Gas Safety At Home Ltd keeping you safe call us on 01635 226393


Important Information
 

If, at the time of booking, you were un-able to provide us with the make and model of your gas boiler or gas appliances or the number and type of appliances, please call or email our Customer Service Team with this important information prior to the engineers visit.
The service engineers cannot inspect or service a faulty boiler or appliance, so please check that everything is in working order. If your boiler is not working, please request a breakdown engineer.
If your boiler/appliance/s, meter and/or pipework are commercial, please request a commercial service/breakdown engineer. Similarly, if your boiler/appliance/s are run on LPG, please request an LPG qualified engineer.
For technical reasons, Customers requiring a back boiler and/or gas fire to be serviced or included in a Gas Safety check, please have the user manual available for the engineer (can be downloaded from the manufacturers website)
Where possible, please remove any items surrounding/underneath the boiler and/or appliance/s including cupboard doors to allow the engineer good access with room for his tools.
Commercial/Pubs/Catering customers should provide as much information as possible as to the type, make, model,Kw/power source of the appliances in order to ensure the correctly qualified engineer attends site.


Terms & Conditions 

1. It is the responsibility of customers to familiarise themselves with our Terms and Conditions. Your payment and/or confirmation either written or verbal indicates you have read and agree to be bound by these Terms and Conditions.
2. All appointments must be pre paid by the date shown on your invoice (usually 1 working day prior to the Engineers visit).
3. We reserve the right to remove your appointment from the days schedule if payment has not been received prior to visit.
4. Gas Safety At Home Ltd may, at its discretion, allow a job to proceed without pre payment, by special arrangement only. In such circumstances your invoice will show the date by which payment must be received by Bank Transfer. No certificates or documentation will be released until payment in full has been received. If payment has not been received by the due date, late payment charges of £2.50 per day from the date of the job and for every day the invoice remains unpaid will come into effect.
5. Customers or their appointed Agent/Keyholder, Landlords/Tenants must ensure a responsible person over the age of 18 years is present to permit the engineer access. For the safety and well being of both the engineer and customer, the engineers reserve the right not to enter a property or to leave site should they feel their integrity may be compromised. The visit will remain chargeable and no refund will be made.
6. Should our operational needs dictate, we reserve the right to re-schedule appointments. We aim to give at least 48 hrs notice except under exceptional circumstances when it may not be possible.
7. Whilst every effort is made to order correct parts/materials, Gas Safety At Home Ltd does not accept any responsibility or liability if the engineers suppliers or part manufacturers provide incorrect items. Orders are placed, by the engineers, in good faith and although they and Gas Safety At Home Ltd appreciate that customers may have been inconvenienced, these are circumstances beyond our control and customers will not be recompensed for their time. 
8. Gas Safety At Home Ltd acts solely as a booking and payment office to facilitate customers request for engineers to attend and to take payment for that attendance. Upon such a request, we contact the nearest relevant engineer within the trusted network of engineers we work with. We will arrange a mutually convenient date and time for both customer and engineer for the work to be completed. Gas Safety At Home Ltd does not offer, enter into or provide any contract, guarantee or warranty and does not accept any responsibility or liability for any work carried out by any engineer under any circumstances whatsoever. All work is carried out and all documentation is issued in the engineers own company name, Gas Safe or industry specific registration and will be covered by their own Public Liability Insurance. Any contract, guarantee or warranty that may be offered will be done so by the engineer direct to the customer.
9. If you are not satisfied with the service provided by an engineer, please follow our Complaints Procedure as set out below.  In the unlikely event that your appliance should fail to operate correctly within 48 hours of an engineers visit, we will request the engineer returns free of charge to diagnose any such fault. Any faults reported after 48 hours of the initial visit are considered by the engineers as a breakdown and will therefore be chargeable.
10. Engineers within our trusted network operate a zero tolerance policy towards abusive or aggressive behaviour. All engineers reserve the right not to enter a property or to pull off site, whether the work is completed or not, if at any time they feel threatened or abused in any way. Under these circumstances the visit remains chargeable and no refunds will be made for any incomplete or outstanding work.

11. The minimum call out charge of £65 for Domestic gas work, will apply if: 

a) On arrival the Engineer finds the boiler/appliance/s to be faulty/not working meaning he cannot complete a service/safety inspection.  
b) The make and model of boiler or appliance/s was not made available and on arrival the Engineer finds he is unable to carry out the agreed work for technical reasons.
c) On arrival the Engineer finds the appliance/s to be other than domestic mains gas unless an LPG or Commercial qualified Engineer was requested
d) On arrival the Engineer finds the appliance/s and or meter is commercial or he cannot access the meter unless a commercial engineer was requested.
e) On arrival there is obstruction/boxing-in of the boiler/appliance/s or any other reason that makes it impossible for the Engineer to carry out the agreed work.
f) Incorrect information is provided by you/your tenant/keyholder/agent and the engineer arrives at the wrong address.
g) You, your Tenant/s, Agent or your appointed Keyholder fail to keep the confirmed appointment and/or the Engineer cannot access the property
Please note that in the unlikely event that the engineer fails to arrive for 'no good reason' (excludes circumstances beyond their control) you will be offered either an alternative appointment or a full refund.

The minimum call out charge of: 50% of the total for Commercial work will apply if: 

a) On arrival the Engineer finds the boiler/appliance/s to be faulty/not working meaning he cannot complete a service/safety inspection. 
b) The type, make, model and Kw of the boiler and/or appliance/s was not made available and on arrival the Engineer finds he is unable to carry out the agreed work for technical reasons.
c) On arrival the Engineer finds the appliance/s to be other than commercial mains gas. 
d) On arrival there is obstruction/boxing-in of the boiler/appliance/s or any other reason that makes it impossible for the Engineer to carry out the agreed work
e) You, your Tenant/s, Agent or your appointed Keyholder fail to keep the confirmed appointment and or the Engineer cannot access the property.
f) Customers or their appointed Agent/Keyholder, Landlords/Tenants fail to ensure a responsible person over 18 years of age is present to permit the engineer access.
10. Customers or their appointed Agent/keyholder who wish to cancel or re-schedule appointments should give 48hrs notice. Please note that once the time slot has been confirmed, cancelled appointments will be subject to the minimum charge. 
12. We reserve the right to make retrospective charges for appliances found in a property that must be inspected under the Gas Safe (Installation & Use) Regulations 1994 & The Electrical Equipment (Safety) Regulations 1994 but not included in the original order to this office or in the original quote. We will, of course, do all we can to contact the person responsible for paying the invoice prior to testing or inspecting for approval. If these items are not tested or inspected your certificate may be invalid.

Certificates/Reports

Will usually be emailed within 1-3 working days, if not left on site. Hard copies are available for the cost of postage. Please note that in certain circumstances some documents may take longer, particularly if it has to be lodged with an organisation, governing body or local authority, in which case it is likely to be sent direct to the customer from them or the engineer. 

Delivery Policy

We guarantee a 2hr time slot, confirmed 1 working day prior to the Engineers visit. This time slot is the time in which you can expect the Engineer to arrive in. Please be patient if the engineer gets stuck in traffic or has to divert to an emergency. You will be kept updated and the engineer will get to you as soon as possible. 

Complaints Procedure 

In the event of Customer dissatisfaction, please notify this Office in writing immediately and within 48 hours of any attendance by an engineer. We will do all we can to assist you and will follow the procedure set out below:
1. On receipt of your email, which should clearly state the nature of your query/concerns, we will raise the issue with the relevant engineer. 
2. We will inform you of his advise/response within 1-2 working days, or sooner if at all possible. 
3. Should you remain dissatisfied, please contact us in order for us to escalate your query to the next stage.
4. We will provide the engineer with your details and request they contact you direct, usually within 1-2 working days.
5. Should you experience any delay, please let us know and we will provide you with the direct contact details of the engineer concerned. Any further correspondence should be addressed direct to them.

Refund Policy

If it has been agreed, between the customer and engineer, that a refund is the appropriate course of action, either the engineer or Gas Safety At Home Ltd will issue the agreed amount within 1-3 working days. It will be necessary for you to provide your bank details in order that any refund can be made via bank transfer.  

Call 01635 226393 or book on line
Email: gassafetyathome2011@gmail.com 

Company Registration: 7661270 © 2013 Gas Safety At Home Ltd. All Rights Reserved