Frequently Asked Questions

Frequently Asked Questions about our services, boiler repair, boiler installation, our heating services, and what we can do for landlords. Can’t find your question? Call us on 0207 0999 035.

FAQs about Boiler Repair & Installation

Do you offer same day emergency boiler repairs?

Yes, we try to attend all emergency boiler repairs and heating repairs the same day we receive your enquiry.

If we have no scope we will offer you the next available appointment, unlike some of our competitors we will never book an appointment we know we are unable to honour just to keep your custom.

How long will a boiler repair take?

It’s hard to say, every boiler or heating repair is different.

If you don’t need any parts replaced or major work it could be very quick and repaired for just £95+vat, also some boiler parts are easy to fit and can be diagnosed and replaced within an hour.

What if it takes you longer than an hour to diagnose the fault?

The diagnostic fee is a fixed fee depending on the time and day we visit, if it takes 5 minutes or 5 hours the fee you pay remains the same. In some instances such as low water pressure or air trapped in radiators your engineer may be able to diagnose and repair the fault within 30 minutes without any additional parts and you’ll only need to pay the diagnostic fee.

Do you carry spare parts to repair my boiler quicker?

Yes, all of our engineers have a significant van stock to carry out boiler repairs and heating repairs in one visit carrying many universal parts to repair your heating system including smart thermostats, TRVs, zone valves etc.

We also carry specific parts for Vaillant boiler repairs and other manufacturers, it’s impossible for us to carry every part we might need to do a boiler repair or heating repair but we stock the parts we use most regularly to give us the best chance of repairing your boiler or heating system in one visit.

Can I supply my own materials?

Sometimes, we’ve spent a long time building connections with reputable suppliers who offer enforceable guarantees and warranties.

If you supply your own materials and something goes wrong, we will have no means to enforce a replacement on your behalf.

What happens if I have issues after you’ve left?

Get in touch and we’ll send someone back.

Even if the fault is low system pressure or after an annual boiler service which are usually excluded from our guarantee if we find the problem is due to work we’ve carried out in the last 12 months we’ll put it right free of charge, if not we’ll issue you a quote for the repair.

How much is a new boiler?

The cost of a new boiler installation varies depending on lots of things including which model is best suited for your needs or how much additional work is needed.Usually between £2000 – 4000 it can be more if we’re installing a new heating and hot water system along with the new boiler.

Will you remove my old boiler?

Yes, anything that was part of the old system including radiators, cylinders and pipework will be removed, treated and recycled using government approved centres.Any household items such as old cupboards or shelves which needed to be removed will be your responsibility as the centres we use only accept commercial waste.

Will I have central heating and hot water during the installation?

Not during the actual installation of the boiler and heating system. If you’re having more work done and the job is expected to last more than one day we will always leave your cold water on as a minimum and supply electric fan heaters if requested.

How long does a boiler installation take?

It really depends on the amount of work we’re carrying out, generally a like for like boiler swap should take 1 day. If we’re moving the boiler to a new location it could take 2-3 days and if we’re installing a whole new heating and hot water system it could take up to 5 days.

Your engineer will explain how much work is required and an expected time scale during your survey so you can be prepared.

What happens after the installation is complete?

When the engineers have finished installing the new boiler they’ll check to make sure everything is working correctly before handing over the controls to you.

They’ll then run through how your new boiler and system work and answer any questions you may have.

Over the coming days you’ll receive various emails containing information about your guarantee and registration, keep these safe.

Remember, we’re here to support you long after the initial installation so if you have any questions after we’ve left just get in touch and we’ll be happy to help.

FAQs about the Quote & Diagnostic Fee

Do you offer free quotes on all work?

No not all jobs, for large jobs like boiler installations or system upgrades we offer a free no obligation estimate.For work where we need to diagnose a fault such as boiler breakdowns or leaks, we charge a diagnostic fee from £95+VAT depending on when we visit, if we can’t diagnose your boiler fault or heating fault we’ll pay you double the diagnostics fee. Other jobs including an annual boiler service or landlord gas safety certificate have fixed prices that can be found on our prices page.

What is the difference between a free quote and a diagnostic fee?

As a general rule if your engineer needs to use their tools during your visit it’s classed as work and a fee from £95+VAT depending on the time and day we visit will be charged. During the diagnostic process if your engineer can repair the fault within 60 minutes without the need for any parts then there’ll be no additional charge, if more time or parts are needed your engineer will provide you with a fixed price quote.

What does my new boiler quote include?

Every new boiler we install includes a highly experienced Gas Safe registered engineer, 12 months workmanship guarantee, 7 – 12 year manufacturer guarantee, a magnetic system filter, new energy efficiency compliant controls, a deep system magnacleanse using Fernox F3, F5 and F1 chemicals, registration with the manufacturer, Gas Safe and your local authority, a gas safety certificate, annual service reminders for the duration of your guarantee.

FAQs about the Quote & Diagnostic Fee

What Work Do You Guarantee?

All of our new boiler installations include a 7 – 12 year manufacturer guarantee and our own 12 month workmanship guarantee.

Our boiler repairs also include a 12 month workmanship guarantee and a manufacturers guarantee on parts which is usually 12 months.

Low system pressure and annual boiler service / CP12 are usually excluded from the guarantee.

General Questions

Are you insured?

Yes, all of our work is covered for accidental damage up to £5,000,000.