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Will you struggle to book a boiler service this winter?

Lack of appointments among the top problems faced by boiler owners

The nights are drawing in, temperatures are dropping and your boiler is back in action. Getting an annual boiler service will make sure your home stays warm all winter, but we’ve discovered that some boiler cover firms are letting down their customers. 

We’ve received complaints from people struggling to get their boiler serviced in the winter, despite having a boiler servicing contract.

We asked 2,530 boiler servicing contract customers* to tell us about their experiences. Our research discovered that the ease of arranging a service varies by a huge amount between providers.

For one firm,  more than one in 10 customers found it difficult to arrange their service – compared with only 1% of a rival provider’s customers.

Heading into winter without an annual boiler service means you don’t know if your boiler is in the best working order. So you miss the chance to catch and fix problems upfront, rather than facing a broken boiler on a cold winter evening.

Check our boiler servicing contracts reviews before you pick a provider.

Problems with arranging a boiler service

Customers who didn’t find it easy to arrange their boiler service said that appointment availability, cancellations and timing were to blame.

These reasons were equally commonly experienced by respondents.

If you’re paying for boiler cover for peace of mind this winter, make sure you check the best boiler servicing contracts.

Best and worst boiler servicing contracts

Based on customer feedback, we rated seven major brands that offer boiler servicing contracts. The top-scoring provider scored a full five stars out of five on every measure – from customer service, to ease of contacting, to repair response time and value for money.

But the lowest-scoring firm was rated just three stars out of five on factors including value for money and time taken to respond to a repair.

Although paying for a boiler servicing contract is only financially worth it, on average, for 4.5% of you, we know that people take it out for peace of mind. So if this applies to you, make sure you don’t pay more than you need to.

Follow our tips to see whether you could save £100 on a boiler servicing contract.

Why getting a boiler service is important

We recommend that boilers are serviced annually to make sure that they’re performing efficiently and safely. Plus, some manufacturers state that your boiler must be serviced each year for the warranty to remain valid.

Three-quarters (77%) of those we surveyed had their boiler serviced in the past 12 months. But 8% said their boiler’s last service was more than 18 months ago.

On average, you’ll have to pay for a boiler repair every three-and-a-half years, our research** has revealed. It will cost between £155 and £215 on average. But getting your boiler serviced regularly will help protect against costly repairs.

Use our advice to make sure you get the best boiler service.

Our research

Online surveys:
*2,530 Which? members in July 2018 who have a boiler servicing contract.
**12,191 boiler owners consisting of 11,571 Which? members plus 620 members of the general public. Survey from 23 April to 9 May 2018.

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