Frequently Asked Questions

If your existing boiler is an old system it is likely to be inefficient, for example, a 10-15 years old non-condensing boiler might be G-Rated and therefore only 70% (at best) efficient.

So, by converting to a new boiler that’s A-Rated (around 90% energy efficient), this will use less energy and therefore reduce your gas bills. According to the Energy Savings Trust, this could be as much as £315 per year.

Yes. All Boiler Plan installers are local professionals who are extremely experienced central heating engineers who are Gas Safe Registered.

Yes, you are free to change your mind and are entitled to a 14-day cooling-off period after payment or finance application commenced, as long as we haven’t installed the boiler.

An online survey is only available on a combi to combi swap. If you currently have a combi boiler and would like to replace it with a new combi in the exact same position, then good news you can complete your survey online.

For an online survey, all we need from you are some pictures of your current boiler, pipework and central heating and you’re good to go.

After you’ve completed your online survey you are awarded the ultimate convenience and can choose which combi boiler is perfect for you, complete a finance application online and can choose your preferred installation date and time – all from the comfort of your own home.

You can call us to discuss the payment plans we offer and if you’re ready to continue we can take you through an application over the phone, or you can discuss this with your surveyor during your home or video survey.

For online finance applications, you will be directed to one of our lender’s online application portals to complete in your own time, before returning to Boiler Plan to complete the boiler purchasing process. If you are replacing your boiler with a new updated boiler (in the same place) you can complete your purchase and choose your payment method at the final payment stage.

Your finance application is subject to status and affordability. Boiler Plan is a credit broker and is Authorised and Regulated by the Financial Conduct Authority FRN 692584. Credit is provided by a panel of lenders with whom we have a commercial relationship (so we cannot provide independent advice).

When you buy a boiler online you can either pay in full or apply for a finance plan with one of our lenders. After you’ve received an online quote, just pick your perfect boiler & choose the payment plan that’s right for you. This will then take you to one of our lender’s online application portals to complete, when finished you’ll return to Boiler Plan’s website to finish the boiler purchasing process.

Once your finance application is approved, you will then be advised on how to sign the finance agreement and you’ll also receive an email confirming these details.

Please read the agreement carefully checking that all the details are correct, then either electronically sign the agreement or print and sign the agreement in both boxes. Post the signed agreement to the address shown on the covering letter of the agreement.

Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

To apply for online finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more.

Unfortunately, we are unable to offer online finance to residents of Eire. Homemakers aren’t excluded from applying under their own names; however, the employment details of your spouse/partner will be required in order to process your application.

• Be at least 18 years old.
• Be in full time work (16 hours or more a week), retired, or in receipt of disability allowance.
• Earn at least £6,000 a year.
• Have been a UK resident for three years or more
• Have a mobile phone number
• Have an email address
• Have a UK bank account from which Direct Debits can be taken
• Have no outstanding County Court Judgements (CCJs)

Subject to application, financial circumstances and borrowing history. Minimum loan amount of £1000 applies. 6.9% APR representative: Barclays Partner Finance is the lender, Boiler Plan (UK) Limited acts as a Credit Broker, credit is provided by a panel of lenders.

Yes, we offer finance on behalf of a panel of lenders who require a credit check before agreeing to provide a financial loan – but a credit check is just one aspect of the credit application process. We can provide a credit check face to face, or over the phone, and give you a decision in minutes.

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down.

Within minutes of your application being approved, you will be presented with the options to either e-sign or print and return your finance agreement.

Once you have agreed to the terms of the finance agreement Boiler Plan will be notified and you need do nothing more.

If you choose to print and return your agreement you should print the agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the finance agreement.

Note that products will not be allocated to your order until your completed and signed agreement is returned and received by one of our panel of lenders. We can then continue the process of installing your boiler soon after your agreement has been returned and received.

No, many of the financed repayment plans we offer, including interest-free finance, do not require a deposit. However, should you choose to make a deposit this will reduce the amount of monthly repayment.

Your monthly repayments will begin one month after your boiler has been installed.

If you’ve chosen to purchase a boiler using our Buy Now Pay Later payment plan, then you won’t have to pay a single penny on your purchase for the first 12 months.

Yes, you can pay off the cost of your boiler installation early and as the finance is calculated daily, there are no early repayment fees.

Yes, all of the APR’s we quote are fixed for the full duration of your plan, so you don’t need to worry about the cost inflating – it won’t.

No. There are no arrangement fees or hidden extras.

In order to safeguard against fraudulent applications, we regret that we’re able only to install the boiler to the home address of the applicant.

Yes, we only install boilers which are A-rated, this means they operate at a minimum of 90% efficiency levels, which can be even higher if the boiler is fitted with a thermostat.

The efficiency is stated on the boiler ErP (Energy-related Product) label, these are the coloured labels you’ll also have seen on household white goods such as washing machines.

We always strive to offer customers the soonest available install date, and for emergency cases, we can install within 48 hours of purchase. Read our guide and find out exactly how long it takes to fit a new boiler.

Please read the agreement carefully checking that all the details are correct, then either electronically sign the agreement or print and sign the agreement in both boxes. Post the signed agreement to the address shown on the covering letter of the agreement.

Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

Yes, we will remove your old boiler and any associated pipework and cylinders – disposing of the waste professionally and responsibly.

Any items that can be recycled will be. Our Boiler Plan installation team all have a Waste Carrier Licence.

Of course, our installers are a friendly and polite bunch who take pride in the quality job and service they deliver to our customers. They always tidy up after themselves, and if you’ve been kind enough to offer them a cuppa, they’ll even clean the cups too.

Yes, we can provide a range of wireless thermostats with your boiler. We can provide an install a SMART Honeywell Lyric T6R or Nest learning thermostat which allows you to control your heating remotely from your mobile or tablet. We can do this at the time of installation and your surveyor can advise you of the options and costs.

A chemical flush is a deep clean of your radiators and central heating system, using chemicals to flush out the sludge (rust and small metal debris) that may have settled inside your radiators, pipes and boiler over time. By doing this, we know we are fitting your new boiler to a clean system and by also fitting a magnetic filter we know you’re new central heating system will work efficiently and effectively.

We install a magnetic filter to your boiler system (after we’ve done the chemical flush) to keep the water that flows through your system clean, prolonging the life of your boiler.

The filter contains a powerful magnet which catches all the small metal particles in your system (often called sludge) and stops it entering your boiler system and radiators, improving the output of your central heating system.

After installation we will complete several tasks that you don’t have to worry about. Firstly, we’ll register your boiler with Gas Safe as this is a legal requirement for anyone carrying out gas work in the UK. Secondly, we’ll register your boiler for the manufacturer backed warranty – this should always be left to us as we’re a preferred installer to many manufacturers and are offered a higher amount of years for the warranty.

As your warranty will likely require an annual boiler service, we will also remind you when that service is due – all free of charge. You can get your boiler serviced by us or go elsewhere as long as you keep your boiler in a healthy condition.

Yes, you can pay off the cost of your boiler installation early and as the finance is calculated daily, there are no early repayment fees.

Yes we can, but installation within 48 hours is subject to engineer availability at the point of purchase confirmation. We’ll always prioritise any installs for those who don’t have any heating or hot water.

No. There are no arrangement fees or hidden extras.

In order to safeguard against fraudulent applications, we regret that we’re able only to install the boiler to the home address of the applicant.

Your free, manufacturer-backed warranty covers you all call-outs, parts and labour should something go wrong Unlike other companies, our warranty covers everything for the whole duration of the period up to 10 years, we do not charge for any extra warranty types or durations. Plus, our customer aftercare means that if something happens, you call us and we manage the whole process of getting your boiler running again, so you have complete peace of mind.

No, as part of the installation service we will fully register your warranty with the boiler manufacturer.

By having your boiler serviced annually by a Gas Safe Registered engineer. Failure to do so will invalidate your warranty.

One of Boiler Plan’s Gas Safe Engineers can complete your annual service for a small fee of £60. The service includes a full health check of your boiler to make sure it is working efficiently and safely.

The service is also required, every year, to keep your warranty valid. You are free to have your service completed by any Gas Safe Engineer, however, if you choose Boiler Plan you will continue to benefit from our free aftercare and should you have any problems you just make one call to us and we’ll take care of the rest.

We absolutely can. If you’ve had a boiler installed by us or anyone else, we offer an annual service to anyone who needs one. All for the small fee of just £60.

Call Boiler Plan and we’ll liaise with the boiler manufacturer and arrange for their boiler repairs engineer to come out to you as soon as possible, usually within 48 hours. Once you are up and running again we’ll call you to make sure everything is okay and you’re happy with the performance of your boiler.

If at any point you wish to change the contact details or they have changed, then please contact our customer service team

Our two payment options are either an annual or monthly direct debit. The annual direct debit option is the cheaper of the two options.

If your direct debit has failed and you have received communication via letter, email or text. Please don’t worry. We’ll get this sorted for you without delay.

It’s essential that we have your new details like your address so we can make sure your cover plan fits with your new home.

We tend to operate on a 1 cover plan for 1 household basis. Therefore, if your plan is for someone who lives in the same property then this is an easy change for us as we’ll just need to update the contact and payment details.

Your policy will auto-renew so you do not have to worry about your cover lapsing and being exposed to high repair costs. We will contact you before your cover is due to expire to organise your next annual boiler service.

We understand that sometimes things can go wrong. We will always aim to do our best, however if you have any complaints about any part of our service or our products, please contact us

If you’re in the 14 day initial period after booking your plan and payment hasn’t come out, then we can cancel your plan immediately. If you’re outside this 14 day window, then we can talk you through the next steps that are required for you.You can cancel your plan at any time, however if you have used the cover plan and made a claim then we will seek to recover the cost of the work if you cancel within the year, this is a 12 month contract but if no claim has been made and the cost of the boiler service has been covered by your monthly payments to date then we’re more than happy to help if you wish to cancel early.

If at any point you wish to change the contact details or they have changed, then please contact our customer service team

Your service contract starts the day you choose to start the plan; we will send you all the information you need once your plan is live.

It only takes minutes to sign up, we will then send an engineer to conduct a survey on your existing boiler, once they’re happy then you’re good to go.

If you have not made a claim then we will allow you to cancel your policy at any time, if you have received a boiler service or made a claim then we would look to recover the cost of the work we have done for you before you can cancel your cover.

All our contracts are 12 months long commencing on the start date of your service contract or if you elect to renew your service contract over the period of 12 months commencing on the renewal date. Your contract will automatically renew unless you tell us differently, so you will have no worries of your cover lapsing and having to pay expensive repair bills. We have got your back!

We have a large workforce of highly trained, gas safe engineers and will always attempt to get out to you at the earliest possible opportunity, this would usually be within 24 hours. During extremely busy times, this might not always be possible, but we will always keep you informed and prioritise you as our cover plan customer.

Yes, absolutely. Landlords will need a Landlord Gas Safety Certificate (CP12) but we will do this for you as part of your landlord cover plan if your system meets our criteria. Your tenants can then just call us directly and we will deal with their issue, saving you time and money.

Our cover plans will protect most types of properties that are homes, as long as you live in it or rent it out to someone else.

Yes, we do.

No, we currently only cover domestic properties.

No, sorry we do not currently offer service plans for mobile homes.

At Boiler Plan, we offer competitive prices compared to other providers and we do not charge any excess unlike most other providers. If you would like to hear more about our great prices, then you can call us and speak to a member of our friendly customer service team

Yes, you can select the date that you would like your cover to start and which type of package it is you want. We will need to pop out and do a system inspection and boiler service before we can take you on cover.

Yes, our call centre is based in the UK, it is based in our head office. You get to speak to our great contact centre team, who are very nice and know their boilers!

We can service your boiler and take you straight onto cover however we have a 14-day restriction period before you can make a claim. If you have selected a future start date for your cover, then your cover will start from the date you have chosen to sign up.

Yes, we need to pop out and have a look at your system to ensure it is at the required standard for us to take you on our cover plan.

No, we offer an unlimited number of repairs and call outs with all parts and labour included in our Premium Package. There are restrictions on our Essential Package. Additionally, where possible, we will try to carry out your annual boiler service between March and September each year, however appointment months will vary depending on our workload at the time.

Yes, you are under no obligation to have us replace/repair your boiler/system, we would need to make sure it’s been installed to a high standard if you would still like us to cover it. We would obviously love the opportunity to give you a price for a new boiler installation though!

Most of our repairs will be carried out by our own guys. We strive to deliver the best service by our network of engineers. We consistently monitor their work to make sure it is up to Boiler Plan standards where either one of our own engineers or a suitable qualified sub-contractor will carry out the work to a high standard for you.

All our cover plans except our Essential Package offer an unlimited number of call-outs per year with our Essential Package offering 3 call-outs on an annual basis.

We will always try to accommodate you in a time that is convenient for you. If you keep us updated of your availability then we will give a time that best suits you and your engineer will be with you at the allocated time given!

We will offer you a contribution of £750 towards the replacement of a new boiler from Boiler Plan, if you choose to have someone else fit a new boiler for you, then we cannot offer any financial assistance.

All our boiler health check includes the following –

• Boiler controls checked
• Gas rate and pressure tests
• Internal component inspection
• Safety devices are checked
• Water and gas pipework checked
• Electrical inspection
• Seals visual inspection
• Identify corrosion or leaks
• Cleaning boiler parts and combustion chamber

These are all performed by our fully qualified engineers to only the highest standard.

It’s important to get your boiler serviced annually to make sure it’s running efficiently as possible. You don’t have to get your boiler serviced by us, but we will contact you in the weeks leading up to your boiler service to arrange a possible date and time that’s suitable for you. We will ideally strive to have your boiler services in the months between March and September.

Our boiler service will take around 30-40 minutes to complete. Although, you can add an extra 5 minutes if you make our engineer a cuppa.

No, you don’t have to be, however, if you want to be that’s fine. You can also provide us with the contact details of your tenant who can instead arrange an engineer on your behalf. We also offer affordable heating plans for landlords.

We cover all the leading UK boiler brands; a full list is available on request.

No, we don’t. Our cover plans do not cover back and dual-purpose boilers, however, we would be happy to offer you a quote for a replacement combi boiler with a 10 year warranty on a low rate finance plan which would probably be a cheaper monthly payment than a cover plan for a back boiler if you can find this anywhere.

No, we don’t. Our cover plan does not cover solid fuel or oil-fuelled boilers.

Yes, we will cover LPG combi-boilers and heat only boilers.

Yes, if it is within our qualifying criteria.