COVID-19 Statement

We’ll be keeping this page updated with the latest information from Ideal Boilers, as the coronavirus situation develops in the UK.

Last Updated : 1st May 2020

Our priority remains the health and safety of our customers and employees, which means streamlining operations where we can, while responding to demand for our services in a safe and responsible way.

We have taken the decision to restart production, albeit with small crews, to meet specific demand.

We are closely monitoring demand and will adjust staffing levels as required – taking a phased approach while ensuring everyone is safe in the workplace.
Colleagues who are on-site are practicing social distancing, and we have provided PPE in line with the latest advice from government and health authorities.

We are actively supporting all of our staff, whether they are doing essential work on-site, working from home or are currently on furlough.

We would like to thank our fantastic colleagues for their commitment and efforts during these unprecedented times, and for some of the great work that’s happening across our business to fundraise and provide equipment for essential services.

As a reminder, please find below the important contact numbers for the business.

We ask customers to consider the urgency of their calls to our team, so that we can prioritise those who are most in need

If you need to get in touch, please find key contact numbers below. We ask that you let us know if you are under any specific restrictions due to coronavirus when you call.

  • Customer Services
    • Call Centre: 01482 498660
    • Spares Admin: 01482 498665
    • Sales Admin: 01482 440251
  • Support
    • Technical: 01482 498663
    • Installer Connect – phone lines are closed until further notice
  • Goods In: 01482 498532
  • Distribution: 01482 498477 / 01482 498900

Update: 17th April 2020

We understand at this time that due to the current situation it may not be possible to get your boiler serviced before the anniversary of it being installed, which may provide concern over the warranty status on the boiler.

We have always had a policy of being flexible and that the service can be carried out during the period from 3 months before the anniversary date to 3 months after this. This should allow for your service to be completed once the situation changes, however, we continue to monitor the ongoing situation. If there becomes a need to change the policy to further extend this timeframe to ensure no one is unduly disadvantaged, then we will do so and will further update to provide peace of mind.


Update: 24th March 2020

These are unprecedented times, with daily announcements that are affecting the way we live our lives, and the way we do business. Our priority now, as it always has been, is the safety of our customers and employees.

Following the government’s announcement of nationwide restrictions, we have taken the decision to streamline operations, and to focus on delivering essential services only during this time.  Other parts of our business will be closed until further notice.

We know that people's lives are being disrupted and the situation is changing quickly – we are doing everything we possibly can to keep people with heating and hot water.

If you need to get in touch, please find key contact numbers below. We ask that you let us know if you are under any specific restrictions due to coronavirus when you call.

  • Customer Services
    • Call Centre: 01482 498660
    • Spares Admin: 01482 498665
    • Sales Admin: 01482 440251
  • Support
    • Technical: 01482 498663
    • Installer Connect – phone lines and portal are closed until further notice
  • Goods In: 01482 498532
  • Distribution: 01482 498477 / 01482 498900

Update: 17th March 2020

We understand that coronavirus is causing uncertainty. Our priority now, as it always has been, is the safety of our customers and employees. 

We are closely monitoring customer demand for engineer visits and are prioritising those who are most in need, to ensure they have access to heating and hot water. 

As part of this, we have relaxed our terms and conditions surrounding annual servicing and guarantees – routine annual services can now be deferred, as long as they are completed within three months of the installation anniversary date.  We ask customers to bear this in mind, and to allow us to focus on urgent replacements and repairs at this time.   

In line with the latest government advice, we have issued guidance to all employees on specific measures that they should take while on the job and particularly when working in customers’ homes – this includes hygiene practices.

We are also continuing to work closely with our partners in the wider supply chain to support them as they seek to ensure the safe, ongoing provision of products and services.

Please call our customer services team on 01482 498660 if you need to book an engineer visit. We’d ask that customers let us know if they are under any restrictions due to coronavirus when they get in touch.

We know that people's lives are being disrupted and the situation is changing quickly – we will do everything we possibly can to keep you with heating and hot water.