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FAQs

Here are some answers to some commonly asked questions

Making the right choice

Should I convert to a Combi? What boiler type is right for my home?

We think the easiest way to explain what boiler type is right for you is by starting with which type of home you have:

Small to medium homes (1-3 bedrooms, 1-2 bathrooms)

If your home looks like this, we typically recommend a combi, and it's likely that you already have one. Replacing your combi will always be the best choice, unless you simply must have two people showering at the same time each day.

If you've got a water tank in the loft (and another, usually in the airing cupboard), you've got a regular boiler. We generally recommend that you convert this to a combi, as it opens up space by removing the water tanks, and you'll no longer have to worry about parts like pumps failing.

If you've got no tank in the loft, but one somewhere else, you've got a system boiler. In this case, it's likely best to keep this set up, as it offers the best hot water performance, unless your priority is to save space in the airing cupboard or you often run out of hot water.

Larger homes (4-5 bedrooms, 2-3 bathrooms)

For larger homes with more occupants, it becomes more of an art than a science, and often comes down to what's most important to you.

If you have a combi already, and you're happy with it, then there's no reason you shouldn't replace it with another - it will be by far the most cost effective option.

If you've got a regular boiler (with a water tank in the loft), the most cost effective option would be to replace it like-for-like, as you're able to keep using your existing cylinders and pumps. If you're dissatisfied with your showers, your best bet is likely to be a powerful combi or a system boiler. Choose a combi if your priority is cupboard space and never running out of hot water after multiple baths and showers in a row. Choose the system if your priority is having multiple people using hot water at once.

If you have a system (with a hot water cylinder but no tank in the loft, sometimes called an 'unvented' system), we'd typically recommend that you keep this set up, as it offers the best hot water performance for large, busy households. You'd only convert to a combi if your priority is getting rid of the hot water cylinder.

A 'best of both worlds' option is upgrading to a storage combi, which is a slightly larger combi with a hot water tank inside, giving you the space saving of the combi with the performance of a system - we're happy to talk to you about this as an option.

Very large homes (4-5 bedrooms 4 or more bathrooms)_

For very large homes, if you have a combi and you're happy with it now, we're happy to talk with you about a storage combi or high power model that would fit your needs.

If you have a regular boiler, we'd generally recommend a like-for-like replacement, or an upgrade to an unvented system. Our first choice for these types of homes is an unvented system - this gives you the hot water performance that a household of this size deserves.

Don't you need to visit my property to give me a proper quote?

We know that a boiler sounds like something that is best to get someone to have a look at in person. We've done a lot of work behind the scenes to save you time, and allow us to give you a guaranteed price in minutes. We do this by asking you for a few photos, which your personal heating expert reviews to ensure we're prepared with the right parts and know what to expect. Our expert looks for the same things that an engineer looks for when they are quoting in the home.

If our expert identifies any special parts in order for your system to perform as you'd expect, we'll include them free of charge - your price never goes up.

What if I have second thoughts that I've chosen the wrong boiler?

We only recommend what our heating experts think are the best choices for your home - nothing more or less. If you have questions at any point, we're always here to answer them. Perhaps you've talked to a friend, colleague or trusted tradesman and they've recommended something a different type or size of boiler.

We have personal heating experts who can give you their honest advice on what will give you the best outcome, including alternative options based on your personal preferences.

We're not about selling you a boiler - we're about ensuring you get the best outcome for your home and family, and the best way of doing this is to talk through your questions on 0808 169 6484.

I'm thinking about repairing rather than replacing - should I?

We get asked this question, often at a stressful and confusing time.

We find that the general rule of thumb is, if your boiler is more than 10 years old, or is not covered under warranty, it's always better to get it replaced.

We're not just saying this to sell you a new boiler - for our own homes, we'd rather not worry about the boiler breaking down again in the winter, and you could spend hundreds and weeks of stress, cold winter nights, and be back in the same place you were. We'd rather start fresh and have peace of mind.

The lower bills from a more efficient boiler are a bonus too, and if your boiler is very old and inefficient, the monthly savings could even largely offset your monthly payments for a brand new installation.

I have solar power - can I get a boiler through hiber?

Yes, many of our boilers are solar compatible.

Just click on "View technical specifications" and if there's a green tick next to solar compatible, the boiler can be used with solar systems.

To make sure that your new boiler is the best solution for your particular set up, it's best to talk to one of our heating experts - just call us on 0808 169 6484.

Paying for your boiler

How does paying monthly work?

We offer the ability for you to pay for your boiler monthly, with no deposit if you choose - just call us to get started.

We'll discuss the details over the phone, and you'll then sign a credit agreement with one of our credit providers. You'll pay your monthly payment to them each month.

If you have any questions about monthly payments, we're happy to talk this through on the phone on 0808 169 6484.

We are authorised & regulated by the Financial Conduct Authority as a credit broker (FRN 810654).

Can I pay back early?

Yes. Just get in touch with us at any point, and we'll arrange with our credit provider, who will offer you a settlement amount for early repayment.

Do I have to pay a deposit?

No, you do not need to pay a deposit.

You have the option to pay a deposit if you'd like to reduce your monthly payments.

Installing your boiler

Who are our installers?

We're proud of our installer network. Every hiber installer must be Gas Safe registered, have over 5 years of experience installing boilers and undergo rigorous checks including DBS checks, as well as an assessment and ongoing coaching to make sure they meet the highest standards.

On a personal level, they're also people we'd let into our own homes. We wouldn't have it any other way.

Are hiber installers Gas Safe registered?

Yes, all our installers are Gas Safe registered, have a wealth of experience installing boilers and undergo rigorous vetting including DBS checks.

We know you want to be fully confident when letting them into your home, and we want to be too.

Do I need to do anything before the installer arrives?

To make things run smoothly on the day, we'd really appreciate if you could clear the space around your boiler and flue, if there is anything in the way.

Will hiber take away my old boiler?

Yes, our engineers will take away your old boiler and parts and leave your place spotless.

Your warranty

Who provides the warranty?

The 10-year warranty on all our boilers is provided and backed by the boiler manufacturer, and is their way of standing behind the quality of their product. Both manufacturers are global leaders in heating, with a focus on quality engineering, which is why we have chosen these partners' products.

Worcester Bosch has been operating since 1962 and is the largest UK-based boiler manufacturer.

Viessmann has been operating since 1917 and operates in 74 countries globally, is a heating leader in Europe and is active in the UK, including sponsorship of the Huddersfield Town Football Club.

What does my warranty cover?

Worcester Bosch

Worcester Bosch's guarantee approach is “no quibble” and they always aim to do right by their customers in the unlikely event something goes wrong, provided that they authorise or carry out the repair or replacement. Engineers from Worcester Bosch are usually best placed with the right parts and expertise to fix any issues quickly.

You can find more about this guarantee here.

Viessmann

Viessmann are known for their longevity. Under their warranty, Viessmann will repair or replace any boiler parts that have been manufactured by themselves, and are shown to be defective in material or workmanship.

You can find more information here.

How do I activate my warranty?

We'll take care of activating the warranty for you - you'll get confirmation from the manufacturer that this has happened so you know you're covered.

How do I keep my warranty valid?

To keep your warranty valid, you'll need to get your boiler serviced each year, which ensures your system is operating well and reduces the risk of winter breakdowns.

We can take care of the service - just tick the box that says you'd like us to remind you when your service is due and we'll take care of reminding you when it's time.

What do I do if my boiler breaks down?

If your boiler breaks down, don't panic - just give us a call and we can advise on the best way to get it back up and running. We might even be able to diagnose and fix the issue over the phone. If not, we'll help you rely on your warranty to get it fixed as soon as possible.