Question 1

When does my cover start?

Accepted Answer

Your policy starts on the day your application is submitted. However, there is an initial 30-day period where you cannot make a claim. This is to prevent claims on pre-existing problems and to keep premiums low.

Question 2

What if I already have a home emergency plan elsewhere?

Accepted Answer

You should be able to cancel and switch to We Heat London. For more information, please call our sales team on 020 7138 1075.

Question 3

Am I tied into a contract?

Accepted Answer

If you cancel the policy within 14 days of setting up your plan, we will refund the premium paid for the current policy period with no charges. You are free to leave us at any time, however, cancellation charges may apply. See cancellation rights and charges in the policy terms and conditions.

Question 4

Are there any callouts or excess charges?

Accepted Answer

If you have selected one of our standard plans without a £60 fixed excess charge, then you will pay no excess. If you choose to take out one of our policies with a fixed £60 excess, then you will be charged £60 for each callout. This charge is not refundable and does not apply to subsequent visits made within 30 days, to fix the fault identified at the initial callout. There is no callout charge for your annual boiler service.

Question 5

What are your response times?

Accepted Answer

In the event of an emergency (an uncontrolled water leak), we aim to have someone with you within two hours. For other faults, we will do our best to have someone with you on the same day if you call before 9.00 AM or within 24 hours of your call. In the event of a gas leak please call the National Gas Emergency Service on 0800 111 999.

Question 6

When will my boiler be serviced?

Accepted Answer

Our boiler services usually take place between March and October. When you sign up for one of our plans, we’ll be in touch to let you know which month you’re scheduled for. When your service is due, an engineer will be in contact to fix a date and time that suits you.

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