FAQs

Frequently Asked Questions

If you can't find the answer you're looking for give us a call on 0330 822 2795 or email us at installer@dwellow.co.uk

Is dwellow pro free to use?

Yes our app if completely free to use. You'll need to be a qualified installer of heat pumps or solar panels / batteries to sign up but then you'll have access to our free estimator tools and branded customer portal. Download the app on your phone's App store.

All-in-one app with free estimation tools

How long do I keep access to the app for?

The dwellow pro app is free to access - we only ask that you complete one install a year through dwellow. Either your own install using our umbrella or an install for one of our customers.

All-in-one app with free estimation tools

How do I sign up?

Download the dwellow pro app from your phone's app store or give one of the team a call on 0330 822 2795 and they'll help you get started.

It takes around 10 minutes to sign up

What qualifications do I need?

You need to have a Level 3 or equivalent in heat pump installation as well as the usual plumbing and heating qualifications. Your electrician will need up to date electrical certs. If you or your team need additional training we can help arrange that with our manufacturer partners.

Who are dwellow?

We're a nationwide, MCS certified, installer of heat pumps, solar panels and batteries. We work with fantastic independent installers, helping them grow their businesses in low-carbon technologies.

Nationwide, MCS certified, installer

How long does it take to complete onboarding?

It can all be done in the app in under 10 minutes. You'll just need to hand copies of your insurances, qualifications and a recent DBS check.

How does the estimation tool work?

In the app you answer a set of questions about your customer's property. We then estimate the heat pump set up that will most likely work and price it based off the prices you set.

All-in-one app with free estimation tools

How much does the dwellow pro umbrella cost?

We charge £850 for our umbrella service which we deduct from the customer payment. Your customer also pays us a £349 fee for a professional home survey so we can complete the heat loss estimate. If the property needs a new EPC we will arrange for that at the time of the survey for no additional charge.

Single transparent fee.

How much will I earn using the MCS umbrella?

You set the prices for products, labour and margin. We charge a £850 fee for our service which includes the estimation tool, design, commissioning support and a branded customer portal. Your customer also pays us £349 for the home survey.

Complete control of what you charge.

What if the customer has questions I'm not sure about?

Our technical team supports your throughout an install and are happy to join you on calls with your customer to help explain aspects of the design. We also offer support when commissioning the unit.

Is there a joining fee or subscription?

There is no joining fee or subscription. Once you have completed onboarding you can access the free estimation tool, customer portal and our knowledge hub. We only charge our fees once your customer has decided to go ahead.

Transparency on fees, no tie in.

When do I get paid?

We pay two weeks after you have fully commissioned the heat pump and completed all the tasks in the app. We then collect the final payment from your customer and the government grant. The payment you receive is the full amount less our £850 fee.

Do I order the materials through dwellow?

No. You order from your preferred merchant at the rates you have agreed. We don't tie you in to ordering through us as we think transparency is really important when it comes to costs. We just ask you provide us with a copy of the delivery or collection note so we can be sure you've purchased kit that is new and as per the agreed design.

Transparency on fees, no tie in.

What support do you provide me during an installation?

Our technical team will be available throughout your install. Each day you submit photos of your work which we review to help ensure your install matches the design. We will visit you on site during at least your first install and then periodically after.

What if my customer asks for changes to the design?

Often customers may want to change radiator sizes or styles to suit their home. These can be discussed with the customer and the design updated. We'll just check that they will produce enough heat to keep the home warm.

MCS compliant designs

What qualifications do you have as a business?

We are a team of heat pump designers, heating engineers, electricians and technology experts. We're building a business that combines these skills to enable homeowners to transition to low-carbon heating and electric generation options. Our designers are all Heat Geek Masters and we apply this knowledge to design both efficient and cost effective designs.

Who produces all the paperwork?

We do! All of the heat loss estimates, designs, pre-contract information, contract pack and handover are produced by us and made available to you via the dwellow pro app and to your customer in your own branded customer portal. Your customer contracts with us (it's a MCS rule) and you sub-contract to us - whilst staying fully in control of what your customer is charged.

Less admin hassle, professional outputs

Do you use a Consumer Code?

Yes we are a member of the HIES consumer code. What this means for your customer is their deposit will be protected for up to 120 days and the two-year workmanship warranty is insurance backed.

Is this the same as Ideal Heating's InstallPro service?

We're proud partners of Ideal Heating and power their InstallPro service through our know-how and technology. You can access InstallPro or through us direct - the experience for you and your customer is the same.

InstallPro

Can I service the heat pump after I install?

Yes absolutely - via the dwellow pro app we'll even reminder you each year when it is due! If you prefer not to do servicing you can offer your customer a 7-year service plan, when selecting Ideal Heating heat pumps. We will set it up with Ideal post install.

Who registers the installation?

We do - we'll register the warranties, and make the notifications to building control, MCS and our Consumer Code provider. Your electrician will just need to make available the electrical cert.

Registrations

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Complete MCS support

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More doing, less admin.

Focus on your business

Complete MCS support

Join us today

Your docs

Our checks

Get jobs

Frequently Asked Questions

Practical advice

Helpful links

Popular pages

Get in Touch

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More doing,
less admin.