24/7 Emergency Cover
Who our 24/7 emergency service covers
Our out-of-hours emergency line is here for our existing customers - those under guarantee, Premier Club members and anyone we have carried out work for recently. One call and we will get you back up and running, day or night.
Who is covered
Our emergency service is for our customers
We keep our emergency line for the people we already look after, so we can respond quickly and effectively. You are covered if you are:
Customers under guarantee
If we have recently installed or repaired your boiler, heat pump, air conditioning or electrical system and the work is still under our guarantee, you are covered.
Premier Club members
Premier Club members get priority 24/7 emergency support, same-day appointments in office hours and access to a qualified engineer any time, day or night.
Recent work customers
If we have carried out work for you in the last few months and something is not right, pick up the phone. We will put it right for you as a priority.
Not yet a customer? Call us and we will do our best to help, or point you towards a trusted local engineer. To make sure you are always covered, consider joining the Premier Club.
How it works
One call, then get on with your day
Call our team
Ring us on 01491 671718. Our in-house team answer your call as a priority - no call centres, no chasing.
Call by 3pm for same day
For an engineer visit the same day, call us before 3pm. We will match the right engineer to your job, whatever the trade.
After 8pm: video call
Outside of these hours, your emergency is handled as a video consultation with a qualified engineer. This resolves around 9 out of 10 issues there and then - without waiting for a visit.
Phone lines open: Mon-Fri 8am to 8pm, Sat-Sun 8am to 6pm. 24/7 emergency cover for existing customers.
Out of hours
After 8pm, your engineer is a video call away
When you call outside of office hours, you are not left waiting. Your emergency is triaged as a live video consultation with a qualified engineer, who can talk you through the fault, guide you to a safe workaround and confirm whether a visit is needed.
It resolves around 9 out of 10 issues there and then - so you stay warm, safe and comfortable without waiting until morning.
- Live guidance from a directly employed, qualified engineer
- No waiting for a visit when a fix can be talked through
- We arrange the earliest visit if hands-on repair is needed
Don't get caught out at the weekend. Join the Premier Club.
Weekend and overnight emergencies are exactly when Premier Club membership pays for itself. Members jump the queue for same-day appointments and get 24/7 video call access to a qualified engineer - so you are never left waiting when your home needs you most.
- Priority same-day appointments during office hours
- 24/7 video call support with a qualified engineer
- No diagnostic fees - save up to £180 per appointment
- 10% discount on all heating and plumbing repairs
From £19.99 a month
Premier Club
Priority support, annual servicing and 24/7 engineer access - with savings worth an average of £478 a year.
10% off repairs
Across heating and plumbing
24/7 video support
Qualified engineer, any hour
Questions
Emergency cover, explained
Who is the 24/7 emergency service for?
Our emergency cover is for existing customers - those whose work is still under guarantee, Premier Club members, and anyone who has had work carried out by us recently. If you are not yet a customer and need urgent help, call us and we will do our best to help or point you in the right direction.
What time do I need to call for a same-day visit?
Call us before 3pm and we can usually get an engineer to you the same day. Our phone lines are staffed Monday to Friday 8am to 8pm and Saturday to Sunday 8am to 6pm, with 24/7 emergency cover for existing customers.
What happens if I have an emergency in the evening or overnight?
After 8pm your call is handled as a video consultation with a qualified engineer. This resolves around 9 out of 10 issues there and then. If a visit is still needed, we will arrange the earliest possible appointment and prioritise Premier Club members.
Is the emergency service available at weekends?
Yes. Our 24/7 cover runs every day of the year, including weekends and bank holidays. Weekend and overnight emergencies are the moment Premier Club membership pays for itself - members get priority and video call support at any hour.
How do I join the Premier Club?
Call our team on 01491 671718 to sign up over the phone, or visit our boiler service plans page to see the two membership tiers. Premier Club starts from £19.99 a month and includes annual servicing, priority support and 24/7 video call access to an engineer.
Get in touch
Need an engineer now?
If you are an existing customer, Premier Club member or have had work done by us recently, call our 24/7 emergency line. One call and we will get you back up and running.