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Boiler Servicing FAQs

How we’re supporting our customers

Updated: 04.11.2020 15.15

We are 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 going 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.

In accordance with the new government guidelines issued over the weekend, we’re unfortunately unable to service your boiler for the duration of the lockdown period. This is to keep you and our engineers as safe as possible.

We’ll continue to book services in, but only for appointments after 2 December 2020. We will be contacting any customers who are scheduled during this lockdown period and reschedule where possible.

Please be assured, we’re doing everything we can to complete any outstanding boiler services as quickly as possible and we thank you for your patience during these difficult times.

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).