We want to help you get your home ready for cold weather winter and to make sure your heating system is ready for when it gets colder in September and October, and over the winter.
Our top tips to prepare:
- Pre-payment meter: Is there credit on it and does it say the supply is on? If not, you need to use your top-up card and follow the instructions on the screen. If you have problems with your meter, please call your supplier as they may be able to help with meter top-ups.
- System pressure gauge: The needle on the pressure gauge should be within the green section, usually between 1 and 2. If there’s an error ‘E119’ or the pressure gauge is below 1, the system should be topped up.
- Temperature controls: On the boiler and the thermostat, often found in your hallway, check they are on and not in the off position. The ideal boiler temperature is 18-20 degrees.
If the boiler isn't working and you have no heating or hot water please check the steps below :
- Check if the boiler is showing an error code: If error E133 is displayed, please check the money on the pre-payment meter. If in debt you will need to top up the meter to get the boiler on. Does the meter say the supply is on? If not, you need to use your top-up card and follow the instructions on the screen. If you have problems with your meter, please call your supplier as they may be able to help with meter top-ups.
- Reset the boiler: Press and hold the reset button, or turn the dial to reset for 5-10 seconds and release. The boiler should begin to reset.
- Check the boiler settings: They need to be set to Heating and Hot Water. If the boiler still isn’t working, write down the make, model and the error code on the boiler. Our Customer Hub will need this information to arrange a callout.
- No Cold Water Supply: Check the water has not been turned off at the stop tap or Water Meter. Is water off in the area? Can you check with a neighbour? Check with the water utility company by calling them or checking their website. Your water may have frozen in severe weather conditions, please check the stop tap.
- Severe Cold weather conditions: Your boiler condenser outlet pipe might be frozen. This is usually found on an outside wall from your boiler and it may need unfreezing using warm NOT boiling water to thaw the ice inside the pipe. Pour over the outlet pipe or use a warm heat setting on the hairdryer over the pipe. Once thawed you will need to reset the boiler and this may then work. Stop taps may also freeze if outside, please use the same method to thaw. To get Cold Weather Alerts, please visit the Met Office website.
If your boiler still isn't working please arrange a callout by calling 0800 633 5500. For emergency repairs, we always follow the 24-hour emergency process, to find out more, please visit our Emergency Repairs page.
Please Note: If you cannot get your boiler on, but you have a separate shower for bathing and a fire for another form of heating then you may not be able to have an emergency appointment unless you meet the criteria on emergency repairs.
If you can smell gas please ring Cadent on 0800 111 999.
Are you struggling to pay your bills and heat your home?
There are local organisations who support to people and households during the cost of living crisis. For more information about what's on offer, visit our Cost of Living page to find out what’s available.