FAQs & Help

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

What is not covered by the Extended Warranty?
The Extended Warranty does not cover:
- Non‑Ideal equipment or third‑party components
- Installation defects or system alterations
- Accidental, cosmetic, or malicious damage
- Issues caused by failure to complete annual servicing
- General household issues outside the heat pump system
Full details are set out in the standard product Warranty terms and standard warranty conditions.
Does the Extended Warranty cover damage caused by extreme weather or flooding?
Damage caused by events such as flooding or extreme weather is not normally covered unless explicitly stated in the standard warranty terms. In many cases, this type of damage may be covered by your home insurance instead.
What do I do if I'm unhappy with a repair visit?
You should contact Ideal Heating directly in the first instance so we can investigate and resolve your concern as quickly as possible in line with our complaints policy and process.
What happens if I need to reschedule an appointment?
If you need to reschedule, you should contact Ideal Heating as soon as possible. We’ll work with you to arrange an alternative appointment.
Will I be notified before any price changes take effect?
Yes. If you pay by subscription and the price changes, you will be given advance notice before the new price takes effect.
What happens if a Direct Debit payment fails?
If a payment fails, you’ll be contacted to resolve the issue. Continued non‑payment will result in the Extended Warranty being cancelled, at which point all Extended Warranty cover will end immediately.
Can I pay annually rather than monthly for direct debit subscription products?
Yes. An annual direct debit option is available for subscription products.
Are there any parts or types of damage that are not covered?
Yes. The Warranty covers Ideal‑supplied parts of the heat pump system. It does not cover:
- Accidental or cosmetic damage
- Damage caused by misuse, neglect, third parties, or non‑Ideal components
- Issues caused by installation faults or system changes made after installation
Full exclusions are set out in the standard warranty terms.
How quickly will an engineer be sent out if my system breaks down?
Once a fault is reported using the required fault‑reporting process, Ideal Heating will take reasonable steps to arrange support as quickly as possible. Response times may vary depending on demand, location, and the nature of the fault.
Is there a limit on the number of callouts or repairs covered each year?
No. There is no fixed limit on callouts or repairs, provided the fault is covered under the terms of the Warranty.
Is there a period before I can claim against the warranty breakdown?
Where the appliance is out of warranty at the time of application and you do not declare a fault there is a 30 day period where a claim can not be made.
Do I need to pass any checks or inspections before signing up?
No, however, during sign up you will be asked about the annual service history and any current faults on the system. If there is an insufficient service history or the appliance currently has a fault you will be offered an appropriate service plan to either bring the annual servicing up to date or include an initial repair.
What is the maximum Extended Warranty length available?
- Logic Air – 10 years
- HP290 – 7 years
Can the warranty be transferred to a new homeowner?
If additional Extended Warranty has been purchased by up front payment this will be transferred to the new owner automatically. If Extended Warranty has been purchased by direct debit, the contract will be cancelled and the new owner will need to apply for a new Extended Warranty agreement.
Is this a replacement for the standard warranty?
No – this is an extension to the standard warranty – the same terms and conditions apply.