Case Study

Two housing providers utilise remote monitoring to improve heat pump maintenance

Southway Housing Trust and Wigan Council digitally connected previously installed air source heat pumps on their estates to improve visibility of system performance, identify faults earlier and support more proactive maintenance.

Housing providers	Southway Housing Trust and Wigan Council
Technology	Air source heat pumps connected through public 5G routers, gateways and manufacturer-supported monitoring platforms
Purpose	Earlier fault detection, remote diagnosis, better maintenance decisions and future optimisation
Main outcome	Better visibility of heat pump performance and more informed maintenance planning
Evidence status	Positive proof of concept; incomplete baseline data prevented robust quantified savings

Results reflect proof-of-concept evidence. The project showed that remote monitoring could improve visibility and maintenance decisions.

The challenge

Unconnected heat pumps give landlords limited visibility of how they’re performing. Problems may only become clear when a resident reports discomfort, high bills or loss of heating. Engineers can then arrive without enough diagnostic information, increasing the risk of repeat visits and slow resolution.

What was implemented

Existing heat pumps were connected through in-home routers and gateways to manufacturer-supported monitoring platforms. Housing and delivery teams could review operating data remotely, investigate abnormal performance and plan a more informed response before attending a home. Public 5G was selected as the practical connectivity model.

Results

Operational outcomes

Better visibility of heat pump performance across participating homes.

Earlier identification of faults and systems operating outside expected settings.

More informed triage and maintenance planning before an engineer attended.

Practical learning on compatibility, data access and service ownership.

Resident outcomes

Potential for faster fault resolution and fewer repeat visits.

Less disruption when issues can be diagnosed remotely.

Scope to improve comfort, confidence and support for efficient heat pump use.

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Financial outcomes

Potential to reduce unnecessary visits, diagnostic time and repeat repairs.

Connectivity can support weather compensation, smart tariffs and future optimisation.

Cashable savings were not proven because maintenance and performance baselines were incomplete.

Key lessons for housing providers

Treat monitoring as a service change. Define who reviews the data, what triggers action and how teams record follow-up before connecting equipment.

Include connectivity from the start. Build monitoring, landlord data access and ongoing connectivity costs into future heat pump procurement rather than adding them later.

Start with a defined need and cohort. Focus on homes where repeat faults, limited performance data, resident concerns or running-cost risks create a clear operational problem.

Test the technical approach early. Confirm heat pump compatibility, network coverage, router placement, platform access and supplier responsibilities before deployment.

Measure benefits from the start. Record call-outs, repeat visits, diagnosis time, maintenance costs, system performance and resident feedback before installation.

Before you start

Prioritise suitable homes

Understand your baseline

Test the technical approach

Define ownership

Plan for long-term delivery

Replication guide

Select a priority group of homes. Choose homes where remote monitoring addresses a clear maintenance, performance or resident-support issue.

Map the current service. Record how teams identify faults, diagnose problems, arrange visits and escalate repairs.

Build a joint business case. Involve asset management, repairs, sustainability, IT, procurement, data protection, customer services and resident engagement teams.

Confirm the technical and data model. Check compatibility, connectivity, platform access, data ownership, ongoing charges and supplier support.

Plan engagement and installation together. Coordinate resident communications, access, equipment installation and guidance.

Set response procedures. Define dashboard review, alert thresholds, repairs escalation and follow-up.

Track costs and outcomes. Compare call-outs, repeat visits, diagnosis time, costs, system performance and resident feedback with the baseline.

Review before scaling. Confirm that the operating model, evidence and ongoing costs support wider rollout.

Further information

This case study draws on the Smart Energy deployment delivered through the Greater Manchester 5G Innovation Region programme (GM 5GIR), funded by the Department for Science, Innovation and Technology.

Partners included Greater Manchester Combined Authority, Southway Housing Trust, Wigan Council, Virgin Media O2, Daikin, Robert Heath and other delivery organisations.

For more information, or to share a similar project with the Connected Homes Innovation Hub, use the contact page.