FAQs

General

? My funds have been taken before my boiler has been installed, why is this?

All payments aim to be taken after the boiler has been installed. However, as mentioned in our terms and conditions, in some cases they will be taken the 6th day from entering your card details on our website. This can be found in our terms and conditions.

? Do I have to order online, or can I speak to someone?

Of course! You can Call 01924 925912 and speak to a member of our advisers in the office! They will be able to answer any questions you may have and place the order for you!

? Coronavirus Information & Update 2021

We are still installing boilers throughout lockdown areas safely. Read our coronavirus update here:

** Our COVID-19 policy – Updated for 2021**

We are committed to keeping you warm this winter. Even with the strictest lockdown measures in place, you can still have your boiler installed by Boiler Central. We are committed to keeping the installation 'contact-free' and have measures in place so that you and our installers can be the safest from coronavirus.

Guidelines for our installers who will be fitting your new boiler:

• Clean and disinfect vans inside and out.
• Clean all tools with a disinfectant spray
• Spray all areas and wipe down where you are working
• We have supplied gloves and overshoes to prevent cross-contamination
• Please ask all customers to leave you alone in any room you are working in and clean down anything you will be touching.
• Our installers are told not to accept drinks and food at the installation
• Clean down big change (mobile tablet) device before and after a visit

If you have any questions please contact us with your query.

? How does the extended warranties work?

When we offer an extended warranty on Worcester Bosch and Viessmann boilers, at selected times, this works as below:

- You get a manufacturer warranty with Viessmann or Worcester Bosch, the manufacturer. This includes call-outs, parts and labour - you can use ANY Gas Safe registered person or company, and this would be valid as per your terms with your manufacturer.

- Boiler Central then extend this warranty by 2-years which is exclusive to us. This warranty period is carried out by ourselves and also includes parts, labour and call outs.

As long as you get you boiler serviced annually, you will qualify for the 10-year manufacturer's warranty as mentioned above. If you would like to take advantage of our free extended 2 years, then your boiler must be serviced by us every year. This is so that we can be sure that your boiler has been serviced to our high standard so we can be comfortable in offering this exclusive extended warranty period.

What's the catch? There isn't one.

We charge £60 to £80, including VAT, for an annual boiler service which includes a FREE Gas Safety Certificate as standard (most companies charge extra for this), and we can provide Landlord documents free of charge too. This is the typical price you would pay any Gas Safe engineer to service your boiler in the UK, if not at the cheaper end. We can not give 2 years extended warranty on any work that we can not guarantee the quality and experience of, that our Gas Safe installers have, hence why for the extra 2 years, you need to have it serviced by us.

You can call us annually and we will come out and service your boiler on a one-off fee for £60 to £80 including VAT, or you can sign up to one of our boiler and home cover plans.

3 out of the 4 plans that we offer have an annual boiler service included in your monthly price, so you will never have to worry about paying anything more for your annual boiler service. Some of these plans cover things such as your radiators, lost keys, electrics, internal and external plumbing, home security systems, leaks and many other home emergencies. Take a look at our boiler cover plans: click here

? How do I send my photographs to you?

When you have completed your order, you will be emailed with your order information and here the email address is provided for you to email photographs to.

We also have a dedicated Whatsapp number where you can text us your photographs - after all, it is 2021!

Soon you will also be able to send us your photographs through Facebook messenger too.

? Why are your Viessmann boilers so cheap?

That's simply down to the huge volume that we sell through this website. Plus, we have no salesperson commission to pay :)

? Is there a difference between private and landlord warranty lengths?

No, the boiler warranty is the same length no matter who purchases the boiler. We offer a market leading 12 year warranty on all new Viessmann boilers :)

? Is my price fixed?

The price that our website gives you for your property is a fixed price and you will not be charged extra on the day of installation. The cost includes the boiler, any pipework upgrades, a new boiler flue, thermostat setup and everything else. All done by a Gas Safe registered installer.

? Will my old boiler and/or tanks be removed from my property?

Yes absolutely. We always take away the old boiler and any tanks, hot water cylinders and also cold water tanks where possible. The only time we do have issues with this is if tanks are up in a loft - they are often larger than the access hatch so we would drain them down and have to leave them there. You can also opt to keep any of your existing boiler or tanks if you wish.

? I am a landlord, can I buy a boiler?

Yes you just need to ensure the installation address is the one that you put in at checkout and not your home address. If you would like to purchase more than 1 boiler, you need to re-do the buying process again. It only takes a few minutes anyway :)

? Can I really buy a boiler online?

Absolutely! We ask the same questions that a surveyor (salesperson!) would do about your home, and once you have ordered we ask for some pictures of your existing boiler and a few other pictures and that's all we need. Boilers seem complex, but as long as our guys carry extra kit, your boiler will be getting installed on your installation date with no additional costs to pay.

? I have Power of Attorney/Court of Protection over a plan holder. How do i inform you?

We would need a copy of the Power of Attorney, the Court of Protection document or a letter of authorisation from the customer.
Please email to hello@boilercentral.com

? How do I cancel or transfer the service plan if the plan holder has passed away?

Please email hello@boilercentral.com and we will get in contact with you.

? How can I cancel my service plan?

To cancel your plan please email hello@boilercentral.com

? How do I update my marketing information?

To update marketing preferences or removing yourself from mail please call 0330 043 0114.

? How do I sort a renewal?

You will be notified 30 days before the renewal date advising you on the renewal or any changes.
We will automatically renew your plan if you have not cancelled before your renewal date.

? How do I update my existing contact details?

Please email hello@boilercentral.com or call 0330 043 0114 to update contact details.

? Do your plans include servicing and/or repairing gas fires?

No, our plans don't cover gas fires.

? Can I get a cover plan if I have a flat or apartment?

Yes certainly, we cover all types of property.

? What is the maximum/minimum value repair available?

Boiler Breakdown Cover Basic and Boiler Breakdown Cover 250 policies, the claim limit is £250 per claim.
Boiler Breakdown Cover Essential and Boiler Breakdown Cover 500 policies, the claim limit is £500 per claim.
Boiler Breakdown Cover Premium and Boiler Breakdown Cover 1000 policies, the claim limit is £1000 per claim.

? Can I pay annually direct debit instead of monthly?

No, we only offer monthly direct debit at the moment.

? Can I change my direct debit?

If you wish to change your bank details for the direct debit please call us on: 0330 043 0114

? Can I pay by monthly direct debit?

Yes all of our plans are paid by direct debit, we do not offer card payment.

? Do you need to inspect my boiler before I can join?

No, by signing our service agreement you are confirming that your boiler and central heating is in good working condition.

? Does my boiler need servicing before I can join?

No, providing you have no pre-existing faults with your boiler and central heating system.

? What are the following steps after I have taken out my plan?

When you take out a new plan with Boiler Central you will within 14 days receive your policy schedule.

? If I am interested in signing up is it possible to speak to someone over the telephone?

Yes of course! Our customer care team will ensure you are set up with the correct support and service for you.
We're available on 0330 043 0114
Monday to Friday 9am - 5pm

? How soon does my plan start if I sign up today?

You cannot make a claim within 14 days of the sign-up date.

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About us

? What is your Gas Safe Number?

Our Gas Safe Register number is 656542

? Who installs my boiler?

We aim to use our employed Gas Safe engineers to carry out your boiler installation however in some of the busier periods we may use some of our vetted, trusted and equally as amazing sub contractors. All subbies have been vetted extensively by us to ensure only the highest quality workmanship and professionalism at all times.

? Who are Boiler Central?

Boiler Central facilitate the sale of new boilers, boiler cover and home cover services and products. Known as the ‘Uber for Boilers’ we make buying a boiler a fully online process to put an end to inconspicuous companies visiting your home to sell you a boiler too big for your home. Our prices are fixed - the price you see at the end of your 10 questions is the price you pay. Nothing more, nothing less.

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Ways to pay

? I’m a tenant, can I take out finance for a new boiler?

Unfortunately, as a tenant you are not able to take out the finance for your new boiler, however your landlord can! Speak to them and they can call us to discuss!

? Can you pay via PayPal?

Absolutely, you can either select this option at the pay section of our website or simply call us on 01924 925912 and order with a member of the team and they will be able to provide a PayPal link!

? Can we pay via Bank Transfer?

Absolutely, you simply need to call us on 01924 925912 and order with a member of the team and they will be able to provide with details to transfer!

? How long can I take finance over?

If you are taking out interest free finance, you can take this over 1-2 years. Our 9.9% APR Finance option can be spread over 3, 4, 5, 7 or 10 years.

? Do you accept American Express?

We do! We accept all major credit card companies.

? Can I put down a larger deposit than £750?

When doing finance, you can pay up to 50% at a deposit! In order to do this, please call 01924 925912 and speak to one of our Boiler Advisers.

? Can I pay with credit or debit card?

Yes you can pay securely online with any debit or credit card, of which the balance is taken AFTER your boiler is installed.

We take a pre-authorisation of your card (similar to a hotel booking, where you pay when you get there) and then after your boiler is installed and fully working, we then take the payment from your card. So essentially, it's risk-free as you don't pay until your boiler is installed.

Our payment gateway is the highest level of encrypted security levels available.

Our payment provider is Stripe who's 100% secure API is expertly coded into our website.

? Do I need to pay a deposit?

No, we offer £0 deposit finance for everyone on our interest bearing finance plans. Choose from 3, 4, 5, or 10 years finance, or 0% interest-free spread over 1 or 2 years.

? Can I pay my finance off early?

Yes you can contact the lender who your loan is with and pay your loan off early - they all accept early repayment.

? Do you offer interest free credit up to 2 years?

We offer 0% interest-free over 1 and 2 years on selected boilers.

? How can I pay?

For all new boilers, whether that is a combi or system boiler, you can pay by and debit or credit card using our fully secure Stripe payment gateway.
You can also pay by finance if you wish to spread the cost of your new boiler over a period of up to 10 years.
All boiler cover plans are only payable by direct debit through our secure Go Cardless Ltd payment gateway, again which is 100% secure.

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Poor Credit

? What if I have poor credit and require finance?

If you think you have poor credit then you can still apply for finance. If this fails and none of our lenders are able to offer you credit then Yorkshire Boilers Ltd will call you as they do have a facility to offer homeowners a poor credit option. This option is not finance, it is an agreement, and is not regulated by the FCA.

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Installation

? Do you install on weekends?

We do have installation days on Saturdays, book early to secure!

? Are my engineers, Gas Safe and Boiler Specific Accredited?

All our engineers are Gas Safe registered and are accredited in the boiler brand they are installing. All engineers are vetted before given work.

? Is a chemical flush included in the fixed online prices?

Yes, we complete a cold water chemical flush for all new boiler installations.

Please note: We do not power flush. A power flush is a high-pressure flush of your radiators and is only required if your radiators have extremely poor performance and you can not, or do not wish to, purchase new ones. A power flush is not recommended in most cases as it can cause sediment and debris that was previously not causing any issues, to now start moving around the system.

? Are magnetic filters supplied with all boilers?

Yes - we include a magnetic filter, free with all boiler installations.

? When will my boiler be installed?

When you complete checkout, you will pick a date that you would like your boiler installing on. This can be a day that suits you. The installer will turn up between 7.30am and 10am on the day of your installation with all of the tools to fit your new heating system.

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On The Day

? When should I expect my engineer to arrive at my property?

Engineers aim to arrive between 8am and 10am.

? I am having a boiler installed today, Where is my engineer?

Engineers aim to arrive between 8am and 10am. If your engineer has not arrived by 10am, you can chase this by going to our help page. Submit the form and a member of the team will chase the engineer and call you with an update.

? How long does installation take?

Usually within 4-6 hours for a boiler swap, however if you're converting from a system boiler to regular to a combi then this can take up to 2 days. 2 days is also normal for a back boiler to combi boiler conversion.

? Will I need to do anything on the day?

We just need an electricity supply so that we can test the boiler once it’s installed and obviously someone to be there from 7.30am to open the door! Many of Yorkshire Boiler’s engineers like a good cup of tea, if available!

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Aftercare

? Does Boiler Central register my warranty?

Yes, we register your warranty on your behalf so you don't have to.

? Is there any call out charges for warranty claims?

No, if you have a call out for a warranty claim, the boiler manufacturers that we sell on Boiler Central do not charge call out fees for warranty claims.

? Will my boiler be registered?

Yes, Yorkshire Boilers register all boiler installations so that we are accountable for your install. We are fully insured and Gas Safe registered for your peace of mind.

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