A Customer Story
When It Was Time to Replace Their Boiler, They Chose to Upgrade Instead
Thomas & Adrian’s boiler was nearing the end of its life. Rather than replacing it like-for-like, they explored a different approach. This is the story of how they chose an Adlår home heating system and what happened after their first winter.
Sometimes, the best time to replace your heating system is before you have to.
When Thomas & Adrian were told during a routine service that rust was beginning to build inside their boiler, they had a decision to make.
They could wait until it failed.
Replace it with another boiler.
Or take the opportunity to rethink how they heated their countryside home.
Like many homeowners, they had questions. They’d heard mixed opinions about heat pumps and wanted to understand whether they would genuinely work for their home before making such an important decision.
So, they started researching.
Then they got in touch with Adlår.
A Decision Made Without the Pressure of an Emergency
Most heating systems are replaced because they stop working.
That often means making a big decision at the worst possible time. When the house is cold, hot water has disappeared and there’s little opportunity to explore the alternatives.
Thomas & Adrian wanted to avoid that.
Although their boiler was still working, they knew it wouldn’t be for much longer.
By planning ahead and arranging everything during the summer, they could take the time to understand their options and make a decision they felt confident about.
Like Many Homeowners, They Had Questions
Choosing a new heating system isn’t something most people do very often.
Naturally, there were plenty of questions.
Would a heat pump keep the whole house warm?
Would there be enough hot water?
Would it be complicated to use?
Would it actually be better than replacing the boiler with another gas system?
Rather than expecting Thomas & Adrian to simply trust us, we took the time to answer every question openly and honestly.
Because confidence doesn’t come from being persuaded.
It comes from understanding.
Every Home Has Its Own Story
Before recommending anything, one of our Energy Experts visited Thomas & Adrian’s home in Bentley, Surrey.
We didn’t arrive with a standard solution.
Instead, we started by understanding the home itself.
We assessed:
- The existing heating system
- The size and layout of the property
- Insulation levels
- Existing radiators and heat emitters
- How the home naturally loses and retains heat
- How Thomas & Adrian actually use their home every day
Only then did we begin designing a system around the property.
Because no two homes are the same.
Neither should their heating.
More Than Just Replacing a Boiler
For Thomas & Adrian, this wasn’t simply about swapping one heating appliance for another.
It was about creating a home that would feel consistently comfortable for years to come.
During our survey visit, we sat down together over a cup of tea and explained how modern heat pumps work, how our dual air source heat pump system differs from conventional single-unit systems, and how both compare with a traditional combi boiler.
There were no rushed decisions.
No pressure.
Just honest conversations, practical advice and time to consider everything properly.
Once Thomas & Adrian felt confident, they gave us the go-ahead.
We Took Care of Everything
Replacing your heating can feel overwhelming. That’s why we believe it shouldn’t be.
Once the installation was confirmed, we handled every stage of the process.
Including:
- Managing the government grant application
- Site-specific planning
- Installation scheduling
One request from Thomas & Adrian stood out.
They were going away on holiday.
Could everything be completed while they were away? Absolutely!
Over just two days, our engineers completed the installation while they enjoyed their holiday.
When they returned home, their new Adlår heating system was already installed and ready for commissioning.
Confidence Doesn’t End on Installation Day
Installing the system is only part of the journey.
Once everything was complete, one of our Energy Experts returned to guide Thomas & Adrian through their new system.
Together, we explored:
- The heating controls
- The hot water settings
- The mobile app
- Everyday operation
- Tips for getting the very best performance
Most importantly, we answered every remaining question.
Because we want every homeowner to feel completely confident using their new heating system from day one.
After Their First Winter
Several months later, we visited Thomas & Adrian again to hear how they were getting on.
Their feedback wasn’t about technical specifications.
It was about everyday life.
They told us their home now felt far more evenly heated.
Rooms that had always felt colder were now just as comfortable as the rest of the house.
The system was straightforward to use and even easier than the boiler it replaced.
And both their heating and hot water had delivered exactly what they had hoped for.
For them, the biggest difference wasn’t a single feature.
It was simply how comfortable their home now felt.
“The whole house feels like one consistent temperature now. Rooms that always felt cold before are just as warm as everywhere else.”
Could Your Home Be Next?
Every home is different.
Every family lives differently.
That’s why every Adlår heating system is individually designed around the property and the people who live there.
If you’re beginning to think about replacing your existing heating, our instant estimator can help you understand what’s possible for your home, including an indication of available government funding.
