Photos are the evidence that the product on the register is the product on the wall. They are also the item that cannot be recreated once you leave site. Here is the set that works for heat pump hot water, with serial numbers as their own section because that is where most claims fail.
The photo set
- The installed unit in full view, showing the surrounding area, so the reviewer can see it is a real installation.
- The data plate, with model and rating legible.
- The serial number close-up, every character readable.
- The tank and outdoor unit together on split systems, and each one individually.
- The install location, so the address and context are clear.
- Safety and tempering valves, where visible.
- The isolator or electrical connection, where applicable.
- The old system, with its data plate, before removal on replacement jobs.
Photos should be in focus, uncropped and carry date metadata. Our photo requirements checklist and the hot water checklist cover the quality rules.
Serial numbers
The serial ties the physical unit to the claim. Three habits prevent trouble.
- Photograph the label before the unit is wedged into place. Labels often end up facing a wall.
- Type the serial from the photo, not from the delivery docket. Dockets carry typos and box labels sometimes differ from unit labels.
- Check the serial format against the model. A prefix that does not suit the brand is a red flag to a reviewer.
If the serial in your record differs from the photo by a single character, expect a query.
Why the old unit matters
On replacement jobs, evidence that something was removed supports the installation type. Without it, the claim can be treated as a new or additional installation with different rules. See installation type guide.
From the desk: put the photos into a folder named with the address and serial straight away. When a trader asks for a missing shot three weeks later, you will find it in seconds, or know it does not exist.
Common photo rejections
- Photo of the carton, not the installed unit
- Serial unreadable
- Outdoor unit missing on a split system
- No evidence of the old system
- Date metadata inconsistent with the invoice
What this means for installers
A two-minute photo routine saves days of resubmission. A trader whose compliance desk reviews photos before lodgement can flag the gaps while you are still within reach of the customer’s property. See how it works, pricing, top rejection reasons and the hot water STC pillar.
Taking photos on a roof or in a tight cupboard
Heat pumps often sit in awkward spots. Use a torch for dark side passages and take a wide shot first, then close-ups. If a label faces a wall, photograph it before final positioning or use a mirror to read it. Check each image on the spot, because a photo you cannot read on the phone will not be readable to a reviewer.