Download a copy of the HPSC_Homeowner Heat Pump Reference Guide.pdf to share with your customers.

One of the biggest factors in a homeowner satisfaction with their new ASHP system is their understanding of how to operate and maintain the system. The contractor should facilitate this understanding and should clarify any owner responsibilities once the installation is complete. This also provides an opportunity for contractors to propose a service plan for new ASHP systems, which is beneficial to the continued optimal performance of the equipment and future contractor business.

Contractors should always provide the homeowner with all heat pump related documentation. They should also demonstrate basic ASHP operation and maintenance procedures in order to ensure that the homeowner is comfortable operating their new equipment. The following list provides a summary of documentation that should be provided and topics that should be discussed and/or demonstrated with the homeowner before leaving the site:^26,27

• Original equipment manufacturer (OEM) equipment performance information and Owner's Manual
  Model and serial numbers of all equipment.
• Proper operation of the system, including operation and programming of the indoor temperature controller (i.e. thermostat).
• Explanation of the proper service and maintenance requirements, which should include the following types of maintenance:
  • Filter replacement - what products are acceptable (size, efficiency, etc.)
  • Annual equipment servicing requirements
  • Establishing a maintenance schedule
  • Benefits of a maintenance contract versus callouts as required

• A discussion of other common maintenance concerns. For example:
  • Watch for snow buildup that blocks the outdoor unit
  • The cloud of water vapor that looks like smoke upon defrost termination and indications of improper defrost cycling (buildup of frost on the outdoor unit coils)

• Warranty coverage of the ASHP system and control system including servicing requirements for compliance with warranty policy.
• Copy of installation record and commissioning checklist.
• Proper labeling of switches.
• Information on the following heat pump heating characteristics:
  • Longer runtimes
  • Lower supply air temperature
  • Implications of using setback
  • Where applicable, additional details on how heat pumps are different from the combustion appliances (e.g. furnaces) being replaced