Frequently Asked Questions

How do I book an engineer visit?

If you'd like to book an engineer visit, please call the number below. If you've already booked a visit and would like to change it, please contact us asap.

Call our service team FREE to request a repair:

07761 004575

Can I still book a repair during the current Coronavirus pandemic?

Yes, you can still book a repair. Just call 07761 004575 and we’ll be happy to help.

We recognise that the service we offer our customers is essential to keeping their homes running. We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can help our customers.

How will localised lockdown effect my repair or replacement?

We are still able to offer repairs and replacements for our customers and we are taking the following precautions to ensure the safety of our customers:

  • Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

  • You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

  • If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

However, localised lockdowns may affect whether our engineers are able to install your new appliance. We always aim to do the right thing and will help customers as much as possible where it is safe to do so. If we’ve been unable to install your appliance but you have paid for installation, please call 07761 004575 to arrange a refund.

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

Please also check the Government website for the latest information about which areas are affected by local lockdowns.

What measures and PPE will be in place if I need to book a repair to ensure my safety during the pandemic?

Following the developing situation of the Coronavirus and with advice from the Government, we’ve introduced new measures to help keep our customers and engineers safe.

Our engineers are taking the following precautions to ensure the safety of our customers:

  • Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

  • You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

  • If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

I am currently self-isolating. How will this affect my repair?

If you are self-isolating because you or a member of your household are experiencing any of the following, an engineer will not be able to attend your home until it is deemed safe to do so:

  • Symptoms of the Coronavirus such as a high temperature or new persistent cough

  • Awaiting test results

  • Diagnosed with the Coronavirus

  • Been in contact with someone with the Coronavirus

  • Recently returned from abroad – for the latest travel advise please visit the Government website.

In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.

If you already have an engineer appointment arranged, please call the engineer or Repair Agent directly before their visit to rearrange your appointment for after the self-isolation period.

If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 07761 004575 and contact our customer support team who will be able to help.

For the most up to date advice for self-isolating please visit the NHS website.

I’m categorised as vulnerable under current Government guidelines. How will this affect my repair?

If you are self-isolating or shielding because you are a vulnerable customer, you can still book a repair or replacement. When you do so, please make sure you tell our customer care team that you are a vulnerable customer.

Our engineers are taking the following precautions to ensure the safety of our customers:

  • Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

  • You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

  • If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Just call 07761 004575 and contact our customer support team who will be able to help.

For the most up to date advice for vulnerable customers please visit the NHS website.

What do I do if it’s an emergency?

We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 07761 004575 and contact our customer support team who will be able to help.

Are there any hidden costs?

You do not have to pay online – All payments are made to the visiting Engineer. There are no hidden fees or surprises if it’s a longer duration / 2nd visit repair. All repairs are fully guaranteed, parts & labour.

The price you pay includes the callout and all the labour time to carry out a repair.
What areas do you cover?

We are established in Aylesham, Canterbury, Kent and cover a 25 mile radius.