Frequently asked questions

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Boiler Care range.

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    HomeComfort FAQs

  1. I have just signed up for HomeComfort, what happens next?
  2. What does HomeComfort entitle me to?
  3. My boiler’s broken what should I do?
  4. When will you carry out my Annual Service?
  5. What happens at the end of my HomeComfort contract?
  6. Can I apply for HomeComfort if my supplier for gas or electricity is not ScottishPower?
  7. How do I make my payments for HomeComfort?
  8. I’ve applied for a HomeComfort product but I’ve changed my mind?
  9. If I move house can I take my HomeComfort product to my new home?
  10. I’m currently with another service provider for my boiler care, can I break my contract?
  11. What happens at my initial inspection or annual service?
  12. What if my boiler cannot be fixed?
  13. Boiler Repair Cover FAQs

  14. I’ve just signed up for Boiler Repair Cover, what happens next?
  15. What does Boiler Repair cover entitle me to?
  16. My boiler’s broken, what should I do?
  17. Is there any excess payment associated with my Boiler Repair Cover
  18. Can I apply for Boiler Repair Cover if my supplier for gas or electricity is not ScottishPower?
  19. How do I make my payments for Boiler Repair Cover?
  20. I’ve applied for Boiler Repair Cover but I’ve changed my mind?
  21. When will my Boiler Repair Cover contract actually start?
  22. Is there an age limit on my boiler for ScottishPower Boiler Repair Cover?
  23. If I move house can I take my Boiler Repair Cover product to my new home?
  24. I’m currently with another service provider for my boiler repair cover, can I break my contract?
  25. What happens at the end of my contract?
  26. How do I make a complaint?
  27. HomeComfort FAQs

    1. I have just signed up for HomeComfort, what happens next?

    Great we’re pleased to have you with us. We’ll perform the initial inspection within 28 days from the start date which is shown on your welcome letter. We’ll contact you with an appointment but if you would prefer to arrange an initial inspection date to suit you, then call us free on 0800 001 5214. Lines open Monday to Friday 8am - 8pm, Saturday 8am - 5pm.

    2. What does HomeComfort entitle me to?

    HomeComfort Standard Care entitles you to unlimited callouts with access to our 24 hour emergency call centre. With HomeComfort Premium Care you have the extra reassurance of care for your radiators as well.

    For full details of your care please refer to our Terms & Conditions.

    3. My boiler’s broken what should I do?

    Contact us straight away on our free emergency number - 0800 111 4686 (it’s open 24 hours, 7 days a week).

    One of our advisers will discuss your breakdown and can arrange for a Service Engineer to visit your property. On that visit we will do our best to fix your boiler, but follow up visits may be required.

    4. When will you carry out my Annual Service?

    We’ll be in touch when your Annual Service is due. If you’ve just signed up for HomeComfort we’ll aim to carry out your first annual service at the same time as your initial inspection; subsequent annual services will be on or around the anniversary of this. We’ll send a letter advising when we’ll visit your property to do this. Don’t worry if this appointment is not convenient as you can call us and rearrange it to a date that is better suited to you.

    5. What happens at the end of my HomeComfort contract?

    We’ll write to you at least 6 weeks before the end of your contract to advise that you’re approaching your contract renewal date. The letter will contain details of your monthly payments for the year ahead. Unless you notify us in writing at least 2 weeks before the date your contract is due to renew that you wish to cancel, we’ll automatically renew your contract so that you can continue to enjoy the benefits of your HomeComfort product. If you change your mind after this date and wish to cancel then all you have to do is call 0800 001 5214 (lines open Monday to Friday 8am - 8pm, Saturday 8am - 5pm) and we’ll organise this for you.

    6. Can I apply for HomeComfort if my supplier for gas or electricity is not ScottishPower?

    Yes, you don’t need to be a ScottishPower energy customer, or have one of our boilers, to apply for one of our HomeComfort products. Find out more about our range of boiler cover and boiler care packages here.

    7. How do I make my payments for HomeComfort?

    Your payments will be collected through monthly Direct Debit on a date agreed with you. We’ll take your bank account details at the time of setting up the agreement.

    8. I’ve applied for a HomeComfort product but I’ve changed my mind?

    We want you to be completely happy with your decision to take HomeComfort from ScottishPower and have provided you with a 14 day cooling off period if you change your mind. Please let us know by calling us on 0800 001 5214 or using the cancellation form that can be found here.

    9. If I move house can I take my HomeComfort product to my new home?

    You can’t take your current HomeComfort product with you. However if you call us we can easily arrange to set up a new contract for one of our boiler cover products at your new home. Please contact us on 0800 001 5214, (lines open Monday to Friday 8am - 8pm, Saturday 8am - 5pm)

    10. I’m currently with another service provider for my boiler care, can I break my contract?

    The right to cancel your current service contract will depend on the terms and conditions of that contract. We recommend you check your current service provider's terms & conditions to determine this.

    11. What happens at my initial inspection or annual service?

    The engineer will complete an inspection\service on your boiler.In many cases a visual check may be all that is needed and the engineer will not perform anything intrusive. The service engineer will confirm if you have passed or failed your initial inspection. There may be cases where we recommend remedial work so that your boiler is at the standard that allows you to be covered under this contract. The service engineer will talk you through this.

    12. What if my boiler cannot be fixed?

    We will do our best to fix your boiler on the first visit, however further visits may be required to fit parts, etc. If the boiler is deemed as ‘Beyond Economical Repair’ this means that we can no longer cover your boiler under this contract due to the cost or availability of parts. This is covered in your Terms & Conditions and will be discussed with your service engineer.

    Boiler Repair Cover FAQs

    13. I’ve just signed up for Boiler Repair Cover, what happens next?

    Great we’re pleased to have you with us. Your policy is a boiler and controls repair only policy. Your first Direct Debit will be taken on the day you selected at point of sale but no earlier than 14 days after the sale. You will receive a welcome letter with policy details by email or post.

    14. What does Boiler Repair cover entitle me to?

    Boiler Repair Cover entitles you to unlimited callouts, with access to our 24 hour call centre and qualified gas safety engineers. This entitles you to a repair limit of £500. If we’re unable to repair your boiler within this limit we’ll refund your payments For full details of your care please refer to our Terms & Conditions.

    15. My boiler’s broken, what should I do?

    Contact us straight away on our emergency number - 0800 111 4686 (it’s free from a landline and mobile and open 24 hours, 7 days a week). Our advisers will discuss your breakdown and can arrange for an engineer to visit your property. If you have purchased an excess policy, a £50 call out fee will be required at this time.

    16. Is there any excess payment associated with my Boiler Repair Cover

    Boiler Repair Insurance Cover with Excess requires a £50 call out fee to be paid on each breakdown. The £50 payment shall be collected by our agent at the time of reporting the breakdown and prior to the engineer’s attending. This is applicable to Boiler Repair Insurance Cover with Excess Policy only.

    17. Can I apply for Boiler Repair Cover if my supplier for gas or electricity is not ScottishPower?

    Yes, you don’t need to be a ScottishPower energy customer, or have one of our boilers, to apply for one of our energy services products. Find out more about our range of boiler cover and boiler care packages here.

    18. How do I make my payments for Boiler Repair Cover?

    Your payments will be collected by monthly Direct Debit on a date of the month you selected at point of sale. We’ll take your bank account details at the time of setting up the agreement.

    19. I’ve applied for Boiler Repair Cover but I’ve changed my mind?

    We want you to be completely happy with your decision to take Boiler Repair Cover from ScottishPower. However, you have a 14 days cooling off period, in which to change your mind. You’ll need to let us know by either calling us on 0800 001 5214 (lines open: Monday to Friday 8am-8pm, Saturday 8am-5pm) or using the cancellation form that can be found here.

    20. When will my Boiler Repair Cover contract actually start?

    If you’ve signed up for Boiler Repair Cover with ScottishPower, your cover will start on either your first successful Direct Debit payment date or 21 days after the day of sale whichever is later.

    21. Is there an age limit on my boiler for ScottishPower Boiler Repair Cover?

    There’s no age limit on your boiler, as long as the essential working parts are available in the event of a breakdown.

    22. If I move house can I take my Boiler Repair Cover product to my new home

    No you can’t take your current Boiler Repair Cover with you. However if you call us we can easily arrange to discuss your options for your new home. Please contact us on 0800 001 5214. It’s free from a landline and mobile (lines open: Monday to Friday 8am-8pm, Saturday 8am-5pm).

    23. I’m currently with another service provider for my boiler repair cover, can I break my contract?

    The right to cancel your current service contract will depend on the terms and conditions of that contract. We recommend you check your current service provider's Terms & Conditions to determine this.

    24. What happens at the end of my contract?

    We’ll write to you at least 6 weeks before the end of your contract to advise that you’re approaching your contract renewal date. The letter will contain details of your monthly payments for the year ahead. Unless you notify us in writing at least 2 weeks before the date your contract is due to renew that you wish to cancel, we’ll automatically renew your contract so that you can continue to enjoy the benefits of your Boiler Repair contract. If you change your mind after this date and wish to cancel then all you have to do is call 0800 001 5214 (lines open: Monday to Friday 8am-8pm, Saturday 8am-5pm) and we’ll organise this for you.

    25. How do I make a complaint?

    If you have a complaint or issue with your Boiler Care products, please contact us on 0800 001 5214 (lines open: Monday to Friday 8am-8pm, Saturday 8am-5pm).