What to do if you’ve got a broken boiler during lockdown

We’ve been asked this question a lot. If you’ve got a broken boiler during lockdown, it is safe to have an engineer come to your house to fix it. After all, nobody wants to be at home without hot water or heating during this time!

This article breaks down exactly what you should do if your boiler breaks down during the pandemic. We also explain how we’re protecting both our customers, and our teams to ensure everyone’s safety.

Hassle Free Boilers are operating during lockdown

In light of the global pandemic, we’ve taken extra precaution to ensure that our team are safe at all times. That includes our office-based team, engineers and customers. So, it’s almost business as usual for us, but with a few amendments…

Can you get a boiler service during lockdown?

Unfortunately, all existing annual service appointments have been postponed until a later date. We’ll contact customers affected when we’re able to re-book the appointments.

At this time, we will not be able to make new bookings for annual service appointments. This is so we can prioritise urgent cases where boilers may be broken or not working properly. 

The last thing we want is for any of our customers to be cold when they’re indoors more than usual! The spring weather has meant it’s difficult to predict when you’ll need your central heating the most. Of course, it’s important that everyone has sufficient heating and hot water when they need it.

Has your boiler broken during lockdown?

It’s Murphy’s law that inevitably, there are going to be boiler breakdowns and central heating problems during the lockdown. If, annoyingly, your boiler breaks down during the lockdown, we can help. That’s because it is considered an emergency, and we provide an essential service.

Everyone needs their heating and hot water right now, more than ever. As an essential service we can arrange a boiler replacement or emergency repair. We want to help keep you warm, and to keep hot water flowing in your home.

Find out more about why your boiler might be broken here: Top 8 Reasons For A Broken Boiler.

Is it safe for an engineer to come to your house?

The UK government has given the go-ahead for essential work to be carried out. Essential work includes fixing or replacing broken boilers and leaks. However, anything non-essential like a new kitchen or extension work is not permitted.

This is the latest advice from the government, as stated by the Secretary of State for Housing, Communities and Local Government Robert Jenrick:

“Work carried out in people’s homes, for example by tradespeople carrying out repairs and maintenance, can continue, provided that the tradesperson is well and has no symptoms.

“Again, it will be important to ensure that Public Health England guidelines, including maintaining a two-metre distance from any household occupants, are followed to ensure everyone’s safety.

“No work should be carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk to the safety of the household, such as emergency plumbing or repairs, and where the tradesperson is willing to do so.

“No work should be carried out by a tradesperson who has coronavirus symptoms, however mild.”

The most important question to ask yourself is: “is this work essential, or can it wait?” That’s why all non-essential appointments like boiler services have been postponed, but emergency repairs and installations are still going ahead.

Find out more about the latest government guidelines for tradespeople entering your home.

Boiler survey during lockdown

Even before the lockdown was enforced, we were carrying out remote surveys for all our customers. It meant they didn’t have to take time out from work or their busy schedules. We can use WhatsApp, Facetime or your preferred video calling software to carry out the remote survey.

It’s easy to get a remote technical survey too! This is how it works:

First, you’ll need to send a photo of your boiler over on WhatsApp or email.

We’ll then arrange a video call with one of our engineers, at a convenient time for you. Plus, it will only take around 10 minutes.

There are some undeniable advantages that come with our Remote Technical Survey. Firstly, it makes the whole boiler installation process safer during lockdown. Secondly, it’s cheaper. This is owing to the fact that we don’t need to pay a surveyor to travel to your property. As they won’t have to drive, this will mean fewer cars on the road and therefore, fewer emissions polluting the environment. Overall, that means the whole installation will benefit the planet, as well as cost the company considerably less. That means we can pass the savings on to you.

So, if you’ve got a broken boiler during lockdown don’t be afraid to contact us. Our remote surveys make it even easier for us to help you.


Social distancing during boiler installation

It’s important to remember that we still need to be social distancing, even whilst an engineer is in your home.

There are a few things that we’ll ask you before we send an engineer to your home. We’ll need to make sure that nobody in your household has symptoms of coronavirus. We’ll also ask if anyone in your home has been exposed to anyone with symptoms or a confirmed case.

We will also make sure that the engineer is safe and well, and not showing symptoms. They will also be asked if they have been exposed to anyone with symptoms.

How to get a boiler quote during lockdown

Even if you’ve got a broken boiler during lockdown, you can get a quote for a new boiler. Just fill out the form at the bottom of this page. Remember, we can only replace a broken boiler during lockdown. However, when restrictions lift, we will be more than happy to arrange your new boiler installation.

Hassle Free Boilers team are working remotely

We’ve made all the necessary arrangements for our office team to be able to work from home, in order to follow government advice closely. Therefore Customer Service and Sales departments are operating as normal should you need to discuss your boiler, or boiler quote with us.

The situation is constantly developing and if there are further changes we’ll update our processes as a priority. We’re prioritising people with a broken boiler during lockdown, and emergency repairs.

What to do when an engineer is at your property

Remember, when an engineer visits your home, there are certain things you can do to protect yourself. These things are key to protecting you and the engineer and to avoid spreading the virus. This is what you should do:

  • Keep your distance (at least 2 metres) and avoid physical contact.
  • Regularly wash your hands with soap and water for at least 20 seconds. If there’s no soap available, use hand sanitiser.
  • Avoid touching your eyes, nose, and mouth at all times.
  • If you need to sneeze or cough, cover your mouth with a tissue, then throw it in the bin and immediately wash your hands
  • Disinfect frequently touched objects and surfaces like door handles, light switches and kettles.

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