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Coronavirus (Covid-19)

As the circumstances surrounding coronavirus (Covid-19) continue to evolve, we wish to keep you updated on what we are doing to protect the health and safety of our customers, employees and service partners. As such, we are revising our policy in relation to contact with end customers as follows:

As a precautionary measure, to help prevent the spread of the coronavirus, we are asking all customers, whether you or anyone else in the property the engineer will be visiting is currently in isolation (even if they have no symptoms)?

Unfortunately, if the answer is ‘Yes’, we are unable to arrange a visit at this point in time. Please contact us as soon as the isolation period ends.

We would also request that if you or anyone else in the property is in a ‘high-risk category’ from the effects of coronavirus, as a precautionary measure you take all steps necessary to avoid prolonged contact with the visiting engineer.

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Customer Care

If a Vokèra boiler does require attention, our professional and fully trained customer care team can help.

Our Customer Care Centre in the UK is open Monday – Friday, 8.15am – 5pm and Saturday 8am – 12pm. You can contact them via telephone on: 01274 866100 or email: service@vokera.co.uk.

Whilst every Vokèra boiler is designed and manufactured for long lasting reliability, if a minor fault does occur there are some simple checks you can safely carry out that could resolve the problem without having to call an engineer. However, please note that the following advice is just a basic guide. If your boiler still is not working after these checks, you should contact us to book a service call. And if you smell gas call the Gas Emergency Services immediately.

FAQ

Q. My central heating / hot water has stopped working, what should I do?
Check there is gas to the boiler.
Check there is electricity to the boiler.
Check there is sufficient water pressure.
Check the boiler controls are in the correct position and switched on.
Q. Why is my boiler not lighting?
If you use a token/card type meter check the meter has enough credit.
Check if there has been a disruption to the gas supply.
Check the gas tap is turned to the correct position.
Q. Why is water being discharged from the boiler via the outside pipe?
The water pressure to your boiler may be too high. It should be set at about 1 Bar and never higher than 1.5 Bar.
Q. What could be the cause of continuing drops in water pressure?
This may indicate a water leak. If you cannot see water coming from the boiler the leak may be along the system, such as in the pipework or radiators. In this case, you will need to contact the installer of the system or your local Gas Safe engineer as Vokèra engineers repair boilers only.
Q. My central heating won’t come on after being turned off during the summer, what should I do?
Check the electricity supply is turned on to the boiler.
Check the boiler is switched on at the wall.
Check the fuse hasn’t blown in the plug.
Check the boiler timer or room thermostat are turned on.
Check the control time settings haven’t been disrupted by the seasonal time change. If necessary, refer to the user manual for advice on adjustment.

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    Literature

    Current

    Model Gas Council Number Brochure User Manual Energy Label, Installation & Servicing Manual
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    Fixed Price
    Repair

    If your boiler requires a repair, we offer a fixed price repair which includes call out, labour and parts (Terms and Conditions apply).

    Repair & Care
    Maintenance Plan

    Repair & Care is a maintenance & support plan for your broken-down boiler, providing a one-off repair, then ongoing maintenance and support for your boiler and controls. It is provided by Domestic & General Services Limited. If you have taken out a Repair & Care plan, you have a no fix no fee promise. If the expert engineer can’t fix the initial fault or if the boiler is beyond economic repair, you’ll get a full refund of any monies paid up until that point – no questions asked.

    Annual
    Services

    An annual service ensures your boiler is working safely and efficiently. What does an annual service include?