Home Care in London

A boiler service is a routine safety and performance check carried out by a suitably qualified engineer. The exact checks can vary depending on the boiler, system type and your plan, but a standard service will usually include:

• A visual inspection of the boiler, controls and surrounding pipework
• Checking that the appliance starts, runs and shuts down correctly
• Safety checks on the flue, ventilation and combustion, where applicable
• Checking boiler pressure and visible signs of leaks, corrosion or wear
• Inspecting accessible internal parts where required by the manufacturer
• Cleaning serviceable parts such as traps or filters where this is included and accessible
• Basic checks on radiators, cylinders or heating controls where covered by your plan
• A written service record once the visit is complete

Your plan documents will confirm exactly what is included.

Most Home Care plans include an initial waiting period before you can make a claim. This helps prevent a plan being taken out for a fault that already existed before membership started.

Your confirmation documents will show the start date of your plan, any waiting period, and when you can request your first repair visit.

Our Home Care plans are designed for standard domestic gas boilers and central heating systems in homes within our service area.

Some systems may not be suitable for a Home Care plan, including certain electric boilers, oil boilers, LPG boilers, solid fuel systems, back boilers, renewable heating systems, specialist underfloor heating controls, and systems that are already unsafe or not working when the plan starts.

We may ask a few questions about your boiler before your plan is accepted, including its age, fuel type, location and current condition.

That depends on the plan you choose. Some plans include call-outs with no excess, while lower monthly plans may have an excess payable each time you request a repair.

If an excess applies, we will show this clearly before you complete your plan. You will not normally pay another excess for a follow-up visit for the same fault, provided it is part of the same repair.

Annual boiler servicing is treated separately from repair call-outs, so check your plan summary for how your service is handled.

If you move, contact us so we can update your details and check whether your Home Care plan can continue at the new address.

We will usually need your new address, your moving date, and basic information about the boiler and heating system at the new property.

If the new boiler or property is not eligible, you may need to amend or cancel the plan. Any charges or refunds will be handled in line with your agreement.

Yes. Your agreement will explain your cancellation rights, including any cooling-off period after you first join.

After that period, you can still ask to cancel, but there may be charges depending on your plan, how long it has been active, and whether any repairs or services have already been provided.

We recommend checking your plan documents before cancelling so you know exactly where you stand.

We prioritise urgent problems first, especially where there is an active leak, no heating or hot water, or a safety concern.

For emergency issues, we will aim to arrange the earliest available attendance. Non-urgent repairs are booked into the next suitable appointment based on engineer availability in your area.

If you suspect a gas leak, do not wait for a Home Care appointment. Call the National Gas Emergency Service immediately on 0800 111 999.

Your annual service will be arranged during your plan year, subject to engineer availability and the terms of your Home Care plan.

We will contact you when your service is due so a convenient appointment can be arranged. If you need a specific time of year, let us know and we will try to accommodate it where possible.

You can contact our team if you need help with your Home Care plan, want to update your details, arrange a repair, ask about your annual service, or raise a complaint.

Use the contact details shown in your welcome email, plan documents or customer account. Please include your plan reference where possible so we can find your details quickly.