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FAQs

Our most frequently asked questions answered and explained

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We hope you’ll be able to find the answers to your question here, but if you don’t, please give us a call on 020 8395 8616 where our friendly team will be more than happy to help.

  • Are Rowlen engineers Gas Safe registered?

    Yes, our Gas Safe registration number is 618793. All of our gas engineers hold Gas Safety Certification, which you find out more about by typing in their number on the Gas Safe Register database. They also carry their Gas Safe Registration ID cards.

  • Are you VAT registered?

    Yes, our VAT number is 259 7975 29

  • Are you insured?

    Yes, we have public liability insurance of up to £5 million

  • What areas do you cover?

    We cover North, West & South London, Middlesex and Surrey.

  • How can I pay?

    You can pay by cash or cheque to the engineer on the day of your visit or in the post, or pay within 15 days via BACS transfer or by card over the telephone. If your circumstances do not allow for this, we can consider extending our payment terms to suit your needs. Failure to pay an invoice within 3 months of the due date will automatically be passed to a debt collection agency.

  • Do you offer care plans?

    Not yet, but it is something we are currently working on, so watch this space.

  • Is your work guaranteed?

    All our workmanship is guaranteed for twelve months. If something is not right, we will return to fix it free of charge.

  • Can I request the same engineer?

    Yes of course, if you feel confident with the engineer you meet, we can make sure they attend your future calls.

  • Do I need to wait in all day?

    We offer AM or PM appointments, and accurate estimated arrival times where possible. If there is a specific time you would like to request, our friendly and professional customer service team can arrange a suitable appointment in advance. For all-day jobs, as long as someone is there to allow the engineers access in the morning, they can be left to carry on working if you need to go out.

  • How do you charge for a repair?

    We judge each job fairly, but the majority are charged ‘by time’ or a set repair price for common repairs, plus the cost of any parts used.

  • Is there a cancellation fee?

    We may charge a minimal fee if you cancel within 24 hours of your appointment or are not at home when the engineer arrives at the agreed time. For larger jobs of a day or more, we may charge a day rate base fee to cover costs incurred if you cancel within the working week beforehand and we are unable to allocate the engineer(s) to another job. If parts are ordered we may charge for them if they cannot be returned.

  • How often should I have my boiler serviced

    Servicing your boiler once a year will help to prolong its lifespan, keep it running efficiently and allow to spot potential problems before it’s too late

  • How long will the boiler service take?

    Approximately 45 minutes to 1 hour. If you would like to book a boiler service please call or email us, or visit our Boiler Service page

  • Will you remind me when my annual service is due?

    Yes, you will receive a reminder email/call as the month of your annual service approaches each year.

  • Why is my radiator cold at the top?

    This is usually caused by air being trapped in the radiator. You can release the trapped air by bleeding the radiator with a vent key, but if you are not able or comfortable doing so, we can happily do this for you and check all your other radiators at the same time.

  • Why has the pressure gauge dropped?

    Your system will require topping up if the system pressure gauge on the front of your boiler or on a nearby vessel drops below 1 bar. The boiler will stop working when it reaches 0. Your service engineer will happily demonstrate the topping up procedure during your next visit if you ask.

  • What is the difference between a free quote and a diagnostic fee?

    As a general rule if your engineer needs to use their tools during your visit it’s classed as work and a fee from £95+vat will be charged. During the diagnostic process if your engineer can repair the fault without the need for any parts you will simply be charged for a repair. If more time or parts are needed your engineer will provide you with a fixed price quote which includes the diagnosis. If you do not proceed then the diagnostic charge is applicable.

  • What does my new boiler installation include?

    Every new boiler we install includes a highly experienced Gas Safe registered engineer, 12 months workmanship guarantee, 7 – 12 year manufacturer guarantee, a magnetic system filter, new energy efficiency compliant controls, a deep system magnacleanse using Fernox F3, F5 and F1 chemicals, registration with the manufacturer, Gas Safe and your local authority, a gas safety certificate and annual service reminders for the duration of your guarantee.

  • What work do you Guarantee?

    All of our new boiler installations include a 7 – 12 year manufacturer guarantee and our own 12 month workmanship guarantee.

    Our boiler repairs also include a 12 month workmanship guarantee.

    Low system pressure and annual boiler service / CP12 are not included in the guarantee.

  • Do you offer free quotes?

    For large jobs like boiler installations or system upgrades we offer a free no obligation estimate depending on location

  • Do you offer same day emergency boiler repairs?

    Yes, we try to attend all emergency boiler repairs and heating repairs the same day we receive your enquiry. Alternatively, we will offer you the next available appointment or consider rescheduling non-urgent jobs so that we can get to you asap.

  • How long will a boiler repair take?

    Every boiler or heating repair is different.

    If you don’t need any parts replaced or major work it could be very quick and repaired within an hour

  • Do you carry spare parts to repair my boiler?

    Yes, our engineers have a significant van stock of universal parts to carry out boiler repairs and heating repairs in one visit, including pumps, TRVs, zone valves etc. We also carry specific parts for Vaillant boiler repairs and other manufacturers that we use most regularly to give us the best chance of repairing your boiler or heating system in one visit.

  • What happens if I have issues after you’ve left?

    Give us a call and we’ll send someone back as soon as possible

  • What hours are your engineers available?

    Our highly-qualified engineers are available from 8 am – 4 pm, Monday – Friday. Our engineers occasionally carry out repairs, servicing and installations out of hours, however, this is subject to our engineers’ availability.

  • What kind of properties do you service?

    At Rowlen, we service domestic and commercial properties.

  • Which boiler manufacturers do you use?

    Rowlen is approved by many of the leading boiler manufacturers including, Vaillant, Worcester, Ideal, Baxi, Potterton, Alpha, Glow Worm, and more.

    We are Vaillant Advance Installers

  • Do you provide paper or other electric quotes?

    Yes, we send quotations by email, but can also post paper copies upon request.

  • Do you provide any specials or discounts?

    We do offer discounts and special promotions on our services during the quieter seasons.

  • Do you offer a discount for multiple repairs or installations?

    Yes, we offer discounts for multiple installations depending on the work.

    Please call our friendly and professional team on 020 8395 8616 for further details.

What our customers say about us…

Boiler service and gas safety check

5 Stars

I had Rowlen Boiler Services perform a service on my boiler, and I couldn’t be happier with the results. Their engineers were friendly, professional, and highly skilled...

Croydon

Leaking pipe

5 Stars

Just wanted to say how impressed I have been with Rowlen Boiler Services. I initially contacted them about a boiler service which was great but recently I had a leak...

Teddington

Boiler annual inspection and smart thermostat installation

5 Stars

Easy communication and very reliable service both times, with both engineers. Very happy with the service provided.

Ealing

New boiler installed

5 Stars

Work was carried out at my elderly Mothers house . The engineers were very kind and respectful, they cleared up before thy left each evening...

Croydon

Installing a pool boiler

5 Stars

A really great service from start to finish. Easy to speak to at the outset to arrange a visit from an engineer. He came up with...

Guildford

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