FAQs & Help

We believe that customer support is just as important as engineering excellence, so you can rely on us to be ready and able to help 365 days a year. Our customer services team are available:

Monday to Friday: 08:00am – 18:00pm  Saturday: 08:00am –16:00pm Sunday: 08:00am – 12:00pm  Bank holidays: 08:00am – 16:00pm

This indicates that your Halo thermostat has lost connection with the smart interface.  Ensure the smart interface has power and that the distance and location advice in the user guide has been followed. If problems persist, please contact our customer services team on 01482 498660.

If your Halo is connected via the mobile app, automatic updates will be transmitted to your unit.  Only the WiFi version of the Halo comes with this functionality as standard.

Using your Alexa app, download and link the Ideal Halo skill to your account. This will enable you to control your Halo device via Alexa.

You can connect your smart boiler thermostat to your WiFi using our Halo App, available on the Apple App Store and Google Play Store.

Your Halo will come with a preset schedule. To alter this, go into the Timed Heating Schedules section in the menu. For more information on how to alter a schedule, refer to the user guide with the Halo or watch the “How to alter the schedule on the Halo Combi” video on the Ideal Heating YouTube channel.  

If you have the Halo Combi Wi-Fi control, you can alter the schedules in the Ideal Halo app, available on the Apple App Store and Google Play Store.

Just like a boiler, heat pumps can be controlled through accessories such as thermostats and timers. Also like boilers, these controls can be wireless for your convenience. You can learn more via our guide to air source heat pumps.

A wireless boiler control connects to your devices via WiFi, so you can control your boiler’s temperature and timings from wherever you are by simply tapping a screen. Usually, an app, such as our Halo app, is needed for this.

Boiler controls include items such as thermostats and timers. A thermostat controls the temperature your boiler heats to, while a timer controls when your boiler switches on and off. Timers and thermostats can be combined in a single device to control what temperature your boiler heats to at different times.

Heat pumps are popular in many Scandinavian countries, and many are installed in the northern parts of Scotland in the UK. Your installer will ensure that the heat pump specified is correctly sized to account for the range of temperatures commonly seen in your local area.

Learn more in our helpful guide: Do heat pumps work in winter and cold weather?

Heat pumps usually can vary depending on the manufacturer and model. Many only cover parts only. 

At Ideal Heating, our heat pump warranties cover full parts and labour for your peace of mind. Installers should ensure customers are aware of the warranty terms and conditions.

For further information, always check product T&Cs.

The installation time for a heat pump can vary depending on factors such as the type of heat pump, the complexity of the installation, and the property's size. On average, installation may take several days to complete. 

Installation requirements may vary depending on the type of heat pump and the specific property in question. Generally, heat pumps require adequate space for installation, proper ventilation, and compatibility with existing heating or cooling systems.

Want to know more about whether a heat pump is suitable for somebody’s property? Check out our blog: Should I install a heat pump in my home?

If you’re maintaining your heat only boiler well and getting it serviced annually, then it can last between 15 and 20 years. Different factors, like the quality of the boiler and how often it’s used, can affect its lifespan. Our tips and advice page has guidance on how long a heat only boiler lasts before it needs replacing and how you can extend its lifespan.

The right size heat only boiler for your home will provide efficient heating and hot water, and energy cost savings. There’s different factors to consider when choosing a heat only boiler size, whether you live in a small flat or a large property. 

Our heat only boiler size guide is designed to help make the decision easier for you. You can also contact our Customer Service for more advice about the right boiler size for your home.

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