Cover Plan FAQs

Yes – just give our UK-based customer service team a call on 01603 339 112. We’ll be happy to answer any questions before you join.

After signing up, you’ll get a confirmation email with your plan details.

Sit back and relax – with Gas Safe engineers across East Anglia, we’re here whenever you need us

You can request a repair from day 14 after your chosen start date.

This 14-day waiting period applies to all new plans. Any problems that occur before your cover starts or during the first 13 days won’t be included in your plan.

No inspection is needed before your cover begins. By signing up, you confirm that your boiler and systems are in good working condition with no pre-existing faults.

We cover the whole of East Anglia, ensuring we deliver the most cost-effective reactive solution for our clients.

Just click here to request a repair in just a few seconds.

Emergencies: We aim to attend to emergencies within 4 hours, with 99% of them fixed on the same day.

No Heating or Hot Water: We strive to attend priority repairs by the next working day, with 97% completed within 3 days.

Standard Repairs: We aim to handle standard repairs within 5 working days, with 89% completed within that timeframe.

An emergency includes uncontrollable water leaks, a complete loss of power, an unusable toilet when it is the only toilet in the house, home security issues due to broken locks or smashed windows or if locked out.

You can request as many repairs as needed. We offer unlimited repairs with no limit on the value of each repair, and all repairs include parts and labour.

If you’ve been a customer for at least 45 days:

• And your boiler is under 7 years old, we may arrange a replacement.
• If it’s 7 years old or more, we may offer a 15% discount on a replacement.

Terms and conditions apply.

• Check for water leaks, damage and general wear.
• Check your boiler is using the right amount of gas and operating efficiently.
• Checking and adjusting the system pressure.
• Cleaning the condensate trap, if applicable
• Check the boiler is firing up safely and checking for any working faults

You don’t need to do anything! We’ll take care of it for you.

One of our Gas Safe-certified engineers will get in touch about a month before we’re scheduled to service boilers in your area to arrange a convenient time.

We schedule all boiler services during the quieter summer months (March–September). This allows us to prioritise winter breakdowns and optimise response times.

Yes, we offer a range of landlord boiler care plans that include an annual gas safety inspection (CP12). 

You can schedule your landlord gas safety inspection anytime through our contact form or contacting us directly by phone. For your convenience, we will perform the annual boiler service during the same visit.

You can select an AQB Care Plan with or without a callout fee. Opting for a higher call-out fee will lower your monthly payments.

If you choose a plan with a call-out fee, you will need to pay the call-out fee each time you request a repair. This fee is required upfront and is non-refundable. No call-out fees are charged for boiler servicing.

Currently, we only accept payment through monthly direct debit.

Future prices are influenced by factors like inflation, tax changes, and operating expenses. Our goal is to build lifelong relationships with our customers, and our renewal rates aim to reflect that commitment to long-term value and trust.

At AQB, we strive to offer outstanding service to all our customers, but we understand that things may not go as planned.

Your feedback is crucial as it helps us address any issues and continuously improve our services. If you are unhappy with your experience, please let us know so we can make it right and enhance our service for the future.

To make a complaint please contact us.

For Customer Service, non-emergency repairs and boiler servicing:

9am—5pm, Monday to Friday 
(excluding public holidays)

We offer 24/7 support for emergencies, including:

Boiler breakdown

Yes, we employ a trusted network of Gas Safe registered engineers across East Anglia.

You can view our privacy policy here

We service and repair Mains Gas, LPG and air-source systems.

Our plans are ideal for you if:

• You’re a homeowner or landlord with a property in East Anglia.
• Your property is a house, bungalow, flat, or apartment.
• Your boiler is powered by natural gas and used for domestic purposes.
• Your boiler and home systems are in good working order when you sign up.

We repair any make, model, or age of domestic boiler, as long as it’s connected to mains gas or LPG.

We service and repair all permanent properties, including houses, bungalows, and flats if they are used solely for domestic purposes.

Not at all! We service and repair boilers of any age, provided it’s connected to mains gas and is in good working condition when you sign up.

Our plans are suitable for any make, model, or age of domestic boilers, provided they are connected to mains gas and in good working order when you sign up.

You can find everything you need in our Service Agreement, which explains exactly what is and isn’t included in your chosen plan.

The specific plan you selected when you joined determines which systems are included. We’ve designed our Service Agreement to be clear, jargon-free, and easy to navigate, with standard-sized print and a fully indexed format to help you quickly find the details you’re looking for.

No, you’re not tied into a contract.

Our plans last for 12 months, but you can cancel anytime.

If you cancel within 14 days and no work has been done, you’ll get a full refund.

After 14 days, you can cancel with 30 days’ notice, but a £30 admin fee will apply.

If you’ve used your plan for a repair or service, cancellation charges will apply, including the remaining balance of your plan. 

To cancel your plan, please submit your cancellation request here.

If you cancel within 14 days and no work has been done, you’ll get a full refund.

After 14 days, you can cancel with 30 days’ notice, but a £30 admin fee will apply.

If you’ve used your plan for a repair or service, cancellation charges will apply, including the remaining balance of your plan.

There are three options available when a plan holder has passed away:

• Cancel the Plan: If the plan is no longer needed, we can cancel it for you. We will need a scan or photocopy of the death certificate to process the cancellation.
• Transfer the Plan: We can transfer the plan to another person if required.
• Property Sale: If the property is being sold, all plans will need to be cancelled.

Please contact us to determine the best course of action.