Here are answers to some of the questions commonly asked by customers thinking of becoming a member of our Heat:Plan Club. The full terms and conditions of Heat:Plan can be downloaded here. Remember we’re only a phone call away so if you do need further information call us on 0117 935 2400. Alternatively, you can email us at firstname.lastname@example.org or use our contact form.
- My boiler and system is really old and I want Heat:Plan, will I be accepted?
- My application has been declined, what do I do now?
- When will I know I have been accepted on to Heat:Plan?
- I want to sign up to Direct Debit payments, but I don’t understand the form.
- Does Heat:Plan include general plumbing utilities?
- I have a leak, but I don’t know where it is coming from. Will this be covered under Heat:Plan?
- How quickly will you come out to a repair?
- When will you tell me my boiler is due for a service?
- How long will a service take?
- I have had a power cut, and I need my time-clock setting up, will this be covered under Heat:Plan?
- My boiler has lost pressure, will you top this up under Heat:Plan?
- I have had some work done on my system by a third party, will this be covered under Heat:Plan?
- My boiler isn’t working and your office is closed.
Every new Heat:Plan customer will get a system health check and inspection. A health check on the system costs £60.00 + VAT. Every effort is made to accept every boiler on to Heat:Plan, but sometimes we cannot accept particularly old boilers that have either got existing faults, or are currently not working at all. We also cannot offer Heat:Plan for boilers where parts are obsolete. If you give us the information up front of your boiler make & model, we should be able to advise you whether we can approve it or not prior to the survey. If your boiler is not working or faulty we will offer you a quote to get it up to a suitable standard before we accept your application.
We are very sorry we cannot accept you on Heat:Plan. If we decline an application we will always try to explain why. If your boiler is obsolete, we can put you in touch with our sales team who can explain your options to install a new boiler. If you do not want a new boiler, then we are still on hand to help in the event of a break down or annual service. Just speak to one of Customer Service Advisors to get it booked in.
Our engineer will be able to give you an indication on the health check and inspection at the outcome of the application. If the engineer is unsure at the time of the visit and requires to obtain more information, then we notify you by writing within 14 days of the visit. Once we have carried out all the necessary checks, we will send you your welcome pack. As soon as you receive this, you are covered.
Don’t worry! We have fully trained Customer Service Advisors who are specifically trained to assist you with filling out the form and setting up the Direct Debit. Just give us a call.
Unfortunately we do not cover any plumbing utilities such as toilets, sinks, taps or cold water pipework on any of our Heat:Plan products.
We do cover leaks on Heat:Plan, however the pipework has to be accessible and coming from the heating or hot water system. If the pipework cannot be accessed, then we cannot cover the leak under Heat:Plan. If the leak is coming from the boiler and you have Heat:Plan 1 or 2 then we will cover this. If you have Service or Service plus, then we will advise you contact your boiler manufacturer. If you are unsure of the number for your manufacturer, then give us a call and we will advise of the number for your manufacturer. If there is a leak we always advise that you turn off the water at the main stop cock.
IF YOU SUSPECT YOU HAVE A GAS LEAK YOU MUST CONTACT THE UTILITIES SERVICE ON 0800 111 999
If you are a member of Heat:Plan, we do offer you a priority service response whereby we will aim to respond within 24 hours. In some instances if we are particularly busy we will arrange for a Technical Advisor to give you a call to talk through the fault. During this call we will give some pointers in to fixing the fault. We may not be able to respond in some instances due to adverse weather conditions. For more information, please see our Terms & Conditions.
We will write to you at least 2-3 months before the anniversary date to give you enough time to arrange for you or someone else to be at the property. Unfortunately we cannot enter a property without there being someone over the age of 18 present. We will ask you to contact us on receipt of the letter to book a date. If we don’t hear from you, we will contact you one month before to remind you again to get in touch.
Usually a typical boiler service takes between 45 minutes – 1 hour. If you are on Heat:Plan 2 we also carry out a full health check on the system so it is likely to take a lot longer.
One of my radiators is hot at the bottom but cold at the top, will you bleed this radiator for me under Heat:Plan?
If it is just one radiator then we would suggest that you bleed it yourself. We cannot offer you a priority service for this and would only book an appointment when someone is in the area. If the problem persists, then give us a call to book a health check on your system as there could be a fault.
Unfortunately, we will not cover this under any Heat:Plan product. If you are unsure on how to setup your timeclock, then we can arrange a phone call with one of our Technical Advisors. If you would still like a visit to set this up, we can arrange for an appointment at a discounted rate.
If your boiler persistently loses pressure, then please call us. There could be a problem that we need to repair. If you have been away for a long time and you have returned and your boiler isn’t working due to the pressure, please top the pressure up between 1 & 1.5bar. Monitor the pressure to ensure it doesn’t increase or decrease. If you are unsure on how to top your pressure up, then we can arrange for one of our Technical Advisors to give you a call.
If you get some work done by a third party then this is not a problem. If it is gas work, then you must always use a Gas Safe Registered Engineer. We may ask you to provide some proof of the Gas Safe Registered Engineers details if we are attending to a fault with the work. If you have a new radiator or hot water cylinder/tank fitted, it will be covered at our discretion and again, we may ask for proof of a compliant documentation of that the work has been done to correct standards.
We will provide information on out of hours calling on the welcome pack we provided at the start of the contract. Please call 07788917044 if you need urgent assistance. Please have your Heat:Plan number and full address at the ready prior to your call.