My gas fire isn't working properly

I’m struggling to light it or it’s not lighting at all

Try turning the handle to the ignition position. If you can see the pilot light, keep the handle pressed in for at least ten seconds.

If the pilot light stays lit after ten seconds, turn the handle to light the fire. Sometimes you will need to try this several times for it to work.

I’m concerned over the safety of my fire

If you’re concerned about the safe operation of the gas fire, turn it off and don’t use it until it is checked by our gas engineer. Report your concerns to us immediately.

If you’re struggling to turn the handle on the gas fire, you can purchase a universal control handle which may help.

How do I report a repair?

You can report a repair to us at anytime, anywhere using My Account or contact us via Live Chat. Let us know when reporting that you’ve followed the advice and what you’ve tried to get it working, this helps us to assess what to do next to get the right person for the job.

If you’re concerned about the safety of your gas fire, give us a call on 0300 456 2531 to report it so we can get one of our gas engineers out as soon as possible.

Please note that we do not allow Customers to have their own gas or solid fuel fires fitted (including log burners).