Boilers, heaters and insulation
Want to find out about boilers and energy-efficient electric zero carbon heating systems?
Who do I contact to get a new boiler?
Do you offer boiler cover?
We've teamed up with Domestic & General to offer you a range of products for your boiler and home to suit your needs and budget. Find out more about boiler cover.
Who do I contact if I haven’t received my insurance policy documents?
How can I make a boiler claim, speak to someone about my policy or make a complaint?
What should I do about my boiler cover when moving home?
You'll need to let your policy provider - either D&G or Collinson - know.
Can I buy an EDF Protect policy if I’m not an EDF customer?
Yes. We are happy to provide you with EDF Protect insurance cover even if you're not an existing EDF customer.
Looking to get an electric night storage heater? We've partnered with trusted Dimplex-approved night storage heating installers so that we can provide the best electric heating for your needs.
Who are the storage heater installers?
We use two installers that operate in different parts of the country. Use your postcode to find your heater installer.
I'm having problems with my storage heaters, what can I do?
Your installer will have provided training and supplied you with a manual - please contact them if you've mislaid it.
Alternatively you can go to the Dimplex website support pages where you can contact them directly for help.
What is a storage heater hub (Dimplex Hub)?
The hub works like a smart thermostat and is programmed to set the temperatures and timings of the Dimplex Quantum storage heaters throughout your home. It needs to be connected to a Wi-Fi signal to work.
What do I do if my Storage Heater hub or my Dimplex app doesn’t work?
It is best to first check that your Wi-Fi signal is working first. If this doesn’t fix the issue and the hub still doesn’t work, please use the Dimplex’s support pages to resolve the issue.
Where do I register my storage heaters to obtain the warranty?
Registering your Dimplex product is easy, just use the manufacture’s registration form.
Who installs my heat pump?
We have chosen a network of trusted installers with our partner Daikin.
One of their local installers will get in touch with you to discuss heat pump options after you have completed the online enquiry form.
Will I be without heat during my heat pump installation?
Switching to a new heating system can be disruptive. During the survey our expert installer will discuss heat pump options and installation based on your needs and house type.
If there could be periods without heating the installer will make it clear during the survey.
How do I control my heat pump heating once it's been installed?
Your Daikin heat pump comes with a thermostat controller which you use to control your heating.
Who can I talk to if I have a question about air source heat pumps?
To start the process of getting a heat pump fill in the enquiry form.
Your hybrid heat pump
Are there any restrictions on the types of home that can have a hybrid air source heat pump?
The hybrid heating system works with most heating systems and can be installed in most homes that have suitable insulation. Please note that:
- The air source heat pump needs to be less than 15m of pipework from your boiler. This is to prevent heat loss, which will impact the performance and efficiency of the heat pump.
- We'll try to locate the heat pump outside near to an external facing wall closest to your boiler, but it will not be possible if this is near a bedroom window, opening doors or within 1m of your boundary wall.
- The heat pump will need to be on a hard stand and needs enough space around it to allow for a good flow of air.
- The heat pump cannot be installed in a shed.
When we carry out a survey of your home, our team will advise on where best to locate the heat pump.
To find out more and get a survey, submit your details in our Hybrid Heat Pump page.
Will l be without heat during the installation of a hybrid air source heat pump?
Our expert engineers have designed the installation process to minimise any disruption to your heating.
During a standard installation, we’ll only need to switch off your boiler for a few hours. If we don’t complete the installation by the end of the day, we’ll turn your boiler back on before we leave, so you’re never without heating in the evenings.
How do I control my hybrid air source heat pump heating?
With PassivLiving you can create schedules for your heating and change the temperature or modify your settings. You manage your heating controls through the PassivLiving portal or using the PassivLiving app on iOS or Android on your phone.
What happens if I move home and I have a hybrid air source heat pump?
This works the same as any other renewable system that you have installed where you have an option to either pay the termination fee or the new homeowner will need to take over the contract.
Contact us to start the process which is called the ‘transfer of assignment of right contract’.
Who can I talk to if I have a technical question about my hybrid air source heat pump?
The tech team at PassivSystems – who work with Samsung to produce the hybrid air source heat pump – are on hand to talk through any technical questions you might have about how the system works or its installation. Call PassivSystems on 0330 135 9099(2) or email email@example.com.
Who do I contact if I have a complaint about my hybrid air source heat pump?
You can raise your complaint by emailing us at firstname.lastname@example.org.
Who are the insulation installers?
We use different insulation installers around the country. Find your postcode in the table and contact the relevant installer for all enquiries including appointments and complaints.
Do I receive any guarantees for the work completed during insulation installation?
Yes, you will be provided with a 25 year guarantee for cavity and solid wall insulation. This will be provided to you by your installer following completion of the work.
Your hybrid heat pump
Lines are open Monday to Friday 8am to 5.30pm and Saturday 9am to 4pm. Calls are charged at your standerd network rate.
Lines open Monday to Friday 8:30am to 6pm. Calls charged at the standard rate for an 01/02 number.
Lines are open Monday to Friday 9am to 5pm. Calls are charged at your standard network rate.