Baxi works

Frequently Asked Questions

We're here to help make your life easier, so we have answered some of your most commonly asked questions relating to the Baxi Potterton Works loyalty scheme. From how to join, how to register a warranty and the membership levels, to everything you need to know about how you redeem your points, we're pretty sure we have got it covered.

However, if you cannot see the answer to your question here, check out our Terms and Conditions for more details or contact us using the enquiry form on the 'Contact Works' page in the Help section of the website.

1. Can anyone join Works?

Yes. As long as your business is registered and you are the nominated representative of that business. You business must not in receipt of contract support from Baxi Heating UK Limited, directly or indirectly via a merchant.

2. Can anyone in my business claim or redeem the points we have collected?

No. Only your nominated representative can redeem points on behalf of your business. The contact must be nominated when you first register to be a member of Works.

3. Can the nominated business contact be changed at any time?

Yes. By contacting Works via the enquiry form on the 'Contact Works' page in the Help section of the website.

4. Are my details secure?

Your details will always be secure on Works. You will need your password when you log on to the Works website, other than that we will never ask for your password, credit card or debit card details via email or on the Works website.

5. I have forgotten my username?

Your username will be your email address which you originally signed up to Works with. If you have forgotten this email please contact us, using the enquiry form on the 'Contact Works' page.

6. If I need to contact anyone, is there a number I can call?

Yes, our dedicated helpline number is 1800 814 301, and we are here to help Monday-Friday: 8am-7pm.

7. I have forgotten my password?

Please use the 'Forgot your password?' link on the homepage which is in the 'Sign in to Works' log in area.

1. What are Works membership levels?

Works has three membership levels. You join as a Member and move to Associate before you can become an Approved Installer. Find out more about membership levels here.

2. What's the benefit of becoming a Associate or Approved Installer?

The higher your membership level, the more benefits you will get, and the more points you receive for the boilers you install. For example, Approved Installers’ will have their own business profile page listing on Find an Installer on the Baxi Potterton Myson website amongst other benefits.

3. How do I move to Associate or Approved Installer membership level?

We determine your membership level by the number of boilers you install over a 12 month period. To become a Associate, you have to install 12 boilers over a rolling 12 month period and to become an Approved Installer, you have to install 20 boilers over a rolling 12 month period.

4. Once I get to a higher level, will I have to register so many boilers to keep at that level?

Once you have been promoted to a higher level, we guarantee that you will stay there for at least one year. To stay there after that, you will have to continue registering the minimum number of boilers required for that level to stay there.

1. How many points do I get for each boiler registered on Works?

You can earn points for registering boilers on Works. How many points you earn depends on your membership level. Take a look at our membership points table here.

2. How do I collect points?

Our boilers contain a promotional label which you will find in the packaging or you can get the barcode off the boiler. It is 17 digits long and has a barcode above it. You have to enter the promotional label digits into the 'Register a boiler' form on Works or scan the barcode using the Baxi Toolbelt App.

3. How soon can I start collecting points?

You can start collecting your points as soon as you register. You will be able to spend points once your membership has been approved, which we aim to do within 48 hours of you registering.

4. How can I check how many points I have got?

You can view your points balance at any time by logging in to Works. Go to ‘My Account’ and click on 'Points Statement'. We will also send you a statement every month showing how many points are in your account.

5. Can I claim for boilers purchased by other people?

No. Works is only available for purchases made by you or your business. We may ask for copy invoices as proof of purchase at any time. Your account may be suspended while we carry out this random investigation. If you fail to provide copy invoices, we may close your account.

6. I do not have the promotional label; can I still claim the points?

Yes. You will need to send the boiler invoice along with its details and serial number. Please email support@baxiworks.ie. We will endeavor to contact you within two working days with the promotional barcode for you to register online.

7. Do points ever expire?

Yes. Your points will expire after 24 months on Works. Check out how you can spend your points in our reward catalogue (You will need to be logged into Works to access the catalogue).

8. If I claim points online today, when will I see my points total updated?

Any claims you make will be updated as soon as the boiler has been registered for warranty, providing you have entered the correct barcode information and the claim has been accepted.

9. How long will Works last?

Works is a long term rewards scheme and we are committed to supporting our installers into the future. However, we do reserve the right to close Works as described in terms and conditions.

1. Where can I see the full range of rewards?

Our rewards can all be found in our rewards catalogue section. You will need to be logged in to access the catalogue.

2. How can I redeem my points and claim my rewards?

You can log into your account at any time, browse the rewards catalogue and spend your points on anything that you like.

3. How can I pay for my rewards?

You can only claim your rewards using the points you have collected.

4. How do I know if my order has been received?

When we receive your order, an acknowledgement will be generated showing an order reference number. We will also send you an email confirming that we have received your order.

5. Can I spend my points on anything other than the selection in the rewards catalogue?

No. You can only spend points on the rewards published in the catalogue.

6. What rewards can I get with my Works points?

Simply visit our rewards catalogue where we have a selection of vouchers to suit everyone. Everything from fashion stores to travel vouchers.

7. How do I exchange my Works points for rewards?

Making a redemption is easy. Once you have chosen a reward from our catalogue, simply click ‘Add to basket’, you will then be taken to a ‘Rewards basket page’ where you can confirm, cancel or add more rewards to your order.

Once you are satisfied with your order click, 'Complete your order'.

8. Can I order more than one reward at a time?

Yes, you can order as many rewards as you like, as long as you have the points balance to cover your order.

1. How do I register a boiler warranty?

When you claim points using the promotional label, you will be prompted to register the warranty for the boiler installation.

Please note: For your customer’s warranty to be valid you must

  • Register the warranty within 30 days of the installation
  • Complete the Benchmark checklist
  • Ensure the boiler is serviced every year
  • Use Baxi Genuine Parts

2. How long do I have to register a warranty?

Warranty must be completed within 30 days of installation.

3. Will you tell my customer that their warranty has been registered?

Yes. If you have successfully registered the warranty, we will send a confirmation letter within 28 days to the address you specified. If you have chosen for the letter to be sent directly to the householder, by giving us their details you are giving us permission to send them the warranty confirmation.

4. Can I see the status of my warranties I have registered?

Yes. Log into your Works account and click on 'Product Registration History' in the 'My Account' section. All your registrations and the status of warranties can be found there.

5. I have made a mistake registering a warranty. Can I correct it?

Yes, you can change the Warranty by going to the 'Product Registration History' in the 'My Account' section of the website and selecting 'Amend'.

6. My customer/my business did not receive the warranty confirmation letter. Please can I have a copy?

Yes. Contact us using the enquiry form on the 'Contact Works' page within the Help section of the website with the householder’s address and we will send a duplicate to the address you specified at the time of registration.

7. If there is a fault with the boiler can the customer call up to book an engineer?

If the boiler is in warranty and has a fault, you the installer needs to contact the merchant where you purchased the boiler from.

1. Can my reward be sent outside the Republic of Ireland?

Works is a UK and Republic of Ireland based loyalty programme and we are unable to send rewards to outside of these areas.

2. How do I cancel/modify my reward order?

Contact us using the enquiry form on the 'Contact Works' page within the Help section of the website. We will do our best to amend/cancel any orders which have not been dispatched. However, if the order has already been processed we will be unable to amend/refund the redemption. This does not affect your statutory rights.

3. Returns Policy

Unfortunately, we do not accept returns on rewards redeemed. In the unlikely event that goods arrive faulty or damaged, please inform us immediately so that we can replace the item or refund your account with Works points. We will provide a free of charge postage label or courier pick up where possible. Please note that we will be unable to deal with any faults reported after 30 days and you will need to contact the manufacturer yourself.

4. I have not yet received my reward.

Most rewards take up to 10 working days (Monday-Friday). If you have not received your reward within 10 working days, please contact us using the enquiry form on the 'Contact Works' page in the Help section of the website and tell us which reward you are still waiting for and the order reference number.

5. I have ordered a reward but there has been a change to my delivery address.

Contact us using the enquiry form on the 'Contact Works' page in the Help section of the website. We will do our best to change your address. However, if the order has already been processed we will be not be able to make the change.

1. How do I close my Works account?

If you want to close your Works account, you must give notice in writing to support@baxiworks.ie or send a letter to Baxi Works Administration, Marketing Department, Baxi Heating UK Limited, Brooks House, Coventry Road, Warwick, CV34 4LL. When we receive your email or letter, the Baxi Works administrator will close your account.

2. Why has my account been de-activated?

We may close your account at any time if you are in breach of any of the terms and conditions of being a member. Should this happen, we will contact you to discuss your account.

Baxi Toolbelt App

Our new mobile app enables you to scan the boiler promotional barcode and register the warranty quickly and easily when you’re on the go.

Find out more

Join Works

It's easy to join and you can start reaping the benefits for your business straightaway and collecting points to spend in the rewards catalogue.

Find out more