The engineer team always do their best to get to you as soon as they can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.

The engineer team prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.

Emergency

No heating and/or hot water causing a medical risk to someone living in the property

OR

An uncontainable boiler leak causing property damage

What is aimed for

Engineer same day or next day, if you call or contact us before 5pm.

Priority

No heating and/or hot water

OR

A containable boiler leak not causing property damage

What is aimed for

Engineer within 2 days, if you call or contact us before 5pm.

Standard

Any other fault – e.g. dripping radiator

What is aimed for

Engineer within 5 days, if you call or contact us before 5pm.