Joule UK Avis 

I cannot recommend the customer service of Joule enough. After a failure of a hot water cylinder the team was responsive to the request for replacement under warranty. They were patient and understanding as I tried to source a plumber which took longer than I anticipated, and continued to remain in touch over this extended period. Delivery and collection was handled through the Joule offices at no extra cost to me. After investigation of the returned (failed) cylinder, my initial outlay for the replacement cylinder was refunded. Once again I cannot thank the team enough. Particular mention should be made to Izzy, Carlie and Krissy.

Carlie Dermot and Krissy both very helpful, going the extra mile for myself, quick and efficient service

Problem fixed in a day thanks to quick response by JouleUK and supply of part under Warranty. Thanks also to very efficient and kind engineer Alan Foss who attended.

As usual, prompt, competent and excellent service.

Kristina in Customer services dealt with my enquiry from start to finish and was very helpful every step of the way.

I always find Joule really easy to deal with. Everyone in the team is helpful, knowledgeable and quick to come back to us when we need anything. Delivery times are excellent and stock availability is generally really good too.

They’re a great company to work with and make things very straightforward from our side.

This would be the 2nd time I’ve used Joule & they are always helpful & friendly & offer a great service

Krissy at Joule was able to fully answer our queries relating to out position re air source heat pump commissioning, registration and warranty.
She kindly sent details of terms re the extended 5 year warranty period.
This completely allays our concerns.
Great job!

very impressed with there comissioning service very informative

Arranged a warranty referral for a customer (we installed a product for) and they were helpful, arrival on time and resolve the issue.

prompt response, legit customer service

Disappointing experience with Joule, although the issue was eventually resolved.

Our Joule hot water cylinder, installed in 2023, developed an internal leak and was confirmed to have failed due to a suspected manufacturing defect. To Joule’s credit, their customer service team were generally polite and responsive, and they did eventually arrange a replacement cylinder under the 25-year manufacturing warranty. The £300 deposit process was also refunded once the faulty unit had been inspected.

However, the overall experience was frustrating. Despite the cylinder failing after only around three years, we were left responsible for the full cost of removing the failed unit and installing the replacement, which was approximately £450. While I understand the labour warranty period had expired, this was not a failure caused by installation, servicing, or misuse — it was a manufacturing defect with the cylinder itself.

I feel a manufacturer should show more goodwill in circumstances where a relatively new product has failed and the customer has incurred significant costs due to a defect. The warranty process also involved a lot of back-and-forth, providing extensive evidence, arranging deposits, and waiting for inspection before the matter could be concluded.

Ultimately, Joule did provide a replacement cylinder, and the staff I dealt with were helpful, but the lack of any contribution towards the costs caused by a premature product failure has left me disappointed. A more customer-focused approach would have resulted in a much higher rating.

I’ve brought many cylinders from joule over the years and I’m always happy with their service. The customer service from joule is exceptional and always get back to me quickly. Great company

system developed a fault while on holiday got in touch with them phone calls and e mails nothing to much trouble. they came out repaired ,new board fitted, all up and running . the entire system was explained to me by their brilliant fitter plus some short cuts couldnt fault them

Working with the Joule team is always so easy. Krissy and the rest of the team are fantastic, whether responding by phone or email.

I regularly complete unvented-cylinder warranty registrations as part of our air-source heat pump installations, and the process is extremely efficient. We usually receive the warranty certificates immediately or on the same day, which is hugely helpful and allows us to send complete handover packs to our clients promptly.

Thank you, Krissy and the Joule team, for your continued support and excellent service.

Quick, efficient service and product delivered next day.
I purchased the Joules Warmwell coat in green which is so well made, but unfortunately it was huge. I have reordered a size smaller in brown as green now sold out, so fingers crossed. A great purchase in the sale too.

Question
Are Joule UK intending to compensate house holders and developers for the misleading information of the Joule Kodiak system?

Firstly the larger Samsung heat pumps (16kw) cannot reach flow rates required to achieve the economies quoted.
So in effect are no where near as efficient as their figures would have you believe!! This is misleading and could even be deemed.... Miss-selling.

Secondly all sales of Joule Kodiak systems prior to mid 2024 were sold without the requirement of a minimum water volume. This was only later sneaked in to the installation manual.
How many customers out there have suffered in winter months with no heating whilst Joule UK denied any responsibility even though they were fully aware of the problems, but refused to admit it due to the anticipated cost to themselves.

I am currently in the midst of a house extension which required our water cylinder being moved. Unfortunately during its move a small dial came of and got lost. I tried all our local suppliers and online but was unable to find the part. The team at Joules customer service have been amazing and after a couple of emails with photos of the part I have been informed a new part is on its way. Extremely grateful and satisfied customer, well done Joules customer service 5☆

Being very quick to respond, and dealt with the issue very well. Krissy was very helpful and the customer care was great.

Fantastic customer service, particularly from Izabella. The install and commissioning was not without its problems, but the team helped us through with any issues to get the end result we all strived for. Thankyou