FAQs: Boilers & Heating

Got a question about boilers or your heating system?

Take a look at our FAQs to find out more.

FAQs: Boilers & Heating

Boilers and Heating FAQs

If your boiler only has a minor fault then it might be fairly easy to repair. However, new boilers are lot more efficient than older boilers, so replacing your boiler will probably make your heating much more economical and save you money in the long run.

All our boilers are covered by warranties, so if they break down it won’t cost you a penny.

How much a new boiler costs depends on the current boiler you have, the boiler you want, the fuel your heating system uses and several other things. Answer a few questions and we’ll give you fixed prices for a range of boilers that are suitable for your home.

Find your new boiler

Combi boilers (or combination boilers) are a type of boiler that heats water straight from the mains. They take up very little space as they don’t need a cold water tank or hot water cylinder, and are usually best for small-medium sized homes that don’t have a high demand for hot water. You can find out more about combi boilers here.

A system boiler is a type of boiler that heats water in advance and stores it in a hot water cylinder. They are suitable for larger properties with a high demand for hot water. System boilers are typically larger than combi boilers and less efficient. You can find out more about system boilers here.

Standard boilers heat water in advance like system boilers, but are fed by a separate cold water tank. Standard boilers take up more space than system boilers and are usually best for large or old properties. They’re also known as regular or conventional boilers. You can find out more about them here.

A chemical flush cleans your heating system using specialised chemicals and a filter. This is usually safer than a power flush, as the high-pressure water this involves can damage your heating system.

We recommend getting a chemical flush before your new boiler’s fitted to make your home heating as efficient as possible. All Smart Heating boilers come with a free chemical flush as part of the installation process to help you get the most out of your new boiler.

Smart Heating FAQs

We’ll help you find, buy and install the best boiler for your home in 3 simple steps:

  1. Simply answer quick questions about your current boiler and flue
  2. Simply choose a new boiler and select an installation date to suit you
  3. Simply installed by a Gas Safe registered installer on your chosen date

To find out more about our service, take a look at our How it works page.

Every Smart Heating boiler comes with a

  • FREE Nest or Honeywell thermostat
  • FREE Google Home Mini
  • FREE chemical flush and filter
  • FREE first year’s service

Installation is also included in the price you pay, plus we’ll make sure that you end up with a boiler that’s suitable for your home. Just answer a few simple questions to get started.

Find your new boiler

When you order your Smart Heating boiler you’ll get to choose between a free Nest Learning Thermostat and Honeywell evohome. Click here to find out more about each smart thermostat and which one would be better for your home.

Boiler payment and finance FAQs

When you buy your boiler with us, you can choose between paying on install or in affordable monthly instalments.

If you choose to pay on install, you'll need to pay a deposit of £250 when you book installation, and the remaining sum once your boiler's been installed.

If you choose to pay monthly, with our flexible range of finance options at a fantastic rate of 7.9% APR Representative or less, we can help you find a payment deal that suits you.

You'll get the opportunity to select your preferred payment method on the checkout page.

If you choose to pay monthly you get the chance to pick a finance term that suits you. You can also decide whether you want to pay a deposit and set the amount. Our pay monthly option is called PaybyFinance and is supplied by our partner, Hitachi.

Interest Bearing Finance Example

Up to 120 months 7.9% APR representative interest bearing finance.

Our simple finance options allow you to spread the cost of your purchase over 36, 48, 60, 84, 96 or 120 months.

All you need to do is:

1. Spend a minimum of £560 and above

2. Place a 10% deposit

3. Minimum finance amount after deposit £504 and above

We offer 6 simple finance options to help you spread the cost of your purchases:

36 months interest bearing finance on orders of £504 and above

48 months interest bearing finance on orders of £504 and above

60 months interest bearing finance on orders of £504 and above

84 months interest bearing finance on orders of £504 and above

96 months interest bearing finance on orders of £504 and above

120 months interest bearing finance on orders of £504 and above

The table below shows you how much monthly repayments will be based on the total order value.

Order value

Term (months)

Deposit (10%)

Monthly payments

















Representative example:

Cash price: £1,900

Deposit: £900

Loan amount: £1,000

APR representative: 7.9%

Interest rate: 7.9% p.a. fixed

120 monthly repayments of £11.94

Total term of loan agreement: 120 months

Total amount payable: £2,332.80

If you need any further information about finance, please call us on 0800 066 3664.

Credit subject to status and affordability. Terms & conditions apply. 50five-(UK) Limited trading as Smart Heating is a credit broker and is Authorised and Regulated by the Financial Conduct Authority.

Credit is provided by Hitachi Personal Finance, a trading style of Hitachi Capital (UK) PLC, authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. The register can be accessed through http://www.fca.org.uk.

Just select the finance option on the checkout page.

To apply for online finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more.

Unfortunately, we are unable to offer online finance to residents of Eire. Homemakers aren't excluded from applying under their own names; however, the employment details of your spouse/partner will be required in order to process your application.

Your monthly repayments will begin one month after your purchase has been delivered.

No, there are no arrangement fees or hidden extras.

Applying for online finance couldn't be easier or more convenient. When you buy online from 50five Limited trading as Smart Heating, you have the choice of applying for finance by adding your purchase to the shopping basket, selecting the finance option, and completing an online application form. Just follow the simple instructions, entering your personal details as required and our finance partner, Hitachi, will do the rest.

The whole process only takes a few minutes and is simple and secure. Once your finance application is approved, you will then be advised of how to sign the finance agreement and you will also receive an email confirming these details.

Please read the agreement carefully checking that all the details are correct, then either electronically sign the agreement or print and sign the agreement in both boxes. Post the signed agreement to the address shown on the covering letter of the agreement.

Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

Within minutes of your application being approved by Hitachi, you'll be presented with the options to either e-sign or print and return your finance agreement.

If you choose to e-sign your agreement, a PDF of your agreement will be displayed on screen. You should read the agreement carefully before clicking all the relevant sections agreeing to its terms.

Once you have agreed to the terms of the finance agreement, 50five Limited trading as Smart Heating will be notified and you need do nothing more.

If you choose to print and return your agreement you should print the agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the finance agreement.

Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Hitachi Personal Finance. Shipment of your goods will follow soon after your agreement has been returned and received.

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.

This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

In addition to credit scoring, Hitachi also takes into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Hitachi is unable to provide you with a main reason for the decline of your application, it is usually based on one, or a combination of the following:

  • Your credit score (please note that every finance company will score you differently)
  • Adverse credit reference agency information
  • You are considered to be overcommitted
  • You are aged under 18
  • Your existing account performance with other lenders

Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them, for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

You should send a cheque for £2.00 made payable to the relevant credit reference agency, together with details of all addresses at which you have lived over the last 6 years:

  • Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF
  • Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS
  • Callcredit Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ

The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it doesn't mean that a further request will automatically be turned down. We do suggest, however, that you leave at least 6 months between applications.

In order to safeguard against fraudulent applications, we regret that we're able only to deliver goods to the home address of the applicant.

Boiler installation FAQs

When you buy your boiler, you’ll get the option to pick an installation date that suits you. If you’re in a hurry, we should be able to install your boiler within 2 working days.

It should take a maximum of 1 day to install your Smart Heating boiler, unless our engineer comes across something they weren’t expecting. We know that your home's heating is important to you, so if we think the job will take longer we’ll send out more professionals to help you get your boiler up and running as quickly as possible.

The Gas Safe register is the official list of all professionals who are legally allowed to work on gas appliances in the UK. All our boiler engineers are Gas Safe registered, so you can be sure that your boiler will be installed legally and safely.

Boiler service FAQs

You should get your boiler serviced at least once a year. This will keep it running efficiently and your warranty valid.

You can ask the manufacturer to service your boiler for you, or we’d be happy to help. Contact us to arrange your service – our prices start at just £70 (inc. VAT).

Boiler warranty FAQs

Yes – all Smart Heating boilers come with a manufacturer’s warranty of up to 12 years. You don’t need to worry about activating your warranty – we’ll do this as part of our installation service.

To keep your warranty valid you need to make sure that you get your boiler serviced every year. You can ask your boiler manufacturer to service it for you, or we can do it. Contact us to arrange your service – our prices start at just £70 (inc. VAT).

Your boiler warranty covers both parts and labour for the full amount of time stated. We’ll activate your warranty as part of our installation service so you know it’ll be there when you need it.

If your boiler breaks down you’ll need to get in touch with your boiler manufacturer, as they’re who your warranty’s with. They’ll send out an engineer to help you as soon as they can.

Boiler manufacturer

Contact number

Opening hours


0330 678 0917

365 days a year
Monday – Friday: 8am-6pm
Bank holidays: 8.30am-2pm


0148 249 8660

364 days a year (closed Christmas Day)
Monday – Friday: 8am-6pm
Saturdays and bank holidays: 8am-4pm
Sundays: 8am-12pm


0152 788 8000

Monday – Friday: 8am-5pm
Saturdays: 8am-12pm


0330 100 3143

364 days a year (closed Christmas Day)

Worcester Bosch

0330 123 9559

364 days a year (closed Christmas Day)
Monday – Friday: 7am-8pm
Saturdays: 8am-5pm
Sundays: 9am-12pm
Bank holidays: 8am-4.30pm

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