How We’re Supporting Our Customers and Employees.
Covid-19 is affecting everyone – but we can get through it if we all support each other. Looking after
our customers and employees is our top priority. We’ll be working hard to prioritise emergencies
and put the needs of our most vulnerable customers first – no matter what.
Contacting Us During The Outbreak
Our call centre staff will need to focus on helping vulnerable customers and dealing with
emergencies. So please take a look at the FAQs below before getting in touch. But if you really need
us, call 0800 131 0275.
Frequently Asked Questions (FAQs) – Updated 20th March at 4pm
I have an engineer appointment booked – will it still go ahead?
In line with government guidance, we’re taking steps to minimise non-essential contact with two
groups of customers: (1) all customers who live within London’s M25 boundary and (2) customers
aged over 70 nationwide.
That means we’ll be cancelling all routine appointments – such as annual service visits and smart
meter installations – for customers within the M25 so that we can focus on emergencies. We’re also
cancelling all non-essential engineer appointments for customers aged over 70 across the UK to limit
their potential exposure to coronavirus.
So that everyone knows where they stand, we’ll confirm all cancellations either by text, telephone
call or letter.
If you live outside of London and are under 70 years of age, we’ll continue to carry out routine
appointments. This means that you can assume your appointment will go ahead unless we contact
you to confirm that we’re cancelling.
However, we will stop taking any new bookings nationwide for now. We’ll update this information if
government guidance or engineer availability changes.
What If I Live In London or I’m Over 70 and Have An Emergency?
Our engineers will still be available to help Londoners and customers over 70 years old across the UK
if they have an emergency. But please let us know if you think you could be at risk of Covid-19 or
have been advised to self-isolate so we can take proper safety precautions to protect both you and
our engineers. Call us on 0800 131 0275 and we’ll find a way to help.
What If I Think I Might Have Covid-19 But I have A Heating/Hot Water Emergency?
We’re working hard to help vulnerable customers and those with emergencies – whatever their
health situation – but please let us know if you think you could be at risk so we can take proper
safety precautions. Call us on 0800 131 0275 and we’ll find a way to help.
My Appointment Has Been Cancelled. When Can I Rebook?
We really can’t say for sure right now as the coronavirus situation changes daily. We’ll update the
answer to this question when we know more – so keep checking these FAQs.
I Have An Appointment Booked – Can I Cancel It?
The quickest and easiest way to cancel your appointment is online or by calling 0800 131 0275.
We’re not rebooking appointments for a later date at this time due to the uncertainty around the
spread of coronavirus – we’ll keep you up to date as things change.
How Is Great British Heating Keeping Customers Safe During Engineer Visits?
When you book an engineer appointment we’ll ask you if:
- You or anyone in your home has been diagnosed with Covid-19
- You or anyone in your home has been advised to self-isolate
- Anyone in your home is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an
engineer visit before deciding what to do next. We’ll prioritise emergencies and we may need to
postpone non-urgent visits, like annual services, to a later date.
Our engineer will also call you on the day of your appointment and ask the same set of questions, in
case anything has changed since you booked.
When an engineer does visit a customer’s home, they’ll take additional precautions – including
hand-washing – before, during and after the appointment. They’ll protect you and your family
members by keeping a safe distance at all times – and we ask you to do the same.
How Are You Making Sure Your Engineers Are Protected and Don’t Spread The Virus To Customers?
We’re offering full pay to all employees who are self-isolating or looking after children or other
family members during this difficult time. It’s the right thing to do and we don’t want engineers to
feel pressured into working if they’re unwell. We’re also contacting customers before our engineers
visit to make sure they haven’t been diagnosed with Covid-19, advised to self-isolate or have
recently returned from a high-risk area.
What Are You Doing To Help Vulnerable Customers?
We know things are particularly tough for vulnerable customers who need to self-isolate. So we’ve
put processes in place to make sure we prioritise their needs. And we’re also following official health
advice and working with industry bodies to look after all our customers during this difficult time. If
we all look out for each other, we’ll get through this together.