Leak

Your boiler is included in your 2 year warranty, however it must be serviced yearly and you are responsible for this.

If you have a fault with your boiler in the second year of your warranty, we will ask for the service report to provide to our plumbers ahead of them visiting.

If you see any water under your boiler, check first that the leak is definitely coming from the boiler and not the pipework around it. Run your fingers or a cloth around the pipework near to where the puddle is forming and see if you can identify any wetness.

Fixing a water pipe is usually a simple job. If you can definitely see water dripping from the boiler itself, check the pressure on the pressure gauge on the front of it, either in the form of an analogue gauge (dial) or a digital readout. If it's digital, you may need to push some buttons to cycle round to the pressure reading (it might default to showing temperature or a timer, for example).

In most boilers, the pressure should be between 1 and 1.5 bar when the central heating is off. When the heating is on, it will go up slightly, but it should still be around this range. If it’s way above this level (say, 2 bar or higher), this could be the cause.

Boilers have pressure relief valves to protect them from high water pressure. They are often built into the pressure gauge, and are designed to leak if the pressure gets too high.

If you’ve got high pressure, the first thing you should do is check your filling loop. This is often a piece of tubing curved round on itself with a valve at each end, or it could be two valves built into the boiler. As the name suggests, the filling loop is used to fill your system with mains water. Once the correct pressure is reached, the valves should be turned fully off, but sometimes they are forgotten about and left on. That’s usually why you’ve got high pressure, so make sure they are fully off before moving on.

To reduce the water pressure, the easiest way is to bleed a radiator. It can take some time to take your pressure down a single bar, so please be patient.

If the leak continues you could have a faulty expansion vessel, which a qualified gas engineer will be able to diagnose.

Alternatively a leak may be caused by wear and tear in the pipework, joints, seals, pump or heat exchanger inside the boiler. As long as your boiler has been serviced after the first year then we will attend to this under your warranty.

Not working

The gas fired boiler in your home heats water that then feeds your radiators, taps and showers.

Check first if the annual service been carried out within the last 12 months and if it's due arrange it at the earliest opportunity. Should the issue persist following the service, contact your Customer Service team.

If your boiler has been serviced in the last 12 months, refer to the manufacturer's user guide to identify any error codes and consult their troubleshooting tips.

You may simply need to reset your boiler; but if the issue persists then report the defect.

Please note subject to the nature of the problem, the engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.

Noisy

Firstly confirm that an annual service has been carried out within the last 12 months. If the service is due, arrange it at the earliest opportunity. 

If your boiler has been serviced in the last 12 months, refer to the manufacturer's user guide to identify any error codes and consult their troubleshooting tips. You may simply need to reset your boiler; but if the issue persists then report the matter to your customer service team who will be able to advise what further actions will be taken.

Please note subject to the nature of the problem, an engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.

Loss of pressure

Most boilers will automatically shut down if the pressure in the system gets too low.

It’s usually fairly easy to get your pressure back in its operating range (1–1.5 bar in most systems) by opening the inlet valves and letting some more water in. However, if you’ve lost pressure it’s because something isn’t right, and topping up the water will only be a temporary measure. For detailed instructions on how to top-up the pressure, please refer to the manufacturer's user manual.

The most likely cause of a pressure drop is a leak somewhere in the system. It’s unlikely that the pipework has burst, so the most common places to look are at the joints. Check around the radiators where the pipework enters and leaves. If there are puddles, something clearly needs fixing and you should report the matter to the customer service team.

Please note subject to the nature of the problem, the engineer may have to refer to the manufacturer for parts or to arrange further repairs under their warranty.