Electric Fire / downflow heater broken, loose, or isn't working correctly
The fire or heater is broken or loose from the wall
Can you see any live parts or wires?
If you can see any live parts or wires, first switch off the fire or heater at the fused spur switch (if there is one), and the circuit on the fuse board (if there is an individual one for the fire). It is important that you do this as live parts and wires can be dangerous. Report the repair to us.
I can’t see any live parts or wires
If there are no live parts showing, you can continue to use the fire or heater at your own discretion and report the repair to us.
The fire or heater is working on and off
The first thing to check is that the thermostat is turned up on your fire or heater.
It is common for an electric fire to smell slightly when it is first lit after not being used in a while. This may mean that it needs cleaning or vacuuming. You should make sure the fire is turned off before cleaning. The hoover should be positioned under the vents where the hot air comes out.
Down-flow heaters can sometimes come on for a short period of time then go off. This signals that the heater needs cleaning. Clean the heater by vacuuming the vents on the front and underneath. This must only be done when the heater is off.
Sometimes the fire may work for a while then switch off, which is likely to be because the temperature on the thermostat has been reached. If this is the case, you don’t need to report a repair.
We don’t come out to replace bulbs in electric fires if it is otherwise working correctly.
The fire or heater is not working at all
You should check that the fire or heater is turned on at the fire or heater itself and that the thermostat is also turned up (if it has one). Also check that the fused spur switch is turned on. This should be near or next to the fire/heater itself. Down-flow heaters in bathrooms will have a pull cord switch so make sure this is turned on.
You could also try changing the fuse in the spur (like for like) as this may have blown. Turn the switch off and prise the plastic cover open covering the fuse. Use a suitable flat headed screwdriver to do this.
If this doesn’t work, check that no circuit has tripped out on the main fuse board. If something has tripped, click here to find out what you need to do next.
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.