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Customers with boiler or central heating cover

Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.

No heating and/or hot water?​

Our service levels are set out below and we’ve been working hard to improve how we meet these over the past year. We now aim to offer same-day service if you have no heating and/or hot water and contact us before 11am – or the next day if you contact us after 11am. So far this year, 80% of customers who told us before 11am received same-day service.

Our service levels

We 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 we aim for

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

How we’re doing (past 12 months)

99.7% of customers get an engineer same or next day

Priority

No heating and/or hot water
OR
A containable boiler leak not causing property damage

What we aim for

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

How we’re doing (past 12 months)

96.5% of customers get an engineer within 2 days

Standard

Any other fault – e.g. dripping radiator

What we aim for

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

How we’re doing (past 12 months)

86.1% of customers get an engineer within 5 days

Our first-time fix rate

In 2025, we fixed 80.2% of jobs on the first visit. If we can’t fully repair something straight away, we always do our best to offer a temporary fix while we arrange follow-up work.