We're seeing an increase in calls about heating issues. Please check our advice on how to get your boiler working, before you get in touch with us.

Winter tip: When it's been below freezing outside, the first thing you should check is your boilers condensate pipe.

If it freezes, your boiler won't work.

Follow these steps to defrost your boiler's condensate pipe.

  1. Turn off your boiler

  2. Find the condensate pipe - It’s usually a plastic pipe leading from your boiler to the outside of your property.

  3. Check the pipe for ice or frost, especially at bends or exposed sections outside your property.

  4. Warm up the pipe

    • Fill your container with warm water (not boiling, as boiling water can damage the pipe).

    • Pour the water slowly over the frozen sections of the pipe. Repeat as necessary until the ice melts.

    • If pouring warm water doesn’t work, you can place a hot water bottle or heat pack on the frozen sections of the pipe.

  5. Once the ice has melted, wipe down the pipe with a towel to remove any moisture.

  6. Restart your boiler - turn the mains switch back on and reset your boiler. Check to see if it starts working.

 

Video - Thaw a frozen condensate pipe

What you can do

Reset your boiler

Sometimes, a simple reset is all that's needed.

  1. Locate the reset button on your boiler.
  2. Press and hold the button for up to 10 seconds.
  3. Wait a few minutes for the boiler to restart.

Check the boiler pressure

Low pressure can cause your boiler to stop working.

  1. Look at the pressure gauge on your boiler. If it reads below 1 bar, the pressure is too low.
  2. Follow your boiler manual’s instructions to top up the pressure.

Check for power issues

A blank display on your boiler or clock often indicates a power problem.

  1. Ensure the mains switch (sometimes called a fused spur) is turned on.
  2. This is a common issue, especially if your boiler is located in a cupboard.

Adjust your thermostat

Your boiler might not work if the thermostat is set too low.

  1. Turn the thermostat to a higher temperature.
  2. Wait to see if the radiators heat up.
  3. Once they do, adjust the thermostat back to a comfortable level.
  4. Check your prepayment meter

Check your credit

If you have a prepayment meter, ensure you have enough credit.

  1. Press the button marked "A" on your meter and follow the on-screen instructions.
  2. If you're out of credit, top up in your usual way.

Your boiler's manual

You can find more information by checking your boilers manual. You can find this online by searching for your boiler's make and model. Some of the more common boilers manuals are listed here:

What we can do

If you rent your home from us

If you've followed all these steps and you still need help with your boiler, please request a repair online.

If you own or lease your home

You're responsible for arranging a repair. Find a competent gas-safe registered engineer on the gas-safe register website.