Too much reading on google will cause you to sprout in correct info. You need to understand current install practices and the units that we fit currently. We have changed the gas used in units and changed to invertor driven which don't require supplementary heating. The unit goes into reverse cycle to defrost itself.In cold weather the evaporator of an air sourced heat pump may ice up and shut down. The cure is supplimentary heating to de-ice the evaporator ( the outside unit ). Has supplimentary heating been installed and if so (1) is it enabled and (2) is it adequate for the cold weather in recent weeks.
All of the symptoms described point down to a system that has either not been installed correctly, not been setup correctly or both. However you also have the problem of homeowners interfering with setups either on purpose or by mistake.
You need to be there when the engineer comes to get it going and find out what he has had to do. But in the mean time you maybe able to just turn the power off for one minute and then turn the system back on