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Boiler Servicing FAQs

How we’re supporting our customers

Updated: 15.09.2020 15.00

We may experience a high volume of calls to our customer services team due to the knock-on impact of Coronavirus (Covid-19) and coming out of 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 restarted our boiler servicing on 1st September and are currently working through the backlog of outstanding services. The first people who will be contacted are those customers overdue from January to April 2020. Once these are done, we’ll release more dates. If you have any questions around this, please contact us via web chat for a quicker response.

Please be assured that customers who have Boiler Cover with us will still benefit from the cover, and that this will not be voided due to outstanding services from this year.

We’d like to thank you for your patience during these difficult times and we look forward to getting in touch with you soon if your boiler service is outstanding.

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).