20/02/2024 - UPDATE
Following our customer notice issued on 1st February, we can now inform customers we will be rolling out the product safety upgrade from the end of this month. In the meantime, customers can continue to use their boiler.
We are also aware of content circulating on social media platforms regarding an incident, which remains under ongoing investigation.
We would like to reassure customers that they can continue to use their boiler. This advice has not changed. However, we are advising that boilers should be repressurised to 1.5 bar. Simple instructions for how to do this can be found below.
Products in current production are not affected by our safety notice.
We have identified a potential issue with a number of our boilers.
In a small proportion of the affected range of boilers (approximately 1 in 10,000), if an excessive volume of air has become trapped inside the boiler in a fault condition, it could cause the boiler to overheat and fail.
At Ideal Heating, we are committed to ensuring the quality, reliability and the safety of our products.
For this reason, we will apply a safety upgrade to boilers manufactured between August 2022 and 7th January 2024 across the following ranges:
- Logic Combi2
- Logic System2
- Logic + Combi2
- Logic + System2
- Logic Max Combi2
- Logic Max System2
- Independent Combi2
- Keston Combi2
- Keston System2
Boilers in current production are not affected.
We are directly contacting everyone who has registered the warranty of an affected boiler and asking them to visit www.idealsupport.co.uk to register their details to enable us to arrange an engineer visit or call us free of charge on 0808 175 9173.
Customers can also check if the boiler in their home is affected using the dedicated webpage www.idealsupport.co.uk or by calling the freephone number 0808 175 9173.
Customers can continue to use their boiler. We are advising to repressurise it. Simple instructions for how to do this can be found on our dedicated webpage www.idealsupport.co.uk or in the videos shown below.
We apologise that this issue has arisen and appreciate that customers may have concerns. If you have any questions, visit the dedicated webpage www.idealsupport.co.uk, email us at [email protected] or call us free of charge on 0808 175 9173.
All media enquiries should be directed to Meehan Media & Comms – www.meehanmedia.co.uk