EMERGENCY CALL OUT
We are available to you 24 hours a day.
Our normal working hours are Monday to Friday 09.00 to 17.00. In the event of a breakdown call our office on 01793 848800. (Please note, in order to filter work-related calls, all calls now divert to our answer service. This is monitored and all work-related calls will be returned).
Outside of these hours, please call the emergency number issued to you. Again, this will go to voice mail and an engineer will return any work-related calls. (Non-emergency calls will be reported to the office and you will be contacted during normal hours)
Please refer to the T&Cs page for the definition of an emergency.
Our engineers work a normal day and then, on a rota basis, cover the out-of-hours number. As such, we have had to tighten up on the reasons to receive an out-of-hours call.
This is not a cost-cutting exercise but protection of our employees wellbeing.
OUR STANDARDS OF SERVICE
In the event of a full breakdown you will be given priority over non-Gasclub customers. We will ensure that you receive an engineers visit within 24 hours of your call. We aim to ensure a visit on the same day if your call is received by midday, however, this is not always possible during very high workload conditions.
Please visit our self-help page first in the event of a breakdown as a large percentage of our callouts are user error.
DURING LONG SHUTDOWN PERIODS IN SUMMER, REMEMBER TO RUN YOUR HEATING FOR A FEW MINUTES REGULARLY TO PREVENT SEIZURE OF VALVES AND PUMPS.