particularly important when moving from gas boilers to heat pumps. Unlike a like-for-like boiler replacement, heat-pump installation can require heat-loss calculations, system design, larger radiators, hot-water cylinders, new pipework and electrical work. The greater the complexity, the greater the installer burden — and the greater the opportunity for manufacturers to simplify the process.

TRAINING AND TECHNICAL SUPPORT ARE CRITICAL

Training is a major consideration as installers move into heat pumps. MCS requirements mean installers need appropriate plumbing/heating, hot-water and heat-pump expertise, with electrical work undertaken by appropriately qualified personnel. With the UK seeking to accelerate heat-pump adoption from a relatively small existing installer base, a significant skills transition is required.

MCS certification is particularly important because it enables installers to access government-supported installations such as the Boiler Upgrade Scheme. However, becoming certified involves training, quality-management requirements, installation standards and ongoing assessment — creating a significant administrative and operational burden, particularly for smaller businesses.

Manufacturers can therefore differentiate themselves through practical training, straightforward certification support and accessible technical assistance. This is especially valuable for heat pumps, where installers may face unfamiliar system-design, commissioning and fault-finding challenges. Some manufacturers already require contractors to complete product training before installing their equipment.

AVAILABILITY AND DELIVERY CAN MAKE OR BREAK AN INSTALLATION

Having every required component available when a job is scheduled is critical. An installer loses valuable labour time if a heat pump, cylinder, controls or other component is unavailable and the installation has to be postponed. Availability therefore means more than having the main unit in stock: the entire system ecosystem needs to be available.

Delivery is equally important. Installers work to tightly scheduled jobs, and delays can result in incomplete installations, additional site visits and lost productivity. Heat pumps make logistics more challenging because installations can involve large outdoor units, cylinders, radiators and multiple ancillary components.

For brand owners, strong distribution, reliable stock availability and dependable last-mile delivery are therefore competitive advantages, not simply operational necessities.

SIMPLICITY OF DESIGN AND COMMISSIONING MATTERS

Design simplicity is arguably even more important for heat pumps than boilers. Installers need to calculate a property’s heat demand and correctly size the system. Oversizing or undersizing can affect efficiency, comfort and running costs.

Installers also value systems that are easy to commission correctly and straightforward to diagnose when something goes wrong. Manufacturer training increasingly covers commissioning, fault-finding and maintenance because these are critical to delivering a successful installation and avoiding costly callbacks.

RELIABILITY PROTECTS THE INSTALLER’S REPUTATION

Installers have a strong incentive to recommend reliable products. A product failure can lead to callbacks, warranty claims, additional labour and, most importantly, reputational damage with the customer.

This is particularly important for independent installers, whose reputation is closely tied to the equipment they recommend. Reports of problematic UK heat-pump installations have highlighted how poor system design, incompatible components and inadequate workmanship can create costly after-sales problems.

The installer therefore needs confidence not only that the product will work, but that the manufacturer will stand behind it when something goes wrong.

Rapid access to replacement parts is an important part of this proposition. If a system develops a fault, installers need to be able to source the right component quickly and resolve the problem with minimal disruption. This is particularly important with newer technologies, where installers may have less experience and customers will expect them to provide the solution.

IMPLICATIONS FOR HVAC BRAND OWNERS

The installer opportunity extends well beyond simply selling a good product. The brands that make installers’ lives easier can strengthen both recommendation and loyalty. This means investing in:

• Simpler installation: products and systems that reduce installation time, components and complexity.
• Installer training: practical training that builds confidence, particularly around heat pumps.
• Technical support: fast, accessible advice covering design, commissioning, fault-finding and maintenance.
• System availability: ensuring the complete ecosystem of equipment and components is available when needed.
• Reliable distribution: dependable delivery that protects installers’ schedules and productivity.
• Product reliability: equipment that minimises callbacks, warranty issues and reputational risk.
• Parts availability: rapid access to replacement components when problems occur.

In short, HVAC manufacturers need to sell more than equipment: they need to sell productivity, confidence and peace of mind to the installer.