Whilst Britain is in the grip of arctic temperatures, we are experiencing exceptional demand from our customers. We're currently fixing almost 20,000 boilers per day, which is equivalent to one boiler every five seconds. Our engineers have been working flat out this week to make sure our customers have the heat and hot water they need as freezing conditions caused record heating system issues across the country.

With temperatures between 6 to 8 degrees below the seasonal average, we've received over 200,000 calls since the weekend – more than double the number normally expected at this time of year. Last weekend alone we received a call every three seconds, amounting to 50,000 in total. All of this may mean you do not receive the level of service we would normally aim to deliver. We are doing everything possible to return to normal as fast as we can.

We have drafted in extra service engineer teams and call centre staff to cope with the influx of emergency calls and we've boosted our fleet of vans with 60 brand new four-wheel-drive transits. These vehicles will be strategically placed across the country so our engineers can get to even the most remote spot in a hurry. We're doing all we can to ensure that our customers aren't left in the cold– that's why our engineers now carry electrical fan heaters, which they will leave with the customer if they're unable to fix the problem the same day. The heaters are issued at no extra cost to our customers.

Winter help and advice

Frozen condensate pipe?
One of the most common problems in winter can be a frozen condensate pipe. We've created a short video below which shows how a frozen condensate pipe can be easily thawed.



No heating or hot water?
If you have no heating or hot water we have created this short video to run through some of the simple checks that you can follow that could help resolve the problem. If you still are without heating or hot water after these checks then we recommend you book one of our engineers.



Bleed your radiators?
Check that you radiators are hot at the top and the bottom. If they feel cooler towards the top then you may need to bleed your radiators. To know how to do this simply follow our short video explanation



Need to contact us about your heating or boiler issues?

• If you are HomeCare customer please call 0800 048 1000
• If you would like a quote for one off boiler repairs call 0800 000 999