Our prices are based on orders being made online. While we don't want to punish those who have genuine problems ordering online, we need to discourage people from phoning up unnecessarily. With a 0871 number we can be sure that people are paying for their telephone call (as 0871 numbers are not included in free call packages) so they think twice before picking up the phone.
As you can imagine, paying people who are familiar with heating systems to sit on a phone all day is very expensive - and this is a cost we have to reflect in our prices. So in order to keep prices as low as possible, we ask customers to email whenever possible. Emails can be answered at a quicker rate than telephone calls - so our staff are used more efficiently. Emails also allow us to look up anything we are unfamiliar with before we reply - so we can provide a better service to you - the customer.