Who Do You Call If Your Boiler Isn't Working? Step-by-Step Guide for New Zealand Homeowners

If your boiler suddenly stops working in the middle of a Wellington winter, you don’t have time to waste. The house is cold, the kids are shivering, and the hot water’s gone. You need help fast - but who do you actually call? Not every handyman can fix a boiler. Not every plumber understands gas systems. And not every service company shows up when you need them most.

First, check the basics before calling anyone

Before you dial a technician, spend five minutes ruling out simple fixes. Most boiler failures aren’t catastrophic. They’re just stuck. Check the power first. Is the boiler plugged in? Did a circuit breaker trip? Many modern boilers have digital displays - if it’s blank, the power’s off.

Next, look at the pressure gauge. Most boilers run best between 1.0 and 1.5 bar. If the needle’s below 0.5, you’ve lost pressure. That’s common after bleeding radiators or during seasonal changes. Most boilers have a filling loop - usually a small silver hose under the unit. Turn it slowly until the pressure climbs back up. Don’t overfill. Stop at 1.3 bar.

Check the thermostat. Is it set to heat? Is it on battery? A dead battery can make it seem like the boiler’s broken when it’s just not getting the signal. Try turning the heat up to 25°C and wait ten minutes. If nothing happens, then it’s time to call in a pro.

Call a registered gas fitter - not just any plumber

In New Zealand, boilers run on natural gas or LPG. That means only a registered gas fitter can legally work on them. Plumber? They can fix your taps. Electrician? They can rewire your lights. But only a gas fitter with a current license from the Gas Industry Company (GIC) can touch your boiler’s gas lines, valves, or burner.

You can verify a technician’s license online at gasindustry.co.nz. Search by name or company. If they can’t show you a valid license number, walk away. Working with unlicensed people is dangerous - and your insurance won’t cover damage from illegal work.

Look for someone who specializes in boilers, not just general gas work. A gas fitter who fixes BBQs and stoves might not know how to diagnose a condensing boiler’s heat exchanger crack or a pump fault. Ask: "Do you service combi boilers?" If they hesitate, find someone else.

Emergency? Look for 24/7 boiler repair services

Boilers don’t break on business hours. They break at 10 p.m. on a rainy Tuesday. That’s when you need a 24/7 emergency service. Not every company offers this. Some only work Monday to Friday, 9 to 5 - useless when your house is freezing.

Search for "24-hour boiler repair Wellington" or "emergency boiler service New Zealand". Check reviews on Google and Facebook. Look for real photos of technicians on site, not stock images. Read comments that mention response time. One homeowner in Lower Hutt said: "Called at 11 p.m. They were here by midnight. Fixed it in 40 minutes. No upsell. Just did the job."

Ask about call-out fees. Some charge $150 just to show up, even if they fix it in five minutes. Others include the call-out in the repair cost. Get it in writing. Avoid companies that don’t list prices upfront.

What happens when the technician arrives?

A good technician won’t just start swapping parts. They’ll diagnose. They’ll ask questions: When did it stop working? Any strange noises? Any error codes on the display? Did you notice water leaking?

They’ll check the flue for blockages. A blocked flue shuts down boilers for safety. They’ll test the ignition system. They’ll check the pump for airlocks. They’ll scan for error codes - most modern boilers store them. Common codes in New Zealand boilers: E1 (ignition failure), E2 (overheat), E4 (low pressure), E9 (flue fault).

They’ll explain what’s wrong in plain English. If they say, "It’s the heat exchanger," ask: "Is it cracked? Can it be cleaned? Or does it need replacing?" A cracked heat exchanger is serious. It can leak carbon monoxide. If they say, "We’ll need a new boiler," get a second opinion. Many times, a simple pump replacement or thermostat recalibration fixes it.

Common boiler problems in New Zealand homes

Here’s what actually breaks most often in our climate:

• Pump failure - The circulation pump seizes after years of use. Easy fix. Costs $200-$400.
• Thermostat or control board glitch - Electronics fail in damp basements. Often just needs resetting or replacing.
• Low pressure - Happens every autumn. Easy to fix yourself, but many people panic and call for help.
• Blocked condensate pipe - In winter, this plastic pipe outside freezes. The boiler shuts down. Thaw it with warm water. Simple.
• Gas valve fault - Rare, but dangerous. Only a licensed gas fitter should touch this.

Boilers over 10 years old are more likely to fail. If yours is from 2010 or earlier, consider replacement. New condensing boilers are 30% more efficient. You’ll save on gas bills - and avoid emergency calls.

How to avoid future breakdowns

Boiler maintenance isn’t optional. It’s insurance. In New Zealand, most manufacturers require an annual service to keep your warranty valid. Even if yours is out of warranty, get it checked once a year - preferably in late summer.

A good service includes: cleaning the heat exchanger, checking gas pressure, testing safety valves, inspecting flue integrity, and lubricating the pump. It takes an hour. Costs $150-$250. That’s cheaper than a $2,000 emergency repair.

Keep the area around your boiler clear. No boxes, no laundry, no storage. Good airflow prevents overheating. And if you have pets, make sure they can’t chew the wires.

What to do if your boiler is beyond repair

If the technician says it’s time for a new boiler, don’t rush. Get three quotes. Ask about:

• Energy efficiency rating (A-rated is best)
• Warranty length (10 years is standard now)
• Installation includes flue and controls?
• Are you eligible for any government rebates? (Some local councils offer small grants for efficient heating upgrades)

Brands like Worcester Bosch, Vaillant, and Ideal are common in New Zealand. They’re reliable, have local service networks, and parts are easy to get.

Don’t fall for the "instant boiler" sales pitch. If someone shows up with a truck full of boilers and says, "I can install this today," walk away. Reputable companies order parts, schedule properly, and don’t pressure you.

What not to do

• Don’t ignore strange smells. If you smell gas, turn off the main valve, open windows, leave the house, and call the gas company immediately. Don’t turn on lights or use your phone inside.
• Don’t try to bypass safety locks. Some people tape over error codes or disconnect sensors. That’s how fires start.
• Don’t use unlicensed "fix-it" guys from Facebook Marketplace. No license. No insurance. No accountability.
• Don’t wait until summer to service it. Winter is coming. Get it done before the cold hits.

Boilers are built to last 15 years. But only if they’re treated right. A little care saves you hundreds - and keeps you warm.

If your boiler fails again within six months after a repair, contact the technician. Reputable companies stand by their work. Most offer a 6-12 month guarantee on parts and labor. Keep your receipt. It’s your protection.