Gas Boiler Service

Frequently asked questions

• Am I eligible for a Boiler Service?

  • This plan is only for homeowners. It doesn’t cover mobile homes, park homes or business premises. Retail, commercial and other premises used for business are not eligible.

    The property must be your permanent private residence and owned by you. The boiler(s) at your home must have a power input of less than 70 KW and be fired by natural gas (not LPG, electricity or oil).

• What information will I need to buy this plan?

  • To make buying your plan as simple as possible, please make sure you have the following information to hand:

    • Details of the house, bungalow or flat you want to cover
    • Details of how it is heated (for example, the make of your boiler)
    • A valid email address
    • The bank details of whoever will pay for the plan.

• What happens if I change my mind?

  • If you wish to cancel your plan, you can do so at any time by contacting us. If this is within the 28 day cancellation period, you’ll receive a full refund as long as no work has been carried out under the plan. If work has been carried out, you won’t be eligible to cancel, no refund will be due and you’ll need to pay any outstanding balance.

    We will make 3 attempts to contact you to book an appointment, but if we’re unable to get hold of you, no refund will be due. However you can still contact us to arrange the appointment within the remaining period of your plan.

    See the terms and conditions of your plan for more information on cancellation.

• When will my boiler service be carried out?

  • To help make life easier, we’ll contact you to book your Boiler Service. Appointments are carried out Monday to Friday, 9am to 5pm, excluding bank holidays.

• What if I suspect I have a gas leak?

  • If you think you have a gas leak, call the National Gas Emergency Service immediately on 0800 111 999.

• What happens after I’ve had my plan for a year?

  • Your plan is set up so that it will automatically renew every year. This is to make the process of renewing easier. We’ll send you a reminder about 4 weeks before your plan is due to renew. This will confirm the price of your plan for the next year and prompt you to check that it still meets your needs.

    If you’d rather your plan didn’t automatically renew, you can cancel this feature when you apply. Alternatively, you can contact us to switch off automatic renewal at any time afterwards.

    If you decide you don’t want your cover to automatically renew, you’ll need to contact us each year to renew it yourself and organise payment.

• Where can I find the product documents and terms and conditions that relate to my plan?

  • The full terms and conditions of your plan, plus other important documents about your plan, can be downloaded here.

    • Plan Summary
    • Terms and Conditions