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Guarantees & frequently asked questions
Our work carries a guarantee valid for 12 months from the date of the work completed. Your invoice is your reference for your guarantee.
What’s covered
Full terms and conditions are clearly stated on our quotes and on the back of our invoices.
If something isn’t right
Find your invoice
Your invoice is your reference for your guarantee. Full terms are on our quotes and on the back of our invoices.
Contact our office
Tell our friendly staff all the relevant information about the problem.
Quote your details
Give your invoice number and the date the work was carried out.
We prioritise it
Problems arising from our workmanship within the 12 month guarantee period will be dealt with as a priority.
Frequently asked questions
What will I pay when I book a call-out?
When you book a call with us, you are only committing to pay for 1 hour. You’ll receive a qualified and experienced engineer who is employed directly by us and will arrive in a fully stocked van with tools and equipment.
Our hourly rate is on the prices page.
How do I pay?
Payment is made in full at the end of each visit to our engineer. We accept credit/debit card or cash only (cheques are no longer accepted).
Speak to us to set up your credit account. All rates are subject to VAT at the current rate.
What does your guarantee cover, and for how long?
Our work carries a guarantee valid for 12 months from the date the work was completed, against faulty workmanship. Your invoice is your reference for your guarantee.
Boilers also carry the manufacturer’s warranty, which ranges from 1–5 years depending on the make.
How long does a new boiler installation take?
In many cases we can recommend and install a new boiler in as little as 48 hours, depending on the type you choose. It may occasionally take up to three days if more work is needed, for example converting from a system boiler to a combi.
Should I repair or replace my boiler?
Before you swap an old boiler for a new one, it is worth getting a second opinion from a Gas Safe registered engineer, who can check whether it can be repaired. A simple, inexpensive fix may be available.
If it can’t be repaired, they can recommend the best type of boiler for your home and budget. You may also wish to replace a G-rated boiler, as it wastes fuel and costs you more on your heating bill.
Do I need to service my boiler every year?
It is important to service your boiler regularly to keep it in good working order and guard against future problems. Many manufacturers also require an annual service as part of their warranty terms.
Our price for a gas boiler or gas fire service is on the prices page.
Do you cover my area?
We are based in Emerson Park, Hornchurch and cover London and Essex. If you are further afield, please get in touch as we may still be able to help.
Are your engineers vetted and insured?
All our operatives are fully vetted (DBS checked), carry a photo ID card with their name, are fully qualified and experienced in their trades, have their driving records checked with the DVLA and carry public liability insurance.
Do you offer emergency call-outs?
Yes. Our emergency response service is available 24 hours a day. Call the office on 01708 444 355.
Will my details be shared?
No. Under no circumstances will any customer’s details be shared, sold or in any way passed on to any third party. Any keys left with our operatives are kept secure.
Can I set up a credit account?
Still have a question?
Call our friendly office team, or send us a message.