We paid EPCI (EPCImprovements) over £13,000 to instal and start an ASHP (Air Source Heat Pump) in our two bedroom bungalow a year ago. A new gas boiler would have cost a quarter of that but we had the money and wished to help the environment. The hot water has worked very well except for a short period during a cold spell recently when we only had cold water until our son visited and used the controls to guess how to turn it back on. The heating (underfloor on ground floor, radiator in the loft conversion bedroom and two towel rails) has only been somewhat effective on the ground floor and has not worked at all upstairs or on the towel rails except for 4 or 5 not particularly cold days when it randomly came on. We asked the installation engineer to recommend a control system with internet connectivity. He recommended Hive so we bought the hub and other parts. EPCI's director then said Hive is unreliable and if we fitted it he'd not accept responsibility for any problems. He recommended Heat Miser so we paid EPCI an extra £800 to fit that. Their Heatmiser engineer said EPCI would give us the codes to access the internet but EPCI did not. As we were given no instructions at all on how to work the ASHP and only minimal ones on the Heat Miser we have had nine months with no heating in the bedroom and bathrooms and only OKish heating downstairs. All this changed when the EPCI engineer did our annual (12 months after the hot water was switched on) service. He later emailed us instructions on how to operate the ASHP and set it up so we, in our 70s, are very comfortably warm throughout our home and the hot water is always hot and only runs tepid for the latter part of the second bath if the first bath has just been filled. He explained how to use the heat miser thermostats to supplement the settings he's put in the Mitsubishi ASHP so as to keep us warm but enable us to have it only come on if we are away on holiday or during hot summer months if the house temperature falls to 10 degrees C. He explained the Heat Miser thermostat controls did not, unlike the Hive ones we bought on the instal engineer's recommendation, have a hub for internet connection but he showed us how to connect the ASHP to the internet so it gives us information about its operation and we agreed remote control via heat miser added nothing as we now have it set up from our home. Had the EPCI engineers who installed the ASHP and the Heat Miser thermostats done as excellent a job as the service engineer and ensured we had instructions and knew how to operate everything we should have given EPCI five stars but until the latter took ownership of the task there were delays on each part of the installation and waits for responses to emails and calls e.g on the day we moved in when it was snowing and we had a very cold first 2 days and thereafter nothing like as good as we have now. EPCI made a great initial impression and now we are very happy again. A year of unsatisfactory installation and commissioning with no instructions intervened. If you choose EPCI ensure it does all the initial setting up and explaining correctly. We have revised our star rating from 2 to 4 thanks to the excellent way the service engineer has now enabled us to have a warm home. If you choose EPCI tell it you do not want a first very unsatisfactory nine months with money wasted on devices they recommend and then reject and then you should be able to give it five stars.