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The basics (price, brand, warranty) are covered above. These are the items most buyers forget — and the ones that cause regret a year in.
Not a single £ figure on a card. The quote should break down the unit, the fitting kit, the labour, and any optional service plan separately. This is the only way to compare two quotes fairly — and the only protection if the installer tries to add extras on the day.
Every brand has rules. Kinetico requires Authorised Dealer installation. Harvey requires the right salt format. Read the warranty conditions before you sign — not after a fault. Keep the commissioning certificate alongside your boiler paperwork.
Walk through the install location with the installer, not just on the phone. Measure for door clearance for delivery. Check there is a drain within reach. Decide whether you can carry salt to the spot — this matters for the next 15 years, not just on day one.
Block or tablet? How many kg per month for your household size? Where do you buy it — from the installer, a wholesaler, or online? Salt costs over 15 years can match or exceed the unit price. Build it into your total-cost thinking.
Most warranties cover parts but not labour. Ask: what is the call-out fee? Is the first year free? What if the unit needs a part under warranty — do I still pay the engineer's time? Surprise call-out bills are the number-one source of post-purchase complaints.
Aggressive same-day-only discounts. Vague answers on warranty conditions. No mention of a written quote. Reluctance to leave you with paperwork to read before deciding. A good installer welcomes a second quote — a bad one pressures you against it.
One final tip: ask for the installer's most recent customer references — not the testimonials on their website, but two or three real customers from the last six months you can phone. A confident installer will hand them over. A reluctant one tells you everything you need to know.
See also: vetted UK installers · warranty guide · all UK softener prices
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What people ask before committing.
Always try to compare where possible. The number of quotes you receive depends on installer coverage in your postcode area. Even one detailed quote gives you a baseline to evaluate.
Ask about warranty terms, what salt they recommend, whether annual servicing is included or extra, and how long the install will take. A good installer will explain everything without being asked.
Some installers have flexibility, especially if you are comparing against a written quote from a competitor. The install fee is more negotiable than the unit price, which is set by the manufacturer.
Same-day-only discounts that expire if you do not sign on the doorstep. Vague answers about what voids the warranty. Reluctance to provide a written itemised quote. A good installer welcomes you getting a second opinion — a bad one pressures you against it.
Yes — ideally two or three real customers from the last six months you can actually phone, not just testimonials on a website. A confident installer will hand them over. Reluctance is a useful signal.
Often not. Most warranties cover parts but not labour, so you typically pay a £60–£90 call-out fee even when the underlying fault is covered. Confirm this in writing before you buy — it is the most common source of post-purchase surprise.
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