Help & FAQs
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This is heavily dependent on the quality of installation, the way the appliance has been used over the years and the quality of maintenance and care it has received.
Noise will generally only occur when the unit heats during the night or when requested by you during the day. The unit contains a copper cylinder holding 100 – 200 litres of water, which will make some noise when heated, in the same manner a kettle makes considerable noise when heating a far lower quantity of water.
Some noise is therefore unavoidable, however, if the noise level increases noticeably or you are concerned it is excessive, please do not hesitate to contact us.
It is virtually impossible that your PulsaCoil appliance can create high bills, providing it has been correctly installed. Unless you physically press your ‘boost’ button to charge the unit during daytime hours, your unit will only heat on the off peak period and you should be able to identify this cost clearly on your electricity bill.
Most people will notice a significant difference in their electricity usage during the summer months when they do not make use of electric radiators. High electricity bills are far more likely to be linked to your domestic appliances or heating system.
While this high temperature guarantees safe water quality, we do understand that this temperature is very hot. Older people who have more sensitive skin, may have restricted movement and be unable to react quickly. They are consequently more vulnerable to scalding, especially if ‘stuck’ in a bath or shower.
The temperature of the hot water cannot be ‘turned down’ via our appliance due to the risk of bacterial build up within your pipework, but it can be reduced at the outlet itself through the installation of a thermostatic control.
We are delighted to be able to offer a range of thermostatically controlled products which will control and significantly reduce the temperature of water you use for showering, bathing, and hand washing.
These products conform to the highest British safety standards and mix the hot and cold supplies to a pre- determined safe temperature, consequently allowing a far more comfortable water temperature and significantly reducing the risk of scalding in the home.
To find out more about these products, contact Gledhill Response on 0800 3800 129.
Your PulsaCoil appliance is designed to meet with Building and Water Authority Regulations, which stipulates that hot water is routinely delivered to tap outlets at no less than 50°C
– 55°C.
These temperatures prevent the growth of micro-organisms within your pipe work and eliminate the risk of legionella and harmful bacteria within your hot water. You can therefore have absolute confidence that the hot water that you use to bathe and wash with is completely safe.
The hot water delivered through your taps is your mains cold water which has been instantaneously heated by our appliance. This means that the hot water produced is the same quality as your incoming mains supply and should therefore be of drinking quality.
You have no exposure to stored water and there is nothing our unit can do to influence the quality of your water. The PulsaCoil eliminates the risk of legionella or dangerous bacterial growth affecting your hot water supply.
When you initially turn on the hot tap, you draw the water that has been stood in the pipework between the PulsaCoil and the tap itself. It is not until this water is drawn off that you then receive the hot water that is generated by the PulsaCoil. This is unavoidable and would be experienced with ANY boiler.
You may experience a fluctuation in temperature of the water for a further 20-30 seconds. This is just the unit adjusting the output temperature to the taps as it passes the sensor on the unit.
We advise that if you are away from the property for less than 2-3 weeks, then leave all power switches on. If, however, you are going away for longer than 3 weeks, you can make a small saving by turning your OFF PEAK SUPPLY OFF, but leaving the MAIN POWER SUPPLY ON. This will stop the unit heating up on the off-peak periods, but the pump is exercised on a regular basis – reducing any potential problems on your return.
Inside your appliance a store of water is held within a copper cylinder, which will cool if the appliance is switched off. If the water held in the copper cylinder is allowed to remain cool for a prolonged period of time, the natural rate of corrosion of the copper cylinder will accelerate and the lifetime of your appliance can be significantly reduced. If all the power is turned off, the pump is not exercised on a regular basis and has an increased likelihood of seizing up.
We would not therefore recommend leaving your unit switched off for several months without the appliance being drained. Gledhill Response would be pleased to drain your unit for you at a subsidised rate should this ever be necessary.
Turning the appliance off during the daytime will not save electricity. Since the unit only charges overnight, unless you are on an Economy 10 tariff or actually request a top up of hot water (by pressing your ‘boost’ button) you will not use a significant amount of electricity during the day.
Turning off your unit overnight will not save money since the temperature of the water held in the store will fall and a similar or greater amount of electricity will be used when the unit is turned back on to restore the water temperature.
While you can safely turn the appliance off at any time, the PulsaCoil unit charges overnight to take advantage of the ‘off peak’ cheap rate electricity. Turning the unit off overnight denies the appliance this opportunity to charge itself. This means that you will have limited hot water and will potentially have to charge the unit during the day using ‘on peak’ electricity at a much greater cost.
While we acknowledge that the manual fill of the header tank can be inconvenient for some homeowners, this feature has important safety implications since it significantly reduces the potential for damage to the property and potential injury to residents in apartments below.
You can install a ball cock with automatic topping up on the system. However, in the event of a leak or ball valve failure, systems which automatically fill themselves up will continue to do so indefinitely until the problem is resolved. Such issues have been responsible for causing massive damage to property and the implications of leaks within apartment developments can be extremely serious.
By contrast, the inability of the PulsaCoil unit to top itself up means that in the event of a significant leak, the only water that can be lost is the water held in the cylinder at that time.
If you are unable to easily see the water level in the header tank, then we can install a sight glass to many types of header tanks which makes checking water levels quicker and easier. The installation of the sight glass enables you to see the required level exactly, simply by opening your airing cupboard door.
We will automatically check water levels when attending to conduct an annual healthcheck with our Platinum package.
The header tank should be filled with clean cold water approximately halfway up the tank. It is important not to overfill the tank as this can create problems.
We advise that the header tank water level is checked every three months. You can help reduce the amount of water lost during operation by ensuring the lid of the header tank is securely replaced.
Any boiler system will require maintenance and the PulsaCoil is no exception. In common with all boilers, parts for the appliance can be expensive and the electrical aspect to the appliance means that qualified engineers, competent to work on electric boilers, can be difficult to find.
Gledhill Response is pleased to provide low fixed cost breakdown cover to ensure that expert attention for your appliance is available whenever required and there are neither significant nor unexpected bills for repair. It also ensures that should a replacement unit ever be required, the work is organised for you and the cost is dramatically reduced.
As an appliance ages, more regular maintenance is required, and the likelihood of a breakdown increases. Although an annual inspection is not a necessity, a yearly healthcheck allows our engineer to assess that your PulsaCoil is functioning correctly and hopefully address any developing problems before they result in a breakdown, benefitting both ourselves and you as the homeowner.
This service was introduced due to popular demand and allows us the opportunity to provide you with additional peace of mind, and to reduce the number of unexpected breakdowns attended.
We price this additional service at a small premium over the Standard Breakdown Agreement to cover the additional costs involved.
You will be pleased to hear that there are no plans to increase our charges in the foreseeable future.
While it is correct in stating that the prices of our agreements have risen over the years, so too have the costs of running our business. Increases in government legislation and in the price of fuel, wages, insurance, raw materials and complete components have meant that some increase in our charges has been necessary if we are to remain in business.
Our opening times are:
- Monday – Friday: 8:15am – 5pm
- Saturday: 8:30am – 1pm
- Sunday: 9am – 1pm
This means that you can get technical advice or report an issue seven days a week. However, although we do have engineers who work weekends during busy periods, we do not guarantee a field service. Providing weekend cover as a standard offer would incur a significant increase in our costs and the cost of the cover we offer.
We understand that emergencies such as leaks can occur at any time of the day or night. Thankfully such issues are few and far between, but please be assured that emergency cover is available.
If you have a major issue that is potentially dangerous or is causing damage to your property out of office hours, we would recommend that you contact a local emergency plumber or electrician who are generally available 24 hours, seven days a week. They will make the appliance or equipment safe until we are able to attend and complete a full repair. Providing the issue was related to our unit or covered by our agreement, we will refund the reasonable costs of the external plumber’s attendance in full.
We offer a repair service on a one-off chargeable basis including all parts and labour at a fixed price. However, this is subject to the availability of our engineers and we cannot guarantee this service will be available when required
We will always give priority to our Breakdown Agreement customers and an annual contract remains the most inexpensive way to guarantee a prompt and efficient repair service and your own peace of mind.
Can’t find the help or answer you are looking for?
You can write, email or telephone us on our Freephone number or mobile friendly line: 0800 3800 129. All our contact details are available on the contact tab at the top of this page.
We use a network of directly employed Gledhill engineers and local subcontractors to ensure your property is attended promptly. However, please be assured that any engineer arriving at your property will have been fully trained by Gledhill and we take full responsibility for any engineer attending on our behalf.
Sorry, but we’re the wrong site for you! Our Gledhill Spare Parts team can provide help and advice on purchasing official Gledhill components. Click on Gledhill Spares link at the top of this page to go through to their website. Alternatively, call them direct on 01253 474 412 or email [email protected] for more details.
You’re welcome to download one of the manuals from our website or to contact our sister organisation (Gledhill Building Products )for help on their main number – 01253 474450.
If you are looking to be guided through a repair on old product manufactured by Gledhill Water Storage, please click on the ‘About us’ tab at the top of this page and read the section titled ‘Technical advice’
Our sister organisation (Gledhill Building Products) would be delighted to help you. Please click on their logo at the very bottom of this page to access their website containing information on contacting any of their regional depots. Their team will be able to offer expert advice and experienced help on the selection and ordering process.
If you would like to order a cylinder click here to visit Gledhill.net: https://www.gledhill.net/
Some system types (-such as unvented cylinders) require a check every year to maintain warranty cover and to ensure your safety. However, the inherent safety of appliances like the open vented PulsaCoil mean that no such annual service is required for many other systems.
We have designed our boiler and home cover packages to reflect the needs of these different products, but our office team will be more than happy to guide you if you have any further questions.
Although an annual inspection is not a necessity for all Gledhill appliances, we do offer a yearly health check option for almost all products. As an appliance ages, more regular maintenance is required and the likelihood of a breakdown increases. An annual check allows our engineer to assess that a boiler or system is functioning correctly and hopefully address any developing problem before it results in an unscheduled breakdown, reducing the risk of a ‘no hot water’ or ‘no heating’ situation and the resulting upset and frustration caused to the homeowner.
We offer a range of finance packages to help you afford to upgrade or change your appliance easily. Finance is organised through Hitachi Capital – one of the most reputable providers in the UK. A range of low cost options are available for all orders over £1000.
You can pay for our services through this website or over the telephone by credit or debit card. We also offer direct debit for annual maintenance cover packages and can arrange finance for higher value items such as replacement appliances. Payments by BAC or cheque are also welcomed.
Our Complete Care package is specifically designed to provide cover for all the electrics and plumbing in apartment properties – anything from an overflowing toilet, to a defective shower, leaking tap or failed panel heater.
Please click on the Boiler and home cover packages tab on the top of this page or call us for more details.
We offer a fixed price repair on most Gledhill appliances. Click on the one off repair header at the top of this page for more details.
We work hard to minimise costs – allowing us to offer a good level of service at extremely competitive rates.
We firmly believe that the current charge for our standard Breakdown Agreement coverage (set from only £8.21 per month) reflects excellent value for homeowners. There are no hidden exclusions or caveats to our service and no additional charges are made even when we attend issues unrelated to the PulsaCoil appliance.
You can expect to pay somewhere between £60-£120 for a gas safety check or service for a traditional system, without any parts included. For just £115.00, our Standard Breakdown Agreement offers you full cover for any labour and parts required throughout the 12 months.
Providing our advice is followed, ALL parts and labour costs associated with the repair of your Gledhill appliance are completed covered by our Breakdown Agreement. We look to provide a simple, easy to understand and straightforward service.
You can contact us by our Freephone telephone number 0800 3800 129 or if it’s out of hours or just more convenient, you can request a repair through our booking tab at the top of this page.
We offer a full range of annual maintenance agreements which provide the most cost effective and easy way of looking after your Gledhill appliance. Our directly employed team of experts will ensure you get the help you need when the unexpected happens.
We would be pleased to help you in this important decision. A full all-inclusive quote can be provided for almost all installation requirements. Take a look at our Boiler & cylinder replacement tab at the top of this page for more on our peace of mind installation service or speak to our installation team on 0800 3800 129
All manuals and user guides relating to Gledhill appliances (old and new) can be found under the ‘downloads’ tab at the top of the page. Paper copies are available on almost all the documents at no charge. Just send us an email if you would like one posting to you.
Homeowners can also call us with any query about their appliance for free on 0800 3800 129
How to complain
We are committed to providing the highest standard level of service. However, we understand that sometimes things can go wrong. If they do, we welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide a better service. We believe that if a customer wishes to make a complaint or register a concern, they should find it easy to do so. The following policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.
Logging a complaint
You can raise a complaint to ourselves in the following ways:
Call us
You can call us on 0800 1018 365, our office is open:
- Monday – Friday: 8:15am – 5pm
- Saturday: 8:30am – 1pm (including bank holidays)
- Sunday: 9am – 1pm (including bank holidays)
Writing
If you prefer to write to us with your complaint, please include all the information that led to the complaint. We will let you know when we have received your letter of complaint and advise our timeframe on the investigation.
Please address your letter to:
Gledhill Response Customer Service, Sycamore Trading Estate, Squires Gate Lane, Blackpool, Lancashire FY4 3RL
You can email us at [email protected] , this email is monitored during the following hours:
- Monday – Friday: 8:15am – 5pm
- Saturday: 8:30am – 1pm (including bank holidays)
- Sunday: 9am – 1pm (including bank holidays)
Website
You can send us a message via our website, all messages will be responded to during the following hours:
- Monday – Friday: 8:15am – 5pm
- Saturday: 8:30am – 1pm (including bank holidays)
- Sunday: 9am – 1pm (including bank holidays)
We will acknowledge your complaint.
However, you choose to contact us, we’ll aim to contact you within 3 working days of receipt of your complaint to acknowledge we have received this and advise our next steps with the complaint.
Our aim is always to resolve your complaint as quickly as possible, however it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you and this timeframe we will be advised in our acknowledgment.
Stages of complaints
Stage 1 – Frontline Resolution – Complaint resolved within 5 working days
Stage 2 – Investigation – Complaint resolved within 20 working days
Stage 3 – Head of complaints – Complaint resolved within 28 working days
Stage 1
Frontline resolution aim is to resolve the complaint at the first point of contact with the customer, either by the member of staff receiving the complaint or other identified staff. Some complaints may take some information from other departments, but our aim is to resolve the matter within 5 working days and will be contacted with our outcome.
Stage 2
These complaints are more complex or require a detailed examination before we can state our position. These complaints may already have been considered at the frontline resolution stage, or they may have been identified from the start as needing immediate investigation.
An investigation aims to establish all the facts relevant to the points made in the complaint and to give the customer a full, objective, and proportionate response that represents our final position.
A full response to the complaint will be given not later than 20 working days from the time we receive the complaint for investigation.
If there are clear and justifiable reasons for extending the timescale, management will set time limits on any extended investigation, as long as the customer agrees. We will keep the customer updated on the reason for the delay and give them a revised timescale for completion. If the customer does not agree to an extension but it is unavoidable and reasonable, then senior management must consider and confirm the extension.
The reasons for an extension might include the following:
- Essential accounts or statements, crucial to establishing the circumstances of the case, are needed from staff, customers, or others but they cannot help because of long-term sickness or leave.
- You cannot obtain further essential information within normal timescales.
- Operations are disrupted by unforeseen or unavoidable operational circumstances, for example industrial action or severe weather conditions.
- The customer has agreed to mediation as a potential route for resolution.
We will let the customer know the outcome of the investigation, in writing or by their preferred method of contact. Our response to the complaint will address all areas that we are responsible for and explain the reasons for our decision.
We will also make clear to the customer:
- their right to ask the head of complaints to consider the complaint.
- the time limit for doing so, and
- how to contact the head of complaints.
Stage 3
If you are unhappy with the response received from the investigation stage the business is trained and experienced in dealing with escalated complaints. This must be received in writing within seven days of the investigation response.
The objective of this stage is to find a mutually satisfactory resolution for your complaint. Gledhill Response will always want to try and resolve any concerns or complaints you have.
We will endeavour to address and resolve your concerns, if necessary, with review by the relevant Commercial Director. After this review the head of complaints will provide a final response from Gledhill Response about your complaint. The business will aim to respond within 28 working days.
Closing the complaint
If you remain dissatisfied with the response you have received after contacting the head of complaints Tracking Operations and you have received a final response letter you may then seek the relevant legal advice.