Check the booked service and address, clear safe access, have relevant records available and tell us about known restrictions. Leave gas and electrical equipment assembled.
Confirm what the appointment is for.
Check that a fault is booked as diagnosis / repair rather than routine servicing. Mention additional gas appliances or a cylinder before the visit. The arrival window is the expected arrival period, not a promise that every job finishes within that window.
Make safe access possible.
Clear stored belongings away from the boiler and relevant controls without moving or dismantling the appliance. Tell us in advance about a loft installation, locked cupboards, parking restrictions or access via someone else’s property. Do not improvise unsafe access to help.
Keep observations and records together.
Have previous service information and the appliance manual available if you have them. For an intermittent problem, note when it happens and take a short recording from a safe position. It is fine to say you do not know what a sound or message means.
Plan around children and pets.
Make arrangements that allow the work area to stay clear during the visit. Tell us about anything that affects access or communication when you book. No need to share unnecessary medical or personal information through the public enquiry form.
Know how extra work is handled.
The initial diagnosis / repair visit includes up to 90 minutes onsite. Parts, materials, additional time or a return visit may require a separate quote. The findings and the proposed next step should be explained before you decide.