Emergency Heating FAQs
What to do when your heating or hot water fails unexpectedly.
How quickly can you respond to a heating emergency?
We aim to respond to emergency call-outs within 2–4 hours across our West Sussex coverage area. We operate 24 hours a day, 7 days a week, 365 days a year — including Bank Holidays and Christmas.
Is there an extra charge for out-of-hours emergency call-outs?
Out-of-hours emergency call-outs (evenings, weekends, and Bank Holidays) do attract a higher call-out charge than standard daytime appointments. We'll always advise you of the cost before attending. Guardian Care Plan customers benefit from reduced or waived call-out fees — see our Care Plan page for details.
What should I do if I smell gas?
If you smell gas: do not turn any electrical switches on or off; do not use naked flames; open windows and doors to ventilate; turn off the gas at the meter (the lever should be perpendicular to the pipe); evacuate the property; and call the National Gas Emergency Service immediately on 0800 111 999 (free, 24/7). Do not re-enter until told it is safe to do so. Only then should you call a Gas Safe engineer.
My heating has stopped working in cold weather — what should I check first?
Before calling an engineer, check: (1) your boiler pressure — it should be between 1 and 1.5 bar; (2) that the thermostat is set correctly and calling for heat; (3) that the programmer or timer is set correctly; (4) that the condensate pipe isn't frozen (in very cold weather this is a common cause); (5) that your gas supply is live by checking another gas appliance. If these checks don't resolve the problem, call us on 01483 676108.
How do I unfreeze a frozen condensate pipe?
A frozen condensate pipe is a common winter fault. The condensate pipe is usually a white plastic pipe that runs from the boiler outside, often through a wall or along an external surface. You can carefully thaw it by pouring warm (not boiling) water along the pipe. Once thawed, reset your boiler. If you're not confident doing this, call us and we can talk you through it or attend if needed.
What should I do while waiting for the engineer to arrive?
While waiting for the engineer: keep your home warm using electric heaters or warm clothing; avoid attempting to repair the boiler yourself; if there's a gas smell, follow the gas emergency procedure above; if there's a water leak, turn off the water supply at the stopcock; make a note of any error codes displayed on your boiler's control panel to share with the engineer.
My boiler is making a loud noise — is it an emergency?
Unusual boiler noises aren't always emergencies, but they should be investigated promptly. A loud banging, whistling, or gurgling sound can indicate low pressure, limescale build-up, air in the system, or a failing pump. If the noise is accompanied by a loss of heating or hot water, error codes, or any smell of gas, treat it as urgent and call us immediately.
Is a boiler breakdown covered by home insurance?
Standard home insurance policies rarely cover boiler breakdowns. Boiler cover is usually a separate policy — either through a specialist provider or through your energy supplier. Alternatively, our Guardian Care Plan provides comprehensive cover for your boiler and heating system, often at a more competitive monthly cost. Call us to compare.
Still Have Questions?
Our Gas Safe registered engineers cover Surrey and surrounding areas. Call for a free, no-obligation answer or to book an engineer.
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