FAQs about OpenFix home & boiler cover

Can I speak to someone over the phone before joining OpenFix?

Yes - just give our UK-based customer service team a call on 0330 043 0376. We’ll be happy to answer any questions before you join.

What happens after I sign up to OpenFix?

After signing up, you'll get a confirmation email with your plan details and a link to set up your online account.

To get started, simply:

• Add your boiler details (make, model, and age) so we can assign the most suitable engineer if a breakdown occurs

• Check your local boiler service schedule in your online account

• 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 cover later?

Yes, absolutely. When you sign up, you can choose your preferred start date — so your cover begins when it suits you best.

Your first payment will be taken around 14 days after your chosen start date, and the remaining eleven monthly payments will follow on or around the same day each month.

How soon can I request a repair after joining OpenFix?

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.

Do you need to inspect my boiler before the cover starts?

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.

What areas do you cover in the UK?

We cover all of mainland UK, supported by a network of thousands of fully qualified independent engineers - and backed by partnerships with leading boiler manufacturers.

How do I request a repair with OpenFix?

To request a repair, just log in to your online OpenFix account and fill out the quick repair request form — it only takes a few seconds.

Log in here to request a repair

What are your response times for repairs?

We aim to respond to emergencies within 4 hours, and 99% are fixed on the same day.

For other repairs:

• No heating or hot water – We aim to attend by the next working day, with 97% completed within 3 days.

• Standard repairs – We aim to attend within 5 working days, with 89% completed within that timeframe.

Once your repair is assigned, the engineer will contact you directly to confirm the appointment.

How do you define an emergency repair?

An emergency repair is something that poses an immediate risk to your home or safety. This includes:

• Uncontrollable water leaks

• A complete loss of power

• A blocked or unusable toilet (if it’s the only toilet in your home)

• Home security issues, such as broken locks, smashed windows, or being locked out

If you're unsure whether something qualifies, please refer to your plan details or check our FAQs before submitting a request.

How many repairs can I request?

You can request as many repairs as you need. We offer unlimited repairs, with no cap on the value of each job, and all parts and labour included — every time.

What happens if my boiler can’t be repaired?

If your boiler can't be repaired and you've been an OpenFix customer for at least 45 days, here's what we may offer:

• If 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 towards a new boiler

Terms and conditions apply. Boiler age is based on the date of installation.

Do you repair all boiler brands?

Yes - we repair all makes and models of domestic gas boilers.

As long as your boiler is connected to mains gas and was in good working order when you joined, you're covered for repairs - no matter the brand.

Whether it's a well-known manufacturer or a less common model, we’ll send a qualified engineer from our national network to help.

What’s included in my annual boiler service?

Your annual boiler service includes a series of safety and performance checks to make sure your system is running efficiently and safely. We’ll carry out:

• • A visual inspection for leaks, damage, or general wear

  • A check to ensure your boiler is using the correct amount of gas and running efficiently

  • System pressure checks and adjustments

  • Cleaning the condensate trap (if applicable)

  • A test to confirm your boiler is firing up safely and free from faults

How do I book my annual boiler service?

You don’t need to book anything — we’ll handle it for you.

One of our Gas Safe certified engineers will get in touch about a month before we’re due to service boilers in your area, and arrange a convenient time with you directly.

When will my boiler be serviced?

We schedule boiler servicing during the quieter months — typically between March and September.

This helps us prioritise winter breakdowns when demand is highest, so we can respond faster when you really need us.

Is annual boiler servicing included in my cover?

Yes — every OpenFix plan includes an annual boiler service at no extra cost. It’s part of your cover, so you don’t need to arrange or pay for it separately.

Your service will be scheduled based on your location and plan start date. You’ll be notified when your service is due and what to expect.

Do you provide boiler cover for landlords and rental properties?

Yes - we offer a range of landlord boiler cover plans, each of which includes an annual Gas Safety Certificate (CP12) as standard.

Our landlord plans are designed to help you stay compliant, keep tenants safe, and save time on repairs.

How do I schedule my landlord gas safety inspection (CP12)?

You can schedule your Gas Safety inspection (CP12) anytime after signing up by logging into your OpenFix account and selecting your preferred due date.

For convenience, we’ll carry out your annual boiler service during the same visit - saving you time and hassle.

Can I manage my OpenFix account online?

Yes - you can manage your account online 24/7.

Log in to your account here.

From your account, you can:

• View your plan details

• Request repairs and get support

• View your job history

• Manage billing and download past invoices

• Check your boiler service schedule

Enjoy the convenience of managing your account anytime, anywhere — on any device.

What happens to my home cover if I move house?

If you’re moving or have already moved, just get in touch and we’ll guide you through your options.

We can either:

• Update your address — if your cover is still suitable for your new home

• Cancel your agreement — cancellation charges may apply depending on your plan

For full details, see Section 15: Cancellation in our Service Agreement.

Do I have to pay a call-out fee when I request a repair?

You can choose a cover option with or without a call-out fee.

If you select cover with a call-out fee:

• The fee is paid upfront each time you request a repair

• It’s non-refundable

• No call-out fee applies to your annual boiler service

Choosing a higher call-out fee will reduce your monthly payments.

Can I pay annually instead of monthly?

At the moment, we only accept payments by monthly Direct Debit.

We’ve kept things simple with no upfront fees - just affordable monthly payments that spread the cost of your cover.

How are renewal prices calculated?

Your renewal price is based on several factors, including inflation, tax changes, and our operating costs.

We aim to offer fair pricing that reflects the value of your cover and our commitment to building long-term customer relationships.

Will my price go up after the first year?

We believe in building long-term relationships with our customers — and that means treating you fairly, year after year.

Your renewal price may change based on things like inflation, taxes, and operating costs, but we always aim to keep our pricing competitive and offer the best possible value.

Once you’re an OpenFix customer, we act with the assumption that you’ll be with us for life — and we price accordingly. You’ll always be notified in advance of any changes to your plan.

How do I make a complaint?

We’re committed to delivering a high standard of service — but if something hasn’t gone as expected, we want to hear from you.

Your feedback helps us resolve issues quickly and improve the way we support all customers.

To make a complaint, please follow our Complaints Procedure.

What are your opening hours?

Our Customer Service, non-emergency repairs, and boiler servicing teams are available:
9am–5pm, Monday to Friday (excluding public holidays).

We offer 24/7 support for emergencies, including:

• Uncontrollable water leaks

• Blocked toilets (if it’s the only toilet in the home)

• Complete loss of power

• Home security issues, such as broken locks, smashed windows, or being locked out

Do you employ your own engineers?

No - OpenFix works with a trusted national network of over 2,000 Gas Safe registered engineers.

We also have partnerships with leading boiler manufacturers, who support us with specialist repairs and more complex issues, ensuring your home receives the highest standard of service.

Are your boiler and home cover plans right for me?

Our cover is ideal if:

• You’re a homeowner or landlord with a UK property

• Your home is a house, bungalow, or flat used for domestic purposes

• Your boiler is powered by mains gas

• Your boiler and home systems are in good working order when you join

We repair any make, model, or age of domestic gas boiler — as long as it’s in working condition and connected to mains gas.

What types of property do you cover?

We cover all permanent residential properties in the UK, including:

• Houses

• Bungalows

• Flats or apartments

Your property must be used solely for domestic purposes.

Is my boiler too old for this cover?

No — we service and repair boilers of any age, as long as they’re:

• Connected to mains gas, and

• In good working condition when you sign up

You don’t need a new boiler to benefit from our cover.

Does it matter what make or model my boiler is?

Not at all. Our cover includes all makes and models of domestic boilers - no matter the brand or age - as long as the boiler is mains gas and working properly at the time you join.

How can I check what's included in my plan?

You can find full details in our Service Agreement which explains exactly what is and isn’t included in your chosen cover.

We’ve made it easy to read - with standard-sized print, clear headings, and a helpful index so you can find what you need quickly.

Am I tied into a contract?

No - you’re not tied into a contract.

Our plans last for 12 months, but you can cancel at any time.

• If you cancel within 14 days and no work has been carried out, you’ll receive a full refund.

• After 14 days, you can cancel with 30 days' notice, and a £30 admin fee will apply.

• If you’ve already used your plan for a repair or service, cancellation charges may apply.

For full details, please see Section 15: Cancellation of our Service Agreement.

How do I cancel my cover?

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

Here’s how our cancellation policy works:

• Cancel within 14 days (and if no work has been carried out) to receive a full refund

• After 14 days, you can cancel with 30 days' notice and a £30 admin fee

• If you’ve already used your cover for a repair or service, cancellation charges may apply.

For more information, see Section 15: Cancellation of our Service Agreement.

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

We understand this may be a difficult time, and we're here to help make the process as simple as possible.

There are three options available when a plan holder passes away:

• Cancel the cover – If the plan is no longer needed, we can cancel it. We’ll just need a scan or photocopy of the death certificate to complete the process.

• Transfer the cover – If someone else at the property would like to continue the plan, we can transfer it to their name.

• Selling the property – If the home is being sold, the plan will need to be cancelled.

Please contact us via Live Chat and we’ll guide you through the best next steps.