Technical advice

We understand the need for consistent performance with heating and hot water systems; we manufacture products to the highest standards to ensure maximum durability and reliability. However, we always recommend that our products are serviced annually for maintaining efficient and effective operational performance.

Call our technical advice experts on 0344 871 1535* (option 2).

If you are an installer or heating engineer and need technical support for a Heatrae Sadia product you are working on, please call our award-winning aftersales Customer Support team. With access to a huge library of knowledge-based files on current and older Heatrae Sadia products, including installation manuals and instructions, which have been compiled over many years, our technical team are all experienced engineers who understand your needs. They will take as long as you need to resolve your problems, talking you through until you are completely happy. From time to time, our products may need a bit of attention to keep them running at peak performance and ensure their continued reliability. We have developed some handy how-to video guides which can guide you through our simple step-by-step maintenance tasks.

For the more complex problems, our field-based team of engineers are always on hand to help. In the event you experience an issue where you are unable to diagnose a fault, simply call our expert team on 0344 871 1535* (option 2) to arrange for one of our nationwide engineers to get the product working perfectly again. Our engineers' vans are fully stocked with Heatrae Sadia genuine parts for a first time fix. If the product is in warranty, everything is free of charge, subject to our terms and conditions*. If it is out of warranty, we can still help with servicing, support or repairs with our competitively priced protection plans

Several of our products require benchmark commissioning to be completed following installation. If the completion of the benchmark checklist (as detailed in the installation manual) is required, any warranty for the product will not be valid if the checklist has not been completed correctly. We may need to see the benchmark checklist if a claim is made whilst a product is under warranty. Our products must be registered within 30 days of the installation date.

Some of our products have integrated fault diagnosis to make repair easier. These are typically displayed by LED flashing light sequences or by a digital display on the fascia of the appliances. If you are unsure of what the fault is or how to reset, please consult the installation manual for the product or contact our technical team for advice.

In September 2015, a new Energy related Product (ErP) directive for the European Union (EU) came in to effect. The ErP directive is mandatory for all countries in the EU for space and water heaters. The Energy Labelling directive is part of ErP. It requires space and water heaters to be labelled with an efficiency band, ranging from A+++ to G. The Energy labelling should be a simple concept for consumers because this system is already established for white goods, such as refrigerators, dishwashers and more recently, tyres. Discover all you need to know about ErP in our dedicated ErP information section.

We have also developed an online ErP Calculator for your convenience, which has been designed to make it easy to generate ErP labels for products and for packages. By selecting a product, or a combination of products, the tool will automatically calculate and provide the correct label and technical documents including the ErP fiche, which is a table of the technical performance of the product(s). Our expert team are here to help you. If you have any questions or would like to know more about the Ecodesign or Energy Labelling Directives, what it means for you and what you may need to do, Contact Us.

*Calls to 03 numbers will cost the same as calls to standard landline numbers, and will be included as part of any inclusive call minutes or discount schemes for geographic calls. **excludes 25th December and 1st January (Closed)

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