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Orbit Energy Boiler Care

Frequently Asked Questions


What if I already have a home emergency plan or a home care plan elsewhere?

We are delighted you are considering switching to a Hometree Care Package, which is quick and easy to do. All you have to do is call your current provider to quit, and we’ll have you set up on one of our Care Packages in a matter of minutes. Sometimes you can cancel your direct debit if you don't want to have to call your existing provider.

What are your response times?

We complete 90% of our repairs within 24 hours of customers reporting it to us, and we’ll try to come out at a time that suits you, including evenings and weekends. You will never have to wait longer than 2 weeks for a non-urgent repair, and we have a 24/7 helpline. Our Customer Success Team is dedicated to helping you with everything you need when reporting a repair.

What are your opening hours?

We are open from 9am to 5:30pm Monday to Thursday and 9am to 5pm on Friday. However, if you have an emergency please click here for details of how to get in touch with us.

Do you cover my area?

If you are in the UK mainland (England, Wales and Scotland) and in the ‘natural gas supply area’, then yes. Our care plans include natural gas boilers that are either combi, system, regular and back boilers.

Is there a limited number of repairs you offer per year?

No, we offer an unlimited number of repairs and call outs with all parts and labour included. However you will need to pay a call out fee of £95 for every callout that you make, you will only pay once for each fault in the contract period. Our engineers will use their expertise to assess whether its the same fault

Am I allowed to get another company to replace my boiler/system whilst under contract with yourselves?

Yes, you’re allowed to choose another company to replace your boiler, but we’ll have to make sure that it has been installed to our high standards to be able to protect it.

How can I pay my call-out fee?

When we book your repair, we’ll ask to pre-authorise your debit or credit card for any call out fees. We will never charge you before completing the agreed repairs.

Does my care plan include any costs to repair ‘access’?

We will be as careful as possible when doing any repairs, but if we do happen to cause any damage, we will replace items such as cupboards up to £1,000 (inc. VAT). We won’t replace or restore original surfaces, e.g. tiles, floor coverings, decoration, grass or plants.

Are repairs carried out by your own engineers?

We have a mixture of our own engineers, as well as a national network of subcontracted engineers. We work hard to fully vet these engineers and we have a rigorous process to check that they have completed their jobs properly. We call customers after every call out to check that they're happy and work quickly to fix things in the rare occasions the customer is not.

What time will my appointment be at? When will the engineer arrive?

If you’ve had a breakdown, you can call our 24/7 helpline, and an engineer will be with you within 24 hours in 90% of cases. Our aim is to fix your problem as soon as possible. We offer 3 standard appointment slots on 7 days of the week:

  • Morning: 8am to 12pm
  • Afternoon: 12pm to 4pm
  • Evening: 4pm to 8pm

My boiler is quite old, will you still protect it?

Yes, we will still look after your boiler no matter how old it is. We will do the best we can to fix it, but eventually the manufacturer will stop making spare parts. This means that it will make sense to get a new one instead. We will try and make sure we give you plenty of warning so you aren’t caught by surprise.

What happens if you cannot repair my boiler?

We will always do our upmost to try and fix the boiler. In the rare occasion that your boiler is unrepairable (i.e. pronounced dead), we will be able to offer a discount if we fit a new one.

What boilers do you protect as part of your care plans?

We protect any gas boilers (including combi, system regular floor standing and back boilers) that are used in homes as long as they have been installed correctly and safely. We do not protect oil-fuelled boilers, LPG (bottled gas) powered boilers.

Do you protect all makes and models of boilers?

Our Care Packages protect all natural gas boilers from all manufacturers of all ages.

My boiler is broken - what should I do?

Please contact our emergency helpline on 0800 038 5963 or email us at and we will send an engineer to you within 24 hours.

How soon should I report a repair or breakdown?

As soon as you experience a breakdown or notice a problem in your home, please contact our emergency helpline on 0800 038 5963 or email us at

How do I arrange a call out or book an appointment?

To arrange a call out or book an appointment with one of our engineers, please contact our emergency helpline on 0800 038 5963 or email us at