Leak

If the leak can be contained, please place a tray or similar to prevent the water causing further damage to the surrounding areas and report the matter to the customer service team.

If the leak is uncontainable, isolate the water supply & report the matter defect as an emergency.

Please mote 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.

Constantly on

First, check the different controls for your heating:

Boiler thermostat

You might need to change the setting in winter to make sure your home maintains the same comfort levels, because the water coming into the system is colder.

Programmer

A programmer lets you control when your heating and hot water (where applicable) come on and off; check that your programmer is set to come on at the right times.

Room thermostat

The thermostat for your home switches your boiler on and off when it senses a difference in temperature from your chosen setting. Make sure your thermostat isn’t detecting another heat source, like a lamp. Also, check that you’ve set it to the correct temperature.

Radiators around your home can be controlled individually using their thermostatic radiator valve (TRV).

Occasionally you can get air in your system and this can affect how your radiators work. You can easily remove trapped air by bleeding the radiator while the heating is on by turning the valve in the top corner of the radiator with a special key that can be purchased from most hardware stores, but a screwdriver can be used too.

Protect your hands with a cloth as the air escaping will be hot:

1. Hold a cloth under the cap.
2. Use a radiator key or a screwdriver and turn the cap anti-clockwise until water seeps out.
3. Tighten by turning clockwise.

Noisy

Radiators around your home can be controlled individually using their thermostatic radiator valve (TRV).

Occasionally you can get air in your system and this can affect how your radiators work. It can also make them noisy. You can easily remove trapped air by bleeding the radiator while the heating is on by turning the valve in the top corner of the radiator with a special key that can be purchased from most hardware stores, but a screwdriver can be used too.

Protect your hands with a cloth as the air escaping will be hot:

1. Hold a cloth under the cap.
2. Use a radiator key or a screwdriver to turn the cap anti-clockwise until water seeps out.
3. Tighten by turning clockwise.

Not working

First, check the different controls for your heating:

Boiler thermostat

You might need to change the setting in winter to make sure your home maintains the same comfort levels, because the water coming into the system is colder.

Programmer

A programmer lets you control when your heating and hot water (where applicable) come on and off; check that your programmer is set to come on at the right times.

Room thermostat

The thermostat for your home switches your boiler on and off when it senses a difference in temperature from your chosen setting. Make sure your thermostat isn’t detecting another heat source, like a lamp. Also, check that you’ve set it to the correct temperature.

Radiators around your home can be controlled individually using their thermostatic radiator valve (TRV).

Sometimes you might notice cold patches on your radiators, or if you have underfloor heating, an occasional whooshing noise at the manifolds, or colder areas in your home. This might be because of an air lock in the system.

If you’re having trouble with a radiator, release the air while the heating is on by turning the valve in the top corner of the radiator with a special key that can be purchased from most hardware stores - or you can use a screwdriver too. This is called bleeding the radiator. Wait until any air flow is replaced with water and then close the valve.

Protect your hands with a cloth, as the water escaping will be hot:

1. Hold a cloth under the cap.
2. Use a radiator key or screwdriver to turn the cap anti-clockwise to release the air and until water seeps out.
3. Tighten by turning clockwise.