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FAQs

Gas Safe Registered

Emergency Boiler Callouts Available

Same-day appointments may be available, subject to engineer availability and location.

0117 9474040

GENERAL QUESTIONS

Who are Home Assist 365 Ltd?

We are a Gas Safe registered heating and plumbing company based in Bristol. We provide boiler repairs, installations, servicing, and maintenance across Bristol, Bath, Gloucester, Swindon, Cardiff, Newport, and Swansea. We’re registered with Gas Safe (632778) and the FCA (971539) and have been serving customers since 2019.

We provide: • Boiler repairs and breakdowns • Boiler installations and replacements • Annual boiler servicing • Gas safety inspections (CP12 certificates) • Central heating repairs • Radiator work • Power flushing • Emergency 24/7 callouts • Boiler Care Plans (monthly breakdown cover) • Finance options for installations
We operate daily across Bristol, Bath, Gloucester, Swindon, Cardiff, Newport & Swansea.
Yes, all our engineers are Gas Safe registered. Our company registration number is 632778. You can verify this at www.gassaferegister.co.uk or by calling Gas Safe Register on 0800 408 5500.

Office Hours: Monday to Friday: 8am – 6pm Saturday: 9am – 5pm Sunday: Closed

Phone: 0117 9474040 Email: helpdesk@homeassist365.co.uk Online: Use the contact form on our website In person: Visit us at Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN (by appointment)
Yes, we provide free, no-obligation quotations for all services. For boiler installations, we’ll visit your property to assess your needs and provide an accurate quote. For repairs, we can often provide estimates over the phone, with a firm quote after diagnosis.
  • Emergency / out-of-hours support: Emergency and out-of-hours support may be available depending on the selected Care Plan, the nature of the fault, engineer availability and location. A fixed attendance time is not guaranteed.
  • Boiler Repairs: Usually within 3-5 working days
  • Boiler Installations: Within 2-3 weeks (subject to availability)
  • Annual Service: Book up to 3 months in advance

BOILER REPAIRS & INSTALLATIONS

How much does a boiler repair cost?

Repair costs depend on the fault and any parts required. Our boiler-repair diagnostic charge is £95 and is waived if the repair is approved during the same visit. Heating-repair labour is charged at £90 per hour. Any required parts will be quoted before work proceeds. Care Plan cover depends on the plan selected and the applicable Care Plan Terms and Conditions.

New boiler installations typically cost £1,800-£3,500 depending on: • Boiler type (combi, system, regular) • Boiler brand and model • Complexity of installation • Additional work required (e.g., pipework, radiators) We offer free surveys and fixed-price quotations with no hidden costs. Finance options may be available for eligible customers. Credit is subject to status and terms and conditions.

We install all major brands including: • Worcester Bosch • Vaillant • Ideal • Baxi • Viessmann • Alpha • Potterton We’ll recommend the best boiler for your property and budget during our free survey.
Most boiler installations take 1-2 days: Simple like-for-like replacement: 1 day System conversion or complex installation: 2 days We’ll confirm the exact timeframe during your survey.
Yes, we remove and dispose of your old boiler as part of the installation. This is included in our quoted price.
New boilers come with manufacturer warranties: • Standard warranty: 2-5 years (depending on brand) • Extended warranty: Up to 10-12 years (available with some models) • Our workmanship guarantee: 12 months We’ll explain warranty options during your survey.

Finance options may be available for eligible customers. Credit is subject to status, affordability and terms and conditions. Full information about available finance options will be provided before the customer enters into an agreement.

If your boiler is beyond economical repair, we’ll: • Explain why it’s not cost-effective to repair • Provide a no-obligation quote for replacement • Discuss finance options if needed • Never pressure you to make a decision Some signs a boiler may need replacing: • Over 15 years old • Frequent breakdowns • Repair costs exceeding 50% of replacement cost • Parts no longer available • Energy inefficiency (old boilers waste money)

BOILER SERVICING

How often should I service my boiler?
Annually. We recommend servicing your boiler every 12 months to: • Maintain efficiency • Prevent breakdowns • Keep warranties valid • Ensure safety • Comply with landlord obligations (if applicable) Regular servicing can extend your boiler’s lifespan by up to 5 years.

Standard annual boiler service: £89. Landlord Gas Safety Certificate (CP12): £79. A boiler service may be included within an eligible Care Plan, subject to the selected plan and its terms.

Our comprehensive service includes: • Visual inspection of boiler and installation • Flue gas analysis • Combustion efficiency testing • Gas pressure testing • Safety device testing • Heat exchanger inspection • Controls and thermostat checks • Cleaning of burner and components • Pressure adjustments • Full written report • Gas Safe completion certificate • Recommendations for any additional work
A standard boiler service takes 45-60 minutes. If any issues are found that require further investigation, it may take longer. We’ll always explain what we’re doing and get your approval before any additional work.
Yes, we can service any make or model of boiler, including those still under manufacturer warranty. Regular servicing by a Gas Safe engineer is usually a requirement to keep warranties valid
Service: Preventative maintenance. Checks everything is working safely and efficiently. Carried out annually whether there’s a problem or not. Repair: Fixes a specific fault. Only needed when something breaks or stops working. Think of it like a car MOT (service) vs fixing a flat tyre (repair).

Landlords: Yes, legally required annually for all rental properties Homeowners: Not legally required but highly recommended for safety We provide CP12 Gas Safety Certificates for landlords: £79

EMERGENCY BOILER CALLOUTS

Do You Offer Emergency or Out-of-Hours Callouts?

Emergency support is available where it is included within an eligible Care Plan and remains subject to the selected plan’s terms, engineer availability and location. Customers should call 0117 9474040 so we can assess the situation and confirm the available attendance options.

An emergency is: • No heating or hot water • Gas leak or smell of gas • Carbon monoxide alarm sounding • Boiler making dangerous noises • Loss of pressure and cannot be restored • Water leaking from boiler For gas leaks: Turn off gas at meter, open windows, evacuate property, call National Gas Emergency: 0800 111 999, then call us.

Emergency attendance times depend on the customer’s Care Plan, location, engineer availability and the nature of the fault. We will confirm the expected attendance window when the call is logged.

We’ll notify you 3 months before your boiler turns 15. Your Care Plan will continue until the end of your current plan year, then cannot be renewed. You’ll receive a pro-rata refund if you paid annually.

Call us on 0117 9474040. We will confirm your membership, assess the fault and explain the cover and any charges that apply under your selected Care Plan.

FINANCE & PAYMENT

What payment methods do you accept?
We accept: • Debit/credit cards (Visa, Mastercard, Amex) • Bank transfer • Cash (up to £500) • Cheque (with banker’s card) • Finance (for installations over £500) • Direct Debit (for Care Plans)

Repairs: Payment due on completion Installations: Deposit (25-50%) on booking, balance on completion Annual Service: Payment before service (or included in Care Plan) Care Plans: Monthly subscription.

Yes, VAT at the current rate (20%) is charged on all services. VAT is included in all our quoted prices.

We offer: • Finance options may be available for eligible customers. Credit is subject to status and terms and conditions. • Payment plans (at our discretion, for genuine hardship) • Care Plans spread the cost of annual servicing and eligible boiler and heating cover through monthly payments. Contact us to discuss options – we’re here to help.

Yes, we are an appointed representative of Koze Group Ltd, who are authorized and regulated by the Financial Conduct Authority (FCA FRN 811281). Our FRN is 971539. Finance is subject to status and affordability checks.
You’ll need: • Proof of identity (passport or driving licence) • Proof of address (utility bill or bank statement within 3 months) • Bank details • Employment and income details • 3 years of address history Applications take around 10 minutes and decisions are usually instant.
If your finance application is declined: • We’ll discuss alternative options • You can pay by alternative means (card, bank transfer) • You can try a different lender (we work with multiple finance providers) • We can arrange a payment plan (at our discretion) Credit checks are recorded on your file even if declined.

GAS SAFETY

How do I know if my boiler is safe?
Signs your boiler is safe: • Regular servicing by Gas Safe engineer • No strange smells (especially gas smell) • No unusual noises • Pilot light is blue (not yellow or orange) • No soot or staining around boiler • Carbon monoxide alarm present and working • Gas Safe certificate up to date
Carbon Monoxide (CO) is a silent killer – you can’t see, smell, or taste it. Warning signs: • Symptoms: Headaches, dizziness, nausea, breathlessness, tiredness, confusion • Boiler signs: Yellow or orange flame (should be blue), soot/staining around boiler, pilot light keeps going out • Install a CO alarm (required by law for new installations) If you suspect CO: Get fresh air immediately, call 999, evacuate property, call National Gas Emergency: 0800 111 999

Requirements differ between England and Wales.

England: Landlords must ensure that a carbon monoxide alarm is installed in any room used as living accommodation that contains a fixed combustion appliance, excluding gas cookers.

Wales: Landlords must ensure that a working carbon monoxide alarm is present in every room containing a gas appliance, oil-fired combustion appliance or solid-fuel-burning combustion appliance. This includes gas cookers.

Alarms should be installed, tested and maintained in accordance with the manufacturer’s instructions.

If you smell gas:

  1. Turn off gas at the meter (turn handle a quarter turn)
  2. Open all windows and doors
  3. Evacuate the property
  4. Do NOT smoke, use electrical switches, or create sparks
  5. Call National Gas Emergency: 0800 111 999 (free, 24/7)
  6. Call us once it’s safe: 0117 9474040
Landlords: Annually (legal requirement) Homeowners: Not legally required but recommended annually Our Gas Safety Checks include: • All gas appliances tested • Flue and ventilation checks • Pipework inspection • Safety device testing • CP12 certificate issued (landlords)

CP12 (Landlord Gas Safety Record) is a legal certificate required annually for all rental properties. It confirms all gas appliances are safe. Cost: £79. Failure to comply with landlord gas-safety duties may result in enforcement action or prosecution, depending on the circumstances.

APPOINTMENTS & ENGINEERS

How do I book an appointment?
Phone: 0117 9474040 (easiest and fastest) Email: helpdesk@homeassist365.co.uk Online: Use our booking form We’ll confirm by email/SMS with date, time, and engineer name.
We offer: • Morning (8am-12pm) • Afternoon (12pm-6pm) • Specific time slots (subject to availability) We’ll do our best to accommodate your preferences.

If you need to cancel or rearrange an appointment, please contact us as soon as possible. Any applicable cancellation or missed-appointment charge will only apply where the amount and circumstances were clearly disclosed before the booking was confirmed. To cancel/reschedule: Call 0117 9474040 or email helpdesk@homeassist365.co.uk

Yes, our engineers will usually call 30-60 minutes before arrival to: • Confirm you’re home • Provide accurate arrival time • Check any access requirements Please ensure your phone is on and accessible.

Our engineers will: • Arrive in marked company vehicle • Wear company uniform or ID badge • Show Gas Safe ID card on request • Call ahead to confirm arrival Never let anyone work on your gas appliances without seeing their Gas Safe ID. You can verify our registration at www.gassaferegister.co.uk (Gas Safe No: 632778).

Please ensure: • Clear access to boiler and surrounding area • Remove any items blocking the boiler • Ensure adequate lighting • Pets are secured • An adult (18+) is present • You have any service history or documentation available • Parking is available (or let us know if restrictions apply)
Our engineers: • Use dust sheets to protect floors and surfaces • Clean up after themselves • Leave the area as they found it • Dispose of waste appropriately We take pride in tidy, professional workmanship.

COMPLAINTS & GUARANTEES

What guarantee do I get on repairs?
We guarantee: • Workmanship: 12 months • Parts: Manufacturer warranty (typically 12 months minimum) • Gas Safe compliance If a fault recurs within the guarantee period, we’ll fix it free of charge.
Contact us immediately: • Phone: 0117 9474040 • Email: helpdesk@homeassist365.co.uk We’ll: • Listen to your concerns • Arrange re-inspection • Fix any issues at no cost (if fault is ours) • Provide refund or compensation if appropriate See our Complaints Policy for full procedure.
Contact us: • Email: helpdesk@homeassist365.co.uk (Subject: COMPLAINT) • Phone: 0117 9474040 • Post: Complaints Department, Home Assist 365 Ltd, Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN We’ll: • Acknowledge within 2 working days • Investigate thoroughly • Respond within 10 working days • Escalate to Director if needed If you’re not satisfied, you can refer to: • Financial Ombudsman Service: 0800 023 4567 (for Care Plans/finance) • Citizens Advice Consumer Service: 0808 223 1133 • Gas Safe Register: 0800 408 5500 (for gas safety concerns)
Yes, we have comprehensive insurance including: • Public liability insurance (£5 million) • Professional indemnity insurance • Employers’ liability insurance • Gas Safe registration (legal requirement) Copies of insurance certificates available on request.

COVERAGE AREA

Which postcodes do you cover?
  • Bristol: BS0, BS1, BS2, BS3, BS4, BS5, BS6, BS7, BS8, BS9, BS10, BS11, BS13, BS14, BS15, BS16, BS30, BS31, BS32, BS34, BS35, BS36, BS37, BS39, BS40, BS41, BS48, BS49, BS98, BS99
  • Bath: BA1, BA2 (central Bath), plus BA3–BA22 for surrounding areas
  • Gloucester: GL1, GL2, GL3, GL4 (central Gloucester), with GL5–GL56 covering the wider county
  • Swindon: SN1, SN2, SN3, SN4, SN5, SN6, SN25, SN26, SN38, SN99
  • Newport NP10, NP11, NP18, NP19, NP20 (main Newport areas)
  • Cardiff: CF3, CF5, CF10, CF11, CF14, CF15, CF23, CF24, CF30, CF91, CF95, CF99
  • Swansea: SA1, SA2, SA3, SA4, SA5, SA6, SA7, SA8, SA9, SA80, SA99

Any additional travel charge, if applicable, will be confirmed before the booking is accepted.

Occasionally, at our discretion. Contact us to discuss. We may charge: • Travel surcharge • Minimum job value • Extended lead times

STILL HAVE QUESTIONS?

If your question isn’t answered here, please contact us:

Phone: 0117 9474040 Email: helpdesk@homeassist365.co.uk Website: www.homeassist365.co.uk

Office Hours: Monday to Friday: 8am – 6pm Saturday: 9am – 5pm Sunday: Closed

EMERGENCY / OUT-OF-HOURS SUPPORT: Emergency and out-of-hours support may be available depending on the selected Care Plan, the nature of the fault, engineer availability and location. A fixed attendance time is not guaranteed.

We’re always happy to help!

QUICK REFERENCE GUIDE

EMERGENCY NUMBERS: • Gas Emergency: 0800 111 999 (National Gas Emergency) • Home Assist 365: 0117 9474040 • Carbon Monoxide Concerns: 999 (if symptoms)

PRICING AT A GLANCE: • Boiler Service: £89 • Landlord Gas Safety (CP12): £79 • Emergency Call-out (non-Care Plan): £95 • Essential Plan: £14.99/month • Radiator & Pipework Plan: £19.99/month • Boiler & Parts Plan: £24.99/month • Complete Coverage Plan: £34.99/month • New Boiler Installation: £1,800-£3,500

RESPONSE TIMES: • Boiler Repairs: 3-5 working days • Boiler Installations: 2-3 weeks • Annual Service: Book up to 3 months ahead

CANCELLATIONS / REARRANGEMENTS: If you need to cancel or rearrange an appointment, please contact us as soon as possible. Any applicable cancellation or missed-appointment charge will only apply where the amount and circumstances were clearly disclosed before the booking was confirmed.