Check who can authorise the work. A landlord, utility, council or emergency service may be the right first contact. This enquiry form is not an emergency dispatch service. Local reporting contacts are below; this enquiry service does not provide emergency dispatch.
Which function has stopped?
Quick answer
Say whether heating, hot water or both are unavailable. A combi boiler and a system with a separate cylinder provide these functions differently, so the same symptom does not establish the same cause. Include the appliance model and arrangement if known. A fault can involve the boiler, controls or wider system. Do not assume a working display means heat should reach every room, or that one cold radiator proves the boiler has failed. A clear account helps the professional choose the right investigation.
Useful observations before a visit
What to tell the business
Record whether all radiators or only some are affected, whether hot water is absent at all relevant outlets and any display code. Include the time the problem started and recent work. Use ordinary safe observation; do not remove covers or adjust unidentified valves to test theories. A thermostat or controller display may provide helpful information without being proof of the fault. Tell the business about the system’s normal behaviour and what has changed rather than guessing a pump, valve or sensor needs replacement.
- Heating, hot water or both unavailable.
- All areas affected or a particular room/outlet.
- Model, controls display and exact warning if present.
Controls and ordinary settings
Use the operating information for the actual boiler and controller to understand normal schedules and settings. Do not bridge wiring or override a safety device to call for heat. If controls have recently changed, tell the business which products were installed and who fitted them. A control or wiring problem can need a different scope from an internal boiler repair. Ask whether the proposed attendance covers the connected controls, and how compatibility or setup will be assessed. Manufacturer examples are guidance rather than a diagnosis of your installation.
Sources: Vaillant: common boiler problems
Heating circuits and hot-water systems
A cylinder, separate zones and other equipment should be described before booking. Specialist or renewable arrangements may need different competence from a gas combi repair. Ask which part of the installation the professional will assess and whether another business is required. A repair should leave clear instructions about any equipment unavailable for use. Do not treat every hot-water problem as a boiler replacement decision. If only one outlet behaves differently, explain that distinction so the business can consider the appropriate plumbing or control scope.
If a storage cylinder or another heat source is involved, explain which equipment normally supplies hot water and whether any separate controls display a warning. Do not operate unfamiliar backup equipment without its proper instructions. The business needs to understand the arrangement before promising to restore both functions; repair of the boiler alone may not address every connected fault.
Household needs and landlord reporting
Explain whether heating, hot water or both are unavailable and whether the household has particular needs that the responsible service should know about. Do not assume the cause is the boiler alone. The appliance, controls and wider system need an appropriate assessment.
For an Ipswich council home, use the landlord’s current heating-repair route and describe those needs directly. Private tenants should use their own landlord or agent. The enquiry form is not emergency dispatch and does not establish priority or attendance. Where direct safety reporting is needed, handle that before a follow-on quote.
Sources: Council tenant handbook May 2025 · Gas emergency contacts
Diagnosis, repair and temporary arrangements
Ask what the initial fee covers, how parts and further labour are approved, and what happens if full service cannot be restored during the first visit. Discuss safe temporary arrangements directly with the responsible business or landlord; do not improvise electrical or combustion equipment. Confirm charges and availability directly. A diagnosis should identify the relevant appliance, controls or system finding. Request checks of the agreed functions at completion and a record of any further work still needed.
Sending a useful local enquiry
Once urgent risks are addressed, describe the property postcode, affected functions, fuel/model and any previous findings. Explain whether a landlord, cover provider or manufacturer is already involved. We review enquiries and may help connect suitable local businesses; sending the form is not a booking. If a gas smell or carbon-monoxide concern arises, leave the ordinary repair process and use direct advice immediately. Keep records of the work so a recurring symptom can be discussed with its history.