Coronavirus update and FAQs
We’re getting back to normal
Throughout the Covid-19 outbreak, keeping everyone safe has been our top priority. It’s been a tough Winter, but we’re now able to help customers with non-essential jobs again.
Need help with something? Please feel free to call for advice or to book our services.
A big thank you to all our customers for bearing with us as we look forward to better times.
Our engineers can still help if you have an emergency. But please let us know if you think you could be at risk of Covid-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers. Call us on 07947998464 and we’ll find a way to help. Here’s a list of all emergency repair jobs we’re able to help with right now:
No heating No hot water Blocked drains / sewage overflowing No working toilet No bath or shower facilities No access to fresh water Cooker or hob breakdown Landlord Safety Check (CP12) checks/open flue servicing In line with government guidance, we’re not sending engineers out for any other reason at this time. Thanks for understanding.
If something breaks down and you find yourself in a situation that will cause damage to your health or property if it’s not dealt with, we may be able to do an emergency repair. Here’s a list of all emergency repair jobs we’re able to help with right now: No heating No hot water Blocked drains / sewage overflowing No working toilet No bath or shower facilities No access to fresh water Cooker or hob breakdown Landlord Safety Check (CP12) checks/open flue servicing In line with government guidance, we’re not sending engineers out for any other reason at this time. Thanks for understanding.
We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions. If it’s an emergency, call us on 07947998464 and we’ll find a way to help.
When you call to book an emergency engineer appointment we’ll ask you if:
You or anyone in your home has been diagnosed with Covid-19
You or anyone in your home is self-isolating
Anyone in your home is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next.
We will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.
When we do visit a customer’s home, we'll take additional precautions – including hand-washing – before, during and after the appointment. We'll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.
We’re contacting customers before our engineers visit to make sure they haven’t been diagnosed with Covid-19, advised to self-isolate or have recently returned from a high-risk area.
We are keeping on top of our hygiene, including, but not limited to, hand-washing – before, during and after the appointment. Also wiping down areas that are touched with sanitising wipes. We'll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.
We know things are particularly tough for vulnerable customers who need to self-isolate and we’re putting in place processes to prioritise their needs.
We’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.
To find out more about how the government is responding to the latest coronavirus outbreak and for the latest energy update from them: