Question 1

Do you cover my boiler?

Accepted Answer

We service, and repair all makes and models of domestic boilers that are powered by natural gas, with the exception of Potterton Powermax, Britony, Chaffoteaux, Sime, Servowarm and Elm Le Blanc. We do not service or repair: LPG boilers, thermal store boilers, solid fuel boilers, oil boilers, electric boilers, back boilers or dual-purpose boilers.

Question 2

Is there a limit on the age of boiler you cover?

Accepted Answer

No - we're happy to cover your boiler no matter its age as long as it's powered by natural gas, in good working order and not on our list of excluded boilers.

Question 3

When will my cover start?

Accepted Answer

If you're switching from another provider, your cover will start from the moment you set up the plan. If you're not switching from another provider, there's a 14-day exclusion period where your boiler won't be covered.

Question 4

Will you fix an existing fault?

Accepted Answer

We're unable to provide cover for faults or issues that existed before your plan started, as pre-existing problems are excluded from cover under our current plans.

Question 5

How do I book a repair?

Accepted Answer

You can either use your YourRepair customer portal and select "Book a repair", or give our 24/7 repairs line a call on 0330 223 4422 and a member of the repairs team will be happy to help.

Question 6

When will you send an engineer if I need a repair?

Accepted Answer

For emergency repairs, our average response time is two hours. For urgent repairs, our average response time is one working day. For other general repairs, we will try our best to find a day and time slot to suit you.

Question 7

Do I need to pay a fee for a repair?

Accepted Answer

That depends on if you have chosen your cover with or without a fixed fee per repair. If you choose to have cover with a fixed fee, it will mean your monthly payments are less, but you will pay a fixed fee for each repair you receive.

Question 8

What does my annual boiler service include and how do I book it?

Accepted Answer

All of our boiler and central heating cover plans come with an annual inspection of your boiler to make sure it's safe and working properly. This includes: A visual check of the boiler. A flue gas analysis and efficiency test. Removing the boiler cover and inspecting it, if necessary. Checking and adjusting the system pressure, if necessary. Cleaning the condensate trap, if necessary. Checking the boiler is firing up and shutting down safely. Checking that the ventilation and flue are in accordance with current Gas Safety regulations. When you're due a service, we'll automatically allocate an engineer and they'll be in touch to arrange a time and date that works for you. Once we've carried out your service, we'll put confirmation of this in your online portal.

Question 9

What does the £0 / £60 / £95 call-out fee actually mean and does it apply to my annual service?

Accepted Answer

The call out fee is a one-off contribution you pay each time we send an engineer to fix a fault, it is not charged on your annual boiler service. Choosing a higher call out (£60 or £95) lowers your monthly price; choosing £0 means you pay nothing extra when you make a claim. The call out fee covers parts and labour for that repair visit, no matter how long it takes or how many parts are needed.

Question 10

When will my first annual boiler service happen?

Accepted Answer

We carry out all free annual boiler services between January and October, usually around the anniversary of your plan start date. This helps us maintain fast emergency response times during the busy winter months. We'll contact you around a month before services are due to be carried out in your area to arrange a suitable appointment date. If you need your boiler service completed sooner, please call our team on 0330 223 4422 and we'll do our best to accommodate your request.