Nesta published its final project update on heat pump repairs, maintenance and servicing (RMS) on 28 April 2025, drawing on a survey of 345 heating engineers run in partnership with Emma Bohan and Nathan Gambling1. The update examines what the heating sector must change to meet rising demand for RMS as more heat pumps are installed1.
The survey found that the vast majority of respondents (74%) already offer RMS, and over 80% of those who currently offer it expect to expand this offer in the future1. Nesta reports that the proportion offering RMS grows among those at larger companies and those who have been in the sector longer1.
On the barriers, about a third of company owners are struggling to find the skills needed to offer RMS and find it difficult to fit the work into their schedule, while just under a quarter report that it is hard to make a profit from this work1. A further 31% of business owners face a low level of customer demand for RMS1. Nesta notes that an increase in customer demand is the reason for the majority of businesses moving into RMS work, and that 43% of businesses intend to move into RMS as it becomes more profitable, with 37% doing so as they now have access to the right skills and expertise1.
On working on systems installed by others, only a quarter (25%) of respondents do not offer, or do not intend to offer, RMS for heat pump systems other than their own installations1. Among those who are not interested, the majority (61%) do not want to take responsibility for issues that might be associated with the initial installation, and a large proportion (43%) only want to work with systems they have been trained in or understand, or with customers with whom they have an existing relationship1.
"This final update explores the changes required for the heating sector to meet increasing demand for RMS."
| Finding | Share of respondents |
|---|---|
| Already offer RMS | 74% |
| Of those offering RMS, expect to expand it | Over 80% |
| Company owners struggling to find RMS skills | About a third |
| Company owners finding it hard to fit RMS into schedules | About a third |
| Report it is hard to make a profit from RMS | Just under a quarter |
| Business owners facing low customer demand for RMS | 31% |
| Do not offer, or do not intend to offer, RMS for systems other than their own | 25% |
| Of those declining other installers' systems, do not want responsibility for initial installation issues | 61% |
Why it matters for households
For a household with a heat pump, the availability of heat pump servicing and maintenance determines whether a system can be kept running efficiently and repaired when it faults. Nesta's findings suggest most heating firms already carry out this work and most intend to expand it, which points to a sector that is, in Nesta's words, "relatively prepared for the likely future increase in RMS demand"1.
The survey also indicates that three-quarters of respondents would work on systems installed by other engineers, which matters for households whose original installer has ceased trading or is otherwise unavailable1. Where engineers decline that work, the stated reasons are responsibility for the original installation and unfamiliarity with the system or the customer1.
The reported constraints are on the supply side: skills, scheduling and profitability, rather than a lack of willingness to do the work1. Nesta states that addressing skills shortages and workflow management via training is critical to sustain growth1.
What happens next
Nesta describes this as the final update in a series examining topics from its 2024 report on installing more heat pumps1. No further project updates in the series are set out in the update, and no dated next steps are given1. The Heat Pump Ready Programme is not referenced in the update; households looking for the wider context can find it in the heat pumps hub.