We want to be transparent about FlexiServ and how it impacts you if you're on a service plan currently.
As such we've tried to answer any questions we think you'll have below.
I'm currently on a service plan. Do I need to switch to FlexiServ?
You don't need to do anything. Once your annual service has taken place your terms and conditions will change and your plan will be renamed FlexiServ. We'll contact you to confirm this.
What is changing with my service plan?
The "service plan" as you know it at the moment is being renamed to FlexiServ. This is purely a change of terms and conditions, which can be found here. We'll also send you a letter in the post to confirm when your new terms and conditions will come into effect.
Why are you making changes?
As the heat pump market grows, and installed units in the market grow older, it is our responsibility to ensure that installers and approved partners are upskilled and onboarded to cope with the increase in demand. NIBE’s decision to focus on servicing means we can keep our commitment to ensuring the efficiency and longevity of our heat pumps.
Why are my monthly payment amounts changing?
As FlexiServ includes servicing only, and not repairs, we are reducing customer’s payments to reflect this. You still have the flexibility to spread the service cost over the year and have peace of mind with a comprehensive 37-point health check on your system.
How much does FlexiServ cost?
The price of the FlexiServ plan will vary depending on where you are in the UK. Details of the amount you will pay per month will be on the letter we will send you. For the full pricing structure please read our terms and conditions.
Why are you continuing to offer servicing under the new name of FlexiServ?
Despite many heat pumps being outside of a warranty period, NIBE remain passionate about ensuring that heat pumps in homes are working efficiently, are healthy and optimised in their performance. NIBE trained engineers will continue to offer this service and provide reports of their comprehensive 37-point health checks for customer peace of mind.
Why do I need to get my heat pump serviced?
Annual servicing ensures your system runs smoothly and efficiently. If there are any issues these can be spotted early. Annual servicing can also increase the lifespan of the heat pump.
Why should I have my heat pump serviced by NIBE?
Choosing NIBE, as the manufacturer of your heat pump, to service your system, means that you have ultimate peace of mind that you are in safe hands. NIBE has been manufacturing and maintaining heat pumps for over 40 years, so we know what we’re doing!
When will my service be due?
It doesn’t matter which month you have your service, as long as it is done once a year. This will maintain your warranty if you’re still in warranty, and will ensure your system is running smoothly and efficiently.
What will happen at my service?
We will contact you on the day of your service and give you an estimated time of arrival for our Service Engineer. When they arrive they will carry out a comprehensive 37-point check on your system, which will be emailed to you. Any faults will be included in the report.
What happens if my heat pump breaks down?
In the first instance you can call our dedicated first-line homeowner helpline on 0330 311 2201, option 1. They can help troubleshoot and diagnose a range of basic issues. If they are unable to help, you can find a list of our approved partners on our website.
If your question isn't answered please get in touch with us at customer.services@nibe.co.uk.
