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Customer Help & Support

What you need to know

Oh no! We are sorry to learn that you are experiencing an issue with your heating system. To help you out as efficiently as possible, we recommend checking out our quick support menu for some essential advice before reaching out to us via phone or contact form.

Hopefully, it is something simple and quick to resolve!

What you need to know

Boiler Installation Newcastle - I can smell gas

Can you smell gas?

If you ever smell gas, acting quickly and taking the necessary steps to ensure your safety is important. Start by opening all windows and doors to let in fresh air. Next, turn off any appliances causing the leak and avoid using electrical switches or devices which could ignite the gas.

We strongly advise immediately calling your area’s relevant National Gas Emergency service number 0800 111 999, for more information, press the big yellow button to call emergency help & then call Greenside Boiler Installation after to investigate the source of the leak and repair any affected appliances. The gas supply will be turned back on once a Gas Safe registered engineer has inspected it.

Gas Emergency!
Water is Everywhere

Water is everywhere, and I need help fast!

We understand that facing a water leak problem at your home can be a stressful situation, we are here to help!

It is essential to act quickly to prevent any further damage. If the source of the leak is your boiler or your central heating system, turn off your water supply and heating.
Avoid fixing your boiler yourself, and call us to ensure your water leak problem is resolved quickly and safely.
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It's just a small drip

No stress. It’s just a small drip

There is no need to worry if the issue is a small drip.
Addressing it as soon as possible would be best to avoid the drip getting bigger or any additional repair costs.

We suggest putting a bowl under the drip where possible to catch the water and minimise further damage to the property.
Book an appointment with us as soon as possible to put your mind at ease that the issue is fixed properly.
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Magnetic Filter is Leaking

The magnetic filter is leaking

A magnetic filter is a very important part of your central heating system, designed to capture any debris or corrosion from your central heating.
Occasionally, magnetic filters can develop a leak or drip, which can be very frustrating.

To address the problem, we first need to identify the cause of the leak. Is the filter cracked, or is a damaged seal causing the issue?
Once we know where the leak is coming from, we can take the necessary steps to fix it. You may be eligible for a replacement or free repair if the filter is still under warranty.

Regular filter maintenance will prevent build-ups and ensure your magnetic system filter functions at its best.
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I have no heating! Boiler installation newcastle

I have no heating!

Nothing is worse than returning home after a long day to learn that your heating is not working. But do not worry, we have some quick tips to help you identify the issue and, hopefully, get your boiler up and working fast. There could be a few reasons why your boiler is not producing heating. One common reason is a malfunctioning thermostat. Make sure to check the thermostat settings and replace any dead batteries.

Start by checking that the thermostat and receiver next to the boiler are functioning properly and that the temperature is set correctly. While at the boiler, look if your boiler is showing any error codes, this will help determine the fault.

You can also check the boiler’s pressure gauge to ensure it has not dropped below the green mark. Topping up the pressure on your boiler is a standard procedure every homeowner can carry out. If you have checked all of the above suggestions and still require help, contact our office by clicking the button below.
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I have no heating or hot water - Newcastle

I have no heating and no hot water!

It can be very frustrating when you suddenly find yourself without heating and hot water. However, before calling for professional help, here are a few things you can check.

Firstly, head to the boiler and check if the boiler has power and the pilot light. If the pilot light has gone out, you can try and reset the boiler following the manufacturer’s instructions. If it is the boiler that’s experiencing a fault, most modern boilers will display an error code which will indicate the issue that needs fixing.
Check that the boiler hasn’t lost its pressure, as this would affect both heating and hot water.

Ensure that the thermostat is set to the correct temperature and that the batteries are still working. If none of these checks help to resolve the issue with your heating and hot water, it’s time to call us to investigate the problem further.
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I don't understand my Thermostat

I don’t understand my thermostat control

If your thermostat is not responding, we suggest that you follow user manual instructions in the first place. The manual should provide instructions on how to use and troubleshoot your thermostat.

Check the batteries: If your thermostat is not responding, the batteries may be dead. Check the battery compartment and replace the batteries if necessary.

If you have tried all of the above and still can’t get your thermostat to work, our engineer will be able to diagnose and fix the issue quickly.
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Get in touch

Anything else

If you have any further enquiries regarding your boiler or heating system and cannot find the information you need online or in the manual, Greenside Boiler Installation is here to help you get your boiler up and running again.

Call our office will assist you with booking a convenient appointment with our engineer.
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