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Questions

Please find below, our growing database of questions and answers relating to our products and services.
If you cannot find what your are looking for, please use our Ask a Question tab below.
All questions are important to us, and are used to grow our online answer base.

Are there any callout charges on your plans?

Unlike our competitors all our plans are available with absolutely no charges per repair, we have no hidden excess charges, we pride our selves on our complete transparency.

If I sign up today, when will you service my boiler?

We carry out all annual boiler services included in our agreements between April and September of each year, this allows us to improve our response times for emergency repairs during the busy winter period. We will contact you a month before the annual boiler services are being carried out in your area, to arrange a suitable day to attend.

If I have a problem, how long does it take for an engineer to visit?

For emergency repairs, we aim to have an engineer with you within two hours. For general repairs, one of our engineers will aim to contact you within 24 hours to book an agreed time slot.
Over 90% of general repairs are attended within 24 hours, and over 85% of these repairs are fixed on the first visit.
Please note, an emergency repair is for an uncontrollable and uncontainable water leak only that will cause further damage to your property if it is not repaired as soon as possible.

Are repairs carried out by your own engineers?

Yes, however it depends on the nature of your fault, sometimes we will utilise the skill set of our own engineers and for some faults we may draw on our data base of approved contractors. We have also built strong relationships with boiler and kitchen appliance manufacturers who we may instruct to carry out repairs for you on our behalf.

Do you cover my area?

Yes, by building relationships with gas safe registered engineers, as well as most major boiler and appliance manufacturers across the country we have strong coverage across all areas of the UK.

Do you provide plans for landlords?

Yes, we have a range of plans available specifically for landlords. These plans can be found here: Landlord Plans. If you would like to purchase multiple service agreements for your rental properties you will need to call 0800 799 9997 and speak to our Customer Service team who will be able to process your application.

Do you service and repair any make and model of boiler?

We service and repair all makes and models of domestic gas boilers except for the following:
Potterton Powermax
Chaffoteaux
Elm Le Blanc
We do not service or repair: LPG boilers, solid fuel boilers, electric boilers, back boilers, duel purpose boilers

What if my boiler is old?

No problem, we service and repair any age of boiler, providing it is in full working order at the time of taking out the plan.

What types of central heating systems do you repair?

We repair all types of domestic gas fired central heating systems, providing that they have been installed correctly, and are in full working order, with no pre-existing faults, at the time of taking out your plan.
If you have underfloor heating or non standard / designer parts within your system, these will be excluded from cover.

Does my plan start straight away?

Plans start on the day your application is processed. This is usually within 24 hours of completing the application.
If you are moving from another provider, there is no initial exclusion period, and you can call us out straight away. If you call us out within the first 28 days you may be asked for paper work showing you have had a continuous agreement in place with another provider.
If you are taking out a service agreement for the first time, or with a gap in-between, in order to prevent callouts for pre-existing faults there is an initial 28 day period where we will not carry out any repairs.

What happens once i have taken out my plan?

You’re good to go! Once you have completed your details and the direct debit instruction, the details of your service agreement, welcome pack and a copy of the terms and conditions will be emailed to you. That’s it, you’re all set up.

How do I pay for my plan?

Our plans can only be purchased by monthly Direct Debit payments.

What price do i pay in the second year?

Regardless of how many times you have called us out, your monthly payments will remain the same for the first 12 months.
We will quote you your second year price in advance of your renewal date. We are equally as committed to retaining our existing customers, as we are to taking on new customers, and our prices reflect this.

If I'm interested in signing up, can i speak to someone over the phone?

Absolutely, our sales advisors are available between 9.00am and 5.00pm Monday – Friday. If you call outside of these hours, simply leave a message, and one of our sales advisors will call you back during office hours.