NCC South East Ltd

Please be factual; we are the 2nd company you have had a protracted engagement with for underfloor heating (UFH). We installed UFH across 4, not 3, levels on various floor finishes, tiling, wooden and solid screed. January 2023, a site visit with the UFH manufacturer, who conducted a full inspection, confirmed the correct installation and the product used IS suitable for ALL floor finishes. Our response remains the same to your subsequent complaint letter, 21/01/2023. Our quote states the UFH products' including cement boards. Installation of your flooring used the wrong method, a floating floor with an air gap, not the flooring manufacturer's recommendation. We agree with you, a self-levelling compound or screed should be used for flooring installation. Dennebos also states the UFH must have been operable at normal capacity for at least 10 days or 14 days at 2/3 of its capacity. Yet, your flooring was laid before the UFH system was brought up to temperature, tested and floor probes fitted. The flooring manufacturer advises that suitable thermal barriers are needed for floor fitting in concentrated pipe areas. We also rectified the UFH pipes that someone cut through while new fitting new stairs. We have NOT gone, responding to your >100 emails, WhatsApp, phone calls, reviews and complaints, & now GDPR Subject Access Request. Neither the UFH manufacturer nor we are at fault; with the correct flooring installation, you will benefit from an efficient heating system.