No heat with a coastal wind driving the wind chill down, water around the basement boiler, or a unit that keeps locking out. Call any time. The emergency telephone line is available 24/7 and true emergencies — freeze risk, gas incidents, flooding — go first.
General inquiries: 7 AM–7 PM · Emergency calls: 24/7 · (888) 766-1474
Have these answers ready — they decide the dispatch priority.
The triage call runs a fixed sequence: fuel type (gas, oil, steam — each routes differently), what failed (heat, hot water, or both), error code if the display shows one, how fast it is getting cold inside, and your ZIP. "Con Ed gas, no heat, house at 58 and falling, 10314" gets you correctly prioritized in under a minute.
Two island specifics to mention upfront: basement flooding history — a boiler that sat in saltwater has different failure modes, and flood-damaged controls can fail intermittently rather than cleanly — and whether you rent, since the property owner usually needs to authorize work. Detached homes also cool faster than attached ones, so the indoor-temperature trend matters more here: a house at 62 and holding is a different priority than one at 55 and falling. The triage will tell you all of this upfront rather than after a truck rolls.
January nights run in the 20s, colder with the wind off the water. Use these lines.
Three things that help in an island winter.
Note the details before calling: the error code on the display, whether it is heat, hot water, or both that failed, and your fuel type — gas, oil, or steam. That trio routes the triage instantly.
Protect the pipes: detached houses have plumbing in exterior walls on every side, so open cabinet doors under sinks and let taps drip slightly when the heat is out. Do not keep resetting a locked-out boiler or open the casing — both make things worse. If the basement is flooding around the boiler, stay out of the water; electricity and floodwater are a combination you do not negotiate with.
Do this before you call — it takes five minutes.
Call with these answers — fuel type, gauge reading, error code, indoor temperature trend — and the triage can prioritize you correctly in under a minute.
Straight answers before you call.
Your ZIP, fuel type, what the unit is doing, and how fast the house is cooling. Freeze-risk calls go first on the island because wind chill punishes a cold house faster than the thermometer suggests. If the unit is a high-efficiency gas model, mention the outdoor condensate drain; it is a prime suspect on windy cold nights.
Do not power it up if water reached the burner or controls. South Shore basements in Sandy-era flood zones flood first, and saltwater exposure is its own damage category. Note the waterline height and how long it sat; the triage treats storm water differently from a plumbing leak.
Con Edison first: they are the island's gas utility, and gas odor is always their call before anyone else's. Call from outside the house, and do not flip switches or use phones near the smell. After their all-clear, the repair line at (888) 766-1474 handles the boiler side.
It is a run-out, and it gets oil-specific triage from the first question. Stop hitting the reset button: dry running pulls sludge and air into the line. Tell the triage the gauge reading and your delivery situation; island driveways make delivery access easy, which helps the timeline.
Yes, the emergency line is answered 24/7, and true no-heat calls in freezing weather go to the front. Describe the lockout behavior: whether it fires at all, any error code, and the fuel type. The more specific the symptoms, the faster the right help is routed.
Related services on Staten Island.
Call (888) 766-1474 now — 24/7 emergency triage, freeze-risk calls prioritized.
