Offering you the very best service

ICS

Nu-Heat recently participated in the UK’s largest benchmarking study with the Institute of Customer Service and the results show that our service is on par with (or even better than!) some of the most customer-centric companies in the country.

Feedback from our customers, collected independently by the ICS, gave us an overall score of 88.8 out of 100 on the UK Customer Satisfaction Index – an incredible result that shows everyone at Nu-Heat is committed to providing an excellent level of service. For comparison, other top scoring companies included Amazon with 86.6, First Direct with 85 and John Lewis with 84.9. Customers frequently described Nu-Heat as ‘professional’, ‘efficient’ and ‘reliable’ and our team as ‘knowledgeable’, ‘friendly’ and ‘informative’.

Nu-Heat is dedicated to continuously improving what we offer our customers, so even with this fantastic result we will carry on looking for ways to deliver an even better service. Every piece of feedback we receive – whether positive or negative – is logged on our system to help us achieve our goal of creating happy customers who are proud to own a Nu-Heat system. If you would like to leave us any feedback, give us a call on 01404 549770 or email us at info@nu-heat.co.uk. You can also leave feedback via our email footer – just select your chosen smiley to write your comments.

Customer feedback from July 2016:

 

“I’m very impressed with the attentive and professional attitude of all your staff.”

“Alec, my Account Manager, got a quote to me in super quick time so that we can progress the work. Thanks!”

“To say that we are impressed with Nu-Heat UFH would be an understatement. The guys fitting the UFH said that it is great quality. I have to say, the entire process was superb from start to finish. I am so pleased I chose Nu-Heat.”

“It is this kind of support that makes a company great.”

“Please send our sincere thanks to Holly for talking us through the options so clearly. We were very impressed with her knowledge. Also thank you to David for coming over to explain your systems.”

Nice to meet you

Whatever the stage of your project, and whether it’s your first or twenty first foray into warm water underfloor heating (UFH), it can often be helpful to discuss your plans and ideas face to face with an expert. Whether you are a homeowner, installer, builder, developer or architect, we like to meet our customers, and firmly believe that a friendly chat over a cuppa is worth its weight in gold.

New customer area
Nu-Heat Account Manager, Simon Cook, discusses project plans with self-builders Richard, Graham and Freda in the new meeting area

As proud members of the Institute of Customer Service, we will always aim to offer the best possible customer experience. If you are not able to pop in, we can always arrange for one of our national network of UFH experts to visit you on-site.

What can you expect when you visit Nu-Heat?

We want every visitor to feel welcome and valued, and have recently finished work on a warm and comfortable meeting area which is designed to help you get the most out of your visit. This dedicated space showcases our latest products and literature, allowing you to get your hands on our range of UFH floor constructions and thermostats. Our building is heated by one of our screed UFH systems, and paired with a luxury Upofloor vinyl floor covering in our customer meeting area, the perfect partner for underfloor heating.

Customer area
Upofloor vinyl flooring with Nu-Heat underfloor heating
I am considering including UFH in my new project

That’s great! It is never too early to come in and have a chat about new build or renovation projects, and there will always be an expert on hand to assist. Even if you are just considering UFH as a possibility, we’re happy to speak with you about options to suit the project.

Pop in or phone ahead to arrange a meeting with a Technical Account Manager who can offer advice and guidance. They can help you to identify the best UFH solution for the project, taking into account the property type and intended use, the heat source (for instance gas, oil, solar thermal or heat pump), floor construction, installation considerations and any specific requirements. If you are working with a builder or architect, we can help to provide the specification information they will need to populate the plans.

I have decided to include UFH, but want to discuss the options in line with the plans

No problem. Bring the plans when you visit, and your dedicated Technical Account Manager will be happy to go through these with you. As well as seeing sample products in our new customer area, you can also visit our nearby warehouse and training centre to view working UFH systems in situ, learn about how they are installed and get to grips with which UFH systems best suit the project and chosen floor coverings. Your Technical Account Manager will be your main point of contact at Nu-Heat, and will work with you as the project progresses.

I have an ongoing UFH project, and I want to talk through the details

Of course! Call ahead to arrange a time to meet your Technical Account Manager and the Designer working on the project. They can assist with any questions you may have, and can also offer you a tour of the offices so that you can walk through the process that the project takes from initial enquiry to delivery.

Bespoke design, bespoke support

No two projects or customers are the same, and just as we design your bespoke UFH system to meet your specific requirements, we also want to make sure we offer you the level and type of support that you need at each stage of your project.

Contact us on 01404 549770 or pop in to our offices to chat about UFH options for your project.

We look forward to meeting you!

A closer look at your online quote from Nu‑Heat

Online quote

As soon as you send Nu-Heat a set of project plans and we have taken all of the relevant information required, work begins on your bespoke quote. Within 72 hours you’ll receive an email which includes a link to view the quote online.

The online quote contains a lot of useful and specific information about the system we have specified, and because it’s hosted online it is quick and easy to amend so is always up to date. The price you see covers the complete design and supply of the system, including all components.

Here’s what you can expect:

Your underfloor heating (UFH) quote

Quotation summary and price
This is a summary of everything we have included in your quote. You will see the recommended solution we are quoting under ‘system specification’ with the option to view more detailed and technical information.

This section also includes the price. Our quoted price will not change, so what you see here is what you will pay unless the project scope alters and we have to make significant revisions.

Contact details for your Account Manager are clearly displayed should you have any questions or wish to proceed to the next step.

UFH quote
Rooms
This includes a breakdown of all of the rooms in the project that require UFH, their design temperature, the system specified, and whether they require a thermostat. This is useful as it allows you to check that every room you are expecting to be part of the UFH design has been covered. It also states the number of manifolds being used for the system and in which rooms these will be located.

If anything needs changing at this point, or you have questions, simply contact your Account Manager who can help.

What’s included
A detailed breakdown of all of the components included in your UFH quote, from the manifolds right down to the tube staples. This can be a useful checklist further down the line, when you receive your delivery, to double-check quantities before installation.

Upgrades & extras
Every Nu-Heat UFH system comes with a dial thermostat as standard. This section covers popular system upgrades, such as smart or wireless thermostat options, along with the cost of upgrading.

Your heat pump quote

Quotation summary and price
This is a summary of everything we have included in your quote. It gives details on the heat pump model we are quoting along with some benefits of the particular unit, whether air source or ground source, with the option to read a data sheet for more detailed product information. You will also see a breakdown of exactly what is included as part of the heat pump system (ground loops, the heat pump unit and other components) and an energy rating for the system we have put together, also known as an ErP rating.

It’s likely that the system will qualify for the Government’s Renewable Heat Incentive Scheme and you will see that some information is included in the summary on the potential paybacks for your chosen system.

The price we have quoted is fixed unless the project should significantly change and your Account Manager’s contact details are included should you have any questions or want to progress to the next step.

System performance
This is where we get a little more technical! Expert system design is essential to creating an efficient heat pump solution. Every heat pump we design and supply must provide 100% of the property’s heat load for at least 99% of the year. In this tab we set out the Seasonal Coefficient of Performance for your heat pump system so that you can see how it will perform year-round based on local regional weather data. It also includes the total building heat requirement, based on information you provided pre-quote, together with the heat pump’s output for heating and hot water together with the ‘free energy’ you can expect the heat pump to produce.

Help with MCS compliance
In order to receive the Renewable Heat Incentive payments the heat pump must be installed to strict MCS guidelines. We have a number of installer support options to help with this, whether the system is being installed by an MCS or non-MCS registered installer. Your Account Manager will be able to talk through the best option for the project.

Get a quote

Getting a bespoke quote is quick and simple – just send us a copy of your project plans. If you are renovating and do not have drawn plans, that’s ok, you can draw the rooms and provide us with measurements to work from.

Plans can be sent via email to info@nu-heat.co.uk or through our website. You can also speak with one of the team beforehand if you have any questions about how UFH or a heat pump can work in your project by calling 01404 540650.