Frequently Asked Questions

HeyBoiler provides boiler repair, boiler servicing, gas safety certificates, electrical safety certificates and PAT testing, and new boiler installation across selected London boroughs.

We cover Barnet, Brent, Camden, Croydon, Ealing, Hammersmith and Fulham, Hillingdon, Hounslow, Kensington and Chelsea, Kingston upon Thames, Lambeth, Merton, Richmond upon Thames, Southwark, Sutton, and Wandsworth.

Yes. Our services are designed for both homeowners and landlords, including compliance-focused visits such as gas safety and electrical safety certificates.

Yes. We support owner-occupied homes, buy-to-let properties, flats, houses, HMOs, and other residential properties within our coverage area.

Yes. You can book online and choose the service that best matches your issue. If you are unsure, contact us and we can guide you to the right booking.

Same-day appointments are available when capacity allows. Emergency work is prioritised, especially for loss of heating or hot water.

Urgent boiler repair visits are available Monday to Saturday, 7am to 7pm. Other services can be booked based on availability.

Yes. HeyBoiler services are built around clear, upfront pricing, and any optional or additional work is quoted before it goes ahead.

Gas work is carried out by Gas Safe registered engineers. Electrical safety work is carried out by a certified electrician.

Book as soon as you notice a fault. Problems such as leaks, pressure loss, ignition issues, strange smells, or repeated shutdowns can worsen and may turn into a full breakdown.

Prices start from £80 +VAT for a CP12 gas safety certificate.

Prices start from £80 +VAT for an annual boiler service.

Prices start from £150 +VAT for electrical safety certification and PAT testing.

Boiler repair visits start from £90 +VAT call-out, with labour and any parts quoted separately after diagnosis.

New boiler installation starts from £1,800 +VAT. Final pricing depends on property layout, boiler type, flue route, controls, and any required system upgrades.

Yes. Boiler installations include free quotes, and we can advise on the best setup for your home before you commit.

A standard boiler service often takes around 45 to 90 minutes depending on the boiler type, accessibility, and whether additional checks are needed.

A CP12 gas safety certificate visit usually takes about 30 to 60 minutes for a straightforward property, but longer if there are multiple appliances or access issues.

PAT testing time depends on how many appliances need testing. A small residential job may be quick, while larger landlord or HMO properties take longer.

Diagnosis time varies by fault. Straightforward problems may be identified quickly, while intermittent or multi-part faults can take longer.

Many standard swaps can be completed in a day, but some installations take longer if pipework, flues, controls, or system changes are required.

We aim to provide clear pricing from the start. If extra work or parts are needed after diagnosis, we explain the options and quote before proceeding.

Yes, or you should arrange access through a responsible adult, tenant, managing agent, or key holder so the engineer can inspect the system safely.

It helps to share your postcode, boiler make and model if known, whether you have no heating, no hot water, or both, any fault code showing on the display, and whether the issue is urgent.

Yes. Many customers only know the symptoms, such as a leak, a cold house, or no hot water. We can help identify the right service or emergency visit.

Optional repairs are quoted separately. The inspection, service, or certificate does not automatically include parts or remedial work unless stated in the quote.

Yes. Returning customers can receive priority booking for urgent boiler repairs.

The visit includes a CP12 gas safety inspection covering gas appliances and related flues, plus a digital or printed certificate. Optional repairs are quoted separately if needed.

A CP12 is the record issued after a gas safety check on gas appliances and related flues in a rental property. Landlords typically use it to show annual compliance.

Landlords generally need an annual gas safety check by a Gas Safe registered engineer for rental properties with gas appliances.

Yes. A digital or printed certificate can be issued on the spot once the inspection is complete.

Do not delay if you notice black marks around an appliance, pilot light problems, repeated shutdowns, or anything that suggests unsafe operation. If you suspect a gas emergency, follow emergency safety guidance immediately.

No. They are related but not identical. A gas safety certificate focuses on legal gas safety checks, while a boiler service is a maintenance visit aimed at safe and efficient performance. HeyBoiler offers both as separate services, and many customers book them together.

A boiler service typically includes visual checks, safety checks, combustion and flue checks where appropriate, cleaning of key components if required by the manufacturer, and confirmation that the boiler is operating correctly.

Annual servicing is widely recommended because it helps keep a boiler operating safely and efficiently and may also support warranty conditions.

Yes. Annual servicing is most useful before a breakdown happens. Many faults develop gradually and are easier to manage when found early.

Yes. This is a common time to arrange servicing and gas safety certificates so the property is ready for the next tenant.

A well-maintained boiler may run more efficiently than a neglected one, especially if components are dirty or settings are off. The exact saving depends on the system condition and usage.

It can reduce the risk by catching wear, poor combustion, blocked components, or pressure-related problems early, but no service can guarantee a boiler will never fail.

Yes. We can service the main domestic boiler types commonly found in London homes.

We explain the issue, tell you whether the boiler is safe to use, and quote separately for any recommended repair work.

The service includes an EICR by a certified electrician, PAT testing for portable appliances where requested, clear reporting with risk grading, and advice if remedial work is needed.

An EICR is an Electrical Installation Condition Report. It assesses the safety and condition of a property's fixed electrical installation.

PAT testing checks portable electrical appliances for safety. It is commonly used for landlords, HMOs, and managed properties.

Landlords, HMO operators, home buyers, and property managers often need electrical safety reporting to manage compliance and reduce risk.

Not always. EICR covers the fixed installation, while PAT testing covers portable appliances. Some properties need one, some need both.

Yes. The report includes clear findings and risk grading, along with advice if remedial work is recommended.

Yes. PAT testing is especially useful where tenants are supplied with portable appliances by the landlord or managing agent.

Yes. If you need both, tell us when booking so we can coordinate the right services.

Yes. Boiler Repair covers everything from urgent breakdowns (no heating, no hot water) to non-urgent faults like a fault code or an intermittent issue — it's one service, with urgency affecting how quickly we prioritise the visit rather than which service you book.

No heating, no hot water, a boiler that will not fire up, a leak from the boiler, or a winter breakdown affecting vulnerable occupants are all common reasons to request urgent help.

The visit includes engineer dispatch (rapid, for urgent cases), diagnosis, a temporary fix where possible, and upfront pricing for any extra work needed.

Often yes. Same-day response is available when schedules and location allow, and is prioritised for urgent cases.

Check whether the thermostat is calling for heat, whether the pressure is low, whether the condensate pipe may be frozen in cold weather, and whether there is a fault code on the display. If you smell gas, do not keep testing the boiler.

Not always. Some faults need replacement parts or further testing. Where possible we aim for a first-visit fix or a safe temporary solution.

Yes. That is a common boiler fault pattern and can be caused by several issues, including diverter valve or control problems in some systems.

Yes. This can happen because of settings, thermostat issues, air in radiators, valve problems, or system faults depending on the boiler type.

Yes. Boilers can switch off due to pressure issues, thermostat faults, frozen condensate pipes, overheating, or internal component faults.

Yes. Fault codes are useful clues and help narrow down the likely issue, although final diagnosis still depends on inspection and testing.

Yes. A frozen condensate pipe is a common winter issue on condensing boilers and can stop the boiler from running.

A leak should be treated seriously. Water can damage internal components and surrounding areas, and the underlying cause can range from pressure problems to failing seals or corroded parts.

Treat that as an emergency. Turn off the gas supply if it is safe to do so, open windows, avoid flames or electrical switches, leave the area, and contact the National Gas Emergency Service and a Gas Safe professional.

We assess older boilers where possible, but if parts are obsolete or the repair is poor value compared with replacement, we will explain your options.

Installation includes a home assessment, boiler recommendation, removal of the old unit, installation of the new boiler, system testing, handover, warranty registration, and a gas safety check.

Replacement is often worth considering if the boiler is old, unreliable, inefficient, uneconomical to repair, or has recurring faults. The decision depends on age, condition, repair cost, and parts availability.

Yes. We assess your property, hot water demand, space, and heating system to recommend a suitable boiler type and output.

Yes. Removal of the old unit is included as part of the installation service.

Yes. Manufacturer warranty registration is included with new boiler installations.

Yes. System testing and handover are part of the installation process so you know how the new boiler operates before the job is completed.

Yes. Modern boilers are generally more efficient than older models, and we can recommend options that better match your home and usage.

In many cases yes, but it depends on your home, hot water demand, pipework, cylinder space, and budget. A system change is more involved than a like-for-like replacement.

It can, especially if your current boiler is very old or inefficient. Savings vary based on insulation, controls, usage, and the condition of the wider heating system.

Yes, subject to access, flue position, and the suitability of the system for the property.

Good questions include what boiler type suits the property, what output is needed, whether controls should be upgraded, how long the work will take, and what warranty is included.

For many installations, yes. A survey helps confirm boiler size, flue route, condensate disposal, controls, pipework, and any system changes needed.

The main domestic boiler types in the UK are combi boilers, system boilers, and regular or conventional boilers. Most modern gas boilers are also condensing boilers.

A combi boiler heats water directly from the mains as needed and does not usually need a separate hot water cylinder, which makes it popular in many flats and smaller homes.

A system boiler works with a separate hot water cylinder but keeps most major heating components built into the boiler, making it suitable for homes with higher hot water demand.

A regular boiler, sometimes called a conventional or heat-only boiler, usually works with a hot water cylinder and a cold water tank and is often found in older heating systems.

A condensing boiler is designed to recover more heat from the flue gases, improving efficiency compared with older non-condensing designs.

An electric boiler uses electricity rather than gas to heat water for the heating system. They are less common than gas boilers but can suit some properties where gas is not available.

A combi boiler is often a strong option for smaller properties with modest hot water demand because it saves space and does not usually need a cylinder.

A system or regular boiler can be better where the property has multiple bathrooms or higher simultaneous hot water demand.

Many modern boilers can work with smart thermostats or upgraded controls, though compatibility depends on the specific model and system setup.

Common combi boiler problems include no heating or hot water, low pressure, leaks, frozen condensate pipes, ignition faults, thermostat issues, and boiler lockouts.

This can happen if the heating is turned off in settings, the thermostat is not calling for heat, there is a valve issue, or there is a fault affecting the heating side of the system.

Possible causes include a diverter valve fault, sensor issue, control problem, or another internal component failure depending on the model.

Low pressure is often linked to leaks, faulty components, bleeding radiators, or other system faults. Repeated pressure loss should be investigated rather than topped up again and again.

Kettling can be linked to limescale build-up, poor circulation, trapped air, overheating, or faults affecting heat transfer and water flow.

This can happen because of ignition problems, low pressure, overheating, frozen condensate pipes, or a fault in one of the control or safety components.

Typical issues include no heating or hot water, cylinder heating issues, pressure loss, leaks, pump faults, thermostat problems, and noisy operation.

Possible causes include a faulty cylinder thermostat, motorised valve issue, pump problem, controls fault, or poor circulation.

Yes. Many sealed heating systems can lose pressure because of leaks, bleeding radiators, expansion vessel issues, or internal faults.

They often are, because the stored hot water cylinder can support higher demand than many combi setups.

Common issues include no heating, poor hot water performance, tank and valve issues, pump faults, air in the system, leaks, and control problems.

Cold radiators can be caused by trapped air, balancing problems, valve issues, pump faults, sludge, or a boiler or controls problem.

Often yes, but it depends on the property, water pressure, hot water demand, and whether the conversion work fits your budget and goals.

Common issues include frozen condensate pipes in winter, pressure loss, ignition problems, leaks, noisy operation, and general component faults.

A frozen condensate pipe happens when the waste pipe that carries acidic condensate from a condensing boiler freezes in cold weather, which can cause the boiler to stop working.

The boiler may lock out during freezing weather, and there may be gurgling or visible ice around the external condensate pipe.

Yes. On many condensing boilers, a blocked or frozen condensate line can stop the boiler from firing safely.

If your property uses an electric boiler, tell us when booking so we can confirm the right service route. Electric systems differ from gas boiler services and safety checks.

Electric boilers can be efficient at the point of use, but running costs depend heavily on electricity tariffs and the property's wider setup.

Regular maintenance is still sensible even though the safety regime is different from gas appliances.

Common reasons include low pressure, thermostat settings, frozen condensate pipes, ignition faults, power supply issues, or a boiler lockout caused by an internal problem.

This often points to a boiler-wide fault such as low pressure, ignition failure, frozen condensate, a control issue, or another safety lockout.

This pattern can be caused by a diverter valve issue in combi boilers, sensor problems, controls faults, or other internal component failures.

This can be caused by thermostat settings, motorised valve faults, trapped air in radiators, pump issues, or a heating-side control problem.

Low pressure can be caused by leaks, recently bled radiators, internal faults, or other heating system issues. The ideal operating pressure varies by appliance, but many domestic boilers run around the low 1-bar range when cold.

High pressure can be linked to overfilling, expansion vessel problems, or faults in the heating system. Persistently high pressure should be checked before it causes leaks or shutdowns.

Boiler leaks can be caused by excessive pressure, worn seals, corroded components, or faulty internal parts. A leak should be treated seriously and checked promptly.

These noises can indicate kettling, trapped air, circulation problems, scale build-up, or pressure-related issues. Some operational sounds are normal, but unusual new noises deserve attention.

Possible causes include low pressure, thermostat faults, frozen condensate pipes, overheating, pump issues, or internal component failure.

A boiler may fail to ignite because of gas supply issues, fan or gas valve faults, frozen pipes, ignition component problems, or other internal safety faults.

Repeated pilot light failure can indicate a fault that needs professional attention. If it will not stay lit, arrange an inspection rather than repeatedly relighting it.

Radiators that are cold at the top often have trapped air and may need bleeding. If the problem keeps returning, the wider system may need checking.

This can happen due to balancing issues, trapped air, sludge, valve faults, or circulation problems.

The issue could be with the thermostat batteries, settings, communication, wiring, zone valve, or the boiler and control interface itself.

Kettling is the term used when the boiler makes a kettle-like noise caused by overheating water or poor circulation, often linked to limescale or internal flow issues.

Note the exact code, check the manufacturer manual if you have it, and include the code when booking. Fault codes help narrow down the problem but do not replace diagnosis.

Not every noise means danger, but leaks, strong smells, repeated shutdowns, and unusual noises together can indicate a serious fault that should be checked.

A strange smell can come from dust burning off, but if there is a gas smell or signs of unsafe combustion, stop using the appliance and seek urgent professional help.

Landlords commonly book gas safety certificates, boiler servicing, electrical safety certificates, PAT testing where needed, boiler repairs between tenancies, and boiler replacement for aging systems.

Yes, as long as access is agreed and someone responsible is available to let the engineer in and provide safe access to the appliances.

Tenants can contact us, but in many rental situations the landlord or managing agent should approve chargeable repair work.

Treat it as urgent. Heating and hot water failures should be dealt with quickly, especially in cold weather or where vulnerable occupants are affected.

Yes. This is a smart time to schedule servicing, safety checks, and any needed remedial work before new tenants move in.

That depends on age, reliability, efficiency, cost of repair, and parts availability. If faults are recurring or repairs are becoming uneconomical, replacement may offer better long-term value.

There is no single age that makes replacement mandatory, but older boilers are often less efficient, more fault-prone, and harder to repair because parts may be discontinued.

Sometimes a leak can be repaired, but the answer depends on where the leak is, how severe it is, and the overall age and condition of the appliance.

If pressure keeps dropping, do not treat topping up as a permanent fix. Repeated pressure loss usually means an underlying leak or component fault that should be diagnosed.

Often yes. A service can reveal wear, poor combustion, corrosion, or repeat risk factors that help you decide whether to keep repairing or plan a replacement.

Repair cost depends on diagnosis time, replacement parts, boiler brand and age, ease of access, and whether the fault is isolated or part of a wider system issue.

Cost depends on boiler type and output, whether the job is a straight swap or a system conversion, flue route, controls, filters, pipework changes, and disposal of the old unit.

For most households, yes. It helps manage safety, efficiency, reliability, and early fault detection, and it may also support manufacturer warranty terms.

Yes. Modern room thermostats, timers, and smart controls can help reduce waste by running the heating more precisely.

It can if air is trapped in the system. Cold tops on radiators are a common sign that bleeding may help restore heat output.