Why it pays to ask the right questions
A heat pump is a long-term purchase, and the quality of the installation matters just as much as the brand you choose. A well-installed unit should heat and cool efficiently, suit your room size, and comply with New Zealand requirements. A poor installation can lead to noisy operation, leaks, higher power bills, disappointing performance, and warranty problems.
Before you sign anything, use the questions below to compare installers properly. In New Zealand, the cheapest quote is not always the best value, especially if the job involves electrical work, refrigerant handling, or building changes that may need consent.
Start with experience and local knowledge
Not every installer is equally suited to every home. Ask about the kinds of properties and systems they work on most often, and whether they understand New Zealand conditions.
Useful questions:
- How long have you been installing heat pumps? - Do you mostly work on residential installations, or commercial jobs as well? - Have you installed systems in homes like mine — for example, older villas, weatherboard houses, apartments, or new builds? - What brands and models do you work with most often? - Do you assess the room size, insulation, sun exposure, and layout before recommending a unit? - Can you explain why you recommend this size and type of heat pump for my home?
A good installer should be able to explain sizing in plain language. Oversized and undersized systems can both cause issues. In NZ homes, where insulation and draught stopping vary a lot, a proper on-site assessment is often more reliable than a quick phone quote.
Check licences and qualifications
This is one of the most important parts of hiring any tradesperson in New Zealand. Some heat pump work is restricted and must be done by appropriately licensed people.
Ask directly:
- Are you qualified to do the electrical work needed for this installation? - If refrigerant work is involved, who will handle that, and are they certified for it? - Are you licensed by the relevant authority for the work you are doing? - Will you issue the correct compliance documentation after the job is complete?
Things to know in NZ:
- **Electrical work** is regulated by the **Electrical Workers Registration Board (EWRB)**. - **Plumbing, gasfitting and drainlaying** are restricted trades under the **Plumbers, Gasfitters and Drainlayers Board (PGDB)**. Some installations may involve related work, such as condensate drainage or other plumbing-related connections. - Heat pumps that require **building work** — such as structural changes, wall penetrations, or external mounting changes — may also need a **building consent** from your local council.
Do not assume a “heat pump installer” is automatically licensed for every part of the job. If one company is coordinating electricians, plumbers, or builders, ask who is doing each part and what qualifications they hold.
Ask what the quote actually includes
Quotes for heat pump installation can vary widely, and the details matter. A lower headline price may leave out items you end up paying for later.
Ask for a written quote that clearly shows:
- the heat pump model and capacity - supply and installation labour - electrical work - outdoor unit mounting or pad - wall bracket or floor stand if needed - pipework, cabling, and standard penetrations - condensate drainage - removal and disposal of the old unit, if applicable - any scaffolding, lift access, or special equipment - GST - any exclusions or provisional sums
It also helps to ask:
- Is this a fixed price or an estimate? - What could cause the price to change? - Are there extra charges for difficult access, long pipe runs, or older wiring? - Does the quote include a site visit, or was it based on photos only?
For an average residential installation, prices can vary a lot depending on the unit type, access, and any electrical or building work. Because of that, it is wise to get at least two or three written quotes before deciding.
Confirm the timeline and installation programme
Heat pump installations are often urgent when a house is too hot in summer or too cold in winter, but good installers still need a realistic programme.
Ask:
- When can you do the site visit? - How long after acceptance could the installation start? - How long will the job take once work begins? - Will you need to order the unit, and if so, how long will delivery take? - What happens if the weather delays outdoor work? - Will you handle council consent or other approvals if they are needed?
Timing matters in New Zealand because demand tends to rise before summer and again before winter. If you want the installation done before a heatwave or cold snap, book early. Reliable installers should be upfront if there is a backlog.
Ask about the installation process
You want to know exactly what will happen on the day, especially if there is more than one trade involved.
Good questions include:
- Will you inspect the site before confirming the final recommendation? - Where will the indoor and outdoor units be placed, and why? - How will you manage noise, vibration, and airflow? - Will you test the system fully before you leave? - Will you show me how to use the controls and settings? - What clean-up is included? - Will you patch and tidy any wall penetrations, or is that left to me?
A professional installer should be willing to talk through placement options. For example, the indoor unit should not blow directly onto a bed or sofa if it can be avoided, and the outdoor unit should be positioned to reduce noise for you and your neighbours.
Understand warranties and workmanship guarantees
A heat pump can come with several layers of protection, so make sure you know which is which.
Ask:
- What warranty comes with the heat pump itself? - What workmanship guarantee do you provide on the installation? - If something goes wrong, who do I contact first — you or the manufacturer? - Are there conditions that could void the warranty? - Do I need proof of regular servicing to keep the warranty valid?
It is worth checking whether the installer is an authorised dealer or recommended installer for the brand they are supplying. That does not automatically mean they are the best choice, but it can help if you later need support with a warranty claim.
Be careful with vague promises like “lifetime support” unless they are clearly explained in writing. Ask what support actually looks like and how long they guarantee their labour.
Check insurance and liability cover
If something is damaged during installation, you need to know who is responsible and whether they have insurance to cover it.
Ask:
- Do you have public liability insurance? - Are your staff covered by workers’ compensation or equivalent cover where relevant? - What happens if you damage the wall, roof, insulation, or wiring during the job? - Are my property and contents covered if there is an accident? - Can you provide evidence of insurance if requested?
This is especially important in older homes where walls may hide surprises, or where access is awkward. If a contractor is reluctant to talk about insurance, that is a red flag.
Ask for references and proof of recent work
A good installer should be happy to show evidence of recent jobs or provide references from previous clients.
Ask:
- Can you provide references from recent residential customers? - Do you have photos of similar installations you have completed? - Have you worked on homes with similar construction or access issues? - Can I read verified reviews, or contact a past client directly?
When speaking to references, ask whether the installer turned up on time, kept the site tidy, stuck to the quote, and resolved any follow-up issues promptly. That often tells you more than a polished sales pitch.
Compare the details before you decide
A useful way to compare installers is to look at more than the bottom line. The table below shows the main points to check.
| What to compare | What good looks like | Watch out for | |---|---|---| | Licensing and qualifications | Relevant licences and compliant work documentation | Vague answers or no proof of credentials | | Quote detail | Written, itemised, includes GST and exclusions | One-line quotes with lots of unclear extras | | Site assessment | In-person visit or thorough review of photos and measurements | Quoting blind without checking the property | | Experience | Similar homes and similar heat pump systems | Little residential experience | | Timelines | Clear start date and realistic completion window | Promises that seem too fast | | Warranty and guarantee | Written warranty details and workmanship cover | Verbal-only promises | | Insurance | Public liability and appropriate cover | No evidence of insurance | | References | Recent NZ references and examples of completed work | No references available |
Red flags that should make you pause
If any of the following come up, slow down and investigate further:
- They pressure you to decide immediately. - They refuse to give a written quote. - They cannot explain which parts of the work need licensed trades. - They say consent is never needed for any installation. - They avoid questions about insurance or warranties. - They want a large cash payment upfront without a clear contract. - They offer a price that is dramatically lower than other quotes without a clear reason.
A good contractor should welcome questions. If they act annoyed by basic checks, that is usually not a good sign.
Before you sign, get everything in writing
Once you have chosen an installer, make sure the final agreement covers the essentials in writing:
- exact make and model of the heat pump - full price and payment schedule - scope of work, including any electrical or building work - start and finish expectations - who is responsible for consents or approvals - warranty and workmanship terms - what happens if unexpected issues are discovered
Keep copies of the quote, invoice, warranty documents, and any compliance records. These can be important later if you sell the home, need servicing, or have a warranty claim.
The best heat pump installer is not just the cheapest or the fastest. It is the one who can explain the work clearly, has the right licences, gives you a proper written quote, and stands behind their installation.