Marvel Heating & Renewable Energy LTD t/a Marvel Heating

Excellent service from Marvel Heating from start to finish. Rob was polite, knowledgeable and never pushy, and I was consulted at every stage — including having my input on where the heat pump should be located. The installers, Darius and Craig, were fantastic — hardworking, professional, and very tidy. Any minor niggles after installation were dealt with quickly by the customer service team. Best of all, the house is now consistently warm and it’s costing less to run than when we were using gas for a few hours a day. Highly recommended.

Generally good, with a few issues along the way. Very friendly team. You can tell they're genuinely wanting to help you. Ours was a large job: installation of underfloor heating throughout the property plus an air source heat pump. The sales process was straightforward, informative & clear, with a sales director coming to our house to talk us through our options, explain how it works etc. This was followed by a site visit, once we'd signed up, which was undertaken by engineers who really knew their stuff. We did question whether the pump would be sufficient for our property, and Dwaine and the team insisted that it was. We have now had our first winter with the heat pump & underfloor, and it all appears to be working quite well (after a few small issues with Marvel were swift to resolve). The main negative we have found with Marvel has been communication (which they seem to have resolved since, by hiring some more manpower to head up some of the operational elements). During the course of the time we worked with Marvel, communication was a pain point, as a lot of the comms seemed to bottleneck with Dwaine, Marvel's key decision-maker - clearly a very knowledgeable and busy man. However, I understand they have recruited someone else to manage the operations in those moments where Dwaine is unavailable. Broadly, Marvel offer a good service, with some genuinely great people who work for them. With some improvements to their operational model, reducing bottlenecks, spreading accountability, they could easily be an excellent, category-leading company.

Overall Marvel Heating were great, the install didn’t go exactly as planned but when little things go wrong it shows how well the company is with how they put things right and deal with things promptly. Overall Dwain stands out the most, weekends, night times he was available and working to make sure that the job got done. First contact with Marvel on the sales side was easy, it does take a little time to gather information to get a price for the system, you also need to have a survey carried out. Once the order was placed the install team was straight on it and my job was started much quicker than others were offering, 3-4 weeks at the time while others were 12 weeks. All the engineers that attended were spot on, good workmanship and tidy. Just what you would like and expect from a decent company. There was a problem with the fuse board, the wire wasn’t large enough to cope with the load, I had a car charger on the same board and when both were running it tripped. After raising this with Marvel, they quickly investigated and sent an engineer to install a new larger wire. Again, some companies might have argued but the work was carried out and in a timely manner. As for the actual heat pump, I had it installed in August, I had my gas took out (by Marvel) and it was very worrying in case it didn’t work. It’s the middle of November and we’ve had some cold nights and I’m quite surprised and pleased with how it works. I was used to gas, turn it on and quickly the house starts to warm up, with a heat pump you still have that control but it takes a little longer, but when you get used to it it is no bother at all. The control and app has timers that you can set up, it’s well worth setting these up, it’s easy to do, and then you can play around until you get the temperature where you want it, just like a gas boiler. There’s some negativity about the MELCloud app and people saying the functionality isn’t that great and that put me off a little but it’s really quite fine and easy to use. I have a 5 bedroom detached house, with 17 rooms, the Mitsubishi Ecodan unit is doing just fine. Water is stored at a lesser temperature, the cylinder will be sized bigger than a normal gas boiler but we’ve not ran out of hot water yet and it’s still as hot out the tap and shower. I’ve also got solar and batteries, with tariffs that are available with Octopus my house now has negative energy bills, they are now paying me for energy that I export over and above what I draw from the grid. Even without solar and batteries, I can notice the difference in better energy usage than with gas and I would still recommend a heat pump. Would I use Marvel again, yes I would and I’ve recommended them and heat pumps to friends and neighbours.

The service from the office staff is superb, any minor issues were dealt with swiftly. However the installation dates, day 2, was changed without prior information. Luckily I can work from home but better communicaction internally, and with customers would be better. In general I would recommend Marvel, and this heating system. We are toasty and the unit it much quieter than expected and I was informed with everything explained throughout.

From start to finish it’s been a great experience, Everyone I met from the Marvel team was friendly, honest and hardworking . I’m really pleased I went with Marvel as the install was great our house is warm and cozy. I was nervous about transitioning to heat pumps as I had heard horror stories about your home never getting warm enough especially as we have a big old house to heat . Within 12 hrs of turning it on the whole house was warm and the hot water piping hot.