A Stiebel Eltron heat pump is built to run quietly and reliably for many years, but like any heating system it works best when it’s looked after. This guide covers Stiebel Eltron heat pump maintenance you can do yourself, what an annual service involves, and how to troubleshoot the most common issues before you pick up the phone. As Stiebel Eltron specialists based in Cheltenham, we look after these systems across Gloucestershire and the Cotswolds, including ones fitted by other installers.
Simple maintenance you can do yourself
- Keep the outdoor unit clear: leave space around it so air can flow freely. Clear leaves, snow and garden debris, and don’t let plants, bins or furniture crowd it.
- Don’t cover it: avoid covers or enclosures that weren’t part of the original design, as they can restrict airflow and make the heat pump work harder.
- Leave the settings alone once they’re right: heat pumps work best running steadily at a low flow temperature. Turning the heating right down and up again, like you might with a boiler, usually costs more.
- Check the controller now and then: look for any messages or warnings on the display or app, and note them down if you see one.
- Keep an eye on the system pressure: if your system has a pressure gauge, get to know the normal reading. If it drops well below that, call us rather than topping it up yourself, unless your installer has shown you how.
Annual servicing and your warranty
We recommend a professional service once a year, ideally before the heating season starts. A service includes checking and cleaning the outdoor unit, checking the system’s operation and components, and reviewing the settings so the heat pump runs efficiently. See our heat pump servicing page for full details; a service costs £150 plus VAT.
Servicing also matters for your warranty. Stiebel Eltron’s warranty terms say that to make a claim, you need to provide proof of maintenance by a specialist installer or the Stiebel Eltron service team. Their extended warranty, which can take cover up to seven years in total, also has conditions about how the system is installed, registered and connected. You can read the details in Stiebel Eltron’s warranty terms. Keep your service records somewhere safe.
Troubleshooting common Stiebel Eltron heat pump issues
Most issues have a simple explanation. Here’s what to check first. If none of these help, or you’re unsure, get in touch.
The house feels cold or isn’t heating
First check the heat pump has power and the isolator switch near the outdoor unit hasn’t been turned off. Then check the controller: make sure it’s in the right mode, the heating schedule is correct and no holiday or away setting is active. Remember a heat pump heats more gently than a boiler, so radiators will feel warm rather than hot. If rooms are still cold after a day or two, call us.
Steam or water around the outdoor unit
In cold, damp weather it’s normal to see the outdoor unit stop its fan and give off a cloud of vapour. This is a defrost cycle, where it clears ice from its coil, and it only lasts a few minutes. Water dripping from the base is condensation and is normal too. Call us if the unit is covered in thick ice that doesn’t clear, or if water is pooling and freezing somewhere it could be a hazard.
Unusual noises
A gentle hum from the fan and compressor is normal, and you may hear a short whoosh during defrost. Rattling, grinding, banging or a new high-pitched noise isn’t normal. Check nothing has fallen against the unit, then switch it off at the controller and contact us.
Hot water isn’t hot enough
Check the hot water schedule and temperature on the controller. Heat pumps heat water more slowly than a combi boiler, so if you’ve used a lot at once, give the cylinder time to recover. If hot water is regularly running out or never gets up to temperature, the settings or cylinder may need checking.
A fault or error message on the controller
Write down the exact message or code and when it appeared, and take a photo if you can. Don’t keep resetting the system repeatedly. Give us a call with the details, as they help us work out what’s wrong and bring the right parts.
Electricity bills are higher than expected
Higher bills in a cold spell are normal, but a big jump can mean the system isn’t running as efficiently as it should. A backup heater running more than it needs to, a high flow temperature or the wrong schedule are common causes. A service is the best way to check your settings, and our guide to heat pump running costs explains how to run it more cheaply.
When to call an engineer
Don’t open the heat pump’s casing or try to repair it yourself. It contains electrical parts and refrigerant that should only be handled by a qualified engineer, and DIY repairs can affect your warranty. Call us if you have a persistent fault code, no heating or hot water, unusual noises, ice that won’t clear, or a drop in pressure.
Remote monitoring
Some Stiebel Eltron systems are fitted with an Internet Service Gateway, which connects the heat pump to Stiebel Eltron’s online platform. It lets you see how your system is running and can help diagnose issues more quickly. Ask us if you’re not sure whether your system has one.
Book a Stiebel Eltron heat pump service or repair
Whether we installed your Stiebel Eltron heat pump or another company did, and whether it’s time for an annual service or something isn’t working as it should, our Cheltenham-based, MCS-certified engineers can help. Call us on 01242 323923 or get in touch online.