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07 2023 Heat pump handover and maintenance guide

Contents Your warranty 1 What to expect from your heat pump system 5 Maintaining your heat pump 6 FAQs Q1 What do the symbols on the controller mean 7 Q2 What are the different operating modes 8 Q3 How do I set my hot water temperature 10 Q4 How do I set my heating temperature 10 Q5 How can I set a heating programme 11 Q6 My heat pump still runs when the heating is switched off why 12 Q7 What is pasteurisation and how do I set it up 13 Q8 Who am I best to call if I get a fault on my heat pump 13 Q9 How do I clear or reset a fault on my heat pump 13 Q10 How do I access my ISG Servicewelt 14 Where to go for more help 15 Your installation Commissioning date Product serial number Cylinder details Installer details Business name Business address Any other details Business contact details

2 3 Your warranty All STIEBEL ELTRON products come with a standard 2 year guarantee Some installer partners also offer an extended warranty through us for up to 7 years on systems up to 20kW In many cases your installer will register your warranty for you and you should confirm with them whether they have done so To do this yourself you will need a completed commissioning sheet see our FAQs overleaf and your product serial numbers A submission form can be found at www stiebel eltron co uk registerproduct Rating plates and serial numbers Depending on the device your rating plate can be found on the bottom or low down on the side For some devices the plate is mounted behind a flap below the control panel The serial number is listed on the first line

4 5 What to expect from your heat pump system The heat sources in your home may feel cooler than those in a boiler fed system Heat pump systems are typically run at much lower temperatures than boilers for higher efficiency Every 1 degree lower that you can run your system gives 3 off your running costs so 10 degrees means a 30 reduction in cost This means that your underfloor heating and radiators should not feel hot to the touch as you may be used to in a boiler fed system Smart weather compensation technology also ensures that the system only works as hard as it needs to combat external temperatures so your heating emitters will feel hotter when it is colder outside even if they are heating your home to the same temperature Response times Boilers are typically oversized for the property they serve so that they can be used in intermittent heating patterns with the heating switched completely off between heating programmes and the property cooling down considerably during those times This is both inefficient and provides less continuous comfort than a low temperature system which should be set to maintain the property at a setback temperature which is only a few degrees lower than your preferred target or comfort temperature Remember that the colder your home gets the longer it will take to heat up again You can experiment with dropping the setback temperature to see how low you can go for maximum efficiency whilst still having an acceptably fast recovery to your desired comfort temperature This is very much a case of personal preference and there is no right answer but remember that lower temps lower running costs In the same way as you should consider using a setback temperature instead of turning off the heating completely when you are in residence there is an ECO mode for maintaining a continuous lower temperature when you will be away for short periods so that the house can still be heated up quickly when you return See more on the various operating modes in the FAQs that follow Hot water vs heating Unless you have more than one heat pump with a unit dedicated to hot water production your heat pump will alternate between heating and hot water production With heat pump systems it is therefore better to set the hot water tank to heat on a programme which occurs during the middle of setback periods for heating This will assist in ensuring that your heat pump responds quickly to calls for heating up to comfort temperatures As with any system with a store of hot water a routine high heat cycle is required once a week to reduce bacterial growth in your water tank This should always been left on

Maintaining your heat pump Regularly clean out leaves debris from the back of air source units This is particularly important during autumn when leaves are falling Make sure that the clearances around any outdoor units are maintained by trimming back plants that grow near them Schedule annual maintenance by a qualified engineer to carry out the legally required checks on pressurised hot water systems and check the running of the system We offer convenient annual service packages direct for more information and prices see www stiebel eltron co uk maintenance Condensate drain clearance video

6 7 Frequently asked questions Q1 What do the symbols on the controller mean Heating circuit pump The heating circuit pump is in operation Mixer circuit pump The mixer circuit pump is in operation Electric emergency booster heater The electric emergency booster heater has started up This occurs for example when the outside temperature has fallen below the dual mode point Heating The heat pump is in heating mode DHW heating The heat pump is heating the DHW Compressor The compressor is running Summer mode The heat pump is in summer mode Cooling The heat pump is in cooling mode Defrosting The heat pump is in defrost mode Silent mode Reduced noise mode Silent mode is enabled The associated time programs determine activation of the fan or compressor throttle Silent mode 1 The fan and or compressor run with reduced output Silent mode 2 Compressor and fan are stopped The second heat source provides the heating Note This operating mode results in higher operating costs Heat up program The heat up programme is enabled Note this programme is used for screed drying

Q2 What are the different operating modes A STANDBY MODE Purpose If the heat pump will not be running for a longer period The frost protection function is enabled B PROGRAMMED OPERATION Purpose If you need heating and DHW Heating mode Heating mode takes place during the periods specified for the heating circuits The heat pump switches between comfort temperature and ECO temperature Your comfort temperature is your target temperature for when you want the heating on The eco temperature is your setback temperature below which you do not want the house to fall You can think of this as your heating off temperature but as discussed at the start of the booklet do be aware that typically this should only be a few degrees lower than your comfort temperature to ensure fast recovery times to the comfort temperature Set the times under PROGRAMS HEATING PROGRAM for the relevant heating circuit DHW heating DHW heating takes place at the specified times The heat pump switches between comfort temperature and ECO temperature Set the comfort temperature under SETTINGS DHW DHW TEMPERATURES COMFORT TEMPERATURE Set the ECO temperature under SETTINGS DHW DHW TEMPERATURES ECO TEMPERATURE Set the times under PROGRAMS DHW PROGRAM C COMFORT MODE Purpose If no reduction is to take place e g in a low energy house Heating mode The heating circuits HK are constantly held at the comfort temperature applies to HK 1 and HK 2 Set the comfort temperature for the relevant heating circuit under SETTINGS HEATING HEATING CIRCUIT COMFORT TEMPERATURE DHW heating DHW heating takes place at the specified times The heat pump switches between comfort temperature and ECO temperature Set the comfort temperature under SETTINGS DHW DHW TEMPERATURES COMFORT TEMPERATURE Set the ECO temperature under SETTINGS DHW DHW TEMPERATURES ECO TEMPERATURE Set the times under PROGRAMS DHW PROGRAM D ECO MODE Purpose If for a short period there is nobody in the building e g during a weekend break Heating mode The heating circuits HK are constantly held at the ECO temperature applies to HK 1 and HK 2 Set the ECO temperature for the relevant heating circuit under SETTINGS HEATING HEATING CIRCUIT ECO TEMPERATURE DHW heating DHW heating takes place at the specified times The heat pump switches between comfort temperature and ECO temperature Set the comfort temperature under SETTINGS DHW DHW TEMPERATURES COMFORT TEMPERATURE Set the ECO temperature under SETTINGS DHW DHW TEMPERATURES ECO TEMPERATURE Set the times under PROGRAMS DHW PROGRAM

8 9 E DHW MODE Purpose When the heating period is over and only DHW is required summer mode DHW heating takes place at the specified times The heat pump switches between comfort temperature and ECO temperature Set the comfort temperature under SETTINGS DHW DHW TEMPERATURES COMFORT TEMPERATURE Set the ECO temperature under SETTINGS DHW DHW TEMPERATURES ECO TEMPERATURE Set the times under PROGRAMS DHW PROGRAM Frost protection is activated for heating mode F EMERGENCY OPERATION Note If emergency mode is enabled higher operating costs will result because of the second heat source Purpose If the heat pump can no longer function In many cases the heat pump switches into this operating mode automatically Heat pumps with second internal heat source In heat pumps with an integral second heat source the NHZ stages electric reheating stages of the electric emergency booster heater take over central heating and DHW irrespective of the dual mode changeover point Heat pumps with second external heat source If the heat pump is connected to an external second heat source and your qualified contractor has enabled the corresponding parameters THREADED IMMERSION HEATER or BOILER the operating mode can be selected The external heat source then takes over operation of the DHW or central heating function irrespective of the dual mode changeover point

Q3 How do I set my hot water temperature DHW TEMPERATURES With all DHW temperature menu items you can specify the set temperatures for comfort and ECO modes Set the comfort temperature under SETTINGS DHW DHW TEMPERATURES COMFORT TEMPERATURE Set the ECO temperature under SETTINGS DHW DHW TEMPERATURES ECO TEMPERATURE Set the times under PROGRAMS DHW PROGRAM Q4 How do I set my heating temperature HEATING TEMPERATURES HEATING CIRCUIT 1 HEATING CIRCUIT 2 HEATING CIRCUIT 3 With all heating circuit menu items you can specify the parameters independently of one another Set the comfort temperature for the relevant heating circuit under SETTINGS HEATING HEATING CIRCUIT COMFORT TEMPERATURE Set the ECO temperature for the relevant heating circuit under SETTINGS HEATING HEATING CIRCUIT ECO TEMPERATURE Set the times under PROGRAMS HEATING PROGRAM for the relevant heating circuit

Q5 How can I set a heating programme HEATING PROGRAM The HEATING PROGRAM will determine the times during which rooms should be heated to the set comfort value In the periods in between heating takes place to the set ECO value The times are determined individually for each available heating circuit 10 11 Navigate to PROGRAMS HEATING PROGRAM Under HEATING PROGRAM select the heating circuit for which you want to specify the times Select the period for which you want to set the time program You have the following options For each individual day of the week Monday Sunday Monday to Friday Mon Fri Saturday and Sunday Sat Sun The whole week Mon Sun Turn the Touch Wheel clockwise to select another day or a group of days Confirm the selection with OK You can set three switching time pairs per day or block of days The switching time pairs are shown on the display to the right of the clock Each switching time pair consists of a start time and an end time In this example only one switching time pair has been programmed The switching time pairs that are still free are represented with dashes for the time slots Use the Touch Wheel to select one of the free switching time pairs or the switching time pair that you wish to change Confirm the selection with OK Use the Touch Wheel to select the start or end time that you wish to change Confirm the selection with OK

Set the start or stop time using the Touch Wheel Confirm your entry with OK Periods around midnight Switching time pairs can be programmed only up to 24 00 If you want to choose periods that extend beyond midnight you will need to set an additional switching time pair for the following day Example Assume for example you want heating mode to be enabled from 22 00 for four hours every Wednesday evening The time period ends on the following Thursday at 02 00 For Wednesday programme the period 22 00 to 24 00 For Thursday programme the period 00 00 to 02 00 Deleting switching time pairs Use the Touch Wheel to select the switching time pair you want to delete Confirm the selection with OK Select the start time using the Touch Wheel Confirm the selection with OK Reset the start time to using the Touch Wheel Confirm your entry with OK By resetting the start time the associated end time is automatically reset Q6 My heat pump still runs when the heating is switched off why Heat pump systems do not work in the same way that a conventional boiler does A conventional boiler will often run when there is a call for heat from the room thermostat On a heat pump system you have a buffer cylinder which is effectively were the heat energy is stored ready to be transferred to the heating system The heat energy will only be transferred from the buffer cylinder to the heating system when there is a call for heat from the room thermostat as this will trigger the heating circulation pumps This call for heat will not trigger the heat pump to fire up until the temperature in the buffer cylinder drops low enough The heat pump will only fire up to maintain the temperature of the buffer cylinder not the heating system The heat pump will always fire up if the temperature of the buffer cylinder drops The buffer cylinder temperature can drop due to transferring heat to the heating system because there is a call for heat If there is no call for heat the buffer cylinder temperature will still drop over time due to standing heat loss The heat pump will fire up to replenish this heat loss even if there is no call for heat from the heating system

12 13 Q7 What is pasteurisation and how do I set it up Pasteurisation is a process of heating stored water to a certain temperature for a certain time period to kill germs and viruses like Legionnaires We recommend running your hot water up to 60 C for a 1 hour period at least once a week This can be done by turning on pasteurisation under SETTINGS DHW STANDARD SETTINGS PASTEURISATION Use the Touch Wheel to select ON and set the temperature to 60 C Confirm the selection with OK PASTEURISATION PROGRAM Note For the PASTEURISATION PROGRAM an emergency booster heater or external heat source must be connected In menu item PASTEURISATION PROGRAM you can specify the days and times at which the DHW cylinder heats the content to the highest value START TIME Here you can specify the start time at which the DHW cylinder heats the content to the highest value Use the touch wheel to set the required start time Confirm your entry with OK Deleting the start time Use the touch wheel to select the start time that you wish to delete Confirm with OK Use the touch wheel to reset the required start time to Confirm your entry with OK DAYS Here you can set the days on which the DHW cylinder heats the content to the highest value Select the days on which you wish to specify heating of the DHW cylinder Confirm your entry with OK Q8 Who should I call if I get a fault on my heat pump Please contact your installer in the first instance if you have a fault you cannot resolve by following our self help guides They know your system best and can provide you with the quickest response Q9 How do I clear or reset a fault on my heat pump Please see our step by guide on our website at www stiebel eltron co uk resetheatpump or see the link at the end of the booklet for a video guide Download reset instructions

Q10 How do I access my ISG Servicewelt Servicewelt is accessed via an IP address this should be provided by your installer when your internet service gateway is installed The IP address should be entered into the URL internet search bar on you computer or device that is connected to the same local network The ISG box that is connected to the LAN or home network will be assigned an IP address by the router To confirm the IP address you can follow the steps below Windows Laptop PC 1 Connect to WiFi network ISG is on 2 Then can they press the windows button on their laptop PC and type in CMD in the search bar then open up the program Command Prompt 3 Once in command prompt the customer should type ping Servicewelt and hit enter 4 This will then reply with an IP address They should then type that IP address into a web browser and it will load the Servicewelt portal Apple Mac Macbook 1 Connect to WiFi network ISG is on 2 Then press the launchpad on the screen and type in Terminal in the search bar then open up the program Terminal 3 Once in Terminal type ping Servicewelt and hit enter 4 This will then reply with an IP address Then type that IP address into a web browser and it will load the Servicewelt portal

14 15 Where to go for more help Our website has useful self help content which can be searched by product name number You can find this at www stiebel eltron co uk quickhelp Quick online problem resolution Guides and videos for various issues can be found in the aftersales area of our website at www stiebel eltron co uk aftersales or on our youtube channel StiebelEltronuk Videos available Setting the heating programme on your heat pump Setting the room temperature on your heat pump controller Switching between operating modes on your heat pump Setting the hot water program on your heat pump Setting the hot water temperature on your heat pump Setting the cooling function on your heat pump View a list of error codes on your heat pump Resetting your heat pump Check and clear your air source heat pump drain Help with device settings device errors If you cannot resolve the issue yourself and the product is in warranty then your first port of call should be your installer who will liaise with us In other circumstances we can assist with service support via our office and field based technical support teams If possible our team will help you resolve your issue via phone or email However if out of warranty visits and repairs are required they will typically incur a parts and service charge Our team will be happy to give you full details of one off charges or annual maintenance packages Call 0151 346 2301 email technical stiebel eltron co uk or see www stiebel eltron co uk maintenance

STIEBEL ELTRON UK Ltd Unit 12 Stadium Court Bromborough CH62 3RP Telephone 0151 346 2300 sales stiebel eltron co uk www stiebel eltron co uk