Report an issue
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.
How to Report an Issue
There are several ways to get in touch with us about an issue. Choose the method that's most convenient for you:
Phone
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.ukLive Chat
Use our live chat feature on the website for instant support during business hours. Look for the chat icon in the bottom right corner.
What to Include
To help us resolve your issue as quickly as possible, please provide the following information when you contact us:
Your Details
Your name, contact number, email address, and installation address
Installation Information
Installation date, product type and model, and your order/reference number if you have it
Issue Description
A clear description of the problem, when it started, and any error messages or unusual sounds
Photos or Videos
If possible, include photos or videos showing the issue - this helps us diagnose problems faster
What You've Tried
Any troubleshooting steps you've already attempted, such as resetting the system or checking settings
Common Issues & Quick Fixes
Boiler Not Heating
- • Check that your thermostat is set correctly and the timer is on
- • Ensure your boiler pressure is between 1-2 bar (check the pressure gauge)
- • Check for any error codes displayed on the boiler
- • Try resetting the boiler by switching it off and on again
No Hot Water
- • Check that the hot water tap is fully open
- • Verify the boiler is switched on and not in standby mode
- • Check for any frozen pipes (especially in cold weather)
- • Look for any error codes or warning lights on the boiler
Strange Noises
- • Banging or knocking sounds may indicate air in the system - try bleeding radiators
- • Whistling or gurgling could mean low water pressure - check the pressure gauge
- • If noises persist, contact us as it may indicate a more serious issue
System Not Working After Installation
- • Check that all isolation valves are open
- • Verify the system has been properly filled and pressurised
- • Check that the power supply is connected and switched on
- • Contact us immediately - this should be resolved quickly under our installation guarantee
Helpful Resources
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:
YouTube Channel
Watch our step-by-step video tutorials on fixing common boiler problems, maintenance tips, and troubleshooting guides.
Visit our channelExpert Guides & Articles
Read 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.
Response Times
We understand that when something goes wrong, you need it fixed quickly. Here's what you can expect from us:
Initial Response
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).
Resolution Timeline
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.
Need help now?
Our aftercare team is ready to assist you. Get in touch and we'll work to resolve your issue as quickly as possible.