Frequently Asked Questions
Check your spam or junk folder first. If you still can't find it, please contact hello@dwellow.co.uk, and we'll resend the link.
Your portal provides updates on your installation progress, scheduled appointments, documentation, and payment information.
Yes, you can forward the email we sent you to someone else. They will be able to access your portal whilst the link is live. If the link expires before they click on it you'll need to request a new link. This is to keep your information secure.
We prioritise your security and comply fully with GDPR regulations. Your data is securely stored and accessed via the secure link we email to you only.
We accept debit cards, credit cards and pay-by-bank via our secure checkout (powered by Stripe). You can also send your payment directly to us via bank transfer. Contact us for our banking details.
A home survey helps us accurately assess your property's specific needs, ensuring the installation is efficient, effective, and tailored specifically for your home. During the home survey we'll measure all of your rooms, take a set of photos and a video walk through. This helps our design teams understand the specific requirements of your installation.
You can schedule your home survey directly through the portal or by contacting your project coordinator.
Typically, a home survey lasts around 1-2 hours, depending on your property size and complexity.
Please ensure access to all areas where equipment may be installed, including lofts, garages, and utility rooms.
After your survey, we'll create the design of your system and your final quote which you'll receive via the portal for your review and approval.
You can request appointment changes by emailing us at the address above or by giving the team a call.
If an issue crops up the best thing to do is give us a call on the details above or send an email and we'll come straight back to you.
Log into your portal anytime to view real-time updates on your project's progress.
All your installation documentation, including warranties and certifications, is available in your portal under the "Handover" section. This section will be available to you once your installation is complete and we have received your final payment.
Contact your dedicated installation manager directly via details provided above or email hello@dwellow.co.uk.
Dwellow is a UK-based, MCS certified, home energy specialist. We've partnered with your installer to ensure your heat pump or renewable energy installation meets all MCS requirements, enables you to access government grants and ensures you have access to the benefits of our Consumer Code membership with HIES.
Your primary point of contact remains your local installer. However, Dwellow supports all MCS compliance aspects including design and quality, ensuring high-quality standards throughout your installation. You can contact the team at hello@dwellow.co.uk
Our partners
dwellow
To help you access the government grants available to support homeowners make the transition to heat pump we work with dwellow, a MCS certified, installer.
Ideal Heating
We proudly install Ideal Heating's range of air source heat pumps. Ideal Heating, founded in 1906, have been innovating for more than a century.