Technical Support for Installers & M&E Contractors
Wellington Wallace Renewables provides manufacturer level technical support to heating installers, M&E contractors, facilities teams and building services teams working on heat pump and MVHR systems.
If a system is not performing as designed, a commissioning process will not close out, or the equipment on site is unfamiliar, we can work alongside you on it.
We respect the referring contractor’s customer relationship. Communication, commercial boundaries and responsibility for each scope are agreed before work begins.
Why Installers and M&E Teams Contact Us
The reasons are usually one of these.
- A heat pump or MVHR system is installed and running but is not delivering the comfort or the efficiency the design intended.
- A fault is intermittent, or it sits across the boundary between the refrigeration circuit, the hydraulics, the electrical supply and the controls, so it is not obvious which discipline owns it.
- A commissioning process is stalling and the handover cannot be signed off.
- The equipment on site is from a manufacturer the team has not worked with before.
- The system is old, discontinued or a mixture of brands.
- A facilities or building services team needs a specialist view on plant that is already in service.
Our background is manufacturer technical support and field service, so faults are approached methodically, using data, symptoms and the original design intent.
Complex Diagnostics and Fault Escalation
We diagnose and repair system faults across the electrical, hydraulic, F-Gas and refrigeration, and control disciplines, in order to restore correct operation.
Wellington Wallace Renewables is a REFCOM certified company with F-Gas certified engineers.
Where a fault needs to be escalated, we document what was measured, what was ruled out and what the evidence supports, so that the case put to a manufacturer or to a client rests on findings rather than opinion.
We can provide evidence and technical liaison. We cannot approve warranty claims, and warranty decisions remain with the manufacturer.
Commissioning and System Optimisation
Wellington Wallace Renewables provides engineering, surveying, design, commissioning and long term technical support.
On a trade referral that usually means attending a system another team has installed, establishing whether it is set up to match the design, and correcting flow temperatures, controls strategy and system settings so that it performs as intended.
Where a whole scheme is being procured, and design review, on site quality assurance and defects period support are needed across a project, the Developers and Main Contractors page describes that arrangement instead.
Controls, Electrical and Integration Support
A large share of heat pump underperformance is a controls problem rather than a plant problem.
We work on controls and smart system configuration, weather compensation and flow temperature strategy, and the interaction between the heat pump, the cylinder, any secondary heat source and the room controls.
We hold electrical capability in house, so control and supply side faults do not have to be handed to a third party before they can be investigated.
Legacy and Mixed-Brand Systems
Mixed-brand estates and older or unusual heat pump and MVHR equipment are a routine part of our work rather than an exception.
The Legacy Systems and Manufacturer Partners page sets out how we approach equipment of this kind and which manufacturers we are set up to work with.
Manufacturer Liaison and Technical Evidence
We are listed with Stiebel, NIBE, Grant, PAUL Heat Recovery and Heat Geek among others, which means we can source correct parts, work in a way that keeps equipment warranty safe, and reach the right technical contacts.
That is not an exclusive authorisation from any manufacturer, and it does not extend to every manufacturer on the market.
Field support for manufacturers is available by prior agreement.
Scope, Responsibility and Client Relationships
How we contract. We may work as a specialist subcontractor to the referring contractor, or under a direct agreement with the end client. The commercial and communication arrangement is agreed before attendance.
Your customer stays your customer. Where we are subcontracted by the referring contractor, the referring contractor retains the customer relationship. We will not separately quote the end client for additional work without the contractor’s agreement. Direct client communication may take place for access, diagnostics and technical coordination, within the boundaries agreed with you.
Scopes we can be engaged for. Available scopes can include diagnostic attendance, fault escalation, commissioning, system optimisation, controls support, electrical and integration support, labour only attendance, complete remedial works, evidence gathering, manufacturer liaison, and mixed-brand and legacy system support. Not every scope is available for every enquiry, and we will confirm what applies once we have the system details.
Where responsibility sits. We are responsible for our own agreed scope. Responsibility for the original design, the original installation and any existing defects remains with the relevant original party unless it is expressly transferred in writing. Manufacturer warranty decisions remain with the manufacturer.
Invoicing. Subcontract work is normally invoiced to the referring contractor. Direct invoicing to the end client happens only where that is agreed in advance.
Where We Work
Based in Morpeth, we primarily support work across Newcastle, Northumberland and the wider North East. Selected work further afield may be considered depending on the system, scope and practical delivery requirements.
How We Work
Send the system details first. The more of the following you can give us, the better we can assess the system and the likely next step.
- Manufacturer and model of the heat pump or MVHR unit, and the approximate age of the installation.
- What the system is doing, what it should be doing, and when the difference started.
- Any fault or error codes, and any data you already hold on flow temperatures, pressures or run times.
- What has already been checked or replaced.
- The site postcode, and who currently holds the relationship with the end client.
We will review the information and confirm whether the work is within scope. If it is, we will agree the commercial and communication arrangement with you before anyone attends.
Send Us the System Details
Use the enquiry form below, or call the office on 0191 691 1366.
Tell us about the system and we will confirm honestly whether it is work we can help with.