Coronavirus FAQs

We’ve answered a range of questions about what we do. Read below to find out more

We are also installing new heating systems where the customer is experiencing any issues with their heating or hot water. In addition, we continue to provide landlord gas safety inspections for our clients and attend all appliances where there is a reported gas leak.

This is not a complete list and we assess each repair individually to determine whether it is classed as essential, urgent or routine (e.g. some cosmetic repairs where the main appliance functions continue to operate). If your repair is routine, we will take all the details from you and schedule it once the threat of Coronavirus has passed.

Will you still visit me at home?

Yes, we will still attend your home to undertake repairs or installations to essential appliances. Our engineers will contact you prior to the scheduled visit to confirm your household isn’t currently suffering from any symptoms of COVID-19, note engineers will only enter the property once you have confirmed there are no cases of coronavirus.

All customers will be asked to occupy a different room to the engineer whilst they are undertaking the repair, and to maintain the government guidelines for social distancing at all times.

Any customer who fails to abide by the social distancing rules will be refused a repair.

If we can help you without visiting your home we will, our contact centre colleagues will assist where possible .

Can I still contact you about my repair regardless of the problem or type of appliance?

Yes, customers are encouraged to give us a call regardless of the problem with their appliance, our contact centre agents will assist over the phone where possible.

Any repairs which are deemed as nonessential but still require an engineer visit will be booked for a future date and attended once the lookdown period has ended.

I have a service booked (gas, electrical, fire safety) but I don’t want your Technician in my home in case they have Coronavirus. What should I do?

We have a duty to perform service checks on all our properties, this is to keep you safe. You must allow us access to your home to complete this service, but we can put some measures in place to help reassure you.

Our Technicians are regularly washing their hands and using hand sanitiser. They will clean all surfaces they touch before leaving your property. You can allow access to your property, but you do not need to be in the same room as the Technician as they complete their checks therefore you can minimise contact with them.

If you are concerned about any aspect of this, please contact us and we can discuss individual measures we can put in place to reassure you.

I have received a letter from my Doctor telling me I am in an at-risk category and should self-isolate for 12 weeks. What should I do?

You should follow the advice of your Doctor and self-isolate. If you need an emergency repair, we have specially trained Technicians who can work in your home in a safe and clean way. You should not be in the same room as the Technician whilst they undertake the work so you can maintain your distance from them.

The Technician will clean any surfaces they touch before leaving your property. We will do everything we can to minimise the contact we make with you and to protect you whilst in self-isolation.

I am trying to get through to your Contact Centre, but the lines are busy. Can I contact you another way?

Firstly, thank you for your patience. We are experiencing very high call volumes in our Contact Centre and we are busy trying to help as many customers as quickly as we can.

If you have a question or query that is not an emergency, you can contact us via:

Fill out our Contact Us form

I have suspected or confirmed Coronavirus. Will you still repair my home?

Currently we are not entering the home of any customer who has a confirmed case of Coronavirus.

It is essential you tell us in advance if you, or someone in your property has a confirmed case of Coronavirus.