Smell gas? Call 0800 111 999 first
Suspected gas leak or carbon monoxide
Call the National Gas Emergency Service free on 0800 111 999. Make that call before you ring Baxi, and before you ring us.
Then do this while you wait:
- Open the doors and windows.
- Turn the gas off at the meter, unless the meter is in a cellar or a basement.
- Do not use electric switches, the doorbell or naked flames, and do not smoke.
- Get everyone out into fresh air if anyone feels unwell.
- Once the emergency service has made the property safe, book a Gas Safe registered engineer to check and repair the appliance.
Carbon monoxide has no smell, so the symptoms are the warning: headache, dizziness, feeling sick, breathlessness, or several people in the house feeling ill at the same time. The NHS page on carbon monoxide poisoning lists them in full, and HSE gas safety advice covers what homeowners and landlords have to do.
Baxi publishes the same UK emergency line, plus 0800 002 001 for Ireland and 0808 1624 444 for the Isle of Man.
If there is no smell of gas and the boiler has simply stopped working, carry on below.
Baxi contact numbers at a glance
Every number below is published by Baxi on baxi.co.uk and was checked in August 2026. Smart Plan is not Baxi and does not answer these lines. Baxi Heating UK Limited is registered at Brooks House, Coventry Road, Warwick, CV34 4LL.
| Baxi customer service | 0330 678 0917 Monday to Friday 8am to 8pm Saturday and Sunday 8.30am to 2pm |
| Book a boiler repair | 0330 173 0285 |
| Repair line shown on Baxi's booking page | 0330 678 0630 Monday to Friday 8am to 6pm Saturday 8.30am to 2pm |
| Not sure whether you are in warranty | 0330 162 9540 |
| Complaints, Baxi Customer Relations | 0330 678 0165 |
| Gas emergency (National Gas, not Baxi) | 0800 111 999 |
Have the boiler's model name and its serial number in front of you before you dial. Every Baxi route asks for both, and the repair section below shows where to find them.
Baxi customer service number for general enquiries
The Baxi customer service number is 0330 678 0917. Baxi publishes the call centre hours as Monday to Friday, 8am to 8pm, and Saturday and Sunday, 8.30am to 2pm.
That line is the right one for questions rather than bookings:
- Product and specification questions before you buy
- Warranty questions, including what your warranty covers
- Chasing an existing repair booking
- User guides and literature requests
- Feedback and general information requests
If you would rather not phone, Baxi's contact us page takes written enquiries, and its FAQs answer the common ones. Written enquiries are slower than the phone, so if the house is cold, ring.
How to book a Baxi boiler repair
Which route you take comes down to one thing: whether the boiler is still in warranty. If you are not sure, Baxi answers that question on 0330 162 9540.
If your Baxi boiler is still in warranty
Book it with Baxi. A fault Baxi accepts as a warranty repair is not charged to you, and an unapproved engineer working on the appliance can put the warranty at risk. Book online, or call 0330 173 0285.
Baxi's own booking page also shows 0330 678 0630, open Monday to Friday 8am to 6pm and Saturday 8.30am to 2pm. You will need the serial number to finish the booking.
Where is my Baxi boiler's serial number?
It is in one of two places:
- On the drop-down panel on the front of the boiler
- On a slide-out tag underneath the boiler
If you cannot find it, call Baxi customer service on 0330 678 0917 with the model name and they will talk you to it.
If your Baxi boiler is out of warranty
You are paying for this repair, so it is worth knowing the published prices before you commit. Baxi lists two of its own routes on its repairs page, both checked in August 2026:
- A one-off repair from £453.00, which includes the engineer call-out, parts, labour and VAT. If Baxi cannot fix the boiler, it charges a £90 inspection fee and refunds the rest. Parts are guaranteed for 12 months and labour for 90 days.
- Repair & Care from £76.19 a month, a six-month fixed-term plan provided by Domestic & General, which covers the initial repair and then ongoing maintenance.
Any Gas Safe registered engineer can also work on an out-of-warranty Baxi boiler. That is where Smart Plan comes in: we are not Baxi, and we work with a national network of thousands of Gas Safe registered engineers who repair Baxi boilers.
If you already hold a Baxi maintenance and support plan
Those plans are run by Domestic & General, so the booking goes through their account portal rather than Baxi's phone line.
Book through Domestic & General
Before you call: what is actually wrong
Most people looking up a Baxi number are not really looking for Baxi. They are looking for a working boiler. Five minutes of checking before you dial usually shortens the call, and sometimes ends it.
Read the display first
Baxi boilers put an error code on the display when they lock out. The code tells the engineer what to bring, so quote it when you book. Common ones are E110, an overheat lockout, E119, low water pressure, and E133, a failed ignition or gas supply fault. Our Baxi fault code list covers the rest.
Check the pressure gauge
If the needle sits below about 1 bar, the boiler may be locking out on low pressure rather than failing. Repressurising is a documented homeowner job on most Baxi models, and our guide to Baxi boiler pressure walks through it. If the pressure drops again within days there is a leak, and that is an engineer's job.
Rule out the simple things
- Check the thermostat is calling for heat and its batteries are not flat.
- Check the timer, especially after the clocks change.
- Check your other gas appliances still work, and that the meter is not out of credit.
- Reset the boiler once, following your manual. If it locks out again, stop and book an engineer.
Never open the case, touch the gas valve or work on the flue. Those are gas jobs, and only a Gas Safe registered engineer may do them.
Then decide: repair or replace
An out-of-warranty repair bill on an older boiler is the moment worth thinking twice about. Our guide to Baxi cover and repair costs sets out the numbers, and booking a boiler repair explains what happens on the day.
Want it fixed rather than explained.
Smart Plan is a service plan, not insurance, from UK Boiler Company Ltd. With a boiler and central heating cover plan, we aim to get an engineer out to you within two working days. Cover-plan call-outs are booked Monday to Friday, 08:00 to 18:00. A £95 call-out fee applies in the situations set out in the plan terms, including call-outs in your first 30 days.
How to register or check your Baxi warranty
Baxi offers warranties of up to 10 years on its boilers, and the registration deadline is strict: Baxi states that registration must be within 30 days of installation to validate and activate the warranty. Miss it and you can lose the extended term.
Register, or check how long is left, through the My Baxi portal, which also stores your warranty documents.
Register or check a Baxi warranty
Prefer the phone? Warranty questions go to Baxi customer service on 0330 678 0917. For what a warranty does and does not pay for, and what happens when it runs out, read our fuller Baxi warranty guide.
Need a new Baxi boiler installed?
Baxi does not install boilers itself. It puts you in touch with local installers instead: enter your postcode and you get a free, no-obligation quote from a Gas Safe registered installer.
Get the new boiler's warranty registered within 30 days of the installation date, and keep the installer's paperwork. It is the evidence that makes a future warranty repair straightforward.
Technical support for Baxi installers and engineers
Baxi's technical support line is for installers and Gas Safe registered engineers working on an appliance, not for homeowners. Calls are answered by experienced gas engineers, who keep boilers on the bench in front of them with the casings off.
Baxi publishes the opening times as Monday to Friday 8am to 6pm and Saturday 8.30am to 2pm, closed on Sundays and bank holidays. It does not publish the technical number on its public website, and we are not going to guess one: members of Baxi Works, the installer loyalty scheme, get a dedicated priority number, and the Baxi Toolbelt app carries the current contacts and the full error code list.
If you are a homeowner who landed here wanting a technical answer, the engineer attending your boiler is the faster route. Give them the model name and the code on the display, which is exactly what the Baxi technicians ask for.
How to make a complaint to Baxi
Complaints go to Baxi Customer Relations, which is a separate team from customer service.
| Phone | 0330 678 0165 |
| Online | Baxi customer relations form |
| Post | Customer Relations, Baxi Customer Support, Brooks House, Coventry Road, Warwick, CV34 4LL |
Baxi asks you to include your full address and postcode, the type, make and model of the appliance, your installer or servicer details, and any relevant images. A case manager then investigates. Sending all of that first time is the difference between one exchange and four.
Baxi boiler manuals, error codes and troubleshooting
Misplacing the manual is normal. Baxi keeps every user guide, installation manual and servicing document in its literature library, covering current and long-discontinued models.
The same library explains what the error codes mean, how to adjust the pressure on your model, and how to work through heating and hot water faults. If you would rather have the code explained in plain English, start with our Baxi fault code guide.
And if you have read the manual, tried the reset and the boiler is still down, you can book a boiler repair with Smart Plan and a Gas Safe registered engineer will come out to you.
