Gas frequently asked questions
Helpful information
Got a question? Whether it’s about boiler repair, service or installation there’s a good chance you’ll find the answer here, but if not give us a call on 0800 0722 999* quoting AOO1R.
Fixed Price Repair
What does the Fixed Price Repair cover?
For a fixed price we will repair any fault on your domestic gas boiler (excluding repairs required to heat exchangers) up to a value of £600, including the cost of call out, labour, parts and VAT.
What if the repair exceeds the £600 limit?
If the engineer identifies that the repairs required exceed a value of £600, the engineer will provide you with a quotation for the proportion of the repairs exceeding the £600 value. The quotation will cover the labour, parts and VAT required to undertake the repairs over £600.
What does the Fixed Price Repair not cover?
We shall not be able to carry out any repairs or remedial work to the heat exchanger in your Appliance, the hot water cylinder or radiators in your System or any blockages to your System under the Fixed Price Repair, however, we may be able to offer you an alternative repair solution (see Time & Materials). Your Fixed Price Repair also does not include the cost of servicing or general maintenance of the boiler, or the cost of replacing your boiler or central heating system.
How do I know if my boiler needs repairing or replacing?
Our engineers will give you the best advice to make sure that you don’t make any expensive mistakes.
Can you repair any type of boiler or central heating system?
Our engineers can give you the best advice to make sure that you don’t make any expensive mistakes.
- The Gas Boiler must be a domestic conventional boiler, combination boiler or back boiler.
- The Gas Boiler and/or System (as applicable) must:-
(a) run on mains supplied natural gas or liquid petroleum gas (LPG) only;
(b) be used for domestic purposes and not used for commercial purposes;
(c) have been installed and maintained according to the manufacturer’s guidelines;
(d) comply with and meet all relevant laws, regulations and standards;
(e) be easily accessible and located in a safe, well lit and well ventilated area;
(f) not exceed 238,850 BTU/HR 70 KW input in relation to any Appliance.
- There may be some other boilers that we cannot repair from time to time where parts are no longer available.
What if my boiler can’t be repaired?
If we are unable to repair your boiler we will refund to you the cost of the Fixed Price Repair in full. If you require us to, we will also provide you with a quotation for the installation of a new gas boiler and/or gas central heating system. Terms and conditions for our installation service are applicable and available upon request by calling 0800 0722 999*
How much will it cost?
Our expert advisers will be able to give you an up front fixed price for repairs. We offer great value and are extremely competitive and even offer a discount for npower energy customers. Call us on 0800 0722 999*
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Gas Boiler Service
What does the Service include?
- Gas Boilers - Our engineer will conduct a comprehensive 30 point Service of your domestic gas boiler to ensure that you have the utmost confidence in the efficiency and safety of your boiler.
- Gas Fires/ Water Heaters - Our engineer will conduct a comprehensive Service of your domestic gas fire (including gas wall heaters) or gas water heater to ensure that you have the utmost confidence in the efficiency and safety of your appliance.
- The cost of the Service includes call-out, labour and VAT.
What does the Service not include?
Your Service does not include the cost of repairing the appliance or replacing parts to the appliance or any part of the central heating system. We do not Service Gas Cookers, however, they can be inspected as part of a Landlord’s Gas Safety Inspection.
Can you service any type of boiler?
- Gas Boilers - The Gas Boiler must be a domestic conventional boiler, combination boiler or back boiler.
- Gas Boilers/ Gas Fires/ Gas Water Heaters - The Gas Appliance and/or System (as applicable) must:-
(a) run on mains supplied natural gas or liquid petroleum gas (LPG) only;
(b) be used for domestic purposes and not used for commercial purposes;
(c) have been installed and maintained according to the manufacturer’s guidelines;
(d) comply with and meet all relevant laws, regulations and standards;
(e) be easily accessible and located in a safe, well lit and well ventilated area;
(f) not exceed 238,850 BTU/HR 70 KW input in relation to any Appliance.
- There may be some other gas appliances that we cannot service from time to time where parts are no longer available.
How long does the service take?
The service will take approximately 30-60 minutes to complete.
How often should I have my gas appliances serviced?
Most boiler manufacturers recommend that you get your gas appliances (gas boilers, gas fires, gas water heaters, gas cookers) serviced annually.
Why do I need to have my gas appliance serviced?
Having your boiler serviced annually helps to:
- ensure the boiler is operating safely
- ensure the boiler is operating efficiently
- reduce the risk of a boiler breakdown in future
- ensure compliance with any warranty conditions from the manufacturer (if applicable).
How much will it cost?
Our expert advisers will be able to give you an up front price for the service. We offer great value and are extremely competitive and even offer a discount for npower energy customers. Call us on 0800 0722 999*
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Gas Boiler or Central Heating system installation
Why should I invest in a new boiler?
We take our old boilers for granted, relying on them until they breakdown, but when they do go wrong it can be a real hassle. So you may need to replace an old boiler that is becoming unreliable or you may want to replace it with a modern, energy efficient boiler. You could save up to 30% on your energy costs†.
What boiler do I need?
We have a range of boilers and central heating systems to suit all homes and lifestyle needs, fulfilling your heating and hot water requirements. Our advisers will talk you through the different options to recommend the system that is best for you.
How do I choose the right boiler?
When it comes to choosing the right boiler for you, npower hometeam only select from the very best. npower hometeam only install SEDBUK A - rated boilers. A technical expert will visit you and recommend which boiler best suits your home based on your individual household needs.
What does SEDBUK A rated mean?
The Seasonal Efficiency of Domestic Boilers in the UK Rating System is the standard measure of a boiler's efficiency. A rated boilers are the most efficient.
How do I know I’m getting the best advice?
Installing a new boiler or central heating system is a large purchase and you want to be sure that you get it right. Our Technical Experts receive extensive training and before making any recommendations to you, they will survey your property and discuss your requirements for central heating and hot water with you. So you can be sure that the advice they give you will be suitable for your house and your family's lifestyle.
What does the 5 year warranty cover?
The installation includes a 5 year manufacturer’s warranty, from the date of the installation, for any Vaillant gas boiler installed by us. This warranty will cover the labour and equipment used in the installation of your gas boiler. Energy Savings Trust statistics show a new high efficiency boiler could cut your energy bills by around 30%.
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*Calls may be recorded for training purposes.
