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Boiler Servicing FAQs

How we’re supporting our customers

Updated: 11.01.2021 15.10

We’re currently experiencing a higher volume of calls to our customer service team due to the knock-on impact of Coronavirus (Covid-19) and the country now back into lockdown. So that we can better assist you, please only phone if you have a query that requires an answer urgently. If you have a non-urgent query, please contact us via live chat or email us at customerservice@homeemergencyassist.com and we’ll get back to you as soon as possible.

We are continuing to service boilers where possible, although there may still be delays. For example, some of our contractors have made us aware that they’re limiting the number of services an engineer will do in a day to minimise risk both to our customers and to our engineers as much as possible.

Please be assured that our engineers are following all COVID  health and safety regulations. For full information on how we’re keeping you safe during home visits, see the FAQ below.

ME’, ‘HA’, ‘HP’, ‘SL’, ‘TW’, ‘UB’, ‘WD’ postcodes: Please note, we are unable to continue servicing boilers in these postcode areas due to the high number of COVID-19 cases. Please accept our apologies for this further delay.

The safety of both our customers and engineers is our top priority so we’ve put safeguards in place to ensure everyone is kept safe while social distancing.

Before we book your engineer’s appointment

We’ll ask you a series of questions regarding your health before we send out an engineer and we’ll be asking our engineers the same questions to ensure everyone stays as safe as possible.

On the day

Our engineers will take extra precautions on the day of your appointment, including:

  • Handwashing before, during and after their visit
  • Wearing PPE (personal protective equipment)
  • Not asking you to sign anything (our engineers will instead ask for your verbal confirmation and sign on your behalf)
  • Social distancing: we ask that you stay in a different room (or maintain a 2 meter distance) from our engineers

We typically aim to complete our boiler servicing between April and September, however this year we are continuing to honour appointments which have been delayed during the lockdown due to the Covid-19 crisis.

You can read our article about what a boiler service involves for more information about what to expect.

If you’re experiencing a minor problem with your boiler, you may be able to fix it yourself. Follow our how-to guides for more information (please note, we can only give you basic advice to do the job yourself – make sure you have the right tools and protective equipment to avoid hurting yourself or damaging your home).