OCTOBER 2025 | VOLUME 63 | ISSUE 8


Homeowners unprepared for a possible boiler breakdown


A survey carried out on behalf of consumer body Which? suggests that the prospect of UK homeowners investing in low carbon heating options is hindered by a lack of pre-planning and awareness of boiler breakdown risks


New research from the consumer champion Which? shows an overwhelming three-quarters of homeowners with an old heating system are not prepared in the event they should need to replace their boiler, with a quarter (27%) of them taking a ‘wait until it breaks’ approach.


While many homeowners


surveyed (60%) have their boiler serviced once a year, 7% say they never have their boiler serviced and a further 31% do so less than once a year.


The Which? study draws on two


surveys: one of households with an older heating system, and a second of households who have replaced their boiler in the last two years. Results from the surveys demonstrate that failing to plan doubles the chances of needing an emergency replacement (39% vs. 19%) and often leads to more stressful, high-pressure situations for both consumers and installers trying to manage a surge in urgent winter callouts. It also means consumers may not have time to consider all their options for


replacing their boiler, including low carbon alternatives. One in five (17%) homeowners


surveyed reported their heating systems weren’t working well, however over half (53%) haven’t made any preparations to replace it, despite the fact that older systems are more prone to breakdowns, particularly in winter when the majority of replacements take place. Homeowners surveyed who did not prepare for their boiler replacement were twice as likely to struggle to find an installer (15% vs. 8%). Those who had planned ahead for their boiler replacements reported a much smoother and quicker replacement journey, with the majority (73%) being resolved in under 24 hours. Consumers who did not prepare


found themselves nearly three times as likely to wait more than a day for a replacement heating system (63% vs. 22%) with the most common wait being 2 to 3 days (28%). As a result,


homeowners surveyed reported increased stress and discomfort due to their homes being cold, disrupted routines and inability to wash or clean.


Heat pump option While many homeowners surveyed would opt for a like- for-like gas boiler replacement (76%), a fair number (15%) were considering a heat pump. Homeowners who planned their boiler replacement were more likely to explore and weigh up different home heating options. The survey findings suggest that limited time and information often leave consumers unable to explore alternatives fully. Homeowners surveyed who


planned ahead were twice as likely (21% vs. 11%) to consider different heating options, with nearly a quarter (24%) exploring a heat pump when replacing their boiler. Access to information also proved crucial. While just under half (44%) of homeowners surveyed said they


would consider a heat pump, this rose to 85% among those who came across information during their research. However, six in ten homeowners


said they could not get a heat pump installed quickly enough, and concerns about upfront costs and reliability persist. The findings highlight that


the earlier homeowners receive information about heating options, the more likely they are to consider low-carbon alternatives such as heat pumps. The consumer group concludes that this creates a clear opportunity for government and businesses to engage with people at the right time, when they are actively thinking about home heating, and provide clear, high- quality advice to support decision- making. The same research found that over


two-thirds (68%) of homeowners surveyed with older boilers hadn’t been given any information on when or how to replace their heating system, including from a heating engineer, contributing to their unpreparedness when an emergency occurs. Jenny King, head of home


energy at Which?, comments: “Our research shows that too many households are unwittingly leaving themselves vulnerable to boiler breakdowns. This creates unnecessary stress for consumers and extra pressure for traders. By starting the conversation earlier, installers can help to ease this pressure, build stronger customer relationships and take a lead in helping households explore new low-carbon heating options.”


Training Update See page 14


Inside this issue phamnews.co.uk


Horror Show See page 12


Energy Matters See page 18


Product News See page 36


Sustainable eHeating


Solutions from the climate comfort specialists


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