FAQS

At Celcius Ltd our team are here to help you with all your Heating, Ventilation, Air Conditioning and Refrigeration Needs. If you have a query, please feel free to contact us, or check out our frequently asked questions below.

WhatsApp Image 2025-03-03 at 13.30.16.jpeg

Care Plan Agreements, Maintenance & Servicing

My boiler, appliance, or system is old. Does my System Care agreement still cover me?

There is no age limit on your boiler, appliance, or system, regardless of who installed it, as long as it is fault-free and in working order. If we accept it into the agreement, it will be covered. However, we will advise you if parts for your boiler are available.

Why do your engineers recommend changes to my system?

Our engineers are highly qualified and stay updated on the latest technology and regulations. They will recommend changes or improvements to your system only if they deem it necessary based on their expertise.

What do “upgrades to my system” mean?

Upgrades entail modifications to your system aimed at enhancing efficiency or safety. Examples include replacing working radiators with improved models, installing thermostatic valves, power flushing to remove debris, and adding system filters. The costs of upgrades are not covered by the agreements.

I need new equipment. Do I receive any benefits for being a “Care Plan” customer?

Yes, as a valued customer, we offer favourable rates for supplying and installing new equipment, such as boilers, A/C units, and more.

My new agreement includes a initial inspection. When can I expect this to happen?

The initial inspection will be conducted before accepting you into any agreement. We will arrange this with you at a convenient appointment time.

I think my annual service is due, but I haven’t heard from you?

We will send you a prompt email or letter in the month before the service is due to schedule an appointment. You can reschedule up to two weeks before the due date if needed.

My boiler has broken down, and I have no heating or hot water. How soon can I expect your engineer?

We strive to have an engineer with you on the same working day or the next working day. During peak periods, we may experience delays and will inform you accordingly.

My boiler has broken down, but I still have heating. How soon can I expect an engineer?

We aim to send an engineer on the same working day or the next working day. Emergencies are prioritised, but heavy demand may lead to delays.

If my appliance breaks down for cooling and heating, but fans are working, how soon can I expect an engineer?

We prioritise emergencies and aim for same-day or next-day service. Heavy demand may cause delays.

Why might it take longer for you to visit during extreme weather?

Demand for repairs increases significantly during extreme weather. While agreement holders are prioritised, safety emergencies such as gas or water leaks take precedence.

What if the engineer doesn’t have the necessary parts to fix my boiler on his van?

While we carry most common parts, sometimes specialised or uncommon spares need to be ordered. We strive to minimise waiting times and will keep you informed of the progress.

Why might my price change from last year?

Prices may change based on the level of cover required and periodic adjustments to reflect inflation. Your agreement may also transition to a different “Care” plan when your boiler is out of warranty.

In what circumstances would you suspend my agreement?

We may suspend or cancel your agreements if we encounter dangerous materials, infestations, or receive physical or verbal abuse until the risk is satisfactorily addressed.

Helpful Information

How often does my equipment need servicing?

Having your HVAC-R (heating, ventilation, air conditioning and refrigeration) equipment regularly serviced helps to keep it running smoothly. It also ensures potential problems are detected early which may cause it to become unsafe or result in costly repairs if not addressed. Although it isn't a legal requirement for homeowners to have their equipment serviced, an annual service for your boiler or air conditioning unit is highly recommended to ensure it's performing at its best. Equipment that isn't regularly maintained or working efficiently could be costing you more.

My pipes appear to be frozen. Can you offer any advice?

You can expedite the thawing process by gently applying heat to the frozen area, such as with hot towels or an indirect heat source. Avoid applying excessive heat directly, as it may damage the pipes and surrounding area. Exercise caution with electrical appliances to prevent bursting pipes or flooding.

What are the signs my boiler has a fault?

It's not always easy to tell if your boiler has a fault and requires maintenance, but below are some common signs that indicate a problem with your boiler. These include:

The boiler is vibrating or making unusual noises, such as gurgling or banging
There is low boiler pressure
The pilot light frequently goes out
There is no heating or hot water
The boiler is leaking
The boiler keeps turning off or cutting out
The radiators do not get hot
The boiler is unresponsive to the thermostat

Celcius offer a range of heating care plans to suit your needs and budget and keep your boiler running efficiently all year round.

When should I bleed my radiators?

It is good practice to bleed your radiators every year, typically in the autumn or around the time you put the heating on. This releases any trapped air which can cause radiators to heat unevenly. Bleeding your radiators can make them work more effectively to heat your home and help you see a reduction in your energy bills. Signs of trapped air include a gurgling, bubbling or banging sound coming from your radiators or cold spots, often located near the top of the radiator.