Emergency Callouts
No heating, no hot water, a leak or a gas concern? Gas Safe registered engineers across BA, BS, GL and SN, available in as little as 1 hour, day or night.
What counts as an emergency?
A boiler breaking down unexpectedly is stressful at the best of times, and worse when it happens in cold weather. Not every fault needs an emergency callout though, and knowing the difference can save you paying the premium rate unnecessarily.
Genuine emergencies
- Complete loss of heating and hot water in cold weather
- Water leaking directly from the boiler
- Unusual noises with complete system failure
- Error codes indicating a dangerous fault
Can usually wait
- Intermittent heating or hot water issues
- A minor, contained radiator or pipe leak
- Noises without a full system failure
- Gradual loss of pressure or efficiency concerns
What happens when you call
We'll ask a few quick questions to understand the problem, whether it's a genuine emergency, and whether any temporary measures can help in the meantime. Once booked, our Gas Safe registered engineer attends, carries out a thorough inspection and diagnostic checks, explains the fault in plain terms, and gets to work.
- Response in as little as 1 hour, depending on your location and current workload
- Most jobs fixed on the first visit - our 98% first time fix rate means we carry the common parts on the van
- Clear costs before we start - the fixed rate is agreed and paid online when you book, with any further work quoted separately
- If parts are needed, we'll explain the options and, where possible, arrange a temporary fix while we source them
Repair or replace?
Sometimes an emergency callout reveals that replacement makes more sense than repair - particularly if the boiler is over 10 years old, the repair cost is a large fraction of a new boiler's price, it's not the first breakdown in recent years, or parts are becoming hard to source. We'll always give you an honest recommendation rather than push for the more expensive option; see our boiler installation page if replacement is the better route for you.
Avoiding the next emergency
Prevention beats a 2am callout every time. An annual service catches most problems before they become emergencies, bleeding radiators regularly clears trapped air, and keeping an eye on system pressure and addressing small issues early stops them turning into a full breakdown.
Emergency Callout FAQs
The questions we are asked most often about emergency response.
What counts as a boiler emergency?
Complete loss of heating and hot water in cold weather, water leaking directly from the boiler, unusual noises alongside a complete system failure, or error codes indicating a dangerous fault are all genuine emergencies. A gas smell is different - leave the property, don't touch any switches, and call the National Gas Emergency Service on 0800 111 999 immediately, then let us know once it's safe.
What doesn't need an emergency callout?
Intermittent heating or hot water issues, a minor contained radiator leak, noises without a full system failure, gradual loss of pressure, or general efficiency concerns can usually wait for a standard appointment - book these through our routine service or a normal enquiry instead.
How quickly can you respond?
Our 1 Hr / Sameday / 24 Hr tier is available day or night for genuine emergencies, with engineers aiming to respond in as little as 1 hour depending on your location and current workload. If it isn't urgent, our next day response (8am-8pm, 7 days) is a faster, lower-cost option than the emergency rate.
How much does an emergency callout cost?
Our 1 Hr / Sameday / 24 Hr emergency rate is a fixed £130 inc VAT, booked and paid securely online before the engineer is dispatched, so there's no surprise call-out fee. Any parts or further work beyond the initial visit are quoted separately before we proceed.
What happens during an emergency callout?
We'll ask a few questions on booking to understand the problem. Our Gas Safe registered engineer then attends, carries out a full inspection and safety check, explains the fault in plain terms, and either completes the repair on the spot (most jobs are fixed first time) or explains what parts are needed.
How can I reduce the risk of a boiler emergency?
An annual service is the single best way to catch problems before they become emergencies. Bleeding radiators regularly, keeping an eye on system pressure, and addressing minor issues promptly also go a long way toward avoiding a breakdown at the worst possible time.