Check out our FAQs
Below you will find the answers to a wide range of questions we get asked the most. Browse the categories listed below to help quickly find the answer you are looking for.
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We're sorry you have the need to raise a complaint with us and we want to do everything we can to put things right. Please visit ourpage to find out more information on the complaints process and how you can get in touch.
We’ll aim to resolve your issue straightaway, which is the case for the majority of our customers. If we’re unable to due to the nature of your complaint we’ll keep you informed of our progress until it’s fully resolved.
In the first instance our customer service advisors will aim to resolve your issue. If they can't resolve your complaint straight away your complaint will be passed to a member of our Customer Complaints team. At this time you will be given a dedicated complaints handler and they will also agree your preferred contact dates, times and method with you to keep you informed. They’ll commit to contact you within 10 working days.
Your dedicated complaint handler will keep you informed of progress until your complaint is fully resolved, they’ll discuss the best times and methods to get in touch with you and will also inform you of the various ways you can get in touch with us.
We'll endeavour to contact you as quickly as possible to resolve your complaint, in most cases via telephone within 10 working days. However, there may be occasions where we are unable to reach you. Rest assured we'll continue to attempt to contact you at various times/days. Where we're still unable to get in touch we'll take all necessary action to resolve your complaint the best we can.
We may get in touch to request some additional information such as meter readings or a meter serial number to ensure we have the most up to date and accurate information to resolve your complaint.
We always aim to resolve complaints to our customers’ full satisfaction but if you feel that your complaint isn’t fully resolved you can ask us escalate your complaint to the Head of Customer Experience to review it. Simplythrough any of our contact methods.
After eight weeks, if you’re not happy with the resolution of your complaint you have the right to contact the Commission for Regulation of Utilities (CRU) for independent review. The CRU will only review once your have completed our complaints process.
Smart meters are the next generation of electricity meters. Using digital technology and the 2G mobile phone network, the smart meter will give you the choice to access accurate information on your energy usage throughout the day. Similar digital meters are being rolled out across Europe and internationally. By 2020 it is expected that over 700 million smart meters will be installed globally.
Smart meters will give you a choice to receive more accurate information on your energy usage.
Understanding how you use energy will enable you to decide when you choose to use energy and which tariff best suits your lifestyle. New tariffs could allow you to change your energy use to a cheaper time of day, making energy use more cost effective for you and better for the environment.
ESBN reads your meter manually at present – Smart meters will allow remote reads to be taken giving you more accurate reads which leads to more accurate bills. Smart meters will help the move to a low-carbon electricity network, the development of smart grids, and support the electrification of heat and transport, local renewable generation and microgeneration
The new smart meter will be located in the same place as your existing one.
There is no additional charge for upgrading your meter. Like other meter upgrades, the cost is included in your existing charges for use of the electricity network.
The replacement work will be carried out either by an ESB Networks network technician or an electrical contractor working on their behalf.
ESB Networks will phase the roll out of new meters over 4 years. The ESBN replacement programme will start in autumn 2019 and continue until the end of 2024. You will be notified in advance by ESB Networks when they are in your area for installation. ESB Networks have ensured that they will give everyone plenty of notice.
ESB Networks has indicated that while it is likely that their initial focus will be on the oldest meters that are due for replacement, they intend to include an option for customers to apply to their electricity supplier or ESB Networks for a prioritised installation of a smart meter.
More information on how to apply for an early meter upgrade will become available following ESB Network updates.
Bills & Payments
As soon as a bill is available, we will notify you. You will be able to access and download your bills through your online account. Simply login and select 'Bills & Payments'.
You can view your current tariff unit prices and standing charges on your latest bill which you can find on your online accountor by downloading our apps here. Simply select 'Bills & Payments'.
Your annual consumption is the amount of energy you've used over the last 12 months. You will be able to view a graph and table of your consumption broken down by previous bill periods in the app or online by selecting 'Energy Usage' in.
Electricity and gas are measured in units, which are then translated into kilowatt hours (kWh). You are charged a price per kWh for each kWh used.
Your consumption charge is then calculated by multiplying your kWh used by the price per kWh unit rate.
We’ll then add on the Standing Charge and any levies such as PSO or Carbon Tax. These will show as a monthly charge and be broken down into months or part months (ie 0.5 is equivalent to 15 days charged).
We’ll take away any discounts that you’re eligible for.
Then we’ll add on VAT at the current rate to arrive at your account balance.
We’ll generate your bill every 2 months once we receive a meter reading from ESBN or GNI. And we’ll send you an e-mail to let you know it’s ready to view. You can find the approximate date of your next bill in your online accountor our app. If you haven’t received an e-mail from us letting you know your bill is ready, please check your Spam folder.
If your bill is unexpectedly high, we recommend that you check your current and previous bills to see if any meter readings have been estimated. If your bill has been based on estimated readings we will show this beside the reading values.
It's possible that your previous bills were based on estimated meter readings that were too low and that your current bill has been calculated using actual meter readings, so it's higher than you expected. This can happen if we haven't been able to get meter readings for some time.
If your current bill has been estimated please provide us with actual readings to enable us to send you a more accurate bill. To provide a meter reading:
- Log in to and select 'Meter Readings'
- Download and enter your meter reads into our app
- Call us
If your previous and current bills have been calculated using actual meter readings, please check the meter readings andif they’re wrong.
If the meter readings look right, it's likely that your energy use has increased over the billing period. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer. It's also worth considering whether you've changed your circumstance or have used any new or different appliances during the billing period, which may account for the higher usage, or if one of your appliances has developed a fault.
We believe paying for your energy should be quick, simple – and most of all convenient. That’s why we offer a range of ways to pay.
You can pay:
By Direct Debit
We’ll send you a bill every two months and we’ll collect the money you owe us by Direct Debit 14 days later.
Simply take your bill to the Post Office and pay with cash or card.
You can view, download and print previous bills from the last 24 months by logging in toand selecting 'Bills & Payments'. Here you will be able to view the dates and amounts of previous bills, as well as any payments you have made on this account. You can also download and share your bills by selecting 'Download' for each PDF bill available. Alternatively, you can and we'll send you a copy of a bill at no additional charge.
You can view the most recent transactions on your account by logging in toonline or on our mobile app and selecting 'Bills & Payments'.
This may be because your switch to your new supplier has not completed yet. Switching supplier can take 1-2 weeks after you’ve applied to transfer. Therefore your normal billing cycle with Iberdrola will continue up until this point.
After your switch is complete, it can take up to 6 weeks for us to send you a final bill.
If you don’t receive your final bill, or if it continues for any longer than this, please.
There are at least four planned meter reads per year. So, four of your bills will be based on actual readings providing the meter reader can access your meter. The remaining two reads may be estimated, however you can frequently enter your reads via your online account to ensure the bills are more accurate. Simply login toand click 'Meter Readings'
If you're having difficulty paying pleaseas soon as possible. It may also be helpful to contact MABS who can provide a free, confidential and independent money advice service.
You can call the MABS helpline on 0761 07 2000 Monday to Friday 9am-8pm.
We will send you an email when your first bill is available. You will be able to view and download your bills by logging in toor on our mobile apps and simply selecting 'Bills & Payments'.
We will send you a bill every two months and we will collect the money you owe us by Direct Debit 14 days later.
If you miss a payment don't worry, you can make a payment at any point by Contacting Us. We will send you email reminders if this happens to ensure you are always in the know if a payment has been missed or if a payment has failed making your account fall into a past-due balance.
If you have a past-due balance with us that has not been paid, and it is greater than 10 days past your bill due date then we may contact you to discuss your account to ensure your power doesn't get disconnected unnecessarily.
Your final bill should be with you within 6 weeks from the date you switch to your new supplier.
We'll create a final bill for you within 6 weeks of your energy switching to your new supplier. We'll send you an e-mail to let you know your bill is ready to view on youror on our mobile apps or, we'll post your bill to you.
If you think your final account balance is wrong, pleaseimmediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. We'll try to stop the Direct Debit payment being collected until we have reviewed your account. The sooner you contact us, the sooner we can help sort out any problems.
Please contact us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. To amend incorrect final readings we need to agree this with your new supplier so please allow a further 28 days for us to do this and finalise your account.
Your direct debit is taken 14 working days after your bill is generated. This date is highlighted on your, and at the top right of your bill.
Currently we are not able to offer this as your direct debit payment is taken 14 working days after your bill is issued. However, you can make a payment towards your bill at MyBills.ie.
No not yet, however it is something we are working on.
Renewing your tariff
We'll be in touch by email or letter around 6 weeks before your tariff ends. We'll let you know what happens next, and help you choose our best
available deal for you. If you are an online customer, we'll also post a message on your online account inbox, to let you know about the next steps.
Don’t worry, if you don’t have time to choose a new tariff, we won’t simply put you on our Standard tariff. Instead we’ll move you when your current tariff ends to our Renewal tariff which has a discount of up to 9% on our Standard tariff unit rates. This discount includes a 5% discount for paying by Direct Debit and a 2% discount for paperless billing.
You’ll find prices and terms and conditions of our Renewal tariff in the communication we sent you. This communication will be stored in your online account and app for you to refer to at any time.
The e-mail we send you will show you the prices and terms and conditions for your current tariff, our Renewal tariff and a tariff we think you may like. You can view these prices and terms by clicking on the links within the e-mail. If you’re happy with the tariff we are suggesting, all you have to do is click the I Agree link in the e-mail and we’ll automatically move you to this tariff when your current tariff ends.
Within a couple of days we’ll send you confirmation of your chosen tariff detailing your prices and terms and conditions. This communication will be stored in your online account and app for you to refer to at any time.
Don’t worry, we’re here to help. If you’d like to discuss your tariff options, simply give us a call or chat to us using Web Chat from your online account or app. We’ll be happy to talk you through our tariff and help you to choose the best option for you.
Your Online Account
You can reset the password for your online account by. Just enter the email address associated with your online account, click to continue and select ‘Forgot your password?’.
If you have access to the email inbox for the email address associated with your online account, then we can email you a magic link which will give you access straight to your online account, or you can request a link where you reset your password.
If you are already logged into your online account, you can access ‘My Details’ from your account dashboard, and you change ‘change password’ under your ‘Account Details’.
With your online account you will be able to;
- View and download your bi-monthly bills
- Track your energy usage
- Manage your payments
- Edit your personal details
- Enter a meter reading
- Browse all documents and communications
All at your own convenience!
Why not download ouror app to have all this functionality at your fingertips on the go?
With your online account or on our mobile app you will be able to view and track your energy usage after your first bill has been created. You will be able to view the cost in euros (€) and your usage in kWh.
You can easily register for an online account by. To register you will need:
- Your Meter Point Reference Number (MPRN) which can be found at the top right of a current electricity bill
- Your Iberdrola account number which can be found on your Welcome Pack
To submit a meter read, simply log in toor on the app and select 'Meter Readings'.
If you have recently lost a loved one and need to change any account information, we have a dedicated team at your service to help you through this difficult time.
You can Contact Us by calling 1850 300 370 (our lines are currently open Monday to Friday 8am - 8pm & Saturday and bank holidays 10am - 4pm) or you can email us . To do this you'll need the following information:
- Your relationship to the account holder
- Account holder details (Iberdrola account number or address)
- The date the person passed away
- A contact phone number for you
- Up to date meter readings for the property
Who will now be responsible for the energy bills
If you don't have this information to hand, please try and gather as much as possible to allow us to help.
We may ask for a Letter of Confirmation or a grant of Representation from the Personal Representative of the Estate or Power of Attorney. In certain circumstances we may also ask for a copy of the death certificate.
Please make sure you’re using the same email address you provided when you signed up for Iberdrola. Hint - we sent your welcome e-mail to
this e-mail address.
To request a new login link:
Go to and enter your e-mail address.
Select Continue and then choose Email me a link.
We’ll e-mail you a link.
If you’ve already requested a login link please ensure:You have clicked on the link within 24 hours of requesting, as after this time it will expire.If you requested a link more than once, please ensure you are clicking on the most recent version of the emailed link. Some e-mail clients such as Gmail can show you the last email you looked at, rather than the most recent email from a sender. The easiest way to check this is by looking at the date and time you received the email.
Don’t worry, we provide two ways in which you can access your online account to make it more convenient for you. You can log in without a password. We can send you an e-mail link which provides access, or you are able to set a password and use this to log in.
If you would like to set a password, when logging on;·
Enter your email address·
Then click Forgot your password?·
Then click Send me a reset link
We’ll send you an e-mail with a link to create a password. Please ensure you click it within 24 hours. This will then take you to a page when you can set up a password which you are able to use to log in online and via our app.
You can request an e-mail link to log in via the website or the app;
On our website:
Log in to your online account and enter your e-mail address. Select Continue and then choose Email me a link. We’ll e-mail you a link. Please ensure you click on this link within 24 ours of requesting as after this time it will expire.
**On our app;· **
Click E-mail me a login link·
Enter your e-mail address and select Send me a login link and a log in link will automatically be sent to you
You can do this in your online account or in the app, or by getting in touch by:·
- E-mail at ·
- Web chat in your online account or app·
- Calling us on 1800 300 370
Refer a Friend
Simplyto your online account and click on Refer a Friend. You’ll see a referral link which you can copy and share with as many of your friends as you like. All your friend needs to do is click on this link and sign up to Iberdrola. It’s that simple!
Important: To ensure you both receive the Refer a Friend credit, your friend must sign up using your personal link. If you tell your friends about Iberdrola and they sign-up without using this code, or through another channel (Bonkers, Switcher etc.) then we’re unable to provide this credit.
To receive your referral credit, your friend must successfully sign-up to Iberdrola and remain on supply for four months. Following these four months, your referral credit will then be applied to your next bill generated after this time period. The referral credit will appear on your bill as ‘Referral Fee’ and the value will be deducted from your overall bill balance.
As many as you like! At Iberdrola, there are no restrictions on the number of friends you can refer, or the amount of referral credit you can receive.
If you have more than one contract with us, each contract will have its own unique referral link as we use this link to apply to the credit to your contract. If you wish to earn credit on a specific contract, please ensure you’re using the referral link generated under this contract in your online account.
If you are a dual fuel customer, the referral fee will be credited to your electricity account.
If any of your friends successfully sign-up to Iberdrola using your referral code, an automatic email will be sent to you to let you know. This email will be sent to the email address used on your online account.
To access the Refer a Friend feature, you must have an online account with Iberdrola as this is where your unique referral link is created. If you have never logged into your online account, you can either;
- using the email address you used to sign-up and request a login link which will be emailed to you and will provide instant access to your online account
- with your account number and MPRN to create an online account
Once logged in, you’ll be able to access and share your unique referral link through Refer a Friend.
Switching to Us
It’s easy to switch to Iberdrola.
We want to make your energy choices clear, simple and clean – that’s why our tariffs are 100% green electricity. We offer electricity, gas and dual fuel tariffs and you can choose between two different tariff types:
- Our discounted tariff - offering you a discount on our Standard unit rates, or,
- Our fixed tariff - fixing your unit rates so you’ll know exactly what price you’re paying for 12 months.
Thank you for choosing Iberdrola.
We're busy starting the transfer process which takes up to 2 weeks. We'll be contacting your existing supplier to let them know you're switching to Iberdrola so they can close your account and send your final bill.
In the meantime, we've set up your online account and will send you an e-mail shortly with more details on how to access it.
We’re in the process of creating your welcome pack and will e-mail you when it’s ready. You’ll be able to view and print it from your online account. If you don’t have an e-mail address then we’ll send it to you in the post. Please take some time to read it and make sure we’ve got all the details correct.
When your transfer is complete we’ll be in touch to let you know.
Yes, Iberdrola can supply your home with both mains gas and electricity. We offer electricity, gas and dual fuel tariffs.
We’ll let your existing supplier know that you’re leaving and they’ll create your final bill. Once your final bill has been issued, they’ll take one final Direct Debit payment to clear the remaining balance, or issue you with a refund if your final account balance is in credit. You'll usually receive your final bill within 6 weeks after the switch date.
If you’ve any questions about a Direct Debit payment or your final bill from your old supplier, please contact them directly.
Switching to Iberdrola only takes a few minutes, here's what you'll need to complete your switch;
- Your MPRN or GPRN - Your MPRN (Meter Point Reference Number) or GPRN (Gas Point Reference Number) will be used to confirm your address and can be found at the top right of your current electricity or gas bill
- Your current meter reading(s) (optional) - Your meter reading(s) can be found on your electricity meter. Read the numbers from left to right, ignoring any numbers in red.
- Your bank details - You'll need your IBAN (International Bank Account Number) to set up your direct debit. Only a Republic of Ireland IBAN can be used for switching online.
Your MPRN (Meter Point Reference Number) will be used to confirm your address and can be found at the top right of your current electricity bill.
Your GPRN (Gas Point Reference Number) is a unique 5 to 7 digit number which identifies your gas supply. This can be found at the top right of your current gas bill.
We want you to be certain you’ve made the right choice.
However, if you’ve changed your mind and want to cancel your contract, you must tell us within your cooling off period, which ends 14 days from the day after you receive your welcome pack by post or e-mail.
You can find further details on how to cancel .
You’ll receive a Welcome Pack if you’re a new Iberdrola customer and we’ll send you an e-mail when it’s ready. You’ll be able to view and print it from your online account.
If you don’t have an e-mail address then we’ll send it to you in the post.
Please take some time to read it and make sure we’ve got all the details correct.
If you haven’t received the welcome e-mail, please check your Junk folder as it may have been placed there. If you haven’t received it then please.
Yes of course. You will still receive the allowance. The Department will pay it directly into your bank account and then you use it to pay your bill. Just give the Department a call when you're switching to check all your details are correct.
No, we will notify your current supplier for you. They’ll arrange to send you your final bill.
We want your energy bills to be the last thing on your mind when you are going through the stress of moving home. If you are moving property pleaseand we will arrange your Iberdrola account switch over for you.
Please let us know you're moving home at least 2 working days before your move. Simply Contact Us either by e-mailing us ator calling us on 1800 300 370 and we'll be able to help you transfer your account to your new home.
Please make sure you have this information to hand:
- The date you're moving
- Up to date meter readings
- The addresses of your old and new home
- Contact details for the landlord/letting agents (if applicable)
The name of the new occupier at your old address (if known)
If you don’t give us at least 2 working days’ notice before you move out, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.
Either you (as the Landlord) or your tenant can let us know of the change. However, the new tenant or account holder (if this differs) needs toto set up their new account, tariff and payment plan.
We need at least 2 working days before the change. Otherwise the existing tenant will continue to be responsible for the energy supply for 2 days after you give us notice. Simply Contact Us either by e-mailing us ator calling us on 1800 300 370, and we'll be able to help make the change for you.
Please make sure you have this information at hand:
- The date the new tenant is moving in
- Up to date meter readings
- The addresses of your property
- Contact details for you as the landlord/letting agents
- The name of the new tenant
- Forwarding details of the tenant moving out (if applicable) so we can prepare a final bill.
If Iberdrola supplies the energy at your new home your account balance should normally be transferred from your old home to your new home automatically.
If Iberdrola don’t supply the energy at your new home, we’ll generate a final bill for you which you must pay if there is an outstanding balance or we will send you a refund within 8 weeks.
If you pay by Direct Debit, please don’t cancel your Direct Debit as we’ll refund directly into your bank account. We aim to provide it within 8 weeks of you receiving your final bill.
If you’ve cancelled your Direct Debit, or don’t pay by Direct Debit we’ll issue your refund by cheque within 8 weeks of you receiving your final bill.
If someone new has moved into your old home, we may be able to use their opening meter reading as your final one. However, if we can’t obtain actual final meter readings then we’ll have to estimate your final bill based on your previous consumption. Either way, if Iberdrola supply your new property we’ll transfer any debit or credit balance to your new home, otherwise we’ll send you a final bill.
We want your final bill to be accurate and need final meter readings to do this. If we don’t have actual meter readings we’ll estimate your final readings based on your previous usage.
Remember to let us know you're moving home at least 2 working days before your move. To do this simply take your meter readings and then Simply contact us either by e-mailing us ator calling us on 1800 300 370, and we'll be able to help you transfer your account to your new home. If you don’t give us at least 2 working days’ notice, before you move, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.
First, if you’re new home is already supplied by Iberdrola or you want it to be then you’ll need to let us know you're moving into your new home at least 2 working days before your move. We can then set up a new account at your new home for you.
You’ll still be responsible for paying for the energy you use in your old home until your house sale is complete. Remember to let us know at least 2 working days before you hand over your keys by Simply Contact Us either by e-mailing us ator calling us on 1800 300 370 beforehand.
Please make sure you have this information to hand:
- The date you're moving
- Up to date meter readings
- The addresses of your old and new home
- Contact details for the landlord/letting agents (if applicable)
- The name of the new occupier at your old address (if known)
If you don’t give us at least 2 working days’ notice before you move, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.
It’s important to us that you’re on the best deal for you based on your needs. It only takes a few minutes to compare our tariffs online. Click here to.
If you’ve just moved into a new home, the letter may be addressed to your landlord (if you have one) or to the previous occupier as we don’t have a forwarding address for them.
Or it may be that we have been provided with incorrect information regarding the occupants of your home. If this happens, please, so that we can sort this out.
We'll usually provide a new account number when you move home or change address.
There should be no interruption to your electricity/ gas supply.
Please let us know you're moving home at least 2 working days before your move. Simplyeither by e-mailing us at or calling us on 1800 300 370 and we'll be able to help you transfer your account to your new home.
If there is an electrical emergency or if you have lost power: Call ESB Networks who are available 24 hours 7 days a week on 1850 372 999.
Helpful advice during a power cut
- Unplug sensitive appliances such as TVs, satellite equipment and computers.
- Switch off and unplug appliances especially items such as fires, cookers, irons and hair straighteners in case you forget they’re on when power is restored.
- Leave a light switched on so you know when power is restored.
- Avoid opening your fridge or freezer more than necessary.
- Check on elderly or vulnerable neighbours to ensure they are safe and comfortable.
- Street lighting may also be off so take care outside.
- Many central heating systems and water heaters will not work. Portable heaters are a good alternative but take care where you put them.
- Limit the use of your laptop or smart phone to save battery power.
- When power is restored turn your appliances back on one at a time.
- Livestock, fish and pets may be vulnerable during a power cut. Ensure adequate provision is made.
If you smell gas or suspect a leak:
Call Gas Networks Ireland on 1850 20 50 50 (24 hours). Don't assume somebody else has reported the smell.
- Evacuate everyone from the building and open doors and windows
- Turn the gas supply and gas appliances off at the mains
- Don’t smoke or use any naked flames
- Don’t turn electrical switches off or on
Carbon Monoxide – The Silent Killer
Carbon monoxide (CO) is a deadly gas that can’t be seen, smelled or tasted but can kill quickly with little warning.
Signs of CO poisoning:
- Initial symptoms are similar to the flu (but without the fever) but more severe symptoms include confusion, vomiting, loss of muscular coordination and loss of consciousness.
Signs of a CO problem:
- Staining, sooting or discolouring around an appliance
- Condensation on windows
- A strange smell when an appliance is on (remember: carbon monoxide itself has no smell, but other fumes produced by burning may smell)
- Symptoms occurring when a particular gas appliance is on which improves when you’re away from the property
If you suspect CO poisoning:
- Turn it off any gas appliance you’re using immediately, open windows and get fresh air and seek medical advice
How to prevent CO problems:
- Have your gas appliances checked once a year by a Registered Gas Installer
- Make sure your appliance vents are clear
- Install a carbon monoxide alarm
Find out more at:
We'll contact you to arrange an appointment for an Authorised Contractor to visit your home and perform an annual service on your boiler to ensure that it's working safely and efficiently. Service visits usually take place between March and September.
If you've taken out our Gas Boiler Service and Repair plan, an annual Boiler Service is included. Full terms and conditions of what is included in your service can be found.
An Authorised Contractor will perform a full Boiler Service on your Boiler which will comprise of at least 20 separate diagnostic tests and checks. As part of the Boiler Service your boiler will be cleaned and adjusted, as required. All visual checks and tests will be carried out in accordance with the current edition of IS 813 and manufacturer’s instructions will be followed, where available.
Our combined Gas Boiler Service and Repair product and our Gas Boiler Repair covers repairs to your central heating boiler and certain system components but does not include repairs to radiators, heating filling system or central heating pipework. It covers the first 40 minutes of the repair work. If any replacement parts are required, these are not covered by the plan. Our combined Gas Boiler and Repair product also includes an annual Boiler Service. Full terms and conditions of what is included in our Boiler Care plans can be found
Yes, the first 40 minutes of the repair are included within your plan. If your repair cannot be completed within 40 minutes there will be a charge made for the remaining time required. The engineer will agree these costs with you in advance.
If you know that you won't be available for the appointment, please call us as soon as possible to reschedule. If the engineer is unable to gain access for the repair or the service at the agreed appointment the service or repair will be deemed to have been completed. For more information on this and any applicable cancellation fees, please see our terms and conditions
The emergency team are on hand to take your calls 24 hours a day. Simply call 0818 401 101.
No, unfortunately we can't transfer your Boiler Care with you, however if you call us when you have moved in we can set up a new plan for you.
We want you to be certain you've made the right decision so if you have any questions or need a little more information we'd love to hear from you. However, if you've changed your mind and want to cancel your contract, you can call us on 1800 300 370 (we're open Monday to Friday 8am-8pm and Saturday 9am-4pm).
There's no call out fee for your first call out, however, any further call outs within the same year will be charged. Also included in your plan is 40 minutes repair time. Any repair time required after the first 40 minutes is not covered and will be chargeable to you. All additional charges will be agreed with you by our Authorised Contractor before any additional costs are incurred by you, for more information, visit our.
As your Boiler Care plan is linked to your energy tariff, if you switch energy supplier, your Boiler Care plan will automatically be cancelled.
Your plan will start on the same day as your energy contract starts. Please note, however, a wait period of 15 days from date of sale of this product applies which means that any issues with your boiler that occur before the contract commences, or in the 15 days after, will not qualify for repair under the Boiler Service and Repair Plan.
Your plan will last 12 months until your renewal.
We'll ask some eligibility checks to ensure your boiler qualifies, such as;
- The age of your boiler
- Whether it is outside the manufacturer's guarantee period
- If your boiler is in good working order
Annual Boiler services take place Monday to Saturday between 9am-5pm. The Authorised Contractor will contact you to arrange a suitable date. Boiler Repair visits are usually carried out during normal working hours Monday to Friday between 8am-6pm and Saturdays 8am-4pm, excluding public holidays unless otherwise agreed with you. Should you request a Boiler Repair, we will carry out the Boiler Service the same day.
We'll include your Boiler Care plan bill with your gas energy bill. We'll bill you every two months and we'll collect the money you owe us by Direct Debit 14 days later.
Yes, you'll receive a 2% discount on the unit rates of your gas tariff if you also take a Boiler Care plan.
Still need help?
There are a number of ways you can get in touch.