Important customer safety notice

Company News28 February 2024

13/03/2024 - INSTALLER UPDATE

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.

02/02/2024

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
iMini2
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

Ideal Support Website

How to repressurise your Combi boiler and bleed your radiators.

How to repressurise your System boiler and bleed your radiators.

FAQs

Do I need to turn my boiler off?

You can continue to use your boiler. However, we advise you repressurise your boiler and ensure you register your details for an upgrade. For instructions for how to do this, you can watch the videos on our dedicated webpage www.idealsupport.co.uk or call us free of charge on 0808 175 9173.

I can’t repressurise my boiler, what should I do?

You can still continue to use your boiler but, if you cannot repressurise your boiler for any reason, please contact us through our dedicated email [email protected] or freephone phone number 0808 175 9173 so we can help you.

What if my boiler pressure gauge is already at 1.5bar pressure or above?

Your heating system and boiler are at the correct pressure level, you do not have to repressurise your boiler. You may want to bleed your radiators, if this causes the pressure on the front of the boiler to drop, then you should repressurise to 1.5bar. For instructions for how to do this, you can watch the videos on our dedicated webpage www.idealsupport.co.uk or call us free of charge on 0808 175 9173.

What is the work that is needed to upgrade my boiler?

There is an additional component that will need to be added to your boiler. This will be installed by an engineer and is an additional safety device that is above and beyond the safety measures already within the boiler. It will not affect the performance or efficiency of your boiler.

The solution to this issue will require a heating engineer to visit your home, the visit will take 30-60 minutes. To register for the upgrade, we need you to confirm your contact details at www.idealsupport.co.uk or contact us on 0808 175 9173.

In the meantime, you can continue to use your boiler, however, we advise you repressurise your boiler. For instructions for how to do this, you can watch the videos on our dedicated webpage www.idealsupport.co.uk or call us free of charge on 0808 175 9173.