FAQ & Videos

Information and faqs




0800 024 8067


3 Shortlands, Hammersmith, W6 8DA, London



What is a combi boiler?

A combination or ‘combi’ boiler is both a high efficiency water heater and a central heating boiler in a single compact unit. Combi boilers heat water directly from the mains when you turn on a tap, so you won’t need a hot water storage cylinder or a cold water storage tank in the roof space.

Which provider do you use to install the new system?

In the south East of England we use the Paynes group engineers to install our heating systems as they are approved by the Worcester Bosch group and have passed our selection criteria. A good install is the key to a safe and long lasting heating system.

How long should I expect the installation to take?

There are houses and houses. In general, a standard swap should take between 3 to 5 hours, but it may vary in some cases.

Will I own the boiler after the installation?

Of course, you own the boiler from day 1 of the installation of the heating system.

Does the boiler have the same warranty whether I pay for it monthly or through a one-time purchase?

Yes, identical products have identical warranties. As such you will have the same 10 year warranty, subject to you annually servicing your boiler.

Does the boiler have the same warranty whether I pay for it over 7 years or through a one-time purchase?

The warranty is subject to you annually servicing your boiler. As part of the loan or purchase agreement you will be asked to agree to such a service contract with the company installing the system in your home.

When does the flush of the system takes place?

The engineer completes the flush of the system at the end of the installation of the new heating system.

Do I have access to 24-7 unlimited call-outs?

Yes, as a customer, if you have an issue with your heating system, you can have as many call-outs as you need, any time. And they are absolutely free. Call the Paynes group customer service at 01825891720

Will someone show me how the Worcester wave works?

The engineer who will install your heating system will explain and will demonstrate how the boiler and the modulating thermostat work.

Is the installer going to advise me regarding to the size of the boiler I need?

Yes, when our engineer does the free survey of your property he will inform you which size boiler you need.

What is a smart modulating thermostat?

Modulating control is a method of control used by modern heating systems in the UK. Instead of switching a boiler on and off at intervals, the modulation of the gas valve allows the amount of heat provided by the boiler to be controlled to match the varying. It can be done easily via your smartphone, tablet or PC.

What is meant by “flushing my boiler”?

This is done to clear out any sludge that has built up over time and could cause the system to run ineffectively or damage the boiler. It’s normal in older heating systems for sludge to have built up so this should be flushed away before introducing a new boiler.

Do I need to contract your installer for the maintenance? Or can I choose one myself?

You will need to contract the same company who installed your boiler to do the annual maintenance service.

Do you provide a boiler bigger than 25I, if yes is it at the same price?

Yes, we do provide bigger boiler for lager properties, and it is 30I. This boiler costs £39.00 per calendar month.

Why is maintenance mandatory?

The annual maintenance is mandatory as gas powered installations, if not maintained properly, could develop a fault, which could be life threatening. Furthermore to keep the system operating efficiently has to be checked and tuned yearly and finally this is a condition of the 10year warranty.

What happens if I do not service my boiler every year?

Gas installations, if not properly maintained are inherently risky. If you don‘t service the boiler you are in breach of the terms of the warranty. Termination of the warranty will lead to us terminating the 7-year payment plan and will issue a final invoice with the outstanding charges as well as penalty charges.

What is it covered in my warranty?

Products manufactured and supplied by Bosch Thermotechnology Ltd, are guaranteed against material or manufacturing faults for the duration of the guarantee period (Manufacturer’s Guarantee) The product must be registered via the internet at www.worcester-bosch.co.uk within 30 days of installation.

How do I arrange annual maintenance?

In general the installer will send you a reminder letter and then you agree for a mutually convenient time. It’s very easy.

How long is the equipment under warranty for?

The warranty for the equipment is for 10 years as long as the annual service is completed.


When does my direct debit payment starts after the installation?

Your first direct debit payment will be collected 30 days after the installation of the heating system and the so called “first firing” the moment when your system starts operating got the first time in your house.

How do I pay the monthly fee?

You will need to set up a standing order or a direct debit.

Can I set up a direct debit?

Yes you can. We will provide you with our bank details once we send you the first invoice.

Can I change my bank account?

Yes, please set up the payment from your new bank account and inform us in writing.

Can you help me if I have trouble with my payment?

Yes, of course. Please give as a call on 0800 024 8067 and we will see how we can help.

Is there any interest attached to the payments?

No, the finance is interest free.

What is a soft credit check?

A soft credit check is an inquiry that occurs when a person or company checks your credit report as a background check. Unlike a regular /hard credit check that will leave footprint, a soft credit check is non-intrusive to your credit score. This means that, within reason, you can make as many ‘soft’ check inquires as you’d like, without damaging your score.

Will a soft credit check affect my credit rating?

The difference between soft or hard check is only important should we not be able to proceed with your application. Should we not be able to proceed with your application then the soft credit check will not impact your credit rating, as it doesn’t leave any imprint even if your application is rejected.

What happens if I am late with my monthly payment?

You need to inform us as soon as possible if you experience any difficulty to make a monthly payment. Missed or delayed payment will result in penalty charges.

Is there a maintenance fee that I will need to pay separately from the monthly fee?

Yes, there is an annual service fee, which you will need to pay to the installer in order to service your boiler.

Can I get the payments spread on a longer or shorter period then 7 years?

No, you can‘t extend the length of the repayment period, as your contract is for seven years and the payments are spread equally trough out this time.

How does the 50/50 savings scheme work?

During the term of this agreement, we will on or about each anniversary of the date of the completion of the installation of the Goods and their first use calculate the energy savings that you have made following the purchase of the Goods. If the savings exceed the total of the monthly repayments payable during the course of the previous year (“the savings threshold”), then 50% of any excess over the savings threshold will be payable to us as an Energy Saving Supplement. The additional supplement you will have to pay will be subject to a maximum cap as shown in the contract. We will provide you with an invoice requiring you to pay this supplement within 14 days of the date of the invoice. In the event that the energy savings do not exceed the savings threshold in that one year then no additional supplement will be payable by you for that year.


If I change my mind, can I cancel the contract without any break-up fees?

Yes, you can change your mind as long as it is during the mandatory cooling-off period that lasts for 14 days after you signed the contract.

What happens at the end of the 14 days cooling off period?

The contract becomes active and both Verdabelo and yourself are bound by its terms. The engineer will get in touch with you to organise the day and time of the installation, and an invoice of £ 99.00 will be issued after the installation took place.

What happens if I wish to end my contract before the 7 year period?

You can do so easily, with no hassle, and we will charge you with your outstanding monthly payments in a final payment.


How much can I save on my energy bills with the new system?

50% reduction should be achievable, but it may vary in each household.

What is the process to apply for a new system?

Please go to home page and press the button Apply. Afterwards please follow the instructions given.

How do I know if my property is suitable for a new heating system?

Frankly most houses are suitable. Upon approval of your application an installer will contact you to organise a free of charge survey of your home, which will determine the ultimate suitability of your home for the installation.

What if I live outside the areas you currently service?

If you live outside the area we cover at the moment, you
can still apply and as soon as we will expand the service area we will get in touch with you.

What happens at the end of the agreement?

Nothing at all besides that your monthly payments come to an end and you benefit of 100% of the savings which should give you many years of trouble free heating services.

What if I move or sell the property?

Should you sell your property, you will need to provide to the buyer an EPC report. This report will classify the home in a certain efficiency class. The higher this is the, the higher the value of the building. Once you sell the house we will ask you to settle the remaining balance. This should be easy for you as the A+ rating of the heating system will achieve a higher APC, thus a higher price.

What if I, or my partner passes away?

It depends on the terms of the agreement.

If I need extra valves or other parts for the heating system do I need to pay extra? Or they will be included?

Verdabelo provides up to 5 valves and any additional valves needed, can be supplied for additional cost. The engineer will advise you of all additional parts required and the cost of them before the installation, so no nasty surprises.

What does Gas Safe registration mean?

All our service engineers are Gas Safe Registered and have a range of qualifications that allow them to carry out specific types of gas work. If someone other than a Gas Safe registered engineer does the gas work in your home, you could be risking the safety of your family and your property. Badly fitted and poorly serviced gas appliances can cause gas leaks, fires, explosions and carbon monoxide poisoning.

I was told my new boiler will be “highly efficient”, what does that mean?

Recent changes in the law mean all new gas boilers fitted in the UK should be high-efficiency condensing models. This simply means that the boiler will extract more energy from the fuel and turn it into useable heat. Old standard-efficiency boilers can waste over a third of the energy they produce. Modern high-efficiency boilers can be 90% efficient.

In case I need a new heating system in emergency mode, could we skip the 14 days cooling off period?

Unfortunately, we are not able to skip the 14 day cooling off period, as it is required by the law.

Do you also change the radiators in the same price?

No, the radiators are not included in the Verdabelo package, but please speak to the engineer and he can supply them for you for additional cost.

Do I need to send you a hard copy of the contract or will the one signed online do?

You do not need to send us a hard copy of the contract, as we will have the signed online version on your file.

Will you take the old boiler with you and discard it? Or do I need to take care of the disposal myself?

We will remove the old boiler and it‘s peripherals after installation of the new heating system.

Is there any charge if you dispose of the old boiler?

There is no additional charge of disposal of your old boiler.