Section Two

  • How quickly do I need to attend to a customer when a new job comes in?

    We ask you to be with the customer within two hours for an emergency (uncontrolled water leak) and within 24 hours for all other callouts. When you confirm a callout we ask that you contact the customer as soon as possible so they know when they can expect you, helping them put their mind at ease, knowing someone is on their way.

  • When will my boiler be serviced?

    Your boiler service will normally be carried out towards the annual anniversary of your policy. Our boiler services usually take place between March and October following the year your policy began. When you sign up, you will be advised what month your boiler has been scheduled for and the month prior to this, we will be in touch to arrange a suitable day and time for one of our engineers to conduct it.

  • If I turn a job down, will I be knocked down your list?

    No, we understand that not everyone will be available for every job that comes in as you are busy running your business. We are not specific about how many jobs you have to accept, we prefer to keep it flexible.

    To make sure you score isn't affected we ask that you update your availability in the portal, so we will only send you jobs when you're available.

  • Are there any callout or excess charges?

    If you have selected one of our standard plans without a £60 fixed excess charge, then you will pay no excess charges except in the following circumstances where included in your cover:

    If you have selected our Complete plan without a £60 fixed excess charge, you will be required to pay excess charges in the following circumstances:

    • External drains callouts - £50 excess
    • Taps and toilets callouts - £50 excess


    If your boiler is 7 years or older at the inception of cover you will also pay a £50 excess for boiler callouts. An excess waiver for an additional £2 per month may be purchased for boilers over seven years old for boiler callouts – please call our sales team on 0800 085 0845 for more details.

    If you choose to take out one of our policies with a fixed £60 excess, then you will be charged £60 for each callout. This charge does not apply to subsequent visits made within 30 days, to fix the fault identified at the initial callout.

    There is no callout charge for your annual boiler service.

     

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