Frequently Asked Questions
At Help-Link we often find that many of our customers are so satisfied with the work we do for them they are happy to share their experience with others. We get asked a lot of questions about our central heating systems and we have included some here for you to read so that you can be sure that Help-Link can complete any job to the most satisfactory of standards.
- What sort of shower should I run off a combi boiler?
- Can I fit a boiler in a bathroom?
- Common winter boiler enquiries
- What is plumbing?
- How will changing to a high efficiency condensing boiler benefit me?
- What is a 'condensing' boiler?
- The hot water produced by my combi boiler is cloudy or chalky. Why is that?
- Should my system be cleansed when fitting a new boiler?
- What size boiler do i need?
- Is it easy to fit a high efficiency boiler?
- Will I receive anything in writing when I have a new boiler installed?
- What is a high efficiency condensing boiler?
- Should I fit a water softener to my boiler?
1. What sort of shower should I run off a combi boiler?
When a traditional boiler and cylinder is replaced with a combi boiler, any existing shower should be examined for suitability. This might have been a pump assisted power shower, for example, designed for low-pressure systems. Combi boilers by contrast produce hot water at mains pressure, which means they are compatible to either a mains pressure balanced or thermostatically controlled shower.
Please seek specialist advice from your installer on the correct shower selection.
2. Can I fit a boiler in a bathroom?
Any new boiler installation must comply with current IEE regulations and can be installed within zones in the bathroom dependant on the individual boiler IPX rating.
3. Common winter boiler enquiries
Greenstar gas-fired boiler series and '26 CDi' boilers
During the recent period of cold weather, we have experienced an increased number of enquiries from customers whose boiler condensate discharge pipe has frozen and prevented the boiler from operating.
The following information will assist you in identifying whether you have such an issue with your boiler and what should be done about it:
Flashing EA Code / Blue Slow Flashing Light
If you are currently without central heating and hot water and your new boiler is displaying an EA Code on its digital display, or it has a slow flashing blue light, then it is likely that that the boiler is not actually faulty, but simply that it has a frozen condensate trap/ discharge pipe.
What is a Condensate Trap / Discharge Pipe?
The Greenstar range of gas and oil boilers dispose of their condensate by means of a siphonic trap, which discharges a given quantity of condensate fluid at a time to the properties drainage system / pipe work.
The siphonic trap is important because if the condense fluid were allowed to drip continuously to the drain at the rate it was being produced, then there would be an increased risk of any externally run condense discharge pipe freezing.
What is Condensate?
Condensate is moisture gathered from the flue and allowed to run back through the boiler to a collection point.
Why might the condense trap/discharge pipe freeze?
Despite the siphonic trap flushing method, when the outside temperature is below freezing for a prolonged period of time, externally run discharge pipes, or discharge pipes run through a cold area of your property, (E.g. garage or loft) can freeze, particularly if they are not insulated, (lagged) or sized appropriately.
What will happen if my condense trap/discharge pipe has frozen?
The result of this would be the inability of the condensate to drain away, which would lead to the "backing up&quo of the condense, which in turn will cause the boiler to fail and go to lockout.
If this happens for a gas boiler, then the boiler will likely be showing an EA fault code, or alternatively it will show a flashing blue light and the boiler may be emitting a gurgling sound.
How can I identify if my condense trap/discharge pipe has frozen?
Step 1: Is your boiler a Greenstar Gas boiler, or a 26 CDI.
Step 2: The outside temperature is or has been below freezing
Step 3: An EA fault is showing, or the boiler has a slow flashing blue light
Step 4: You should now reset your boiler. This can be done by holding in the reset button, (this can be found on the boiler control panel) for 10 seconds. Once you have released the button you should wait 2 - 3 minutes to see if the boiler refires.
Step 5: If the boiler does not refire and it is emitting a gurgling sound, then it is almost certain that your condense is frozen. If you cannot hear a gurgling noise you should proceed to check your condense pipe.
Step 6: The condensate pipe will be a plastic pipe, (black/white/grey) coming from the bottom of your boiler. If this pipe is less than 32mm in diameter then it should be fully lagged, (insulated) with water proof lagging, if it runs outside of the property or through a non-heated area. If it is not fully lagged and the criteria above apply then it is likely that it is frozen and needs to be thawed.
How can I thaw my condensate pipe?
You should contact your installer in order to thaw the condensate and also in order to find a permanent solution to the freezing condensate problem.
If you are unable to contact you new boiler installer then please do the following:
- You should exercise extreme caution at all times when attempting to identify and thaw a condensate pipe.
- You should only attempt to thaw a condense pipe that it is at ground level and which is easily accessible to you. Under no circumstances should you attempt to thaw a condense pipe which is at height, without the assistance of a professionally Gas Safe (formerly Corgi) trained engineer.
- A hot water bottle or wheat wrap would be a suitable and safe way of thawing the condense pipe.
- Once thawed the boiler must be reset. This can be done by holding the reset button in for 10 seconds and then waiting 2 - 3 minutes for the boiler to refire.
- If you are uncertain of what to do or require particular assistance then you could invite a neighbour/friend or family member to assist you. The person assisting them can, if required, contact the Technical Support Team (0800 980 7579) for assistance.
- Once thawed you should still contact you installer in order to implement a permanent solution to the condense freezing.
What should I do if I have a different problem, or if following this advice has not worked?
Please contact our Customer Service team on 0800 980 7579.
4. What is plumbing?
There are times when a white plume or discharge can be seen coming from the flue terminal on condensing boilers. This is due to the flue gases being cooler than in non-condensing boilers. Where as non-condensing boilers flue gases are hotter they cool down further away from the terminal and dissipate differently.
The flue gases of condensing boilers exhaust at around 55°C and cool quicker in the atmosphere and in certain outside temperatures cause a plume similar in effect to breath on a cold morning.
5. How will changing to a high efficiency condensing boiler benefit me?
When you change your old boiler for a condensing boiler, you will:
- Save money on your heating bills
- Play your part in helping tackle climate change
6. What is a 'condensing' boiler?
In line with the Government's commitment to reduce the UK's energy consumption and emissions of harmful, climate-changing greenhouse gases, such as carbon dioxide, a new Building Legislation has been put into place which means condensing boilers are the only models permitted for all new domestic central heating installations and boiler replacements, where gas and oil is used.
A condensing boiler is a high efficiency modern boiler that incorporates either a larger heat exchanger or even a second heat exchanger. It produces lower flue gas temperatures, lower flue gas emissions, and reduced fuel consumption. By recovering and using heat that would otherwise be lost up the flue all of Worcester's condensing boilers are over 90% efficient, which means they use over 90% of the produced fuel to heat the home. Whereas a standard efficiency boiler, those over 10 years old, are usually only around 60 - 70% efficient meaning that every pound you put in up to 30 pence is wasted - making condensing boilers extremely economical. You could even repay the initial installation costs in fuel savings.
According to the Energy Saving Trust, if everyone in the UK with gas central heating installed a high efficiency condensing boiler, we would save enough energy to heat 3.3 million homes for a whole year and save around 12.5 million tonnes of CO2 emissions.
7. The hot water produced by my combi boiler is cloudy or chalky. Why is that?
The water from combi boilers is heated directly from the mains - so the only time the water is released to the atmosphere is when it comes out of the tap. This means that during heating the calcium bi-carbonate, present in the water, changes to calcium carbonate. This causes the creation of Carbon Dioxide which close up is seen as millions of bubbles, this is not sediment it's merely cosmetic. If you run some hot water into a glass and let it cool it will slowly clear.
This phenomenon is more apparent in hard water areas and from models with perhaps slower and / or lower flow rates.
8. Should my system be cleansed when fitting a new boiler?
We thoroughly recommend the good practice of cleansing a system as an important part of the installation process.
The recommendations within BS7593 should be followed, whilst also paying attention to notes within an appliances Installation & Servicing instructions and those instructions as directed by the flushing agent manufacturer.
Where possible, it is best practice to cleanse an existing system prior to installation of the new appliance. After installation the system should be cleansed of debris and refilled with inhibitor.
Your chosen installer should be fully conversant with all current standards/regulations relating to this part of the installation.
9. What size boiler do i need?
Accurate sizing of a replacement boiler means the new boiler will run at higher efficiency, with lower running costs and reduced carbon emissions.
It is essential for your installer to carry out a full heat loss calculator for your individual property when specifying a new appliance.
10. Is it easy to fit a high efficiency boiler?
In most cases, it is very easy to fit a high efficiency boiler. The only difference is that the installer also needs to fit a condensation pipe.
However, there may be a few homes where it would too be difficult or expensive to do this. Your installer will be able to assess your home and if this is the case, will be able to advise you on what type of boiler can be fitted instead.
11. Will I receive anything in writing when I have a new boiler installed?
From 1st April 2005, your local authority must be told when you have a new or replacement boiler fitted. Your installer should do this for you, and you should receive one of the following certificates:
'Exceptional circumstances' form
If your installer tells you it is too difficult or expensive to install a high efficiency condensing boiler in your home, they should give you a copy of the 'exceptional circumstances' form for you to keep.
Completion certificates
If your boiler is installed by a GAS SAFE registered or OFTEC-registered installer, you will get a 'building regulations compliance' certificate from GAS SAFE or OFTEC after the work has been completed. GAS SAFE or OFTEC will also tell the local authority that you have had a new or replacement boiler fitted.
You should keep these certificates as you may need them when you sell your home.
12. What is a high-efficiency condensing boiler?
Boilers, just like fridges, washing machines, etc, are rated on their energy usage.
Condensing boilers are high-efficiency boilers that produce less carbon dioxide. They reduce the amount of heat that escapes via the flue, compared with normal boilers. Condensing boilers also convert 86% or more of the fuel they use into heat and many carry the 'Energy Efficiency Recommended' logo.
There is a very wide range of condensing gas boilers available and many consumers have already chosen to have a condensing boiler because of the benefits that they bring.
13. Should I fit a water softener to my boiler?
Water softeners are now commonly used, especially in hard water areas around the UK.
With a condensing boiler, if you intend to use a softener unit you must remember that due to the change in ph level (i.e. the water being more acidic), it would be unwise to fill your central heating system with such water. This will implicate the longevity of your central heating system and pipe work.
Therefore it is wise, when adding water using the filling loop to your boiler, that this is taken prior to the softener unit.
