Firebird UK Reviews 454

Would like to say a huge thankyou to Brian on the technical team…a huge help this morning regarding an oil boiler I’d been trying to “revive”… Also a thanks to anybody who was involved in supplying me with various part numbers this week

Great service all round!

Luke (Acoll heating and plumbing)

I rang Firebird and spoke to Matthew on the phone about our Firebird boiler that was newly installed last August. We were having a problem with an oil smell coming from it when it was automatically switching off during cool down period. Matthew sent an engineer out immediately the next working day the following week. Top service from the company and Kenny the Engineer who sorted the issue out. Fantastic service and highly recommend this company for excellent customer service after care and their boiler make. Thank you so much.

We've had our Firebird boiler for 6 yrs & within that time We've had about 5 leaks, our heating engineer who fitted it came out to try & sort it but then seemed to wash his hands on it & didn't keep up the servicing on it so the warranty became Void, Then I came across an engineer called Brian Clayton who was an actual Firebird engineer, he came out quickly to fix it & all was good, but then a year later another leak appeared, each time we had a leak it would drip on the pump & then that would stop working too. This time Brian spoke to his manager at Firebird & between them agreed to supply a conversion kit with 2 pumps free of charge,(worth £600) all I had to pay was the labour charge which I was more than happy with.
Thankyou Firebird & Brian for your outstanding service, it's very much appreciated.

I made a plea for help on Monday about my old broken boiler , only hoping to receive some assistance, or general advice , but what I got was above and beyond any customer service I’ve ever experienced before. On Wednesday an extremely helpful, lovely , hugely experienced engineer was on my doorstep. I live in Shropshire, the engineer travelled up from Devon ! After hours of grappling with the boiler he won and we were back up and running with heating and hot water . I know the engineer -Kenny did more work on this than expected and I was so grateful , I did have to hug him .what Kenny , Gary and Matthew didn’t know is I have primary progressive MS and a working boiler is essential for me and my health. So for them to rally and do what they did regardless of knowing about any health issues is just fantastic. Wish I could give 10 stars , I would if I could . I can’t recommend any more highly, if you get this team then you’re in safe hands . Thank you so much your hero’s in this house .

We have had repeated problems with our boiler. Under warranty firebird replaced a large number of parts. Our latest breakdown occurred 3 weeks out of warranty. Firebird sent a great guy (Kenny) who has rebuilt our boiler to the latest spec without charge.
Great customer service. Thanks

I would thoroughly recommend Firebird. They not only offer a fantastic range of heating systems, but also their team of engineers are top class - nothing is too much trouble and everyone from sales, to service management to maintenance certainly go that extra mile to please their customers.

First time I’ve contacted Firebird and I would definitely do so again in a heart beat. A hiccup at the beginning with a local engineer but Matt sorted things for me by sending engineer Kenny. He was the best and my boiler was up and running again within 30 mins. Kenny travelled 3 hours to get to me, I’m just sorry I didn’t have any tea!!, just coffee. Matt was great over the phone each time I spoke to him and Kenny was friendly and got on with his job. Thank you both so much for your service and if I need you again I will have some tea waiting for you.

I have a Firebird oil boiler, into it's 4th year of warranty. I have experienced ongoing issues with it for 4 months, each time I spoke with Matthew he quickly sent out a local engineer to correct the problem. Although the local engineer got the boiler working again for a couple of months it stopped working altogether this month on a Sunday again, I messaged Matthew not expecting a response until the Monday, but on Sunday evening Matthew called me to advise that he would deal with it straight away the following morning. I thought this was great customer service especially ringing out of hours.

On the Monday Matthew rang to say his engineer would be travelling from Plymouth to me to repair my boiler on Tuesday.

Tuesday the engineer Kenny travelled from Plymouth to Kent to repair my boiler he was very experienced and friendly to deal with on all counts and got my boiler repaired and working correctly.

Matthew and Kenny have been second to none helping me. Kenny definitely knows how to detect Firebird boiler issues that some oil boiler engineers cannot

Many Thanks

I would Highly recommend Firebird they gave us excellent customer service from start to finish. The engineer was very helpful, knowledgeable, and super efficient. Their customer service department and aftercare was also very supportive.

I had installed a firebird envirogreen oil boiler in 2021, to date I have not had a winter without issues and call outs, it’s been a nightmare. Last November the expansion tank failed and needed replacement, today diverter dropped off inside boiler so no heating or hot water again!! It’s not even 5 years old and needs constant parts and is Completely unreliable. In a house with vulnerable members it’s not acceptable. I have decided to confine it to the scrap heap where it belongs and replace it hopefully with a more reliable boiler. I can’t face another winter with it.
I did speak with Matthew and had emailed him also last year. I expressed my thoughts and so did he during January 2026. He was to speak with the management team last week and revert back to me. Alas I await any satisfaction or response ,but the matter will persist until this is achieved, so I will await to hear from him , assuming this will be very shortly. If I don’t get, then your Trustpilot response is only to give an impression to others you care when in fact nothing is actually dealt with, we will see, I will keep this post updated. I hope for something positive but let’s see!

Customer service first class.Always willing to help and resolve any problems

Having worked in the industry for over 40 years, I have found their customer service and technical help one of the best. All top people.

I have always found firebird easy to deal with and install, with great customer service and support.

Excellent customer service, good warranty engineer, great warranty,great product best combi available.
Great all round company.

This company never let us down. Always had great customer service and would highly recommend them.

I had a problem with my boiler, and Firebird dealt with it quickly and efficiently. The customer service department were friendly, very helpful and professional
Thank You....

We have a Firebird boiler, into it's 4th year of warranty. When we have experienced issues with it customer services have quickly sent out their local engineer to correct the problem. Experienced and friendly to deal with on all counts. Matthew and Brian have been second to none helping us out. They definitely know how to detect Firebird boiler issues that some oil boiler engineers cannot.
Many thanks.

Our fuel pump broke over Christmas. A quick call to Firebird and they arranged a new pump to be sent immediately. Really fast and efficient customer service.

Having had our Firebird boiler for some time, we contacted their Customer Service, when things went wrong, knowing that its warranty had expired, just to receive some help. We were delighted that they have agreed to supply the parts for free. A weight of our minds, as pensioner’s. Many thanks for your help Matthew.
Merry Christmas to Matthew and the Firebird team
Colin

This is Firebird Ireland. We got a firebird condenser boiler c35 in August 2019 recommended by a local firebird heating engineer who said oh 20 yrs at least out of itand gave us the firebird boiler passport and then disappeared. So we got a local heating engineer to service every August. It got a bit stinky in 2023 and despite 3 callouts we couldn't find the problem. So then in November 2023 to January 2024 my immersion tank leaked at the top and my bathtap split. The failsafes on the boiler despite having 2 had failed leading to the water overheating. We replaced both and taps and pipes. Then in May 2025 water in the heating system started to go down. We spent thousands with the find a leak underfloor people, getting the waterline rerun to the boiler manifold as they thought there were 2 joins underground. Having radiators cleaned out by magnets. Finally the engineer said even though there is no outward sign of a leak on the sealed boiler there must be a crack inside the unit as when he pressurised the water to the boiler unit it decreased gradually and also the awful smell went too. I rang Firebird Ireland and although the problem started in 2023 we were not covered by 5 yr sealed unit cover as we didn't report it .He also said he thought the firebird installer never put the inhibitor into the heating water supply which lead to all these problems but that would not affect the failsafe surely?. So now we have to replace it at Christmas after paying €2600 in 2019. We will go back to Grants boilers which never gave us a problem before and we have been quoted €2000 including install and equipment and has a local guy who has 15 yrs servicing Grants.