For Gas and LPG boilers, air source heat pumps, call out, labour and parts are included, subject to monthly allowance as per service agreement.
We will advise you on your options depending on the issue.
On average, 73% of repairs do not need parts and 9 out of 10 repairs are completed within 2 hours.
The Repair & Care Plan grants you access to our cheapest repair cost when you take out a cover plan afterwards.
If you choose not to take out a cover plan, you may need to pay an additional charge depending on the repair works.
If you choose to enrol in the Repair & Care Plan for your air source heat pump, you can select either the ASHP Gold Plan or the ASHP Platinum Plan.
For those opting for the Repair & Care Plan for a boiler, the available options include the Boiler Gold Plan, or the Boiler Platinum Plan.
Each plan comes with its own terms and conditions.
Customers who enrol in the Repair & Care plan commit to a minimum 12-month subscription, which must be completed without interruption. If the plan is cancelled before the 12-month term ends, the full cost of repairs and any additional visits will be charged. Please refer to the cancellation instructions below for details on cancelling after the 12 months.
Please note that this plan does not include a cooling-off period. The remaining subscription balance will be charged if you cancel before the 12-month term is complete. Please refer to Missed Payments.
If we are unable to repair the boiler due to circumstances beyond our control, we reserve the right to retain the diagnostic fee (the repair fee is for the initial diagnostic inspection).
If the boiler or ashp is deemed unrepairable, no refund will be given. The plan is also subject to an initial inspection fee.
Please see additional terms and conditions for these plans for Boiler & Air Source Heat Pumps.
If you choose not to enroll in our Repair & Cover Plan, additional repair fees may apply.
We always recommend our Repair & Cover Plan to ensure you avoid any unexpected repair costs.
Our headquarters are located in Rotherham, South Yorkshire, but we have a team of engineers stationed across the UK, ready to respond to emergencies wherever you are.
The cost of your repair, without taking out a cover plan afterwards, will depend on the work carried out. We can advise on an estimate over the telephone before you book in an engineer, so you can make an informed decision before committing to a repair.
For total peace of mind, the best option is to sign up for our repair and care plan.
Terms and conditions can be found on the repair and care plan page.
We offer a diagnostic check from £140 for air source heat pumps. If no parts are required and the issue can be resolved during the visit, there will be no additional cost. If parts are needed, we will provide a quote for the necessary components and repair work.
We also offer a £199 Repair & Care Plan, which includes:
If we are unable to repair the system due to circumstances beyond our control, the £199 diagnostic fee is non-refundable, as it covers the initial inspection. If the unit is deemed unrepairable, no refund will be issued. This plan is also subject to an initial inspection fee.
For full details, please refer to our terms and conditions for Boiler & Air Source Heat Pump Cover Plans.
All repairs are backed by a 30-day workmanship guarantee, and all parts come with the manufacturer’s warranty and are completed by qualified, registered engineers. Parts are covered under the manufacturer’s warranty.
If you smell gas in your property, take immediate action.
Call National Gas right away at 0800 111 999.
If you are an active cover plan customer, first check whether your plan includes coverage for the fault you are experiencing.
If you are unsure, please get in touch with us at 0333 034 6641 and have your plan details and covered address ready.
If the fault is covered and you have selected a £0 call-out plan, we will arrange for a repair at no additional cost.
To book a repair visit, simply give us a call.
