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FAQs & Help

Information & frequently asked questions on our boilers, parts & controls.

  • What is 'fan post purge'?

    A fan post purge occurs when the fan continues to run after the boiler has been in operation. This is done to help cool the unit down and it is a normal function within the appliance.

    Still need further guidance with your Ideal boiler? Why not browse our boiler help guides or call our Technical Support team on 01482 498663?

  • How can I contact you?

    Please see below the contact numbers for the Ideal Heating Customer Service and Technical Support teams:

    Customer Service: 01482 498660

    Technical Support: 01482 498663

    Why not browse our FAQs to see if your question has already been answered?

  • What Should I Do If I Think I Can Smell Gas?

    1. Turn off your gas at the meter or yellow lever attached to your gas meter.

    2. If you have LPG turn off the valves on your tank.

    3. DO NOT use NAKED flames.

    4. DO NOT use ANY Electrical Sockets or Switches

    5. Open  all doors and windows.

    6. Call TRANSCO or ESP if you have a Natural Gas supply.

    7. If you have LPG contact your supplier.

    Contact Numbers:

    TRANSCO/ESP - for Natural Gas

    • England, Wales & Scotland - 0800 111 999

    • Northern Ireland - 0800 002 001

    If you can smell gas or think there is a gas leak in your property you need to act straight away. First, turn the gas off at the meter if you can safely do so  (it’s normally found under the stairs or outside your home). 

    Open all windows and doors to the property and if you have children or pets, evacuate them from the house. This is because carbon monoxide is heavier than air, so if there is a leak they will breathe in more of the gas because it‘s lower to the ground.

    Do not use anything that has a source of ignition, and do not smoke or use anything that can produce a naked flame. Leave any electronics as they are —  don’t switch anything on or off.

    As soon as you have the chance, call the emergency gas service on 0800 111 999. They will arrange for someone to visit your property within three hours to make the area safe. If an engineer has attended to work on your gas appliance within the past seven days, please make the business responsible for the work aware of this.

    Gas leaks can happen to any poorly maintained appliance, such as a gas cooker, gas fire or boiler. This highlights the importance of having your appliances serviced at least once a year.

    We recommend having a carbon monoxide alarm fitted as an early warning sign in case you experience a leak. Have a good read through of the manufacturer’s instructions and British Standards for the most appropriate place to store your alarm.

  • What happens if I fail to register my boiler for warranty on time?

    To qualify for the full guarantee the boiler must be registered within 30 days of installation. Should this condition not be met, the period of guarantee will be reduced to 12 months from the date of installation.

  • How do I register my boiler for warranty?

    There are a few different ways you can register your free boiler warranty, which needs to be done within 30 days of installation.

    • Installers can login or sign up for a Connect loyalty account and earn points for every eligible product registered through your account - visit InstallerConnect.com to learn more.

    • Register it through the IdealHeating.com website by following this link.

    • Call our Customer Service team on 01482 498660.

  • Does my boiler warranty cover my system?

    No, the manufacturer’s warranty only covers manufacturing issues with the appliance. If there are any problems with your system, such as radiators or pipework, you should contact the installer who fitted the boiler system. Alternatively, you can arrange system cover to run alongside your warranty. We offer this, as well as other protection plans. To find out more contact our Customer Service Department on 01482 498660. 

  • What options are available to me if my boiler is out of warranty?

    In the event that your boiler is out of warranty and requires a service or repair, we provide a range of protection plans to best suit you. For more information contact our Customer Service department free on 01482 498660. 

  • What is covered under my manufacturers warranty?

    Any manufacturing issues within the appliance itself that have originated from the system. For full information on our manufacturers warranty please visit the terms and conditions on our website. 

  • Can I extend my manufacturers warranty?

    We offer a range of options to extend the warranty on your Ideal boiler. To discuss the options and decide upon the right choice for you please contact our Customer Services department on 01482 498660.

  • How do I find out how old my boiler is?

    If you need to find out how old your boiler is you can check within the installation manual; your installer will have completed the Benchmark Certificate that can be found here. 

    If this is not available, the age of your boiler can also be determined by calling our Customer Service team on 01482 498 660. From here, you can quote the boiler serial number which can be found either underneath or on top of your boiler, depending on your specific appliance.

    Still need further guidance with your Ideal boiler? Why not browse our boiler help guides or call our Technical Support team on 01482 498663?

  • I have not received my Gas Safety Certificate?

    Contact the company that fitted your boiler. They will be able to request your Gas Safe certificate from our Connect loyalty scheme or directly through Gas Safe. 

  • Who are Which?

    Which? has been the UK’s consumer champion for more than 60 years. Which? are a not-for-profit organisation working entirely on behalf of the consumer to protect them – nobody else. They are completely independent, meaning their reviews and advice is not influenced by any third parties and they do not accept any incentives from product manufacturers or retailers.

  • What is the Which? Trusted Traders Endorsement Scheme?

    Which? Trusted Traders is an endorsement scheme that recognises trustworthy traders across the UK within the consumer home improvement, private motor servicing and repairs industries.

  • The Benefits of a Which? Endorsed Company to you as a Consumer?

    As a consumer, you can be assured that you are dealing with a reputable, honest and trustworthy company, who uphold the highest quality standards, for that much needed peace of mind.

    Furthermore, Which? continually monitor and test every company that holds the endorsement to ensure their high quality standards are upheld.

  • What is a Which? Approved Service Endorsement?

    An Approved Service endorsement under the Trusted Trader scheme recognises that the quality of service offered by a company is best-in-class within the relevant industry.

    To achieve this endorsement, a company must pass a rigorous vetting process by Which? involving ongoing audits and testing of all areas that relate to the endorsement.