FAQs & Help

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.

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.

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. 

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. 

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. 

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.

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. 

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.

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.

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.

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.

Please ensure your heating is not in an override situation.  The menu is not available when in this state. 

If an exclamation mark is visible on the screen of your Halo control it indicates that your boiler has a fault. When the exclamation mark is visible the right hand button will take you to a fault page with a description of the fault on your boiler and instructions of what you need to do.

If your boiler has a fault and you have the Halo Combi Wi-Fi, the exclamation mark fault icon will also show on your app screen and you can tap through to a fault page  with a description of the fault on your boiler and instructions of what you need to do.

If a spanner is visible on the screen of your Halo it indicates that your boiler is due a service. If the spanner is grey your service is due in 60 days, if it is amber your service is due within 30 days, if it is red your fault is due now or overdue.

To lock the screen to avoid any adjustments simply press the 2 buttons at the same time until the padlock icon appears. To remove the lock press the 2 buttons together again until the icon disappears.