INTERVIEW
environmental impact where possible. For example, we’ve transitioned company vehicles to electric or hybrid models wherever feasible and switched to a fully renewable electricity provider. While we could do more in the UK, certain factors, such as limitations on installing solar panels at our current site, present challenges. Future eff orts may involve relocating or working with our landlord to improve sustainability practices further. On the product side, sustainability plays an
increasingly central role. The new factory currently under construction will primarily focus on R290 refrigerant products. Originally, the plan was to transition domestic heat pump production to the factory, but as demand for R290 has grown across multiple product lines, it became clear that the factory wouldn’t have suffi cient capacity for everything. As a result, domestic products will be manufactured elsewhere, while the new facility will house commercial product development. Other refrigerants are also being explored. One upcoming launch is the Fullness unit, an all-in-one indoor system combining an air-to-air heat pump with a hot water cylinder. This model is designed for homes with low heat loss, particularly new builds, and it will feature a refrigerant suitable for indoor use.
What trends and challenges in the heat pump market are you seeing? One of the emerging trends in the UK heat pump market is the growing interest in colour options. While it might seem like a minor detail, aesthetics plays a crucial role for homeowners, and demand for variations beyond the standard white units is increasing. Anthracite models, for example, are becoming more popular, and this year, Clivet will be launching a new unit available in two sizes, including a large 40-kilowatt version. Rather than simply changing the colour of an existing model, this will be a dedicated new product line. Homeowners often seek ways to integrate heat pumps more seamlessly into their properties, sometimes even building enclosures to conceal them. Initially, Clivet explored the possibility of off ering customised wraps in diff erent colours, but due to the scale of production and budget constraints, it wasn’t viable. However, introducing a broader range of factory-fi nished colour options is a practical step forward. Beyond aesthetics, building a strong installer network remains a signifi cant challenge. Clivet off ers free training to new installers, which is standard practice in the industry. However, we’ve gone a step further by introducing additional support – sending a pre-sales engineer to assist installers with their fi rst heat pump commission. This ensures the installation is set up correctly and minimises early issues. Balancing training and technical support is critical.
14 June 2025 •
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While robust assistance helps establish Clivet’s reputation and reduces installation errors, there’s always a risk of overspending on support services. It’s important to provide adequate resources without compromising effi ciency or profi tability. Legislation also plays a key role in shaping the
industry. Regulatory developments, particularly around refrigerant use, infl uence product design decisions. Clivet has navigated some uncertainty in this area, and there is now a strong plan for future products.
Strong after-sales service helps diff erentiate Clivet from competitors, ensuring customer confi dence
and reinforcing market presence.
How are you supporting installers and customers? The transition from gas boiler installations to heat pumps presents unique challenges, as heat pumps require a diff erent approach to installation. Training plays a crucial role in ensuring installers are equipped not only to fi t the systems but also to support and troubleshoot them eff ectively. As Clivet expands into the heating market, building this support network has become a key focus. A signifi cant challenge is maintaining high-quality service as product adoption grows. Increased sales naturally lead to more customer interactions and potential issues, making it essential to stay ahead of support needs. Strong after-sales service helps diff erentiate Clivet from competitors, ensuring customer confi dence and reinforcing market presence.
Public education remains vital to the heat pump
industry’s development. Many homeowners are unfamiliar with how heat pumps work, focusing solely on keeping their homes warm rather than understanding the underlying system. Despite growing interest, misconceptions and scepticism persist. Consumer exhibitions and events allow direct interaction with homeowners. These forums emphasise education over immediate sales, making them crucial in shaping consumer perception and confi dence in heat pump technology. Supporting installers is also an evolving process. While Clivet off ers comprehensive training, challenges arise when installers unfamiliar with the product attempt installations, leading to wiring errors or incorrect confi gurations. In housing developments,
for example, an electrician may be responsible for wiring a system despite not having attended the necessary training, which can create avoidable technical issues. Another hurdle is ensuring installers select the right heat pump for each property. Improper sizing can lead to ineffi ciencies and performance problems, contributing to negative perceptions of heat pumps. To mitigate this, Clivet works through distributors who off er MCS design services. These experts use specialised software to match heat pump sizes to properties accurately, minimising installation errors. As the market grows, continued education
remains essential, not just for installers but also for homeowners. Addressing knowledge gaps and misconceptions will help drive wider adoption and ensure heat pumps are understood and used eff ectively.
The last word? The past few years have been challenging, but we’ve made signifi cant strides in growing Clivet’s presence in the UK heating market and expanding our team. When I fi rst took on this role, we had a much smaller workforce, but since then, we’ve nearly doubled in size, reaching 26 employees. A key move in strengthening our operations was hiring a dedicated marketing manager. Previously, we didn’t have one, and allocating a larger budget to marketing has played a crucial role in increasing brand awareness. The right sales team has also been crucial, with a solid distribution of expertise across our product range. However, as we continue to grow, maintaining high customer service and support levels becomes increasingly challenging. With more products in circulation, a stronger service team is paramount. That’s why there are plans to recruit three additional employees this year. One priority is reinforcing the service and engineering team to ensure we can sustain the support required as demand grows. Another focus is sales coverage, and while we’ve established a strong presence across England, Scotland remains underserved, so we’re looking to bring someone on board specifi cally for that region. Lastly, we’re creating a pre-sales role to help manage inquiries. The success of our marketing eff orts has driven a surge in daily inquiries, and at times, keeping up with responses and quotes has been a challenge. Strengthening our resources in this area will help maintain effi ciency and responsiveness. Overall, Clivet’s profi le has risen signifi cantly, and
we’re seeing tangible benefi ts from these initiatives. The next step is to sustain this momentum while continuing to deliver top-tier service and support as we grow. Now, it’s just a matter of waiting for the market and the wider economy to gain confi dence so we can push forward even further.
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