Boiler and heating care

If you’ve picked one of our boiler or central heating care plans, it comes with an annual service and unlimited call outs.

Initial safety inspection and service

When you buy a care plan, we’ll give you a 14 day ‘cooling off’ period then call to arrange a safety inspection and service. Or if we can’t get in touch over the phone, we’ll send you a letter and ask for you to get in touch.

Annual service

If you’ve renewed your care plan, we’ll call to set up your annual service just before it’s due. We’ll always try and get it as close to your initial inspection or most recent service. And if we can’t get in touch, we’ll send you a letter and ask for you to call us.


If there’s a problem with your boiler – such as having no heating or hot water – our troubleshooting videos can give you a hand. Otherwise, just give our service and repair line a call and we’ll be happy to help.

We’ll call on the day of your appointment and give you an estimated arrival time.

npower care products: only available in mainland UK. Subject to eligibility. Terms, conditions and exclusions apply and can be found at Prices subject to change. If you cancel before the end of your 12 month care contract, we may retain and/or recover any reasonable costs/expenses incurred by us (up to the value of your remaining payments).

Unlimited callouts, all parts and labour included: Provided that the boiler is not beyond economic repair (BER). No repairs can be carried out in the first 14 days. £50 per callout charge applicable. All repairs guaranteed for 12 months: We will guarantee all parts and labour on a repair to the customers’ appliance for 12 months from the date of the repair.

Replacement Boiler: Where we find your boiler to be BER and is less than 7 years old we will replace it with a new boiler that we have selected as being an appropriate replacement. The replacement of the boiler includes the cost of installing it but does not include the cost of any upgrades required to your heating system that you may request or which is required by legislation or the cost of moving the boiler. We will not pay the costs of another installer replacing the boiler, provide a cash alternative or provide a discount against the cost of a replacement boiler by another installer. Where your boiler is more than 7 years old and we find it to be BER, you may be entitled to a £450 discount off the cost of a replacement boiler installed by one our Selected Installers. (Details of the Selected Installers shall be provided to you on request if applicable).