Frequently asked questions
Can I speak to somebody over the phone about joining?
Absolutely, just call our customer service team on 0330 043 0376.
Once I’ve signed up, what happens next?
After signing up, you’ll receive a confirmation email with an overview of your plan details.
To ensure we can provide the best possible service, please create or log into your online account to:
- Provide your boiler details (make, model, and age) to help us assign the most suitable engineer in the event of a breakdown.
- Check the schedule for boiler servicing in your area.
Sit back and relax— with over 2,000 Gas Safe engineers across the UK, we’re here whenever you need us.
Can I sign up now and start my plan later?
Yes, absolutely! When you sign up, you’ll have the option to choose your preferred start date.
Your first payment will be processed about 14 days after your chosen start date. After that, the remaining eleven monthly payments will be taken on or around the same date each month.
How soon can I request a repair?
You can request repairs 14 days after your chosen plan start date.
This waiting period applies to all new plans. Any issues that arise before your plan starts or during this 14-day period won’t be included in your plan.
Do you need to inspect my boiler before the plan starts?
No, by signing up for our care plan, you confirm that your boiler and systems are in good working condition and have no pre-existing faults.
What areas do you cover?
We cover all of mainland UK, supported by a network of thousands of fully qualified independent tradespeople and partnerships with major boiler manufacturers.
What are your response times?
- Emergencies: We aim to attend 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.
How do you define an emergency repair?
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.
How many repairs can I request?
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.
What happens if my boiler can’t be repaired?
We’ve partnered with leading boiler manufacturers to handle complex repairs, making it rare for a boiler in good working condition at the time of joining to be irreparable.
In the unlikely event your boiler is deemed beyond repair, we’ll help you explore discounts and replacement options. Any new boiler would be installed directly by one of the UK’s leading manufacturers we partner with.
What will my annual boiler service include?
- 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
How do I book my boiler service?
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.
When will you service my boiler?
We schedule all boiler services during the quieter summer months (March–September). This allows us to prioritise winter breakdowns and optimise response times.
Do you provide plans for landlords/rental properties?
Yes, we offer a range of landlord boiler care plans that include an annual gas safety inspection (CP12).
How do I schedule my landlord gas safety inspection (CP12)?
You can schedule your landlord gas safety inspection anytime after signing up by logging into your online account and selecting the due date for your next inspection. For your convenience, we will perform the annual boiler service during the same visit.
Can I control my account online?
Yes, you can manage your account online 24/7. Simply click here to login to your account. From your account, you can:
- View your plan details
- Request repairs and get support
- View your job history
- Manage your billing and download past invoices
- Check the boiler servicing schedule for your area
Enjoy the convenience of managing your account anytime, anywhere, on any device.
What happens to my plan if I move home?
If you are planning to move or have already moved, please contact us and let us know as soon as possible. We can either:
- Update your address, provided our agreement is suitable for your new home.
- Cancel your agreement, in which case cancellation charges may apply. For more details, please refer to section 15. "Cancellation" of our Service Agreement.
Do I have to pay a call-out fee if I request a repair?
You can select a 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.
Can I pay annually instead of monthly?
Currently, we only accept payment through monthly direct debit.
How are renewal prices determined?
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.
How do I make a complaint?
At OpenFix, we strive to offer outstanding service to all our customers, but we understand that occasionally 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 follow our Complaints Procedure.
What are your opening hours?
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:
- Uncontainable water leaks.
- Blocked toilet (if it is the only toilet in the house).
- Complete loss of power.
- House security issues due to broken locks or smashed windows, or if locked out.
Do you employ your own engineers?
No, we work with a trusted network of over 2,000 Gas Safe registered engineers across the UK. Our network is supported by partnerships with leading boiler manufacturers, who assist with repairs and complex issues to ensure your home receives the highest standard of service.
Are your home & boiler care plans right for me?
Our plans are ideal for you if:
- You’re a homeowner or landlord with a property in the UK.
- 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
What types of property do you service?
We service and repair all permanent properties, including houses, bungalows, and flats if they are used solely for domestic purposes.
Is my boiler too old for this plan?
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.
Does it matter what make or model my boiler is?
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.
How do I check what's included in my plan?
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.
Am I tied into a contract?
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.
How do I cancel my 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.
The plan holder has passed away. How do I cancel or transfer the service 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 via Live Chat to determine the best course of action.