Everything you need to know
Frequently asked questions
Answers to the questions we get asked most often - about boiler servicing, landlord certificates, new boiler installations and emergency plumbing.
Accredited & registered - 30 years on the tools
Which? Trusted Trader - assessment in progressBoiler servicing
How often should I service my boiler?
Once a year. Annual servicing is a warranty condition for most manufacturers and the most effective way to catch faults before they cause a breakdown. A service also maintains efficiency and keeps fuel costs down.
How much does a boiler service cost in Surrey?
Our boiler service is a flat £85 with no call-out charge. That covers a full combustion and safety inspection, a clean of key components, magnetic filter check and a signed service record emailed to you.
How long does a boiler service take?
Most services take under an hour, provided the boiler is accessible and in working order. If we find a fault that needs attention, we will let you know before doing anything extra.
Can I service my boiler in summer?
Yes - and we recommend it. Summer slots are more available, the job is less disruptive, and you confirm the boiler is healthy before you rely on it in winter. The price is the same year-round.
Does a boiler service void the warranty if I use a different engineer?
Most warranties require an annual service by a Gas Safe registered engineer - they do not require the original installer. Check your warranty document to be sure, but any Gas Safe registered engineer should qualify.
What is the difference between a boiler service and a boiler repair?
A service is planned maintenance - checking, cleaning and verifying safety. A repair is unplanned work on a specific fault. Services reduce the need for repairs by catching problems early.
Landlord gas safety certificates (CP12)
What is a CP12 and who needs one?
A CP12 is the commonly used name for a landlord gas safety certificate, issued under the Gas Safety (Installation and Use) Regulations 1998. Any landlord renting a property with gas appliances must have a valid one at all times.
How often does a landlord gas certificate need renewing?
Every 12 months. There is no grace period - once it expires, you are in breach of the regulations.
How much does a landlord gas certificate cost?
Our CP12 is £85 for a standard single-property visit, with the digital certificate emailed the same day. Combined boiler service and certificate is £155. Portfolio discounts available for multiple properties.
What happens if my landlord gas certificate expires?
You are immediately in breach of the Gas Safety Regulations. Fines can reach £6,000 per property and criminal liability applies to the property owner. Book a renewal immediately and do not wait.
How quickly do tenants need to receive the certificate?
New tenants must receive the current certificate before they move in. Existing tenants must receive the renewed certificate within 28 days of the inspection. We email the digital certificate the same day.
Do you cover multiple properties in one visit?
Yes. We regularly work with landlords and letting agents across portfolios. If your properties are in the same area, we can often cover multiple in a single day at a reduced rate.
New boiler installations
How long does a new boiler installation take?
A like-for-like swap in the same location typically takes one day. Moving the boiler or changing system type can add a day or more. We carry out a free survey first and tell you exactly what is involved.
What boiler brands do you install?
We are a Vaillant Approved Installer and recommend Vaillant as our first choice. We also install Worcester Bosch and Ideal. For most family homes we recommend Vaillant for reliability and the 10-year warranty.
What is the Vaillant 10-year warranty?
When a Vaillant boiler is installed by an Approved Installer like CAF Heating and registered within 30 days, the manufacturer warranty extends to 10 years for parts and labour. This is the longest standard warranty in the mainstream market.
Is a free survey really free?
Yes - no strings attached. We visit, assess the right boiler and flue route for your home, and give you a fixed written quote. If you choose not to proceed, there is no charge.
Will I have hot water during the installation?
Not during the work itself, but for a standard swap you will have hot water and heating again the same evening. We restore the system fully and commission the boiler before we leave.
Do I need a power flush before a new boiler?
If your existing system is over 10 years old or has evidence of sludge - cold radiator bottoms, noisy boiler - we recommend a power flush before the new boiler goes in. Vaillant require it as a condition of the extended warranty. We will advise during the survey.
Emergency plumbing and gas
What should I do if I smell gas?
Call the National Gas Emergency Service on 0800 111 999 immediately - free, 24 hours. Do not switch electrical switches on or off, use a mobile phone indoors, or use naked flames. Open windows, turn off the gas at the meter if safe to do so, and leave the building.
What should I do if I have a burst pipe?
Turn off the water at the stopcock immediately - usually under the kitchen sink or where the supply enters the property. Then call us. Turning the water off limits the damage while we get to you.
My boiler has stopped working - what should I check first?
Check the boiler pressure gauge - it should read 1 to 1.5 bar. Check whether it is showing a fault code (Google your model and the code). Check if the condensate pipe is frozen in cold weather. If none of these resolve it, call us.
How quickly can you get to us in an emergency?
We aim to reach most of Surrey and South London within 30 to 60 minutes for urgent jobs. Horley, Reigate, Redhill and Croydon are our fastest patches. Call us for current availability.
Is carbon monoxide dangerous even if I cannot smell it?
Yes. Carbon monoxide is odourless and colourless - it is produced by incomplete combustion in gas appliances and you cannot detect it without a CO alarm. Fit a CO alarm on every floor of your home. If it sounds, treat it the same as a gas leak.
Coverage and credentials
Which areas do you cover?
We are based in Horley, Surrey and cover South London boroughs (Croydon, Sutton, Lambeth, Merton, Lewisham, Southwark, Wandsworth, Bromley, Greenwich, Bexley, Kingston, Richmond) and Surrey towns (Reigate, Redhill, Crawley, Caterham, Dorking, Epsom). See our areas page for the full list.
Are your engineers Gas Safe registered?
Yes. All three of our engineers - Carlton, Simon and Stephen Fuller - hold current Gas Safe registration for domestic gas. You can check any engineer's registration at gassaferegister.co.uk.
What is Vaillant Approved Installer status?
It means our engineers have completed Vaillant's annual technical training, hold current Gas Safe registration, and meet Vaillant's installation quality standards. It is a requirement to offer the 10-year Vaillant warranty.
How long has CAF Heating been operating?
Since 1996 - 30 years of gas and heating work in Surrey and South London. The business was founded by Carlton Fuller and now includes his sons Simon and Stephen.
Still have a question?
Call or send us a message and we will answer it straight.