© 2016 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. Though central heating controls have the potential to reduce the energy consumed through domestic space heating, their installation does not guarantee savings. End users do not always understand their controls, or operate them in an energy-efficient way, but there is little appreciation of why this is. Drawing on an ethnographic study, this paper investigates how installers select and explain central heating controls. With reference to the concept of technology scripting, which suggests that the assumptions made about users during the design of devices can influence their eventual use, it shows how heating installers also draw on certain user scripts. Through these means the paper illuminates the significant role that heating installers play in influencing the control products fitted into homes, and how they might be used. Though their use of these scripts is understandable, it is not always conducive to ensuring that central heating systems are operated in the most energy-efficient way. It is suggested that industry and policy-makers might engage with how installers understand users and revise current guidelines to foster better communication between them.