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Boiler Maintenance & Support Frequently Asked Questions

Boiler Maintenance & Support Frequently Asked Questions

  1. What does Boiler Maintenance & Support entitle me to?
  2. When will you carry out my Annual Service?
  3. My boiler’s broken what should I do?
  4. What if my boiler cannot be fixed?
  5. How do I make my payments for Boiler Care?
  6. I’ve applied for a Boiler Care product but I’ve changed my mind?
  7. What happens at the end of my Boiler Care plan?
  8. If I move house can I take my Boiler Care product to my new home?
  9. Can I apply for Boiler Care if my supplier for gas or electricity is not ScottishPower?
  10. Will I be charged a call-out fee?
  11. How long does my plan last for?
  12. When will my plan start?
  13. How do I cancel my plan?
  14. What boilers are eligible?

 

1. What does Boiler Maintenance & Support entitle me to?

We work with Domestic & General, the UK’s leading specialist warranty provider, to offer boiler maintenance and support plans to our customers.

Boiler Care consists of the following products:

  • Boiler & Service Care
  • Boiler, Radiator & Service Care
  • Landlord Boiler Care
  • Boiler Annual Service

The level of protection depends on the Boiler Care product you choose. Further details are provided in these Terms & Conditions

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2. When will you carry out my Annual Service?

To make sure everything’s running smoothly before the winter months, your annual service will usually take place between April and September

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3. My boiler’s broken what should I do?

Call straight away on our free number - 0800 111 4686 (it’s open 24 hours, 7 days a week). One of the advisers will discuss your breakdown and can arrange for an expert Gas Safe registered engineer to visit your property. There is a repair limit of £1,500 each year. Please refer to our Terms & Conditions for full details.

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4. What if my boiler cannot be fixed?

If required, you’ll receive a replacement boiler worth up to £750. The plan will not cover the cost of installing the replacement boiler. Please refer to our Terms & Conditions for full details

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5. How do I make my payments for Boiler Care?

Your payments will be collected through monthly Direct Debit Please refer to the Direct Debit Guarantee for further details.

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6. I’ve applied for a Boiler Care product but I’ve changed my mind?

We want you to be completely happy with your decision to take Boiler Care from ScottishPower and you have a 14-day cooling off period from the moment you receive your welcome pack. Please let us know by calling us on 0800 001 5214.

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7. What happens at the end of my Boiler Care plan?

Domestic & General will automatically renew your plan so that you can continue to enjoy the benefits of your Boiler Care product.

We’ll write to you at least 6 weeks before the end of your plan to advise that you’re approaching your plan renewal date. The letter will contain details of your monthly payments for the year ahead.

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8. If I move house can I take my Boiler Care product to my new home?

You can’t take your current Boiler Care product with you. However if you call us we can easily arrange to set up a new plan for one of our boiler care products at your new home. Please contact us on 0800 001 5214, (lines open Monday to Friday 8am - 8pm, Saturday 8am - 5pm).

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9. Can I apply for Boiler Care if my supplier for gas or electricity is not ScottishPower?

Yes, you don’t need to be a ScottishPower energy customer, or have one of our boilers, to apply for one of our Boiler Care products. Find out more about our range of boiler care packages here.

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10. Will I be charged a call-out fee?

If you’ve purchased a plan with a call-out charge (your Welcome letter will outline your call-out charge), you must pay this before the visit is arranged. The call-out charge is payable via credit or debit card. The call-out charge is not payable if you require a second onsite visit within 30 days of a previous visit.

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11. How long does my plan last for?

Your plan will last 12 months and will automatically renew each year ensuring there’s not a break in your care. We’ll contact you before each renewal.

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12. When will my plan start?

A wait period of 30 days from date of sale of this product applies to the maintenance and support service of your contract. Any services carried out within 30 days of date of sale will be subject to charge. Within this period we can provide the details of a repairer in your area, but any charge for work carried out cannot be reclaimed from us.

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13. How do I cancel my plan?

If you change your mind and wish to cancel then all you have to do is call 0800 001 5214 (lines open Monday to Friday 8am-8pm, Saturday 8am-5pm)

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14. What boilers are eligible?

Your boiler must be:

  • owned by you and used for personal and non-business purposes only (for the avoidance of doubt products located in leased-out domestic homes are eligible);
  • in good working order and under 15 years old when you take out the plan; and
  • located in the United Kingdom

Your boiler cannot be:

  • a warm air unit; electric, LPG or oil boiler or combined heat power unit;
  • a commercial or industrial grade boiler/controls, such as one with more than 200,000 BTU/HR 58.6K input; or
  • located on a boat or in a mobile home.

Note: each Boiler Care plan only applies to a single boiler. Any additional boilers would need to be looked after by a separate plan.

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Updated by ScottishPower | 7 May 19

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