Kensa Avis 

I have a heat pump installation company, and we regularly install and service Kensa units. I cannot speak highly enough of their commitment to help installers and customers, and always feel like they work as a team and the staff genuinely want to help. A special thanks to Chris who spent a great deal of time helping us with a very unusual technical fault, and was determined to get it fixed, which he did.

We are a small charity based near Aberdeen. We recently contracted with Plumbing and Renewables Ltd to install a ground source heat Pump. Our initial discussions were based on a 3-phase solution, which would integrate with the proposed 3-phase battery and solar panel installation. Our initial grant awards were insufficient to meet the costs of the 3-phase heat pump and so a single phase heat pump was delivered in March. Due to the crossing of email communications, we had simultaneously informed Plumbing and Renewables that our grant awards had been increased to meet the additional costs of the 3-phase pump. We were therefore asked to return the single phase pump to you.

You will appreciate that the additional charges associated with transport and restocking were not taken account of in the grant awards to the Trust. We therefore asked that Kensa considered refunding their £644.40 "restocking" charge. We did meet all the costs of return transport. I understand Kensa claim that the heat pump had to be repackaged and tested. This is not the case as we returned the pump in its original packaging unopened and still secured to the pallet, exactly as received. A refund of the "restocking" charge was requested on 4th May, but despite repeated reminders no response was received from Kensa until 30th July. A refund of the restocking charge would go some way to helping the Trust to complete the project within the awarded budget. We have no issues with the contractors, Plumbing and Renewables, who have been working hard to install the system.

Excellent service from start to finish nothing too much trouble for the Tech Team
Very helpful and made me feel at ease advising me to contact them anytime in the future for any further assistance 10/10 ⭐️

Issue with a sensor on my heat pump. Talked through immediate remedy to get hot water working (EPS plumbing). Then bought part off internet and fitted with help over the phone from Kensa within 15mins. No loss of service and everything working for less than £50.

Amazing thank you !!

So nice to talk to someone on the phone who has the ability to sort your problem. Tom was excellent in diagnosing the problem with our pump and then providing an effective solution.
Top quality service!

We have had a kensa ground source heat pump for a few years now and it has been a brilliant bit of kit

Early last week we started to get a very strong fishy smell coming from the unit,so we switched off the whole system to be safe,and called Geogreen who are the company that maintain our system,we can't recommend Geogreen enough.

They came out the very next day and diagnosed that 2 of the soft start units had burned out and that the software on the mother board was out of date,they were immediately on the phone to kensa who said the 2 soft start units were about £250 and would not be in-stock until last Thursday,the motherboard for some reason had to be removed from the unit and sent back via post to kensa,they would then update it and send back free of charge.

It is January and we live in north Yorkshire,so it is currently very cold ,snow flurries and ice.

We accepted that we would not have any heating and hot water for a few days.thursday came and went and still no soft start units in stock,Geogreen have been diligently chasing kensa on a daily basis but as yet nothing.

We are nearly a week down the road in the middle of winter with no heating and still kensa have no stock despite telling us they would have some last Thursday.

Had it been the middle of summer we could have just accepted this .

The problem is I'm classed as a vulnerable person,I have had major heart surgery and I am on a lot of medication,coupled with the fact that I have a saverly compromised immune system and mental health issues,all of which I'm on medication for.

We have been very positive about kensa until this point as all our interactions with them have been extremely positive, until now,how ever the current situation we find ourselves in is far from acceptable, boarding on dangerous.

We are a week later and still been told no stock,I also don't know it the mother board software update has been done,this in no way reflects on Geogreen but kensa please can you get your act together

Edit on this review,we are coming upto 2 weeks and still kensa do not have the parts in stock,my physical and mental health are starting to deteriorate due to the cold,we have a forecast for snow this evening and I have spent most of today in bed as it is the only way I can keep warm,this is getting far past being a joke I am very unhappy with kensas total lack of care for it's customers,🥶🥶🥶🥶

Thank you for your response kensa,it appreciated and yes the pump is back up and running,thank you

Tom Morris was absolutely outstanding. We have a vulnerable child in our household and Tom went over and beyond to help me and checked in continuous over the festive break to ensure we had heating and hot water.
I have had a few problems over the previous 12 months which were nit really getting resolved but Tom gave me the assurance that was needed .
Tom had a genuine concern and we simply could not have asked for more. Well done to Kensa , you have a engineer that truly cares about your customers.
I personally employ over 400 staff so i know what it is like to be reliant on great team members to represent your brand.
Congratulation Kensa you have it in Tom Morris.

Our heat pump is quite old, having been installed in 2007 however Kensa's tech support staff continue to offer the absolute best in after-sales service. We haven't had many problems over the years but nothing is ever too much trouble for these guys, irrespective of which member of the team you speak to.

Truly Exceptional—Kensa Sets the Gold Standard for Customer Care

I’ve been a Kensa customer for eight years, and in that time I’ve contacted their technical support team more times than I can count. Each interaction has reinforced the same impression: Kensa’s standards are remarkably high and their commitment to genuine customer care is second to none. They don’t just fix problems, they restore confidence in the customer.

Most recently, I worked with Tom C. His knowledge and experience was outstanding from start to finish. Tom didn’t just provide clear,l advice on the options available to me. He took ownership of my issue and went above and beyond to get my system up and running as quickly as possible. What stood out most was that he know what to do technically and translated the complex situation into plain, practical language and made sure I felt informed and supported every step of the way.

In the process, I’ve learnt a great deal about the heat pump and its components. Tom's thoroughness and willingness to explain the “why” behind each recommendation has given me real confidence in my ability to carry out routine maintenance with Kensa’s expert guidance when needed. It’s rare to find a company where the support experience genuinely enhances your understanding and trust in the technology; Kensa achieves exactly that.

Support was straightforward to access and as an owner not an engineer Chris was still able to locate my unit on their system, find the serial number, diagnose the problem, specify the correct parts and get them shipped promptly.

Excellent service throughout and a very friendly team who really care about helping customers. The tech and support team, in particular Tom, have worked hard to make sure everything works well and the GSHP is running smoothly. We love it.

Brilliant customer service from Tom M
Phoned up seeking advice about my "inherited" heat pump having moved into a new home.
Tom was able to quickly identify the specific unit, provide information about the unit and then provide very clearly explained and helpful advice on using the unit for Domestic Hot Water.
A real pleasure to deal with a company and contact who provides such exemplary customer support.

Brilliant service. Tom couldn’t have been more helpful when I had a settings issue on my heat pump that was baffling me. Thanks again

Excellent service from both Andy and Tom, helping us in person and over facetime to figure out issues that had baffled us. Can't recommend them highly enough and thoroughly appreciate their time, support, advice and direction.

Tom was knowledgeable, understood how to lead me through the maze of the Evo and whilst we are not convinced we have found the problem we are on a path to resolution. I have full confidence that should the current part not solve the issue I know I can call back and get logical assistance to the desired performance that I’ve experienced from my heat pump this past 8 years.

Great support and back up always available with practical help and advice can't fault the support

Being an installer, Kensa’s support is invaluable to us, always there if needed and excellent when commissioning a new system. Compared to other manufacturers, Kensa are head and shoulders above when it comes to support and diagnosing. Tom and the others I have dealt with have always been spot on.

Previous heat pump had not been repairable, my local heat pump engineer recommended Kensa, which has been more efficient than previous unit.

We had installed a EVO 9 Heat Pump with ground loops in a new bungalow in 2020
Moved in in March 2021 pleased with system.
Not as complex as some people think as they are a refrigerating unit working opposite way round.
Now 2025 no problems with the system even the hot water is hot.
My plumber installed it and I commissioned it over the phone to Kensa ( I am an electrician )
Would recommend system as it works well with underfloor heating system.

Due to my under floor heating system failing I rang the Kensa heat pump company who put me through to there technical team, I spoke with Tom Morris who I must say due to his excellent tech skills and second to none customer service skills listened and talked me through each stage from what was causing the failer to parts if needed ect, till my heating system was up and running again he is an asset to kensa heat pump company.