When carrying out gas servicing and repairs to your home:

  • We will undertake an annual gas safety check to all of our properties.
  • We will confirm all servicing appointments in writing at least five working days in advance and provide you with details of who to contact if you need to change it.
  • We will issue a text reminder the day before your appointment is due.
  • We will take action against you if you fail to allow us access to complete the annual gas safety check to protect both your own family and your neighbours, in accordance with our Gas Servicing procedure, which is available upon request.
  • We will consult with you regarding changes to service delivery, policy or procedure as appropriate.
  • We will respond to breakdown calls as follows: Emergency – within 24 hours; Urgent – within three working days; Customer Led – within ten working days.
  • We will ring to arrange convenient appointments for breakdown and installation works and advise you on timescales for the work.
  • All staff will wear a uniform and carry identification cards.
  • Internal and external auditors will complete post inspection visits to check on the quality of our engineers’ work in line with best practice.
  • STAR Surveys will be issued on a quarterly basis. We will use the feedback received to help improve our service and communicate results via Bolt, our customer magazine.
  • You MUST have your own additional working carbon monoxide detector installed in the same room as the stove, which is tested regularly in line with the manufacturer’s instructions. Multi-fuel stoves can produce up to 10x more carbon monoxide than a standard gas fire.