Enrolling in a care plan provides numerous benefits, including regular maintenance to keep your system operating at its best, priority bookings for service appointments, peace of mind with 24-hour callout service, and comprehensive coverage tailored to your specific needs.

We want to ensure that you fully understand the nature of our services. Please be aware that the plan you have with us is a maintenance plan and not an insurance policy. While our comprehensive maintenance plan covers a wide range of repairs and services for your home systems, it is essential to note that it does not provide the same coverage as an insurance policy.Our maintenance plan is designed to proactively maintain and service your systems, ensuring their optimal performance and longevity. It includes regular inspections, preventive maintenance, and necessary repairs to keep your systems in excellent condition. However, it does not cover events such as extreme weather damage, flooding, fire, or explosions, which are typically covered by home insurance.We value transparency and want to be clear about the scope and benefits of our maintenance plan. Should you have any questions or require further clarification, please do not hesitate to contact our customer service team. We are here to provide you with exceptional maintenance services and support for your home systems.

During an annual boiler service, one of our Gas Safe registered engineers will typically perform a number of checks and tests to ensure that your boiler is running safely and efficiently. Here’s what you can expect from an annual boiler service visit:

Visual inspection: The engineer will visually inspect the boiler and its components to check for any signs of damage, wear, or corrosion.

Boiler parts cleaning: The engineer will clean any parts of the boiler that need it, such as the burners, heat exchangers, and condensate trap.

Combustion analysis: The engineer will check the combustion process to ensure that it is efficient and not producing any harmful gases. They may use a flue gas analyser to measure the levels of carbon monoxide and other gases.Gas pressure check: The engineer will check that the gas pressure is correct.

Safety checks: The engineer will check that all safety controls, such as the pressure relief valve and thermostat, are working correctly.

Electrical check: The engineer will check the electrical connections and wiring to ensure that they are safe and secure.

Boiler casing check: The engineer will check the boiler casing to ensure that it is in good condition and fitted correctly.

Boiler controls check: The engineer will check that all the boiler controls, such as timers and thermostats, are working correctly.

Health Check: We will check your heating and hot water components including radiators, pumps, valves and hot water cylinders to give you complete peace of mind.

Reports: After the checks and tests are complete, the engineer will provide you with a report detailing any issues found and any recommended repairs or replacements. They will also advise you on how to maintain your boiler to keep it running efficiently and safely until the next service.

Absolutely! Our care plans offer 24/7 callout service, meaning we are available round-the-clock to address emergency breakdowns. Rest assured, we will promptly respond to restore your system’s functionality and your comfort.

While our care plans offer comprehensive coverage, it is important to review the specific inclusions and exclusions for each plan. Typically, exclusions may include pre-existing faults, damage caused by user negligence, vandalism, or acts of nature. However, we strive to accommodate your needs and provide the best possible service within the scope of our care plans.

Scheduling a service appointment is easy. As a care plan customer, you will have priority booking. Simply contact our customer service team on 01252338078, and they will assist you in scheduling a convenient appointment with one of our experienced technicians.

In most cases, care plans are transferable to a new residence within our service area. Please reach out to our customer service team with your specific details, and we will guide you through the process.

Controls are elements of your heating system that have a direct impact on the operation of your boiler like the pump, 3 port valve, programmers or thermostats.  If these elements were to break down they could stop your boiler from working.  A radiator valve could not be considered as a control as a faulty radiator valve would not prevent your boiler from working.

If it turns out the reason for calling us out is a plumbing issue then we will quote you for carrying out the repair.  You will receive a discount on parts and labour and you won’t be charged for the call-out.

We’re not ageist.  We cover all ages of boilers with a couple of conditions:Once your boiler is over 10 years old, it becomes increasingly sub-economic to repair. Sub-economic means that it is no longer a sensible option for either you or us to spend money on replacing parts when the equipment is approaching the end of its life expectancy.

For boilers between 10 and 15 years old: Your call-outs will still be covered, but we will cover only 50% of the retail cost of parts, with the balance of 50% payable by you. Where we believe that the cost of replacement parts is high in proportion to the value of the appliance, we will provide you with a no-obligation quotation for a replacement boiler.

Boilers over 15 years old: The life expectancy of a boiler is 15 years. Once your boiler reaches 15 years of age, we will no longer be able to cover the cost of replacements parts. Your call-outs, however, will still be covered. We will make every effort to repair your boiler once deemed beyond economic repair, you will be issued with a quotation for a suitable replacement.