It’s not uncommon for us to receive a call shortly after a hot water system installation — especially when a customer notices water around the unit. At Plumbdog, we always take those calls seriously and act quickly to investigate.
In this case, James returned to a Perth home where our team had recently installed a heat pump hot water system. The customer had reported:
- Concerns that the system may not have been installed level
- Water pooling around the base of the unit
🔧 Step 1: Inspecting the Hot Water System Installation
The heat pump system was originally quoted by James and installed by Chris, one of our Plumbdog pups, under supervision. On reinspection, James found that:
- The unit was firmly secured and correctly positioned
- It was level and neatly installed
- The installation followed all manufacturer and plumbing code requirements
💬 “It’s important to check the install with fresh eyes — and it’s just as important to reassure the customer when everything looks spot on.”
💧 Step 2: Investigating the Source of the Water
Next, James turned his attention to the reported leak. What initially looked like water escaping from the system turned out to be:
- A below-ground leak from a deteriorated copper pipe
- Located just beside the hot water system, inside the customer’s reticulation box
These types of leaks are often mistaken for an issue with a newly installed system — especially when they show up in the same area.
📞 Communicating with the Customer
James made every effort to explain the findings to the customer, including:
- The difference between the system’s installation and the unrelated underground leak
- Offering a quote for a proper repair of the copper pipe
- Providing clarity around how these things can happen, especially in older homes or with ageing plumbing
While the customer chose not to proceed with the repair through us, our approach stayed the same: assess thoroughly, explain clearly, and offer a solution.
🧠 What You Can Learn from This Job
- Not all water around your system means a faulty install — it could be an existing issue nearby
- Heat pump systems are highly efficient and reliable when installed correctly
- Professional inspections include checking all surrounding plumbing, not just the unit
- Customer presence during install can be helpful, but clear post-install communication is just as important
📺 Watch the Video
Join James on site as he walks through the system check, investigates the nearby leak, and explains the entire situation clearly and professionally:
🐾 Need Help With a Hot Water System or Suspected Leak?
Whether it’s a new install, a leaking pipe, or just something that doesn’t feel quite right — we’re here to help.
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