Customer care
Customer Care & Support
Need help with your heating, hot water, heat pump, air conditioning or a recent installation? The quickest way to get support is by completing our online form so we can collect the right details first time.
Looking to raise a complaint? View our complaints procedure →
Support form
Why report issues online?
Completing the form helps us understand the issue properly and get it to the right person.
Send the right details
Add fault codes, appliance details and a clear description of what has happened.
Upload photos
Photos of fault codes, leaks, controls or pipework can help us assess the issue faster.
Creates a record
Your request is logged clearly, so nothing gets missed from a phone conversation.
Report an issue
What to include when you contact us
Please include as much detail as possible so we can review your request properly before arranging the next step.
- Your name and property address
- Appliance type, make and model if known
- Any fault codes showing on the appliance or controller
- A clear description of the issue
- Photos or videos if they help explain the problem
- Whether you are an existing Vector Heat customer
For existing customers
If your enquiry relates to a recent installation, service plan, warranty issue or ongoing support, please use the report an issue option on the form.
This helps us separate support requests from new enquiries and makes it easier for the office team to deal with them correctly.
Warranty and aftercare
Warranty & installation support
We can help with manufacturer warranty queries, installation support and advice for customers on care plans.
Manufacturer warranties
Boilers, heat pumps, cylinders, controls and air conditioning systems are usually covered by manufacturer warranties. Warranty terms vary by product and manufacturer.
Installation support
If you believe there is an issue relating to our workmanship, submit a support request and we will investigate it.
Care plan customers
If you have a Vector Heat care plan, please mention this when completing the form so we can check your cover.
Before reporting a fault
A few quick checks
These checks may help us understand the problem and could save an unnecessary visit.
Boilers
- Check the boiler pressure
- Check the power supply is on
- Check the thermostat and programmer
- Make a note of any fault code
Heat pumps
- Check the controller display
- Make a note of any error code
- Check hot water and heating settings
- Take photos of the controller screen
Air conditioning
- Check the remote/controller settings
- Check filters if accessible
- Note any flashing lights or error codes
- Upload photos with your request
Emergencies
Emergency situations
Some situations need immediate action and should not wait for an online support request.
If you smell gas
Turn off the gas supply if safe, open windows and doors, leave the property and call the National Gas Emergency Service on 0800 111 999.
Major water leak
Turn off your water supply at the stop tap if safe to do so. If electrics are affected, avoid touching wet electrical fittings.
Electrical danger
Isolate the power if safe and seek urgent help where needed.
Complaints and feedback
Not happy with something?
We aim to provide a high standard of workmanship and customer service. If you are dissatisfied with any aspect of our service, we would like the opportunity to investigate your concerns and work towards a fair resolution.
If your enquiry is a complaint rather than a support request, please use our complaints procedure.
Customer care FAQs
Common support questions
Helpful answers before you submit a request.
How do I report a fault?
The quickest way is to complete our online support form. Please include the property address, appliance details, fault code and photos where possible.
Can I upload photos?
Yes. Photos of fault codes, leaks, controllers, pipework or anything unusual can help us understand the issue more quickly.
What if I do not know the fault code?
That is fine. Please describe what is happening and upload a photo of the appliance or controller display if possible.
Is my appliance still under warranty?
Warranty periods vary depending on the manufacturer, product and installation date. Submit a support request and we can advise on the next steps.
Do I need an annual service to maintain the warranty?
Many manufacturers require regular servicing to maintain warranty cover. The exact requirements depend on the product and manufacturer.
Can I use this form for servicing?
Yes. You can use the form for servicing, care plan queries, faults, warranty support and general customer care requests.
What if I want to make a complaint?
If your enquiry is a complaint, please use our complaints procedure so it can be handled correctly. You can find it at /complaints.
Need support?
Tell us what has happened
Complete the online form and include as much detail as possible. This helps us review your request and respond with the right next step.