Frequently Asked Questions
Repair Options and Eligibility
Can we fix any Vaillant boiler?
We will be able to repair any eligible Vaillant boiler unless it is uneconomical to do so. In which case, we will provide advice on a suitable product to replace the boiler. If you are a Repair & Care customer and we are not able to repair your boiler or we decide that it is beyond economical repair after the initial repair, Domestic & General will arrange for your boiler to be replaced with a new one, up to the value of £750. Installation and associated costs are not included. Our repair services do not cover larger commercial range of boilers: Vaillant ecoTEC 45kW to 280kW models.
What is Repair & Care
Repair & Care is a maintenance & support plan for your broken-down boiler, providing a one-off repair (where repairable) and then ongoing maintenance and support for your boiler and controls, to help ensure they continue to work correctly and to minimise the chances of mechanical and electrical breakdown. It is provided by Domestic & General Services Limited.
Repair Guarantees and What To Expect
What guarantee will I receive for the fixed price repair?
We use genuine Vaillant spare parts for the repair, in fact, our engineers carry out over 600 parts on their vans to ensure that we can offer a fantastic 95% first-time fix rate. All parts fitted are guaranteed for 12 months. Our labour is also guaranteed for 90 days.
Why should I choose Vaillant?
We have our 250 Vaillant engineers across the UK - the largest of any UK heating manufacturer. All are experts in our products, Gas Safe Registered and they carry large stocks of genuine Vaillant spare parts - which means we can achieve a 95% first-time fix rate.
If it's a part they don't have with them, we can order the part for next day delivery (excluding Sundays) and our engineer will be booked to return and finish the repair.
What happens if you cannot repair my boiler?
If your boiler is too old or uneconomical to repair then our engineer will advise you straight away on the options to replace with a suitable new Vaillant boiler. If you are a Repair & Care customer and we are not able to repair your boiler or we decide that it is beyond economical repair after the initial repair, Domestic & General will arrange for your boiler to be replaced with a new one, up to the value of £750. Installation and associated costs are not included. If you are not a Repair & Care customer, we have everything you need to know about replacing your boiler here.
I already have an isurance policy for my Vaillant boiler - what do I do?
Please refer to your current documentation to contact your current provider.
I have a question about repairs, who can I speak to?
You can submit your question here or you can call us on: 0330 102 8573
How can I pay for Repair & Care?
You can pay monthly by Direct Debit over the length of the plan. When you pay by Direct Debit you are protected by the Direct Debit Guarantee. Plus, your plan will automatically renew at the end of each plan term unless you inform us otherside and will include an annual service too, ensuring there's no break in your boiler's protection.
Direct Debits usually start after the engineer visit, you can choose a payment date between 1st and 28th of each month. If at the point of initial repair the boiler can't be fixed your Direct Debit is cancelled under our no fix no fee promise.
How do plan renewals work?
Domestic & General will send you a plan continuation remider 21 days before your Repair & Care plan comes to an end, as the payment is done via Direct Debit it will automatically continue unless you cancel the plan.