Frequently Asked Plumbing and Heating Questions
Got a question for our plumbing and heating experts?
Browse our FAQ’s below, or get in touch with the SecureHeat team.
SecureHeat FAQ's
A SecureHeat Cover plan is designed to give you peace of mind when it comes to your home plumbing, heating and electrics*. Our Bronze, Silver and Gold plans cover the following:
- Boiler Breakdowns
- Boiler Repairs
- Boiler Service
- Gas Fire Service
- Gas Hob Service
- Gas Pipework
- House Plumbing
- Heating Breakdowns
- Heating Repairs
- Cylinder Leaks
- Cylinder Repairs
- Pipework Leaks
- Underfloor Heating
- Pipework Repairs
- Control Repairs
- Central Heating Pump Repairs
- Internal Drains
- Internal Waste Pipes
- Tap Repairs
- Electrics*
*Electrics are covered on our Plumbing, Heating and Electrics plans only.
A SecureHeat Cover plan does not cover the following:
- Accidental damage
- External drains
- Excessive sludge
- Excessive scale
- White goods
A call out includes both emergency and maintenance visits. If you have an urgent or non-urgent issue with your plumbing, heating or electrics* you can call our team on: 0118 327 4020.
*Electrics are covered on our Plumbing, Heating and Electrics plans only.
On our Silver and Gold plans, all materials and parts needed to resolve the issue are included, up to a set amount outlined on your plan. Any cost of materials exceeding this amount will be charged at the going rate.
With SecureHeat Bronze you have 5 call outs with no excess to pay. Once they have been used, you will need to pay £65+VAT for an engineer to attend. With Silver & Gold cover, there are no excess call outs fees.
Your annual service covers all gas/oil appliances to be serviced, checked for wear and tear and certificated in the form of a CP12 for gas and CD11 for oil. These certificates are a legal requirement if you’re selling your property or letting it out. They are also recognised with all manufacturers for any warranty that you may have.
Yes, we cover all internal drains, whether it’s a bath, toilet or sink.
Once you have signed up for a SecureHeat cover plan, you can login and book an appointment via your online customer portal using the ‘My Account’ tab. Alternatively, you can call our friendly team on 0118 327 4020 to book a call out or service.
Your SecureHeat cover starts as soon as you sign up. However, there is a 14-day period where you cannot make a repair request. This is to prevent any pre-existing issues.
At the end of your contract, you will automatically roll onto a new 12-month contract. Before your renewal, you will receive an email to inform you of any changes to your contract.
After signing up through our website, you will receive a confirmation of order and a welcome email with a link to book in your first annual service if required. This email will also include the login details you set for your online customer portal.
Following this, you will be able to use the customer portal to manage your subscription and book in any appointments that you need.
Yes, when you sign up via the website – you will be asked to set up login details. This will give you access to your online portal, where you can manage your subscription and access our diary in order to book work in online under the ‘My Account’ tab.
We respond to callouts within 24hrs for bronze plan customers, within 12hrs for silver plan customers and within 4hrs for gold plan customers.
Yes, we will service and repair any boiler, provided parts are still available and it was in good working order when you join us.
If you move house, you will be able to take the cover with you, so long as it is within our service area. We will adjust the price up or down to suit your new house.
Covid-19 FAQ's
Get in contact with us as normal as soon as the emergency has happened. The SecureHeat team will ask you a series of questions regarding coronavirus symptoms before we send out one of our engineers and we’ll be asking all of our engineers the same questions to ensure both our customers and team are staying as safe as possible.
We are working hard to make sure that we can still help customers during this time, so please let us know if you are self-isolating or at risk so that the SecureHeat team can take the correct precautions.
The safety of both our customers and our engineers is our highest priority. If someone in your household is self-isolating, then we’ll rearrange for a SecureHeat engineer to attend as soon as they are no longer self-isolating. We can provide support and advice over the phone until we are able to attend.
We will only reschedule appointments where it’s unavoidable and we will always let you know in advance. Please understand that we might be short-staffed at times due to the covid-19 situation, but we will continue to keep you informed and updated. Unless you have been notified, your appointment will still be going ahead.
Before we send out one of our SecureHeat engineers to your property, we will ask you a series of questions in relation to covid-19 symptoms and we’ll be asking our engineers the same questions to ensure both our customers and team are staying as safe as possible.
Our plumbers and heating engineers are taking extra precautions including:
- Using hand sanitiser before entering your property, during the appointment and after their visit.
- Wearing PPE such as face coverings and visors.
- We won’t be asking you to sign anything during appointments, our engineers will instead ask for your verbal confirmation.
- Social distancing will be in place at all times. We politely ask that you maintain a 2-meter distance from our engineers to help keep both yourself and our engineers safe.
