Frequently asked questions

Find out more about our
Boiler Care range.

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

The appointment for your initial inspection will be created automatically, and we’ll be in touch with the details. The initial inspection of your boiler will be within 4-6 weeks. We'll let you know when we will visit your property to do this. If the time we set isn't convenient, just call us to rearrange it to a date and time that is better for you.

What am I protected from with HomeComfort?

If your contract is for HomeComfort Standard Care then this entitles you to unlimited callouts for your boiler and standard controls. If you have HomeComfort Premium Care you have the extra reassurance of protection for your radiators as well.

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

My boiler is broken, what should I do?

You should contact us straight away on our emergency number 0800 111 4686. The emergency call centre is open 24/7 and one of our advisers will discuss your breakdown and arrange for an engineer to visit your property as quickly as possible.

When will you carry out my Annual Service?

Your annual service appointment will be created automatically, and we’ll be in touch with the details when it's due.

If you have just signed up for HomeComfort we will aim to carry out your first annual service at the same time as your initial inspection, subsequent services will be on our 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 is not convenient as you can call us and rearrange it to a date and time that is better for you.

What happens at the end of my HomeComfort contract?

We'll write to you 6 weeks before the end of your contract to advise that you are approaching your renewal date. The letter will contain details of your monthly payments for the year ahead and we will automatically renew your contract so that you continue to enjoy the benefits of HomeComfort boiler care.

Will I get a ScottishPower Engineer if my boiler breaks down?

If you are an existing Boiler Care customer we will send a ScottishPower appointed qualified engineer to carry out any necessary work.

Can I apply for boiler cover if my supplier for gas or electricity is not ScottishPower?

Yes, you do not need to be a ScottishPower energy customer, or have one of our boilers, to apply for one of our Boiler care products.

Simply click here to find out more about our boiler care.

If my boiler completely breaks down only a few weeks or months after the contract has started will you replace my boiler?

No, unfortunately your boiler will not be replaced. The boiler care contract is a 'Maintenance and Repair' policy as detailed in the terms and conditions. It is not a 'New for Old' insurance policy.

Please refer to the terms and conditions of your product for full details, the terms and conditions for each product can be found on the product page here.

I have an LPG boiler; can I sign up for the HomeComfort product?

No, unfortunately only mains gas boilers/heating systems are eligible.

Please refer to the terms and conditions of your product for full details, the terms and conditions for each product can be found on the product page here.

Can I arrange for my initial boiler inspection to be a Saturday or Sunday?

We do offer weekend inspection appointments, although these do tend to be very popular and therefore can be booked up quickly. To arrange a suitable appointment at a time that best suits you, we recommend you Contact Us as soon as possible.

How do I make my payments on the boiler care product?

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

If I agree to join your boiler care offer, what happens if I then change my mind?

There is a 14 day cooling off period from the date you receive written confirmation of your agreement, during which you can change your mind.

If you decide to cancel the agreement, you would need to send your cancellation notice either by letter or by email or alternatively you can call us. You will find full details on how to do this in your written confirmation.

When will my boiler care contract actually start?

If you have signed up for boiler care with ScottishPower, your cover will start on the date on which we receive your first successful Direct Debit payment.

Is the boiler care a 12-month contract?

Yes, but you can cancel the agreement at any time.

You’ll find out more information in the product terms & conditions available on each product page here

Is there an age limit on my boiler for ScottishPower care?

There is no age limit on your boiler, as long as the essential working parts are available in the event of a breakdown. We will confirm if we can cover your boiler during the initial inspection visit.

You’ll find out more information in the product terms & conditions available on each product page here.

If I move house can I take my boiler care to my new property?

No, unfortunately your contract will not automatically transfer to your new property. Once you have moved into your new property you will need to contact us and we’ll set up a new contract for you.

Does boiler care cover my under floor heating?

No, unfortunately our boiler care service does not cover under floor heating.

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.

You sent me an appointment by letter, but I won't be in when the engineer is due to call. What should I do?

Please call us as soon as you can to rearrange a suitable appointment. You can call the number shown at the top of your bill, or go to our Contact Us page if you don’t have this to hand.

I’ve just applied for a HomeComfort product but I’ve changed my mind and want to cancel. What do I do?

We want you to be completely happy with your decision to take HomeComfort from ScottishPower. However, you have a 14 day cooling off period, after the date of sale in which to change your mind. You’ll need to let us know by completing our online cancellation form or calling us on 0800 001 5214 (lines open Monday - Friday 8am-8pm, Saturday 8am-5pm)

How do I cancel my HomeComfort product?

We want you to be completely happy with our HomeComfort product. If you’re not completely convinced or have changed your mind, let us know by calling us on 0800 001 5214 (lines open Monday - Friday 8am-8pm, Saturday 8am-5pm) or by completing our online cancellation form.

What are the full terms and conditions?

You can view the full terms and conditions for the BoilerCare products below: