The fire or heater is broken or loose from the wall

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.

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.