In the unlikely event that the defrost cycle does not work, it is possible that your heat pump will freeze up with condensation if the outside temperatures are very low. In such cases, a fault code should
appear on your heat pump controller’s display screen, and it is recommended that you speak to your heating engineer for support. Please do not attempt to thaw any frozen condensate by pouring boiling water on your heat pump as you will likely damage the unit.
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Alternatively you can speak to a member of our team - Subject to Operating Times