Boiler brands you can trust · Boiler keeps switching itself o˜ Problem with built-in controls...

44 WHICH? OCTOBER 2013 OCTOBER 2013 WHICH? 45www.which.co.uk www.which.co.uk

Getting a new boiler is expensive and likely to set you back almost £2,500 on average – based on the latest industry

research. So it makes sense to choose a boiler that could help avoid costly repairs.

Each year we survey Which? members to ask them about their level of satisfaction with the companies who have made, installed, serviced and repaired their boilers.

Our unique survey reveals the boiler brands that you can rely on, and the ones that leave you more vulnerable to a boiler repair call-out.

� is year, 10,358 of you shared your boiler experiences. � is huge response means

we can unveil the reliability of eight gas boiler brands, accounting for nearly nine in 10 of the gas boilers owned by members in our survey. Our survey also includes brand reliability for Grant and Worcester oil boilers, owned by nearly seven in 10 of members with an oil boiler.

Unfortunately, 48% of those surveyed have experienced a fault since installing their boiler. Luckily, not all faults lead to a visit from the repairer, but a third of members who’ve bought a boiler since April 2005 tell us that they’ve had it repaired since it was installed.

For the fourth year running, Worcester continues to be a great brand to choose for a reliable gas boiler. Its brand reliability score of 79% nudges ahead of all other manufacturers, including last year’s joint-top Vaillant. At the other end, Potterton has joined fellow BDR � ermea stablemate Baxi in having a poor gas-boiler brand-reliability score.

Worcester and Vaillant gas-boiler owners are the happiest with the brand that they buy. Worcester tops the table with its customer score of 84%, which is based on satisfaction with the brand of boiler owned and how likely owners are to recommend the brand to a friend. Keston gas boilers have the least satis� ed owners, with a customer score of just 28%.

Find out how the main oil brands, Grant and Worcester, compare on p48.

We reveal the best and worst boiler brands and whether it’s worth taking out boiler cover

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BOILER RELIABILITY | HOME ENERGY

GO ONLINE Visit our guide to everything you need to know about buying and installing a new boiler. For explanations of all types of boilers – from combi to system – along with prices and reviews of more than 200 models, including 26 Best Buys, visit www.which.co.uk/boilers

BaxiWhich? brand reliability 63%Which? customer score 59%

WARRANTY Most ranges are supplied with a two-year parts and labour warranty. Longer warranty o� ers are currently available, including 10 years on the Baxi Platinum Combi HE A and

seven years on the Duo-tec Combi HE A and Megafl o System HE A.PRODUCT RANGEFour combi boiler ranges,

one heat-only range, and two system boiler ranges. Several of the Baxi ranges were updated in summer 2011 and January 2013. MOST COMMON PROBLEMS

Water leaking from the boiler Boiler displays an error code

and cannot be reset Boiler keeps switching

itself o� Problem with built-in controls Boiler is noisy in operation

The most reliable gas boiler brand

WorcesterWhich? brand reliability 79%Which? customer score 84%

British-based manufacturer Worcester is part of the Bosch Group. It’s the most popular gas boiler brand, owned by more than a third of members.WARRANTY Worcester is currently o� ering a fi ve-year

warranty on all gas-fi red Greenstar CDi, Ri, Si and i System boilers if you install before 31 December 2013. You need to register your purchase within 30 days, supplying details about your home, the boiler and your installer. Boilers must be serviced annually for the additional three-year guarantee, otherwise a two-year guarantee applies.PRODUCT RANGE Worcester o� ers fi ve ranges of combination boilers that supply heat and instant hot water. The basic Greenstar Junior series and Greenstar Si series are for fl ats and one-bathroom properties. The Greenstar CDi Compact range is for mid-sized homes where the

INSTALLATION Worcester does not employ its own team of heating installers, but invites engineers that it deems to be reputable to join its Accredited Installer scheme.

Members of this scheme are registered and qualifi ed installers who’ve attended certifi ed training courses on the Worcester products that they install – which can include boilers, solar thermal systems, heat pumps and underfl oor heating. They can also o� er extended guarantees of three to seven years, depending on the product and installer.

You can search for an accredited fi tter in your area on the Worcester website, or choose from one of 3,570 boiler installers recommended by fellow Which? members at which.co.uk/local.

boiler needs to be fi tted in a small space, such as a kitchen cupboard. The premium Greenstar CDi Classic range and fl oorstanding Greenstar Highflow CDi series are for large properties and can supply a higher hot-water fl ow rate.

For homes with a heat-only boiler (those that use a cold water tank and cylinder for the hot water supply) Worcester o� ers the compact Greenstar Ri series, higher powered CDi boilers and fl oor-standing FS CDi regular boiler. The compact Greenstar i series and larger 30CDi system boilers provide a range of outputs for homes that use this type of boiler. All Greenstar system and heat-only gas boilers are compatible with the Worcester solar water heating system, as is the new CDi compact combi range.MOST COMMON PROBLEMS

Water leaking from the condensate pipe Water leaking from the boiler Boiler displays an error code and cannot

be reset Problem with built-in controls

PottertonWhich? brand reliability 72%Which? customer score 63%

WARRANTY Most ranges are supplied with a one or two-year parts and labour warranty, although conditions apply.

In-warranty repairs for Potterton (and Baxi) boilers are organised by Heateam.PRODUCT RANGEFive combi boiler ranges, four

heat-only boiler ranges, and two system boiler ranges. Several ranges of Potterton boilers were updated in March and May 2012.MOST COMMON PROBLEMS

Boiler keeps switching itself o�

Problems with built-in controls Boiler completely broke down Boiler displays an error code

and cannot be reset Problem with controls that

are not built in

The least reliable gas boiler brandsBaxi and Potterton are part of the multinational BDR Thermea group, along with Main. There is some overlap between the boilers that make up the ranges of both companies, although the names are slightly di� erent.

Boiler brands you can trust

Problems listed in order of frequency. Brand reliability sample size: 1,580. Customer score sample size: 1,911

Brand reliability sample size: 187Customer score sample size: 291


Boilers_R3.indd 44-45 01/10/2013 12:59


Gas boiler brands with average reliabilityThe volume of responses to this year’s survey allows us to calculate customer scores for a larger number of brands than in previous years. For the first time you can compare customer satisfaction of some of the smaller names in the gas boiler market – with brands owned by just 1% of our members making it into our customer score chart.

GO ONLINE Want to share your boiler experiences with other Which? members? Provide your own customer review by selecting your model from our list of more than 200 boilers at www.which.co.uk/boilers

Very quiet in operation and very e� icient – we’ve

noticed a reduction in gas usage/bills. The boiler is so e� icient it fires up for shorter periods than the old one. Worcester owner

Excellent boiler, economical and reliable

since it has been installed. Vaillant owner

In the first two years we had major problems requiring

a new central control board. It left us very uncertain about reliability. But it’s been OK since. Potterton owner

Every winter it broke down completely. This year the

condensing pipe melted and now every board inside has been replaced. It still breaks down, so after only five years of use we are having to replace it. Keston owner

The boiler has broken down at least four times in five

years, mainly due to leaks from failed seals. It recently started leaking again, so we are getting the whole boiler replaced now. Ferroli owner

It broke down a lot at the beginning but seems to

have settled in reasonably well now – although the annual maintenance check usually finds minor faults. Baxi owner

The most satisfied gas boiler owners

BOILER RELIABILITY | HOME ENERGYHOME ENERGY | BOILER RELIABILITY

BEST FOR INSTALLING GAS BOILERSMost Which? members turn to independent gas installers and plumbers to get their new boiler fi tted. This is a wise choice according to our online survey of 660 Which? members who’ve installed a new gas boiler in the last year. Our survey shows a high level of satisfaction with installations carried out by independent gas installers/plumbers compared with the below-average customer score achieved by British Gas for installations.

OUR RESEARCHIn June 2013 we asked Which? members online about their experience of owning gas or oil condensing boilers.

Brand reliability score is based on whether they had needed to get their boilers repaired. Only boilers installed in the last six years are eligible for inclusion in our survey and each brand needs a minimum of 50 responses to be included in our analysis. Brand customer score is based on a minimum of 30 responses and is a combination of the respondent’s overall satisfaction with their brand of boiler and likelihood to recommend it to a friend.

British Gas (103)

IdealWhich? brand reliability 73%Which? customer score 56%

Founded in 1905, Ideal boilers are still made at its manufacturing base in Hull.WARRANTY

Usually two or five-year parts and labour, subject to product registration and regular servicing. O� ering seven-year warranties on the new Vogue range. Warranties should be registered with Ideal within 30 days of installing the boiler.PRODUCT RANGE Five combi boiler ranges, four heat-only boiler ranges, including one floor-standing model, and three system boiler ranges.MOST COMMON PROBLEMS

Problem with built-in controls Boiler displays an error code

and cannot be reset Boiler completely broke down Boiler noisy in operation Water leaking from the boiler


VaillantWhich? brand reliability 76%Which? customer score 83%

German brand Vaillant is the second most common gas-boiler brand among Which? members – owned

by 18% of those surveyed.WARRANTY Vaillant Ecotec Plus range of boilers have a fi ve-year warranty and Ecotec Pro have a two-year warranty. Extended warranties are available on boilers through Vaillant’s Advance loyal installers scheme.PRODUCT RANGE Four combi boiler ranges, one heat-only boiler range, and one system boiler range.MOST COMMON PROBLEMS

Water leaking from the boiler Boiler displays an error code

and cannot be reset Boiler noisy in operation Boiler keeps switching itself o� Water leaking from

condensate pipe


British GasWhich? brand reliability 75%Which? customer score 65%

British Gas own-brand boilers were developed with input from British Gas by manufacturers including

Worcester, Potterton and Glow-worm. WARRANTY One or two years, depending on the manufacturer. Every new boiler installed by British Gas comes with British Gas Homecare boiler and central heating cover for a year.PRODUCT RANGE One combi boiler range and two heat-only boiler ranges.MOST COMMON PROBLEMS

Boiler displays an error code and cannot be reset

Boiler keeps switching itself o� Water leaking from the

condensate pipe Boiler is noisy in operation Problems with controls that

are not built in


Glow-worm Which? brand reliability 75%Which? customer score 69%

British manufacturer founded in 1934; now part of the Vaillant Group. Glow-worm has a network of 240 service engineers

across the country.WARRANTY Most ranges are supplied with a two-year parts and labour warranty. The new Ultimate ranges come with a fi ve-year warranty. Conditions apply. PRODUCT RANGE Five combi boiler ranges, three heat-only boiler ranges, three system boiler ranges and a system storage boiler.MOST COMMON PROBLEMS

Boiler displays an error code and cannot be reset

Boiler keeps switching itself o� Water leaking from the boiler Problems with built-in controls Water leaking from the

condensate pipe


Installer sample size in brackets

Sample size in brackets

84% (1,911)

83%(903)

80%(103)

76%(39)

69%(446)

69%(40)

65%(231)

63%(291)

59%(73)

59%(361)

56%(312)

53%(43)

50%(50)

46%(32)

42%(43)

28%(30)

YOUR BOILER EXPERIENCES

71%85%

Independents (512)

Boilers_R3.indd 46-47 01/10/2013 12:59


Minimum waiting time for an available boiler engineer for people without breakdown cover

Minimum waiting time for an available boiler engineer for people with breakdown cover

BOILER RELIABILITY | HOME ENERGYHOME ENERGY | BOILER RELIABILITY

Oil boiler brands rated

GrantWhich? brand reliability 70%Which? customer score 74%

Grant, based in Devizes, Wiltshire, is largely known for its oil boilers. In our survey, 34% of Which? members with an oil boiler had a Grant.

WARRANTY A five-year heat exchanger warranty, provided your oil boiler is installed in accordance with Grant’s instructions, and a two-year warranty for all other components.PRODUCT RANGE

Five Vortex Pro combi, heat-only and system boiler ranges, and six Vortex Eco ranges of heat-only/system boilers.MOST COMMON PROBLEMS

Water leaking from the boiler Boiler keeps switching itself o� Problem with built-in controls Boiler completely broke down Problem with the burner

WorcesterWhich? brand reliability 70%Which? customer score 77%

Worcester has 28 oil-fired boilers in its current range for internal and external installation. A third of oil boilers owned by members in our survey are made by Worcester.

WARRANTY All Worcester Greenstar oil-fi red boilers come with a two-year guarantee, dependent on registration and annual servicing.PRODUCT RANGE

Two Greenstar Heatslave combi ranges, fi ve Greenstar Danesmoor/Utility heat-only ranges, and three Greenstar Camray system boiler ranges.MOST COMMON PROBLEMS

Problem with the burner Boiler keeps switching itself o� Problem with built-in controls Water leaking from the boiler

Water leaking from the condensate pipe

Breakdown cover and servicing contractsBoiler breakdown cover is o� ered by many big energy companies, some boiler manufacturers, and third parties such as home insurance providers. As well as covering the cost of repairs, many policies – known as boiler servicing contracts – also include an annual boiler service.

But are boiler contracts worth the money? Some Which? members think so, with 41% of the boiler owners in our survey forking out for cover. Just 5% of members took out cover because their boiler broke down or was unreliable, with far higher numbers choosing it for peace of mind and because it includes an annual service (see graphics below).

But two thirds of the members who paid for boiler cover in the last year did not need a repair at all, and our survey shows there’s actually a 90% chance that members will be � nancially worse o� to some extent if they choose a boiler breakdown contract. � ey either won’t need any repairs, or the cost of the repairs will be less than the cost of the contract.

According to our survey, the average cost of an annual boiler service is £70, while the cheapest regularly priced annual service contract on the market (without call-out fees or an excess charge) costs around £155. So you’re paying around £85 a year for peace of mind over possible boiler repair bills.

BEST FIRMS FOR AD-HOC SERVICES

Based on 4,129 members with boiler breakdown/emergency cover. Sample size in brackets. Star ratings indicate how satisfi ed customers are with aspects of the service. n/a Not enough responses received. Annual price For a contract with no call-out fees or excess and including an annual service. a Introductory website price at 05/07/2013

CUSTOMER SCORE

Ease of arranging

annual service

Repair response time

Value for money

Customer service

Annual price

BOILER MANUFACTURER PLANS

WORCESTER, BOSCH GROUP (187) £198 ★★★★ ★★★★ ★★★★ ★★★★ 73%

BAXI/ POTTERTON (Heateam) (56) £174 ★★★ ★★★ ★★★ ★★★ 60%

ENERGY COMPANY/THIRD-PARTY PLANS

AA (30) £198 n/a ★★★★ n/a n/a 63%

SSE (80) £191 ★★★ ★★★ ★★★ ★★★ 61%

BRITISH GAS/ SCOTTISH GAS (2,368) £192 ★★★ ★★ ★★★ ★★★ 58%

CORGI HOME PLAN (69) £204 ★★ ★★★ ★★★ ★★ 57%

DOMESTIC AND GENERAL (127) £192 ★★★ ★★★ ★★★ ★★★ 52%

HOME ENERGY SERVICES ( formerly Eon) (75) £174 ★★ ★★★ ★★ ★★ 50%

HOMESERVE (196) £126a ★★ ★★★ ★★★ ★★★ 50%

SCOTTISH POWER (75) £155 ★★ ★★★ ★★ ★★ 48%

NPOWER (48) £174 ★★ ★★★ n/a ★★ 47%

BOILER COVER PLANS COMPARED

Sample size in bracketsSame day Next day 2-3 days 4+ days

Same day Next day 2-3 days 4+ days

In addition, customer satisfaction with providers is not particularly good, with an average customer score of 60% for the sector. � e most satis� ed customers were those of Worcester, Bosch Group, which gets

a customer score of 73%, but it will only cover Worcester boilers. � e biggest provider, British Gas/Scottish Gas, supplies 57% of contracts in our survey, but its customer score lags behind at 58%.

Top three reasons for buying a servicing contract

Peace of mind

Annual boiler service included

Looks like good value for money

Number of repair visits to members in the last year (excluding service)

None One Two Three or more

Based on 4,231 members with boiler breakdown/emergency cover

Worcester (33)

British Gas/Scottish Gas (46)

Independents (3,033)

86%

80%

57%

Grant (153)

Warmflow (30)

77%

74%

74%

Worcester (157)



The most satisfied oil-boiler customers

For the fi rst time this year we had enough answers to our survey to get information on customer satisfaction (but not reliability) for a third brand of oil boiler. Warmfl ow oil boilers, owned by 7% of oil boiler users in our survey, also gets a Which? customer score of 74%.

Sample size in bracketsSample average: 74% Sample size: 432

ChecklistTips for getting the best heating oil price

Compare as many quotes as possible. If you find a

cheaper price, it’s worth talking to your supplier to see whether it is able to match the price.

Buy in bulk. Citizens Advice estimates savings of 10%

for people who club together. Visit its website to find a heating oil club in your area.

Buy in summer when prices are generally lower.

Use the FPS directory (fps.findmydistributor.

co.uk) to find suppliers in your area and check online for reviews or complaints about a company before you buy.

Watch out for extra fees when paying by credit card.

Safeguard your expensive heating oil by getting an

Oftec-registered technician to service your heating oil tank each year.

65%

65%

20%

56%

9%

28%

6% 17%

25%

43%

39%

26%

25%

10%

10%

Of those we surveyed, 11% live on a road that is not served by mains gas. Nearly all of these use an oil boiler to provide heat and hot water to their home.

Based on 4,129 members with boiler breakdown/emergency cover who know their provider Based on 1,461 members with breakdown/emergency cover who had a repair in last 12 months

Based on 1,017 members without breakdown cover who called an engineer

A boiler service is generally recommended every year. In our survey 60% of members without boiler cover paid for a service in the last year, with 87% using an independent engineer or plumber. Overall, independents achieved a signifi cantly higher customer score than the bigger companies that we received data for. Find one near you at www.which.co.uk/local.

Boilers_R3.indd 48-49 01/10/2013 13:00

Boiler brands you can trust · Boiler keeps switching itself o˜ Problem with built-in controls...

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