Heating Engineer Support Frequently Asked Questions Grant UK

General

G1 is Grant UK's Installer Scheme. Heating engineers can become a G1 accredited installer in one or more of Grant’s product ranges, but each requires a specific set of requirements to be met before being accredited in that technology. For further information, please visit the G1 Scheme pages on our website or contact the G1 Team by emailing: G1@grantuk.com.

Due to data protection regulations, we are unable to share an installer's details without their written consent. If you wish your details to be visible, please contact G1@grantuk.com.

Becoming a heating engineer requires in depth training, involving industry qualifications and product training. OFTEC, Gasafe and MCS are just three heating engineer qualifications that are widely recognised in the sector. Completing manufacturer’s product training is also very important, especially when you are intending to install an unfamiliar product like an air source heat pump for example. Grant UK’s Training Academy provide training and assessment for heating professionals include OFTEC qualifications, LOGIC training and product courses.

Our brochures and manuals are available to download as PDFs on our website (click here). If you require hard copies, please email info@grantuk.com. Also available for mobiles and tablets is the Grant TechBox app, where all of Grant's current and historic product manuals are freely accessible. This app works in both online and offline mode (for times when there is no internet signal), so you’re never without the information you need.

We consider and respond to all complaints and issues, no matter how they are raised or what they refer to. We take every opportunity to resolve complaints at the first point of contact where possible. To make a complaint, please use the contact forms on this site, or alternatively email: info@grantuk.com

Installers who join Grant UK’s G1 Scheme can activate extended guarantees on the Grant products that they install. For example, G1 Installers can activate product guarantees of up to ten years (subject to Terms and Conditions), compared to the standard two year guarantee available on Grant products when installed by a non-G1 installer.

No, the G1 Scheme is open to installers of all of Grant’s products. The Scheme encompasses oil boilers, all of Grant’s renewable technologies and their heat emitter range as well.

The G1 Portal (www.g1.grantuk.com) is an online platform which is exclusively accessible to G1 Scheme members. Via the Portal, G1 Installers can register their installations, access useful downloads and order marketing materials and branded items via the G1 Shop.

G1 Click is a product registration app exclusively accessible to G1 Scheme members. This app syncs with the Portal so that G1 installers can be sure that both platforms have their latest account information. Compatible with iOS and Android devices, G1 Click is a handy tool for Scheme members to have on their phones.

Click here for download options.

In simple terms, a warranty is like an insurance policy in which parts of the product bought can be insured through repair or replacement. It may also be seen as a written guarantee where a company provides assurance to another party of specific facts, conditions and remedy. This means that if a fact is not met by the product or service, it allows the consumer to receive a remedy, in most cases, free repair or product replacement. However, a warranty can and may have an expiration date and may not be applicable to all products and services.

Guarantee on the other hand, is a legal term that is of higher import than warranty. It is generally a promise or an assurance that attests to the quality and/or durability of a product or service. It may also be seen as a pledge where a product will perform in a specified manner. A guarantee is usually free and is legally binding. Also, it will take effect whether or not you have a warranty. In other words, a guarantee is separate from a warranty that’s provided by a service provider, manufacturer or other third parties.

Through the G-CERT Scheme, Grant UK certified renewable installations for MCS accreditation on behalf of the installer. Please note, the G-Cert Scheme is now closed to new Sub-Contractor applications and closed to new job requests.

Oil Boilers

The award winning Vortex boiler was launched in 2002. In the subsequent years that followed there was a customer demand for a competitively priced ‘A’ rated boiler, so the R&D Team at Grant devised the Eco range to meet this growing demand. The Vortex Pro has a larger heat exchanger area and more case insulation which gives it a slightly higher efficiency than the equivalent Eco model output.

No, condensing oil boilers can only run on kerosene.

Seasonal Efficiency is the average annual efficiency achieved in typical domestic situations, and is confirmed by independent testing bodies. These figures are verified on www.ncm-pcdb.org.uk. A simplified explanation of Seasonal Efficiency is that this is the average efficiency of the boiler over a year, taking into account climate, housing conditions, occupancy patterns, and controls. Combustion Efficiency is defined as the amount of heat released during combustion over the heating value of the fuel burned. This is usually shown as the net efficiency on a digital flue gas analyser, and may be higher or lower than the Seasonal Efficiency, depending on the time of year and the heat load.

Yes, providing the system is cleansed thoroughly and updated to fully pumped operation (not gravity hot water).

Yes. Effective from 15th June 2022, if you are installing a new gas or oil boiler, you will be required to carry out a full room by room heat loss calculation before completing the installation. The aim of this process is to encourage correctly sized heating systems to be installed as the Part L Building Regulations state that systems should not be significantly oversized.

Regarding an “app” or WiFi controlled systems. As with most of these systems we advise to contact the manufacturer to ascertain whether the “base station” can generate a 240v signal. Our boilers require this signal, from the room ‘stat via a zone valve, in order to energise. If your unit can produce this signal voltage then, in theory, the boiler should function.

If the system has an “open therm” configuration then this is only for modulating boilers, Grant boilers are range-rated and do not modulate. If the configuration can be changed to an “on/off” format then this, again in theory, should work

Yes, although we recommend the return temperature remains above 40°C. However, it is more usual to connect underfloor heating via a system of mixing valves or even a separate calorifier so that radiators which are normally heated to a higher temperature can be served as well. In order for the boiler to remain under guarantee, we stipulate it must be serviced every twelve months. Any work undertaken must be carried out by a competent service engineer.

No. Your existing flue system should be replaced when a new boiler is fitted.

On both the Pro and Eco range the secondary heat exchangers are made of stainless steel and the turbulators are made of 1.5mm aluminium however depending on the output and model of the boiler, the amount and the length of turbulators differ. For further information, please refer to the manual or contact technical directly on 01380 736920

As in the summer season, when heating is not required, simply switch your controller’s heating demand regulator to the “off” position so the boiler will only energise for DHW demand.

With Grant external units, a frost thermostat is already factory fitted to protect the boiler.

However, should you install an internal boiler in a remote setting i.e. a garage etc, then a frost ‘stat MUST be fitted. In both cases a boiler return ‘stat would be a good idea to install. This controls the return water temperature and turns off the boiler earlier than the normal ‘stats which sense air temperature. This will reduce oil wastage and energy.

Yes, two or more can be linked using a header system via a common flow and return. On the return pipes to the boilers a Non-Return Valve must be fitted to prevent any back feed. Two to four boilers can be controlled by the Grant264 Boiler Sequencer.

A Grant Boiler cannot be installed directly onto a one pipe system as the return water temperature will be too low, this will cause internal condensing which will corrode the primary heat-exchanger. This return water must be above 40°C

The only way to establish a boiler into this type of system is by installing a plate heat-exchanger between boiler and pipework or supplying the circuit through a low-loss header arrangement.

This ensures the boilers are separated and will have “back-end” protection and, more importantly, the installation will be covered by the guarantee.

It is mandatory to power flush a system in order to fulfil Grant UK's guarantee.

However, if the system is old a power flush may cause undue pressure on the aging pipework, radiators valves etc. In these cases, the circuits should be chemically cleaned to assure the components are free of debris and system scale etc. and will not affect the new boiler.

All Grant Vortex floor standing oil boilers are biofuel compatible (depending on type of biofuel and % blend, for example: HVO or FAME). Biofuels are a renewable energy source, created from organic matter or waste. It will likely play an important role in reducing carbon dioxide emissions in the future. As biofuels emit less carbon dioxide than conventional fuels they can be blended with existing fuels, or used as 100% sustainable fuels, as an effective way of lowering carbon emissions.

Oil Boiler Flues

To read more about the complete range of flue systems available in the Grant EZ-FIT Flue range, please visit www.grantuk.com/professional/products/flues.

Part J Building Regulations do not have any specific rulings relating to this. Installers should check with their local authority.

We do not supply 90° bends in our flue systems, only in a starter kit. If it is absolutely necessary, then a “long turn” 90° bend may be constructed horizontally i.e. by connecting two 45° bends together.

It is not possible to extend the “White” Vertical Balanced Flue above the roof as the sections are not weatherproof and are designed purely for internal use.

The flex-liner MUST be fitted vertically into the adaptor. Any deviation from the upright may allow condensate leaks through the liner.

There are hybrid kits in our flue guide, to allow horizontal or vertical extensions from an external boiler.

It is not possible to fit a vertical balance flue inside a chimney. The chimney is open to the elements and the “White” system is not weatherproofed.

It is possible to run horizontally as well as vertically. The total length must not exceed ten metres.

The plume diverter cannot be fitted horizontally. There are extra sections available, which include 45 bends, allowing the diverter to be angled but only at 45°. These bends can be used to install the diverter around soffits etc. The maximum height can be six metres but deduct 0.5 metres for every 45° bend used.

OFTEC regulations do not allow any 90° bends. The reason is that it will cause restriction in natural draught flues.

The flues are suitable for rear, side and top exits.

Air Source Heat Pumps

During winter months when it is particularly cold, condensation can form and freeze on the finned evaporator coil of the unit. It is a normal occurrence and the heat pump is designed to cope with this. The control system will detect when the coil has iced up and will automatically enter a ‘defrost’ cycle. During this short ‘defrost’ period the fan will stop and the heat pump will cease supplying heat to the heating system in order to melt the ice. On completion the fan and heat pump will automatically restart and resume supplying heat to the heating system. This will not adversely affect the building temperature.

Yes, all models within the Grant Aerona³ range are MCS approved.

All of the Grant Aerona³ R32 air source heat pumps have been approved by CEN KEYMARK, an independent European certification mark for all heat pumps, combination heat pumps and hot water heaters.

Normal domestic heating controls, such as a 2-channel programmer, room thermostat and cylinder thermostat are suitable for use with Grant air source heat pumps.

Yes, air source heat pumps can be installed with radiators but the radiators must be correctly sized for the lower water flow temperature. It is important that the system is designed correctly and you can speak to your installer or a member of our Design Team to discuss this further.

When installing an air source heat pump, a hot water cylinder that is compatible with heat pumps must be selected and, more often than not, an existing cylinder will not be suitable.

Grant’s latest generation of air source heat pumps uses R32 refrigerant which has a GWP which is considerably lower than other typical heat pump refrigerants such as R410. In addition to having a lower GWP figure of 675, R32 is a single-component refrigerant which means it has no temperature glide. Refrigerant blends that have two or more components exhibit temperature glide but as R32 only has one molecule in its formation, its saturated liquid and vapor temperatures are the same. By removing the risk for the refrigerant to suffer from glide, the system can recharge and recycle with greater ease, making it more efficient.

Grant air source heat pumps feature an in-built 'Defrost' function which automatically operates to assist the heat pump when external temperatures drop below 0˚C. In brief, the defrost cycle reverses the heat pump's operation to direct hot refrigerant vapour back into the ice covered evaporator causing any ice to melt.

Use a dedicated power supply with a correctly sized circuit breaker. The final power supply connection must be made from a weatherproof lockable isolator located outside the building. The cable should be either armoured or run in a flexible conduit between the isolator and heat pump.

Unit Power Supply Cable (mm²) Breaker Type and Capacity

HPID6R32 4.0 - 2.5 16Amp Class C

HPID10R32 4.0 - 2.5 20Amp Class C

HPID13R32 6.0 - 4.0 32Amp Class C

HPID17R32 6.0 - 4.0 32Amp Class C

Should the installer wish to extend the control cable from controller to unit, then they can use standard CAT 5 cable.

The Grant Combined Volumiser/Low Loss Header is designed for installation with the Aerona³ air source heat pump, and it serves as a volumiser and hydraulic separator.

The Aerona³ 6kW (HPID6R32), 10kW (HPID10R32) and 13kW (HPID13R32) air source heat pumps are Connect & Notify approved which means they can be installed and connected to the Grid without prior approval from the DNO which makes their installation even more straightforward.

Hybrid

The control system on the hybrid unit monitors the ambient (outside) air temperature and allows only the heat pump to operate when the air temperature is high enough for it to meet the heat demand of the building on its own. At lower ambient air temperatures the boiler will operate alongside the heat pump, providing a boost to the flow temperature. When the ambient air temperature falls lower still, the boiler is operated at its full output at a higher flow temperature to enable the hybrid unit to meet the higher heating demand of the building.

A hybrid unit enables the optimum use of both an inverter driven air source heat pump and a highly efficient condensing oil boiler, throughout the year, as the ambient air temperature (and consequently the heat demand of the building) changes, thus providing the most efficient use of both the renewable and non-renewable energy sources.

Heating system radiators in existing properties are usually sized using the higher water flow temperatures produced from a boiler and so, to meet the same heat demand using the lower flow temperatures produced by a heat pump, the radiators would normally need to be increased in size. Using a hybrid unit combines the higher flow temperatures produced by a boiler, with the efficient operation of a heat pump, to meet the buildings heat demand throughout the year.

When the weather is warmer, i.e. in the spring and autumn, the heat pump works independently and the existing radiators can meet the heat demand with the lower flow temperature. This allows the very efficient use of electrical energy to drive the heat pump for large periods of the heating season. When the weather gets colder, the boiler operates to provide the additional energy required negating the need to increase radiator sizes.

The boiler is always fitted first and the heating system in the building is connected directly to it, whether or not it is located outside next to the heat pump or indoors. The heat pump is then installed and also connected directly to the boiler.

The VortexAir is designed to be installed outdoors, i.e. both the boiler and heat pump are located next to each other outside the building. However, it is also possible for the boiler to be installed internally with the heat pump still outside. Full details for both types of installation are given in the installation instructions supplied with the unit.

No. The boiler can be installed and, if necessary, operated as a stand-alone unit for an indefinite period until the heat pump can be installed and connected to it. This is particularly useful when an existing boiler has to be replaced in an emergency due to a breakdown. The installation of the heat pump can follow at a later date when convenient.

The boiler used in the Grant VortexAir Hybrid is the latest in a family of high efficiency condensing oil boilers. In particular, the NOx level in the flue gases are such that the boilers will meet emissions the lower limits introduced in 2018.

The VortexAir Hybrid uses the Grant low level balanced flue system (or Yellow system) irrespective of whether the boiler part is located inside or outside the building. In the case of it being located indoors, the flue system exits at the rear of the unit and passes through the external wall of the building. If the boiler is outside it is fitted through the right hand side of the unit, above the boiler access door. The hybrid unit must be located such that the flue terminal clearance requirements of BS5410-1:2014 are complied with.

No. As not all installations will require a heat meter and electricity meter, the Grant VortexAir Hybrid is supplied without any meters fitted. However, in accordance with MCS metering requirements, the Grant VortexAir Hybrid is supplied ‘meter ready’ to allow both the heat meter and electricity meter to be easily fitted if required. The heat meter and electricity meter are available as accessories from Grant.

As with Grant Vortex boilers, the VortexAir Hybrid is only suitable for use with standard kerosene (Class C2 to BS2869). Gas oil (Class D to BS2869) must not be used with the hybrid boiler.

Solar Thermal Systems

A Solar PV system uses panels (usually called ‘modules’) that generate electricity in the presence of sunlight. The amount of electricity produced depends on the intensity of the sunlight. Solar thermal, on the other hand, uses sunlight to heat a fluid. In the case of Grant solar collectors, it heats a glycol/water solution within the collector. This heated fluid is then circulated from the collector to a cylinder where the heat is transferred to produce hot water.

The installation of the Grant Solar Thermal system must be carried out by a competent trained person in accordance with the relevant requirements for health and safety, local building regulations, building standards in Scotland and regulations and bylaws of the local water company.

In most instances, the installation of a solar thermal system does not require planning permission.

Many people believe that solar collectors only work in the summer, however this type of free energy is available throughout the year. From May to September, solar thermal could produce 100% of the energy required for heating your domestic water. Grant collectors operate not just with direct sunlight, but also diffused sunlight, so they even work on cloudy days.

For installations in the UK, solar thermal collectors will perform best when facing due south at an angle of between 30 - 45°. However, collectors facing south west or south east will perform almost as well. Failing that a collectors facing due west will perform better than those facing due east. North facing solar thermal collectors are not usually used.

Grant solar thermal collectors can be fitted on many different types of roof, both flat and pitched. Collectors can be mounted either just above the roof covering or set into the roof, as required.

No. Grant Solar Thermal systems require only basic maintenance in order to ensure that they continue to give trouble free operation.

A Grant solar thermal system requires a cylinder with a solar coil. In many cases this will be a ‘twin coil’ cylinder with both a boiler coil and a solar coil. This may well mean that your existing hot water cylinder will have to be replaced by a suitably sized twin coil cylinder to maximise the performance of your solar thermal system.

Yes. Solar Thermal collectors can be used to provide heat for a swimming pool.

No. The solar fluid used in a Grant solar thermal system is a 40% propylene glycol solution. This provides frost protection for the collectors and external pipework down to -25°C.

Underfloor heating

Underfloor heating is not restricted to new build properties, it can be also be installed as a retrofit project into many older properties.

No. UFH can be installed both upstairs and downstairs in a property. Please read more about underfloor heating specifications here.

Grant's underfloor heating systems include, Uflex and Uflex MINI. With a drying time of thirty days, the Uflex underfloor system is best suited to the new build and renovation market, this is so the underfloor system can be fitted as part of the floor construction process. Uflex MINI, however, has a drying time of 3 days. It is suitable for both new builds, as well as retrofits and renovations, when an underfloor heating system is to be fitted in a property with a floor construction already in place. At just 15mm in height, this underfloor system can be installed incredibly quickly and with minimal disruption to a property’s existing floor and door arrangements.

No. The Uflex MINI system is specifically designed to suit retrofits and renovations, when an underfloor heating system is to be fitted in a property with a floor construction already in place. At just 15mm in height, this underfloor system can be installed with minimal disruption to existing floor and door arrangements.

Yes, data suggests that underfloor heating can be 25% cheaper to run than radiators when used in conjunction with a condensing boiler and up to 40% cheaper to run when used with a heat pump (EuRay 2005.)

A zone is an area or a room that is controlled independently via a room thermostat. A house could be split into two zones for example upstairs and downstairs or each room could be classed as a separate zone. Zone control gives you greater control over your heating and ensures each area is at optimum temperature.

Overboarding involves the fitting of an overlay or base layer in between the screed and the floor finish. Some types of underfloor systems, such as electric UFH, require a form of overboarding to be fitted as standard. However, Grant’s Uflex underfloor system does not need overboarding which allows installers to lay the final floor covering directly on top of the dry screed.

The manifold is the system hub for the underfloor. The pipes are connected to it at the installation stage and it then controls the distribution of the water from the heating system's source (boiler/heat pump) throughout the underfloor system. It is at the manifold that the control of the flow to each individual zone or room is achieved.

The manifold should be located in a central point where the pipework is most evenly distributed.

Yes, providing there are no fixings that may damage the pipe, we advise to lay the underfloor across the total floor area as the future layout could be different. We do not recommend the underfloor to be fitted below sanitary items as these are often fixed to the floor and could damage the pipes.

Operating the system with a 'setback' control, maintains the floor at a minimum temperature at all times and avoids the wasteful use of energy to continually reheat the floor from cold.

Upon commissioning a Grant Uflex screeded underfloor heating system connected to a Grant Aerona³ R32 Heat Pump, the initial temperature increase rate of the system should be gradual, so to avoid a situation where the heat pump ices up as a result of trying to heat up the fabric of the underfloor system too quickly.

This can be achieved by first ensuring that the screed has been allowed to dry and cure normally (the underfloor heating must not be used to speed up this process) before initial heating. The initial temperature increase rate of the underfloor system can be controlled to be gradual by setting the thermostatic mixing valve to setting 3 and leaving the system to run for two weeks upon initial start-up. Once the underfloor system has reached operating temperature, the system can be set to operate to the householder’s requirements.

The Grant Overlay Board underfloor heating system uses polystyrene boards which are available either foiled or non-foiled. The foiled boards have a bonded layer of reflective 75micron aluminium foil on the upper surface and they are designed for use with wood laminate or wood panelling floor coverings. The non-foiled overlay boards do not have this aluminium foil covering and they are designed for use with tiles when a tile adhesive is used. Read more about the Grant Overlay Board UFH system.

Yes. Certain types of underfloor heating systems can be installed as “dry systems” which means they do not require a traditional cement screed to be poured over them. The Grant Uflex and Uflex MINI Overlay Board systems are both dry UFH systems which use polystyrene boards with pre-formed grooves for the pipework to be positioned and a suitable floor covering laid on top.

Low profile underfloor heating systems lend themselves well to retrofit installations because systems, such as the Grant Uflex MINI UFH, use self-adhesive panels which can be laid on top of an existing floor, providing it is sound and level, and using a self-levelling compound to create the finished floor surface. Furthermore, low profile UFH systems may not affect existing door and skirting board arrangements. Dry, non-screeded UFH systems are also ideally suited for existing properties as there is no need to dig up existing floors.

Certifications

ISO 14001:2015 sets out the criteria for an environmental management system and can be certified to. It maps out a framework that a company or organization can follow to set up an effective environmental management system. It can be used by any organization regardless of its activity or sector. Using ISO 14001:2015 can provide assurance to company management and employees as well as external stakeholders that environmental impact is being measured and improved. External audits are completed yearly to ensure the business is maintaining these principles.

This standard is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. Using ISO 9001:2015 helps ensure that customers get consistent, good quality products and services. External audits are completed yearly to ensure the business is maintaining these principles.

In June, Grant UK completed an assessment against the Cyber Essentials Standard which they passed. Having met the requirements of the scheme, Grant UK have been awarded a Certificate of Compliance which acknowledges the strength of the Company’s ICT defence protocols.

The Energy Saving Trust endorsed energy efficient products that met industry agreed standards for energy performance and for over 15 years, all Grant oil boilers were endorsed by the Energy Saving Trust. Please be advised that the Energy Saving Trust's product endorsement scheme closed on 1st March 2022.

The Microgeneration Certification Scheme is a government driven scheme to promote renewable technologies. It is an internationally recognised quality assurance scheme which demonstrates the quality and reliability of Approved Products by satisfying rigorous and tested standards. MCS is linked to the Governments’s finance schemes and incentives. If you wish to take advantage of these schemes, an MCS approved product must be used. For further information visit https://mcscertified.com/

Any water fitting, which when installed, will carry or receive water from the public mains water supply in the UK, must comply with the Water Supply (Water Fittings) Regulations or Scottish Byelaws. These require that a water fitting should not cause waste, misuse, undue consumption or contamination of the water supply and must be ‘of an appropriate quality and standard’.

Data Protection

The EU General Data Protection Regulation (“GDPR”) comes into force across the European Union on 25th May 2018 and brings with it the most significant changes to data protection law in two decades. Founded on the basis of privacy by design and taking a risk-based approach, the GDPR has been designed to meet the requirements of the digital age. The 21st Century brings with it broader use of technology, new definitions of what constitutes personal data, and a vast increase in cross-border processing. The new Regulation aims to standardise data protection laws and processing across the EU; affording individuals stronger, more consistent rights to access and control their personal information.

Grant UK is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection. We have always had a robust and effective data protection program in place which complies with existing law and abides by the data protection principles. However, we recognise the requirement and importance of updating and expanding this program to meet the demands of the GDPR and the UK’s Data Protection Bill. Grant UK is dedicated to safeguarding the personal information under our remit and in developing a data protection regime that is effective, fit for purpose and demonstrates an understanding of, and appreciation for the new Regulation.

A Subject Access Request (SAR) is the right of an individual to request any personal data that Grant UK hold on their behalf. This right is a principle of the GDPR, designed to regulate the processing of information from which a natural living person can be identified either from the information itself or when combined with other data. We are committed to upholding the rights of individuals and have dedicated processes in place for providing access to personal information. Where requested, we will provide the following information: - • the purposes of the processing • the categories of personal data concerned • the recipient(s) or categories of recipient(s) to whom the personal data have been or will be disclosed • the envisaged period for which the personal data will be stored (or the criteria used to determine that period) • where the personal data was not collected directly from the individual, any available information as to its source

A subject access request (SAR) is a request for access to the personal information that the Company holds about you, which we are required to provide under the GDPR (unless an exemption applies). The request doesn't have to specify it's a SAR or refer to the GDPR; it can be a general request for personal information. You can make this request in writing to our registered office address: FAO The Data Protection Manager, (GDPR Governance Group), Grant Engineering (UK) Ltd, Hopton House, Hopton Industrial Estate, Devizes, Wiltshire, SN10 2EU. Or, you can submit your access request electronically by email to info@grantuk.com. Where a request is received by electronic means, we will provide the requested information in a commonly used electronic form (unless otherwise requested by the data subject).

Subject Access Requests (SAR) are passed to the Company’s Data Protection Governance Group as soon as received and a record of the request is made. The person in charge (Our Data Protection Manager) will use all reasonable measures to verify the identity of the individual making the access request, especially where the request is made using online services. We will utilise the request information to ensure that we can verify your identity and where we are unable to do so, we may contact you for further information, or ask you to provide evidence of your identity prior to actioning any request. This is to protect your information and rights. If a third party, relative or representative is requesting the information on your behalf, we will verify their authority to act for you and again, may contact you to confirm their identity and gain your authorisation prior to actioning the any request. Information Gathering If you have provided enough information in your SAR to collate the personal information held about you, we will gather all documents relating to you and ensure that the information required is provided in an acceptable format. If we do not have enough information to locate your records, we may contact you for further details. This will be done as soon as possible and within the timeframes set out below. Once we have collated all the personal information held about you, we will send this to you in writing (or in a commonly used electronic form if requested). The information will be in a concise, transparent, intelligible and easily accessible format, using clear and plain language.

SARs are always completed within 30-days and are provided free of charge. Where the request is made by electronic means, we provide the information in a commonly used electronic format, unless an alternative format is requested. Whilst we provide the information requested without a fee, further copies requested by the individual may incur a charge to cover our administrative costs. The Company always aim to provide the requested information at the earliest convenience, but at a maximum, 30 days from the date the request is received. However, where the retrieval or provision of information is particularly complex or is subject to a valid delay, the period may be extended by two further months. If this is the case, we will write to you within 30 days and keep you informed of the delay and provide the reasons.

Under the GDPR, you have the right to request rectification of any inaccurate data held by us. Where we are notified of inaccurate data, and agree that the data is incorrect, we will amend the details immediately as directed by you and make a note on the system (or record) of the change and reason(s). We will rectify any errors within 30-days and inform you in writing of the correction and where applicable, provide the details of any third-party to whom the data has been disclosed. If for any reason, we are unable to act in response to a request for rectification and/or data completion, we will always provide a written explanation to you and inform you of your right to complain to the Supervisory Authority and to seek a judicial remedy. In certain circumstances, you may also have the right to request from the Company, the erasure of personal data or to restrict the processing of personal data where it concerns your personal information; as well as the right to object to such processing.

If you would like further details on the Regulation or are unhappy with the way your data has been handled, please contact the Supervisory Authority - The Information Commissioner’s Office (ICO). They can be contacted at: - Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113 (local) / 01625 545 745 (national). Fax: 01625 524 510. Email: enquiries@ico.org.uk Web: www.ico.org.uk

Every individual has the right to lodge a complaint with the supervisory authority - the Information Commissioner’s Office (ICO), where they consider that the processing of personal data relating to them infringes the General Data Protection Regulation (GDPR) or we have breaches data protection law. The ICO with which the complaint has been lodged, is responsible for informing the complainant on the progress and the outcome of the complaint, including the possibility of a judicial remedy where the supervisory authority does not handle a complaint or does not inform the data subject within three months on the progress or outcome of the complaint lodged. The ICO can be contacted at: - Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113 (local) / 01625 545 745 (national). Fax: 01625 524 510. Email: enquiries@ico.org.uk Web: www.ico.org.uk

eLearning Academy

The link for the Grant eLearning Academy is www.grantelearning.com.

In order to access the eLearning Academy and the online courses, users must first create an account. This is a really quick process that takes less than five minutes to complete. You will need an enrolment key (please use GUKWEB0820), your company details, and you will also need to confirm your password for your account. Once you have successfully set up your account, you can start viewing the courses.

During the sign-up process, you will be prompted to enter an enrolment key which is a unique code. You will need this to hand when creating your account so please use enrolment key GUKWEB0820.

The eLearning Academy is open to heating engineers, installers and other professionals within the heating sector of all abilities. The courses vary in content so candidates can enrol onto and complete the training which best suits their requirements.

Renewable product training, from air source heat pumps and hybrids through to cylinders and heat emitters, are available on the eLearning Academy, covering topics from system design and product sizing through to heat emitter sizing and much more. Industry topics are also available including Building Regulations and HVO biofuels. Grant UK’s Training Team continuously add to the content on the eLearning Academy so candidates can return to the platform at any time to refresh their learning or expand it further into new areas.

There are a variety of courses available on the eLearning Academy including on-demand courses which can be completed at anytime as well as instructor-led courses which are real-time courses hosted by one of Grant UK’s Trainers.

The instructor-led courses are full one or two day courses (depending on the course level selected) and candidates are required to log on between the hours of 8.30am through to 5pm (approximately) on the day(s) of their course.

On-demand courses are split into modules and sessions which vary in running time – the Advance Installer courses are approximately 7½ hours in duration (excluding assessment) and the Installer courses are approximately 5½ hours in duration (excluding assessment). On-demand courses can be completed in multiple sittings and candidates can pause and resume courses at any time.

There is a charge for the instructor-led courses and some of the on-demand courses so please log onto the eLearning Academy for further information about the prices. Free training content is also accessible on the eLearning Academy with a selection of courses available for candidates to complete which do not have a charge.

There is no waiting list for the on-demand courses as candidates can self-enrol and start these courses straightaway. With instructor-led courses, these are subject to availability so candidates must book their place in advance of the course.

To complete an on-demand course, simply log onto the eLearning Academy with your username/email and password, browse the course catalogue and select your chosen course. For free courses click ‘enrol’ and for chargeable courses click the price shown and follow the steps to checkout by credit/debit card. Once the transaction is complete, the purchased course will automatically show in the ‘My Courses’ section ready to be accessed.

Once you have logged onto the eLearning Academy and found your preferred ILC date(s), you need to book and pay for a space on the course by clicking on the button showing the price. Once your place on the ILC is confirmed, you simply need to log onto the eLearning Academy on the day(s) of your course, go to the ‘My Courses’ section where you will see your course and a Zoom Meeting link. You can also follow the Zoom Meeting link that is shared in your booking confirmation email too. We advise you to use a laptop rather than a mobile or tablet for the best experience during our ILC courses.

After completing a course on the Grant eLearning Academy, you will not receive a qualification but, depending on the level of training completed, the course could contribute towards G1 Installer Scheme accreditation or, with the CPD training for example, count towards personal development training hours.

Upon the successful completion of a course, the eLearning Academy will automatically issue a certificate as a record and evidence of the training completed. This certificate will not be emailed but it will be available to download in the ‘Transcripts’ section within your eLearning account.

Similar to the groups at courses held at Grant’s Training centres, each instructor-led course will be open to small numbers to enhance the learning experience for all. Up to 10 candidates can sit on an instructor-led course.

No, only some of the courses involve an assessment. For example, the Grant Air Source Heat Pump Installer training courses do require candidates to successfully complete the online assessment. If a course does involve an assessment, this is clearly mentioned in the course description prior to enrolment.

In order to participate in the online courses, candidates will need access to a computer or tablet with an internet connection. High speed broadband or sufficient 4G/5G mobile broadband is highly recommended for an optimal learning experience. For instructor-led courses (ILC), candidates will also need a working webcam, working speakers or headphones, and a working microphone.

Prior to an ILC, the Zoom app will need to be installed on your computer or mobile device – you can download Zoom and join a test meeting by following the link here: https://zoom.us/test. For users with a PC, Windows 10 is the compatible operating system for Zoom, and Firefox, Chrome and Microsoft Edge are compatible web browsers. For users with a Mac, OS X is the compatible operating system for Zoom, and Firefox, Chrome and Safari are compatible web browsers.

Should you experience a problem while using the eLearning Academy, please contact Grant UK’s Training Team on 01380 736920 or via email training@grantuk.com.

Biomass Boilers

Grant UK no longer supply new biomass boilers and ancillary products to the mainland UK market (including England, Scotland, Wales, Isle of Man and Channel Islands).

Grant UK supply the full complement of spares to support Grant biomass installations in the field – please visit www.grantuk.com/spares for further details.

Technical support for all Grant biomass installations that are under warranty is available, subject to the Terms and Conditions of the product's guarantee and subject to the product being correctly registered with Grant UK. Please call 01380 736920 to speak to a member of Grant UK’s Technical Team with the biomass boiler’s serial number and installation address details to hand.

Fan Convectors

Grant UK no longer supply the Solo Fan Convector range to the mainland UK market (including England, Scotland, Wales, Isle of Man and Channel Islands).

Technical support for Grant Solo Fan Convector installations that are under warranty is available, subject to the Terms and Conditions of the product's guarantee and subject to the product being correctly registered with Grant UK. Please call 01380 736920 to speak to a member of Grant UK’s Technical Team with the installation address details to hand.

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