New data, released today by indoor climate specialists, Zehnder Group UK, shows that across a two-year period only 4.7% of its customers that own a mechanical ventilation with heat recovery (MVHR) system ordered replacement filters more than twice, suggesting that only 5% of users are changing filters at least once a year. 

Industry recommendations advise filter changes at a minimum of every six months – more if living in urban areas with high volumes of pollution. The filters in an MVHR are the first simple step in keeping these systems working effectively – and are the critical defence element in preventing harmful particles from existing in homes. 
 

Tony Rendell, Head of Customer Excellence at Zehnder Group UK says, “a filter change once a year might be OK for people living in rural areas but for those living in highly built-up areas, near a main road or near building sites, the level of harmful pollution is much higher. For them, filters should be checked each month and changed more frequently to prevent build up that could cause their system to underperform. It could do more harm than good if not maintained regularly.”

The data, based on over 1,500 individual customer orders, also showed that only one customer ordered six filters within the two-year period, while 16% of customers used a first-time purchase voucher to receive new filters, indicating that incentives help to drive awareness of the essential need for filter changes.

Zehnder says this highlights a wider industry challenge: while MVHR systems play a vital role in improving indoor air quality and energy efficiency in modern homes, ongoing maintenance is often overlooked once systems are installed.

Rendell says, “We don’t think twice about servicing our boilers every year. If our heating or hot water stops working, it’s immediately noticeable. Yet the air we breathe in our homes is often overlooked, and ventilation systems can easily be forgotten because they work quietly in the background. In reality, they are a critical part of a healthy home. Regularly changing filters helps prevent harmful particulate matter entering our living spaces – pollutants that can contribute to conditions such as asthma, COPD and other respiratory illnesses that place a significant burden on the NHS each year.”
 

To help address this, Zehnder Group UK has launched a new range of Service and Maintenance packages designed to make it easier for homeowners and property managers to maintain their MVHR systems.

Zehnder has introduced three new Service and Maintenance packages that simplify upkeep and ensure systems continue to perform at their best. The packages offer regular, professional maintenance, inspection, and filter replacement, dedicated fault services and ongoing support from Zehnder’s specialist trained technicians.

Customers can choose from three levels of annual care:

• Basic – Essential maintenance support and filter management
• Comfort – A more comprehensive service package
• Premium – A fully supported maintenance solution including priority support

The one-year contracts are designed to give homeowners, landlords and property managers an easy way to ensure systems are regularly serviced without needing to remember when maintenance is due. The packages are fully adaptable, allowing Zehnder to expand and evolve its service offering as customer needs grow.

“We’re taking on the hard work so our customers don’t have to,” continues Tony Rendell. “MVHR systems are designed to provide consistent fresh air and energy efficiency through heat recovery, but they can only do that if they’re properly maintained. 

“Our data suggests that many users simply aren’t replacing filters as frequently as recommended - often because they forget or underestimate the impact this has on indoor air quality. These new service packages take that responsibility away from the customer and help ensure systems continue performing as intended.”

The launch has already generated early momentum, with Zehnder receiving Premium package contract requests within days of the service going live - an encouraging signal of customer demand.

The initiative also supports a wider strategic focus for the Zehnder Group globally, with service development forming part of the company’s long-term growth strategy through 2026 and beyond. Similar offerings have already delivered strong commercial results and improved customer engagement in several European markets.

While the packages are available to individual homeowners, Zehnder expects significant growth through larger service agreements with organisations managing multiple properties, including housing associations, maintenance providers, property management companies, and multi-property landlords and developers. 

The filter sales data also revealed strong geographic demand, with 40% of orders coming from London, rising to more than 50% when surrounding counties are included. Zehnder believes the new service model could help more homeowners understand the importance of regular MVHR maintenance and filter replacement, and increase uptake as awareness around ventilation continues to grow across the UK.

“This is just the first phase of our broader service ambition,” Rendell concludes. “We see enormous potential to support both homeowners and large property portfolios in maintaining healthy indoor environments.”

More information about Zehnder’s new service packages can be found here: www.zehnder.co.uk