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Frequently Asked Questions

No. There are no call-out charges with any of our Goldstar, Goldstar Warranty, or Goldstar Landlord Plans. What’s more, our gas emergency cover is available 24 hours a day, 365 days a year, and we always aim for a same-day response (subject to our terms & conditions).

No. Call-outs are unlimited, there is no charge, and no hidden extras. Our emergency gas cover is there for you 24 hours a day, 365 days a year, and we always aim for a same-day response, subject to our terms & conditions.

No, we don’t. If your boiler is still under warranty, the manufacturer is responsible for repairing or replacing it. For gas boilers out of warranty, most repairs are covered by our Goldstar Plan and Goldstar Landlord Plan, but you will have to finance a full replacement yourself. We would of course be delighted to quote for this!

None of the Goldstar plans covers faults caused by sludge in your system or any repairs involving parts we can’t source because they are obsolete and there are no alternatives. We also don’t cover parts that are just not economical to replace. 

We don’t cover upgrades, anything to bring your boiler or system up to current standards, or anything that’s been caused by misuse or neglect. 

And none of our Goldstar Plans includes full replacement of your boiler or heating system.

Our Goldstar gas boiler and heating system cover is currently available to customers in Dundee, large areas of Aberdeen, Aberdeenshire, Fife, and Perthshire, as well as Glasgow and parts of Edinburgh, along with Falkirk, Motherwell, and Paisley. 

All you need to do is call us on 0330 002 1170  or write to us at Gas Call Services Ltd, Utilities House, 40 North Ellen Street, Dundee, DD3 7DH. Please be aware that just cancelling your direct debit without formally notifying us doesn’t cancel your Goldstar cover.

Yes, all our engineers are fully qualified and Gas Safe registered.

It’s basically an agreement between you, the customer, and the gas boiler manufacturer, and they are a little like an insurance policy. If your boiler develops a fault, the manufacturer will send a gas engineer to diagnose the problem. If it’s something covered by the manufacturer’s terms and conditions, they’ll fix it. If it isn’t, you’ll need to pay for it. Under our Goldstar Warranty plans, we don’t repair boilers that are under warranty though we can often identify the issue and then contact the manufacturer for you. 

Warranty agreements last anywhere between one and 14 years — the longer the warranty, the more confidence the manufacturer has that their boiler is going to run a long time without any issues! Some warranties have to be paid for, and may include cover for extras such as accidental damage.

When you first get your new boiler, you’ll receive a free statutory guarantee from the manufacturer which covers it for the first 12 months. This is a legal requirement. Warranties are also usually provided at the time you buy your boiler and generally run for longer than 12 months. Some are free, others you have to pay for — this varies from manufacturer to manufacturer and for how long you want cover to continue.

We cover most types of boiler, including those made by all the major manufacturers.

Among them are…

Alpha, Arison, Atag, Atmos, Balmforth McClary, Baxi, Biasi, British Gas, Chaffoteaux, Ferroli, Glow-Worm, Halstead, Ideal, Intergas, Johnston & Starley, Main, Myson, Potterton, Range Powermax, Raven, Rehema, Sime, Thorn, Vaillant, Viessmann, Vokera, Worcester, Zanussi.

The combi — short for combination — is a condensing boiler which heats water on demand for domestic use and central healing. There’s no need for a storage tank, and a combi can be a lot more economical to run than a cylinder system, especially in smaller households. They also take up a lot less space than traditional systems.

But even the most up-to-date combi boilers still have some limitations. The hot water flow isn’t always as powerful as you’ll get with a traditional system, and can be significantly affected if two hot water taps are turned on at the same time. Older combi systems in particular can also be affected if — say — someone flushes the loo and the overall water pressure drops. 

The traditional way of supplying hot water and heating radiators is by using a storage cylinder or tank. On the plus side, this system allows you to have plenty of hot water ready for instant delivery and this makes it a great choice for families. The most common systems use either gravity-fed or pressurised cylinders. Pressurised cylinders work especially well in larger homes with lots of people wanting hot water at the same time, including showers!

There are some downsides, though. Hot water cylinder systems can be less efficient if the water is left standing unused for long periods and allowed to cool and you do need ample space to accommodate both the tank and additional plumbing.

If you’re replacing your conventional hot water cylinder system with a new combi boiler, you need to check if your existing shower is compatible. This is because combi boilers produce hot water at mains pressure and need to be used with either a mains pressure-balanced or thermostatically-controlled shower. Your current shower may only be designed for use with your old closed system where the water pressure was lower.

A timer turns your heating system on and off at the same times every day, while a programmer allows a mix of heating times for different days of the week, and a room thermostat enables you to set the target temperature. 

It’s best to position room thermostats in the hall or landing, and away from direct sunlight and clear of curtains and furniture. 

You can use a programmable thermostat to  set different room temperatures for different times of the day and night. When set up correctly, a programmable room thermostat prevents the system from having to heat the house from a ‘cold start’. The control always maintains the chosen temperature within the property and this ensures the boiler is only ever ‘topping up’ the temperature in the home. As a guideline, target temperatures should be set at 21C for comfort and 15C for economy.

Still got a question?

If you’re not sure which Goldstar solution is right for you, or have any questions about what our plans cover, please get in touch.