Wall damage during a heat pump installation is more common than you might think — whether it's a cracked plaster surface, a botched penetration hole, or scuffed cladding. The good news is that as a New Zealand homeowner you have solid consumer rights, and most reputable installers will sort the problem out promptly once it's raised correctly.
Step 1: Document Everything Immediately
Before anyone touches the damage, take clear, well-lit photos and video from multiple angles. Note the date and time, and write a brief description of what happened and when you noticed it. This evidence is essential if the dispute escalates.
If the installer is still on site, point out the damage calmly and ask them to acknowledge it in writing — even a text message or email confirmation is useful. Do not allow anyone to attempt a repair before you have documented the original damage thoroughly.
Step 2: Understand Your Consumer Rights
Under the Consumer Guarantees Act 1993 (CGA), any service — including heat pump installation — must be carried out with reasonable care and skill. If the installer causes damage to your property while doing the job, they are responsible for putting it right. This applies whether you hired a sole trader or a larger company.
You are entitled to:
- Remediation of the damage (repair or replacement to the original standard)
- A refund or price reduction if the damage cannot be fully remedied
- Consequential loss in some circumstances
Consumer NZ has excellent plain-English guidance on your rights under the CGA and how to pursue a complaint.
Step 3: Raise a Formal Complaint with the Installer
Contact the installer — ideally in writing — and clearly state:
- What damage occurred
- Where it is located
- What remedy you expect (repair, replacement, or compensation)
- A reasonable timeframe for their response (7–14 days is fair)
Keep copies of all correspondence. Most disputes are resolved at this stage, especially with reputable tradespeople who value their reputation.
Step 4: Check Their Insurance
A professional heat pump installer should carry public liability insurance that covers accidental damage to your property during the course of their work. Ask the installer to provide their insurer's details and lodge a claim if necessary. If they cannot provide proof of insurance, note this — it may affect how you pursue the matter.
Step 5: Assess the Wall Damage and What Repair Is Needed
The type of wall matters a great deal:
| Wall Type | Common Damage | Typical Repair |
|---|---|---|
| Plasterboard (GIB) | Cracked or broken board, rough penetration hole | Patch, stop, sand, repaint |
| Plaster (solid) | Cracking around penetration | Fill, sand, repaint |
| Weatherboard (timber) | Split or cracked board | Replace board, repaint |
| Fibre cement (e.g. James Hardie) | Chipped or cracked sheet | Patch or replace section, repaint |
| Brick or block | Cracked mortar or face | Repoint or replace brick |
For interior plasterboard repairs, GIB provides technical guidance on patching and stopping. For exterior cladding, consult the manufacturer — James Hardie publishes installation and repair guides for their fibre cement products.
Paint matching can be tricky. Resene and Dulux both offer colour-matching services at their stores, which is worth using if the repaired area needs to blend with existing paintwork.
Step 6: Get an Independent Repair Quote
If the installer is dragging their feet or you don't trust them to do the repair themselves, get an independent quote from a qualified painter, plasterer, or builder. This gives you a documented cost to use in any dispute or insurance claim.
Step 7: Escalate If Needed
If the installer refuses to engage or the matter isn't resolved, you have several options:
- Disputes Tribunal: The Disputes Tribunal is a low-cost, straightforward option for eligible claims (check the current monetary limit with the Ministry of Justice, as thresholds can change). You don't need a lawyer. Search for your nearest tribunal through the Ministry of Justice website.
- Your own home insurance: Check whether your policy covers accidental damage caused by contractors. Your insurer may pursue the installer's insurer on your behalf (subrogation).
- Industry bodies: If the installer is a member of a trade association, contact that organisation to lodge a complaint.
Building Code and Consent Considerations
Heat pump installation involves penetrating the building envelope — drilling through walls or ceilings to run refrigerant lines, electrical cables, and condensate pipes. Under the NZ Building Code, any penetration through an exterior wall must be properly sealed and weatherproofed to comply with Clause E2 (External Moisture). If the installer has left a penetration poorly sealed, this is not just cosmetic damage — it's a potential weathertightness issue.
Most standard heat pump installations are exempt from building consent under Schedule 1 of the Building Act, but the work must still comply with the Building Code. If you have concerns about the quality of the installation beyond just cosmetic damage, MBIE Building Performance has guidance on your rights and the complaints process.
When to Call a Professional
For the repair work itself, the trade you need depends on the damage:
- Plasterer or painter for interior wall damage
- Builder or carpenter for structural or cladding damage
- Roofer or weathertightness specialist if the exterior penetration is not properly sealed
Note that any electrical work associated with the heat pump installation — including wiring to the indoor and outdoor units — is restricted electrical work that must be carried out by a registered electrician. Check registration at the Electrical Workers Registration Board.
You can find qualified local tradespeople for repairs — including builders, plasterers, and painters — on tradedirectory.co.nz.
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