Our customer portal will be unavailable from 8am on Monday 14 October until 8am Monday 21 October due to maintenance of our systems. 

What can you do

It's normally easy to get your boiler back up and running. If you're happy and able to try a few simple things, you don't need to wait for us.

Your boiler might need a simple reset.

  1. Push the reset button for up to ten seconds
  2. Wait a few minutes for the boiler to start

If it doesn't work, try the following things too. 

Boilers can stop working if the pressure is too low. If the pressure gauge reads below 1 you'll need to top up the pressure.

One common problem is a blank display on the clock and the boiler. This can happen when the main switch has been accidentally turned off. This is particularly common when you're boiler is in a cupboard. 

To fix this, you can check that the mains switch, sometimes called a fused spur is turned on.

Check your thermostat hasn't accidentally turned down, preventing the heating from turning on. 

To fix this, turn the thermostat to a high temperature and wait to see if the radiators start heating up. Once they do, you can return the thermostat to a comfortable temperature

You can do this by pressing the button marked A on your meter and following the on-screen instructions. If you're out of credit, you'll need to top up in your normal way.

See our winter heating tips if it's been below freezing outside and your boiler has stopped working. Watch this video from 1.05 minutes in to see how to use Boiler Bouy when your condensate pipe freezes   

You can find more information by checking your boilers manual. You can find this online by searching for your boiler's make and model. Some of the more common boilers manuals are listed here:

 If there's a chance that the temperature has been below freezing, and your boiler is now not working, watch this video from 1.05 minutes in to see how to use Boiler Bouy when your condensate pipe freezes    

What we can do

If you rent your home from us

If you've followed all these steps and you still need help with your boiler, please report a repair online.

If you own or lease your home

You're responsible for arranging a repair. Find a competent gas-safe registered engineer on the gas-safe register website.