Boiler Cover FAQ’s

Boiler Cover FAQ’s Matty September 13, 2022

Boiler Cover

Joining HomeZilla

Our customer advisors are happy to help and can ensure you’re set up with the right service and support for you.

We’re available on 02921 684 432 between the following hours:

Monday to Friday – 8.00 a.m – 5.00 p.m 

Saturdays – 9.00 a.m – 1.00 p.m

No, we can most effectively deliver our expert service by using our national network of 3000 repair engineers.

Absolutely, our engineers are vetted to ensure the highest possible standards and are regularly checked and/or audited. 

When you sign up you can choose your plan with or without an excess fee per repair. If you choose to pay an excess fee it will lower your monthly charge, but you will be required to pay the chosen fixed fee amount each time you book a repair.

Live Chat:

Monday to Friday: 8 am – 5 pm
Saturday: 9 am – 1 pm
Sunday: Closed

OUR 24 HOUR AUTOMATED HELPLINE: Freephone 0333 577 9090

Outside of opening hours please email and we will get back to you as soon as possible. Thank you.

Yes, contact centre and head office are both based in the UK. 

If you’re switching to HomeZilla from another provider, and maintain a minimum of 12 months continuous service, you will get instant support when you sign up with us.

If you are taking out a plan for the first time, or you have a gap in service, you will not be able to book repairs for faults that occur within the first 14 days of joining us.

Once you’ve signed up for our Home Hub, you will have access to your cover documents including the terms and conditions. This can be found under the Documents section of the Hub. 

As we are a paperless company, we are currently unable to send out policy documents via post, they are available to view on the website as well as in your Home Hub when you have signed up with WarmZilla.

If it’s just boiler cover you’re after, then our Basic Plan is the best for you. This also includes an annual boiler servicing, so you can ensure you don’t void the manufacturer’s warranty and have an optimally-operating boiler. 

For cover ranging from house electrics and plumbing, our Plus or Extra plans may best suit you. 

If it’s all of the above, the Total Plan is best for you. 

Still unsure? Our dedicated customer service team is on standby to talk you through your options. 

Even if your boiler is quite new and still under the manufacturer’s warranty/guarantee, our Total Plan covers your entire heating system – flues, radiators, thermostats, pipework, the lot. Giving you total peace of mind that if anything goes wrong, you can rely on us to fix it. Unlimited callouts and no excess fees are included as part of your plan.

If you’d like a quote on a new boiler, take the WarmZilla Survey and get a fixed-price boiler quote online in 90 seconds, without giving any personal details.

Your new boiler comes with a manufacturer’s guarantee or warranty. Most manufacturers will only honour the warranty if the boiler has been annually serviced by a Gas Safe engineer.

Our ‘Service Plan’ is a great way to spread the payments for your boiler service over a year. It’s one less thing to remember to sort out! 

When you get a ‘Service Plan’ from WarmZilla, we’ll be in touch a month before your next service is due to book your boiler service.

Our comprehensive boiler cover plan, HomeSafe, also includes an annual service and a complete cover of your heating system.

Your HomeZilla plan contract lasts 12 months from the day of contract commencement. Your plan will continue on a rolling one-month contract after the initial 12-month period has expired.

The short answer is yes as Service Plans are available to all customers. If you got your boiler installed with us or another company, you’re eligible to sign up for our boiler Service Plan.

Simple! We’ll contact you a month before your boiler service is due. All you’ll need to do is let us know when you’d like us to carry out the service.

If you want to cancel your plan within the first 14-days after purchasing your HomeSafe Plan (AKA the cooling-off period), you’ll get a full refund of the fees you paid. 

If you decide to cancel after the cooling-off period, you’ll need to pay the remaining amount due on your contract.

Read our Terms and Conditions for more information.

About my Boiler

Yes, we will service and repair any age of boiler, providing it’s powered by natural gas and in good working order when you joined us.

Providing your boiler is in good working condition, when you sign up, it is very unlikely we would be unable to repair it if it breaks down.

We do offer a big discount if we feel your boiler is beyond economical repair (BER).

We service and repair all makes and models of domestic boilers that are powered by natural gas, except Potterton Powermax, Chaffoteaux, and Elm Le Blanc. We do not service or repair: LPG boilers, thermal store boilers, solid fuel boilers, oil boilers, electric boilers, back boilers, or dual purpose boilers.

No, these are not something we cover. 

No, we only work on boilers and systems powered by natural mains gas.

No, we only work on boilers and systems powered by natural mains gas.

Yes, we work on both wall hung and floor standing boilers.

Boiler Servicing

We carry out all free annual boiler services between May and September, towards the anniversary of your plan start date. This is to ensure a fast emergency response time during busy winter months.

We will contact you a month before the annual boiler services are being carried out in your area, to arrange a suitable day to attend. Rest assured, if your service is overdue it won’t affect your support or ability to book a repair via our 24/7 online Enquiry Form.

Yes, it’s included every year, you will be entitled to an annual boiler service within each year of your service agreement. 

No, providing that your boiler and central heating system were in good working condition, with no pre-existing faults, at the time of taking out your plan.

No, by signing up to our service agreement you are confirming that your boiler and central heating system are in good working condition, with no pre-existing faults at the time of taking out your plan. 

Pricing & Payments

Yes, all our plans are available by monthly direct debit.

If you wish to update the bank details for your direct debit please email with your request. 

Unfortunately, we are not able to change the payment date.

Yes, all our plans are available to purchase monthly or annually. 

We don’t know what future prices will be as they are determined by external factors such as inflation, tax rates, and business costs.  

The amount you pay every call out is called an excess. The higher the excess you agree to pay, the lower your monthly payments. Our excess options range from:

  • £0 Excess: This means you pay the maximum monthly payments, and pay nothing for call-outs.
  • £69 Excess: This means your monthly payments are lower, but you pay £69 for each callout.
  • £99 Excess: This is the lowest monthly payment option, however you pay £99 for each call out. 

If you’re unsure which plan is best for you, our dedicated customer support team is on hand to help.

We’re available on 02921 684 432 between the following hours:

Monday to Friday – 8.00 a.m – 5.00 p.m 

Saturdays – 9.00 a.m – 1.00 p.m

To Book A Repair

We will always treat loss of hot water as an urgent repair, and we will treat complete loss of heat as an urgent repair during the winter months (September – February).

We aim to attend all urgent situations by no later than the following working day, when suppliers are open and parts are available.

Under the terms and conditions of your agreement, an emergency situation would be defined as a sudden and unforeseen escape of water or uncontrollable water leak that:

  • Can’t be stopped by turning off the stop tap
  • If left unattended until the following working day would cause further damage to your property
  • Cannot be contained for at least seven hours by putting a container under the leak.

For emergency repairs (uncontrollable water leaks), our average response time is two hours. For urgent repairs (loss of heat or hot water), our average response time is 24 hours. We will try our best to schedule all other general repairs for a day and time slot to suit you.

Yes, all parts used are brand new, genuine, and manufacturer approved, where applicable.

To book a repair please use the Enquiry Form provided on our Contact Us page. 

If your issue is of an urgent nature then please use our live chat function where our customer service advisors can help. Alternatively, please email asap. 


Yes, we cover all areas of the UK through our network of gas safe registered engineers and partnerships with most major boiler and appliance manufacturers.

We service and repair all permanent types of properties providing they are solely used for domestic purposes.

Yes, we service all types of permanent domestic properties.

No, our plans are only suitable for domestic properties.

No, our plans don’t include repairs or servicing of gas fires.

Existing Customers

The Home Hub section on our website allows you to manage your plan at your convenience. Here, you can change your contact details as well as review your service agreement.

To ensure your new property is eligible for our service agreement you’ll need to contact us to discuss further. 

Your agreement is an initial 12-month contract rolling on-going through a monthly basis. 

Please note cancelling your direct debit does not terminate your agreement.

Please contact us to discuss your cancellation options. 

Please note – cancelling your direct debit does not cancel your agreement with us.