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Over 5000 approved engineers
95% of repairs fixed on the first visit
24/7 UK based helpline

Frequently Asked Questions

Why are 1000s of home owners joining YourRepair?

YourRepair fixes the price of your home & boiler cover for up to 3 years! No more price hikes, no matter how many claims you make. To find out more click here

Joining YourRepair

What are your opening hours?

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

 

Can I sign up today but choose a future date for my cover to start?

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 around 14 days after the start date of your cover. This will then be followed by a further 11 monthly payments taken on or around the same date as your initial payment.

Is your call centre UK based?

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

If I sign up today, how soon does my cover start?

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 14 days of sign up. This is to prevent claims being made for pre-existing faults and helps us to keep our prices low.

 

I'm interested in signing up, can I speak to someone over the phone?

Absolutely, our sales advisors are happy to help and can ensure you're set up with the right level of cover for you.

We're available on 0330 223 4422 option 1, between the following hours:

Monday to Friday - 8.00 a.m - 7.00 p.m 

Saturdays - 9.00 a.m - 2.00 p.m

Bank Holidays - 9.00 a.m - 5.30 p.m

What is the exclusion period as I left my previous provider a few weeks ago?

14 days.

Are repairs carried out by your own engineers?

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
  • Metro 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. 

Are YourRepair engineers vetted and approved?

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.

What happens once I have taken out my plan?

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.

How long is the contract for?

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, option 3.

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

Is there an excess to pay if I make a claim?

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.


About my Boiler

My boiler is very old, will you still cover it?

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.

What happens if you cannot repair my boiler?

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, subject to availability we may be able to offer a discounted fixed price replacement boiler as part of a new 12 month minimum term service agreement or a contribution towards the cost of repair.

My boiler is over seven years old, what happens if you cannot repair it?

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, subject to availability we may be able to offer a discounted fixed price replacement boiler as part of a new 12 month minimum term service agreement or a contribution towards the cost of repair.

 

Do you cover all makes and models of boilers?

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.

Do you cover back boilers?

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

Do you cover oil fuelled boilers?

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

Do you cover LPG (bottled gas) powered boilers?

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

Do you cover floor standing boilers?

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


Boiler Servicing

When will you service my boiler?

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.

Is the free boiler service a one off or is it included every year?

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

Would I have to have my boiler serviced before you cover it?

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.

Do you need to service / inspect my boiler before it’s fully protected?

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. 


Pricing & Payments

Can I pay by monthly direct debit?

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

Can I change my 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.

Can I pay annually instead of by monthly direct debit?

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

How do your plans compare with other providers?

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. 

Why choose YourRepair:

  • We allow you to fix your price for up to three years, whilst agreeing to no longer than a 12-month term at a time 
  • We provide national cover and rapid response to emergencies
  • Our Home Cover is rated 5-Stars by Defaqto
  • We cover any age of boiler
  • Our call centre is UK based and available 24/7
  • As we aren’t an insurance company, we’re not regulated - so you’re not delayed by underwriters or lengthy paperwork when you make a claim.

But don't just take our word for it, see what our customers think by reading genuine reviews at Reviews.co.uk, Google and Trustpilot  

What are the prices at the time of renewal?

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.  

Can I reduce the monthly premium by adding an excess charge?

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.

Are there any discounts available?

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.


Making a Claim

What is the difference between an urgent repair and an emergency?

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.

What is the maximum value of a single item repair?

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

If I make a claim, what are your average response times?

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.

Do you use new genuine manufacturer approved parts for repairs?

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


Coverage

Do you cover my area?

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.

What types of property do you cover?

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

Do you cover flats?

Yes, we cover all types of domestic properties.

Do you cover commercial properties?

No, at the moment we only cover domestic properties.

Do you offer service plans for mobile homes?

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

Do you cover Saniflo toilets?

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

Do you cover and / or service gas fires?

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


Existing Customers

How do I update my contact details?

The My Account section on our website allows you to manage your plan at your convenience. Here, you can change your contact details as well as review your policy documents. 

If you prefer to speak to someone, feel free to give us a call on 0330 223 4422 option 3 - we'll be happy to help!

I have moved house, can I change my address online?

To ensure your new property is eligible for cover, you will need to call us on 0330 223 4422 option 3, so an advisor can process the change for you.

Renewals

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, option 3.

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

How do I update my marketing preferences?

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. 

How do I cancel my plan/policy?

To discuss options concerning your plan, including cancellations, please speak to our friendly team of advisors by calling us on 0330 223 4422, option 3.

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.

What is your complaints procedure?

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. 

The policy/plan holder has passed away. How do I cancel or transfer the policy/plan?

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. We will require a scan/photocopy of the death certificate in order to process the cancellation. 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.

I have Power of Attorney/Court of Protection over a policy/plan holder. How do I inform 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:

YourCare Services Limited

Radway Green Business Centre

Radway Green

Crewe

CW2 5PR


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