I'm having problems with my coal or wood back burner fire or heating

I’m having issues with my fire

You need to put the fire out if you have any concerns about it. If the issue is minor and doesn't affect you using it safely, the fire should still be ok to use.

If you’re not sure whether the fire is safe to use, don’t use it. It’s not worth risking the safety of your home and household members.

Report any issues to us so we can investigate.

I’m having problems with the heating

Check your programmer is set to 'on', and your room thermostat is turned to maximum. Make sure that your fire is lit and burning well.

  

After this, your pump should run and you should be able to hear it. It’s usually in the boxing next to the back boiler.

If you still don’t have any heating, give us a call to report the repair.

I’m having problems with the hot water

If you’ve lit the fire and it’s burning well, but you don’t have any hot water, give us a call to report the repair.

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 don’t have any heating or hot water, give us a call on 0300 456 2531 to report it so we can get one of our operatives out as soon as possible.