My heating controls / programmers / thermostats are broken or aren't working properly
This means the display is blank or the controls are physically broken/damaged. For all other heating or hot water faults please follow no heating or hot water.
If your heating controls or thermostats are working occasionally:
Do you have a battery-operated programmer?
First, try changing the batteries in the programmer to see if this solves the issue. They can be removed by using a screwdriver into the slot underneath the programmer and twisting the screwdriver. The programmer should pop off the wall.
You should fit good quality batteries (eg Duracell), as poor-quality ones may not work as well.
If your heating control is mains powered, do not try to remove the programmer as this could be dangerous.
Do you have a heat only boiler?
If you have a heat only boiler, you may have an immersion heater to get hot water. This will be in your airing cupboard and will be on top of your hot water cylinder. The switch to turn this on and off will also be in the airing cupboard and can be found by following the cable from the heater to the switch.
The heating controls or thermostats are broken or loose
If there are any live parts showing this could be dangerous and you must turn off the switch for the central heating. This can usually be found next to the boiler or programmer. You will be able to tell the power is off, as the display on the boiler and/or programmer will go off. Report the repair to us.
They aren’t working at all
You may have a secondary source of heat and hot water. Electric and gas fires are fitted in the lounge of most properties as a secondary form of heat. Electric showers will still work as a form of hot water and bathing. 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.