FAQ's
Frequently Asked Questions
Your cover starts on the policy start date shown on your welcome letter and continues for a period of 12 months.
It is very easy to switch. If you would like to join us when your current cover ends, you can delay your start date, usually without paying any exit fees. You should be able to cancel and switch to us. If you cancel the care plan within 14 days of the date you receive your care plan documents, we will refund the premium paid for the current care plan period with no charges. You are free to leave us at any time, however cancellation charges may apply. See Cancellation Rights and Charges in the Care Plan Terms and Conditions. For more information, please call our sales team on 0115 772 0166.
No. As this is a boiler care plan and not an insurance policy there are no excess or callout.
We prioritise emergencies and anyone who’s vulnerable. We always aim to respond within 24 hours and where practicably possible, fix the issue first time. However, there may be occasions where circumstances beyond our control mean we can’t respond as quickly as we would like. We will always keep you posted should these occasions arise.
Your annual boiler service is a crucial part of your boiler cover package, but precisely what do you get for your money?
Visual checks – We will check that your boiler still meets current standards. We will look at the gas supply and all other pipework. The boiler’s flame will be checked. If the central heating is on, we’ll check that your central heating radiators are working during the boiler service. It’s a complete heating plumbing check.
Boiler casing removal – During a boiler service, your engineer will then remove the boiler casing. They’ll check and test all essential components, including the controls, the heat exchanger, burner, spark probe and injector.
Gas pressure checks – Your gas boiler needs to be operating at the optimum pressure to power the central heating system, so this is another thing your engineer will check during your boiler service.
Boiler fire-up and test – Your engineer will fire your boiler up and ensure it’s in tip-top condition. External checks – Your engineer will also check the flue, ensuring there are no blockages that could obstruct harmful fumes from escaping.
Our boiler services usually take place between March and October. When you sign up to one of our plans, we’ll be in touch to let you know which month you’re scheduled in for. When your service is due, we will be in contact to fix a date and time that suits you. There may be occasions where your boiler service can be carried out at the onset of your contract. This will mean that it will not be due again until the 12-month anniversary of your boiler care contract.
No there is no limit. During the initial inspection visit we will assess everything about your boiler and advise you accordingly.
No. We will not be able to fix an existing fault under the terms of your boiler care plan. However, we would be able to offer you a fixed price repair with the option to sign up to one of our care plans.
“FIX AND PROTECT” – We will fix your broken boiler for a fixed labour price of just £99 + VAT, backed by a 12-month guarantee. Our fix and protect option is a maintenance & care plan that will provide a one-off repair (where repairable) and then ongoing maintenance and care for your boiler and controls. This will ensure they continue to work correctly and to minimise the chances of mechanical and electrical breakdown in the future. “FIX AND PROTECT” is only available if you purchase one of our boiler care plans for 12 months. In most cases, boilers can be repaired rather than replaced. In the unlikely event that we are unable to fix your boiler, or it is deemed beyond economic repair, we will advise you of your options and refund you £50 from the fixed labour fee – no questions asked.
You can book any repair you need doing through the Bookings page. You can also send an email: boilercare@oceanproperty.group or call us on 0115 772 0166.
We aim to get to you within the same day you report the issue. We will certainly be able to respond to your request quickly and keep you posted on the progress of your repair.
No. Once your boiler care plan is up and running, you will never have to pay anything else during the term of your 12-month contract.
We have knowledge and experience of most boiler makes and models. We will be able to advise you whether will be able to accept your boiler on to a boiler care plan during the initial inspection visit.
