Frequently Asked Questions

Our opening hours are:

Customer Service: 9.00 a.m. – 5.00 p.m. Monday to Friday (closed weekends) 

Sales: 8.00 a.m. -7.00 p.m. Monday to Friday and 9.00 a.m. – 2.00 p.m. on Saturday

General Claims: 8.00 a.m. -7.00 p.m. Monday to Friday and 9.00 a.m.- 2.00 p.m. on Saturday

Emergency Claims: 24/7/365

Absolutely, during the checkout process you will have the option to select the date you wish your cover to start. Please note: your initial payment will be taken within five working days of signing up, followed by 11 monthly payments commencing one month after your selected start date.

Yes, our 24 hour call centre and head office are both based in the UK. 

If you’re switching to YourRepair from another provider, and maintain a minimum of 12 months continuous cover, you will get instant protection when you sign up with us.

If you are taking out cover for the first time, or you have a gap in cover, you will not be able to claim for any faults that occur within the first 28 days of sign up. This is to prevent claims being made for pre-existing faults and helps us to keep our prices low.

Absolutely, our sales advisors are available between 8.00 a.m. and 7.00 p.m. Monday to Friday and between 9.00 a.m. and 2.00 p.m. on Saturday.

Call us on 0330 223 4422

14 days.

No, we can most effectively deliver our optimum service by using our national network of engineers from the following: 

• Key boiler manufacturers – so we can fix over 95% of their boiler breakdowns on the first visit
• Dyno Plumbing (formerly Dyno-Rod) – so we can deliver a rapid emergency response, nationwide, 24/7/365
• Over 5,000 independent approved Gas Safe heating engineers – so we can cover all over the UK
• Most major kitchen appliance manufacturers – so we can send engineers who are familiar with the equipment. 

Absolutely, our engineers are vetted to ensure the highest possible standards, we:

• Audit and inspect jobs upon completion
• Hold a copy of their Public Liability Insurance on file
• Inspect their relevant trade qualifications, such as their Gas Safe® Registration, to ensure that they are fully qualified to carry out your repair
• Put service level agreements in place to ensure your expectations are met
• Ensure they adhere to Health and Safety regulations.

Once you’ve signed up, you will receive an email from us with your login details to our client portal. Please log in and complete as much information about your boiler as possible. The more information you provide, the quicker and more effectively we will be able to deal with any future repairs. Then you can sit back and relax.

From your portal you can also download and view your Welcome Pack - we recommend you do this when you first log-in as it gives you all the information you need about your policy and how to contact us.

Our Contract Term is 12 months, meaning you're only ever committed to us for a year at a time. However at YourRepair we give you the option to fix your monthly price for up to 3 years - giving you peace of mind regardless of how many claims you make. Whether you choose a 1, 2 or 3 year Fixed Price Term, your Contract Term remains at 12 months. 

You will receive an email 30 days before the end of your Fixed Price Term advising you of your renewal price. Please ensure your email address is up to date within your customer portal. (Occasionally email filters may send this email into your spam folder so be sure to check) 

If we do not receive any correspondence from you within those 30 days your contract will renew for an additional 12 months. If, once you receive your renewal notice, you decide you wish to cancel the policy please call us on 0330 223 4422.

Please note cancelling your direct debit does not terminate the contract.

When you sign up you can choose your plan with or without an excess. If you choose to pay an excess it will lower your monthly premium, but you will be required to pay the chosen excess amount each time you make a claim.

Yes, it doesn’t matter how old your boiler is, providing it’s powered by natural gas, has no pre-existing faults and is in good working condition when you sign up.

Providing your boiler is in good working condition, when you sign up, it is very unlikely we would be unable to repair it if it breaks down.  However, if your boiler is under seven years old, and is deemed beyond economical repair, we will cover the cost of replacing it up to a maximum value of £2,500. If your boiler is over seven years old, we wouldn’t make any contribution; in this case you would have the option to cancel your cover with no cancellation charges.

Providing your boiler is in good working condition, when you sign up, it is very unlikely we would be unable to repair it if it breaks down.  However, if it is deemed beyond economical repair, you would have the option to cancel your cover with no cancellation charges.

We cover all makes and models of domestic boilers that are powered by natural gas, with the exception of Potterton Powermax, Chaffoteaux, and Elm Le Blanc. We do not service or repair: LPG boilers, thermal store boilers, solid fuel boilers, oil boilers, electric boilers, back boilers, or dual purpose boilers.

 Please note: Although we can’t cover Potterton Powermax boilers we can cover Potterton Promax boilers - they are two different boilers.

No, not at the moment. We may provide this service in future. 

No, we only cover boilers and systems powered by natural mains gas.

No, we only cover boilers and systems powered by natural mains gas.

Yes, we cover both wall hung and floor standing boilers.

We carry out all free annual boiler services between March and September, towards the anniversary of your plan start date. This is to ensure a fast emergency response time during busy winter months.

We will contact you a month before the annual boiler services are being carried out in your area, to arrange a suitable day to attend. Rest assured, if your service is overdue it won’t affect your cover or ability to make a claim.

It’s included every year, you will be entitled to a free annual boiler service within each year of your contract. 

No, providing that your boiler and central heating system were in good working condition, with no pre-existing faults, at the time of taking out your plan.

No, by signing up to our agreement you are confirming that your boiler and central heating system are in good working condition, with no pre-existing faults at the time of taking out your plan. 

Yes, all our plans are paid by monthly direct debit.

If you wish to update the bank details for your direct debit please give us a call on 0330 223 4422 - Option 3

Unfortunately we are not able to change the payment date.

No, at the moment we only accept payment by monthly direct debit. 

Whilst many of our competitors also offer a good solution, their exact feature set and offerings change from time to time, so we can only give you the reasons that our customers have shared with us for choosing YourRepair. We mostly hear that they select us because we fix prices for up to three years, regardless of how many claims they make, and because we offer instant cover when switching from another provider. You could also take a look at what our existing customers are saying about us on the independent review site trustpilot.com.

We don’t know what future prices will be as they are determined by external factors such as inflation, tax rates and operating costs.  We are, however, the only company in our sector to offer you the option to fix your price for up to three years.  

Yes, we have two options: no excess or £60 excess. If you choose the £60 excess your monthly premium will be lower, however you must pay the excess amount each time you make a claim.

All our prices are already highly competitive and we offer fixed price plans for up to three years. Our prices are reviewed constantly and we don’t currently offer any further discounts.

We will always treat loss of hot water as an urgent repair, and we will treat complete loss of heat as an urgent repair during the winter months (September - February).

We aim to attend all urgent situations by no later than the following working day, when suppliers are open and parts are available.

Under the terms and conditions of your agreement, an emergency situation would be defined as a sudden and unforeseen escape of water or uncontrollable water leak that:

• Can’t be stopped by turning off the stop tap
• If left unattended until the following working day would cause further damage to your property
• Cannot be contained for at least seven hours by putting a container under the leak.

There is no limit on the value of each claim on any of our plans.

For emergency repairs (uncontrollable water leaks), our average response time is two hours. For urgent repairs (loss of heat or hot water), our average response time is 24 hours. We will try our best to schedule all other general repairs for a day and time slot to suit you.

Yes, all parts used are brand new, genuine, and manufacturer approved, where applicable.

Yes, we cover all areas of the UK through our network of gas safe registered engineers and partnerships with most major boiler and appliance manufacturers.

We cover all types of properties providing they are solely used for domestic purposes.

Yes, we cover all types of domestic properties.

No, at the moment we only cover domestic properties.

No, at the moment our plans only cover systems in permanent dwellings that are powered by natural gas and used for domestic purposes only.

No, Saniflo toilets are excluded from cover as we only cover standard toilets.

No, our plans don't include repairs or servicing of gas fires.

To update your contact details, either call us on 0330 223 4422 or go to your customer portal to make the necessary changes. 

No, you will need to call us on 0330 223 4422 so an advisor can make sure your new property is eligible for cover.

You will receive an email 30 days before the end of your policy advising you of your renewal price. Please ensure your email address is up to date within your customer portal. (Occasionally email filters may send this email into your spam folder so be sure to check) 

If we do not receive any correspondence from you within those 30 days your contract will renew for an additional 12 months. If, once you receive your renewal notice, you decide you wish to cancel the policy please call us on 0330 223 4422.

Please note cancelling your direct debit does not terminate the contract.

To update your marketing preferences, including removing yourself from our marketing emails, direct mailings and/or phone calls, call us on 0330 223 4422 to make the necessary updates. 

To cancel your plan, you will need to write to us at the address below. Please remember to include your name, address and the plan number that you wish to cancel.

YourCare Services Limited, Radway Green Business Centre, Radway Green, Crewe, CW2 5PR.

For details of our cancellation policy, see our Terms and Conditions Section 4. General Terms and Conditions 4.1 Your Cancellations Rights. 

Please note - cancelling your direct debit does not cancel your contract with us.

We constantly look to improve our systems and procedures to ensure the highest levels of service; however, we do appreciate that we don’t always get it right. We use all feedback, positive or negative, in a constructive way to help improve our ongoing service levels.

We have a four stage complaints handling process which is detailed on our Complaints Procedure page. 

There are three options available when a policy/plan holder has died:

1. If the policy/plan is no longer required, we can cancel it for you. All we need is the date of death. Please note that if the bank account has been frozen, a cheque payment will be sent to the beneficiary of the estate if we have been provided with their contact details. Otherwise, refunds will be issued to the policy/plan holder's estate. Please allow up to 28 days for refunds to be processed.
2. We can transfer the policy/plan to another person if they are eligible under our Terms and Conditions. Please note that the policy/plan will only continue until the renewal date.
3. If the property is being sold, all policies/plans will need to be cancelled.

Please contact us to discuss the most suitable option to you.

To enable you to speak to YourRepair on behalf of the policy/plan holder, we will need to see a copy of the Power of Attorney, the Court of Protection document or a letter of authorisation from the customer. We will retain a copy of this documentation for future contact purposes and return the original to you.

You can provide this documentation to us in two ways:

• Email us: info@yourrepairhomeplan.co.uk
• Write to us:

YourCare Services Limited

Radway Green Business Centre

Radway Green

Crewe

CW2 5PR