Frequently Asked Questions
Heating Central is a customer focused experience. Our polite call centre managers are always happy to help and address your queries and find the most appropriate plumber for your you. In addition, we have created the list below for the most common questions we have been asked.
For more detail analysis of issues relating to plumbing and heating, including an introduction paper on boilers, and central heating systems, please visit our Articles section. Furthermore, we have developed a library of articles on related issues such as renewable energy technologies, including solar thermal systems, ground source heat pumps and many more.
Our service provides background information beyond a standard plumbing and heating site. We encourage our customer to save energy (see our advice on how to save energy and reduce your heating bills), we introduce the government's position on climate change and explain how to apply for government grants for energy efficient heating and insulation.
The service is absolutely free to the customers. Heating Central is fully funded by the members of our network (currently over 400 members), meaning that the customer gets high quality plumbers that are keen to do a good job for the benefit of their reputation and the network’s.
Heating Central is a customer-focused network of plumbers and heating engineers. We conduct thorough background checks and tests to all our members to ensure they are fully qualified and hold all the necessary certification and training. For example, we will only assign a CORGI certified plumber to undertake gas boiler replacement work, as required by UK regulations.
We proactively garner feedback from all our customers immediately upon completion of the job. We want to know if they had a pleasant and professional experience. Plumbers that get good feedback are upgraded on our system and are further allocated to more and more jobs. Plumbers that do not receive good feedback will ultimately be struck off our list.
When you ring our call centre, we will answer your call promptly and will make sure we send a fully qualified plumber or heating engineer to you as soon as possible. Our trained call centre staff will gather initial information regarding your need as well as some contact details.
The call centre staff will then evaluate your need and identify the most appropriate plumber or heating engineer to allocate to you. Most of the time they will be able to do it while you are on the line and set up an appointment time that is suitable for you where the plumber or heating engineer can visit and review your need. If this is not an emergency call, in most cases a visit can be arranged same day or next day.
Heating Central is a customer-focused business. We take dissatisfied customers very seriously and do our utmost to resolve the situation in the short term and eliminate the cause of this in the long term.
Under-performing plumbers and heating engineer are immediately removed from our network, ensuring that the customer only gets high quality plumbers that have received positive feedback from our customers.
If you are unhappy with the work undertaken we will help with your relationship with the plumber. We are dedicated to the customer and will side up with you to argue your point with the plumber. As we have massive leverage on the plumber, the balance of power is on our side. In the process we will collect all relevant information on the case and can act as a mediation body, or if necessary provide additional evidence if required.
For further information, visit Your Guarantee of Quality.
Heating Central is committed to its customers. We achieve our high standard of customer satisfaction through excellent service and through careful selection of the plumbers and heating engineers to our network.
We only appoint plumbers and heating engineers that have all the required qualifications to undertake their allocated jobs. For example, all the plumbers that are designated to work on gas boilers have CORGI certificate.
As a final step we pay close attention to feedback from our customers, which we are proactively seeking through immediate phone calls to the customer upon completion of the job. A plumber that get less than positive feedback from a customer will get our full attention. We continuously review our network and plumbers of heating engineers that have a low score on customer feedback are removed from our list.
Heating Central admits only high quality plumbers and heating engineers to its nation-wide network. Our members are proud to offer excellent service and professional execution of the required job, be it a simple boiler repair, boiler replacement or more complex solar water heating system installation.
The plumbers and heating engineers on our network are established in their local community and adjust their prices to be able to keep up with the competition, while still providing high quality service. The network is committed to high quality of customer satisfaction and value-for-money boiler replacement and repair is one of our key success factors.
For more information on Heating Central and the way it works visit How Does Heating Central Work?
This page has been written with contributions from Gas Safe engineers from Kent and experienced plumbers from Notting Hill. Several of the company's experienced heating engineers from Berkshire have worked on similar issues as well as some of our plumbing and heating engineers from Watford and our Wandsworth heating engineers.
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