We're here to help. If you're experiencing any problems with your installation, our dedicated aftercare team is ready to assist you.
At iHeat, we're committed to ensuring your complete satisfaction. If something isn't working as expected with your installation, we want to know about it so we can put it right quickly.
Our aftercare team is available to help resolve any issues you may encounter. Whether it's a technical problem, a concern about your installation, or questions about your warranty, we're here to support you.
There are several ways to get in touch with us about an issue. Choose the method that's most convenient for you:
Call our aftercare team directly for immediate assistance. Our team is available Monday to Friday, 8am to 6pm.
0333 305 6880Send us a detailed email with information about your issue. We aim to respond within 48 hours.
aftercare@iheat.co.ukUse our live chat feature on the website for instant support during business hours. Look for the chat icon in the bottom right corner.
To help us resolve your issue as quickly as possible, please provide the following information when you contact us:
Your name, contact number, email address, and installation address
Installation date, product type and model, and your order/reference number if you have it
A clear description of the problem, when it started, and any error messages or unusual sounds
If possible, include photos or videos showing the issue - this helps us diagnose problems faster
Any troubleshooting steps you've already attempted, such as resetting the system or checking settings
Our blog and YouTube channel offer detailed guides and tutorials on how to fix common boiler issues. Check out these resources for step-by-step help:
Watch our step-by-step video tutorials on fixing common boiler problems, maintenance tips, and troubleshooting guides.
Visit our channelRead our comprehensive guides covering boiler troubleshooting, maintenance, and expert advice to help you resolve issues.
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Important: If you smell gas or suspect a gas leak, turn off the gas supply immediately, open windows, and call the National Gas Emergency Service on 0800 111 999. Do not use any electrical switches or create sparks.
We understand that when something goes wrong, you need it fixed quickly. Here's what you can expect from us:
We aim to respond to all enquiries within 48 hours during business days. For urgent issues, we'll aim to get back to you as soon as possible, though during busy periods (especially in winter) this may take longer.
Phone calls are answered immediately during business hours (Monday-Friday, 8am-6pm).
Most issues are resolved within 48-72 hours of reporting. For complex problems or issues outside our control (such as manufacturer defects), we'll keep you updated on progress and work with relevant parties to resolve the issue as quickly as possible.
Emergency issues (no heating/hot water) are prioritised and we aim to contact you within 24 hours. Resolution times may vary depending on the nature of the issue and whether it's within our control.
Our aftercare team is ready to assist you. Get in touch and we'll work to resolve your issue as quickly as possible.
