In order to ensure that your boiler continues to work properly at optimum performance. You have access to our office support team who are available to help. You can reach them on 0330113 2248, during the hours of 8 am - 5 pm (Monday - Friday). It is also recommended that you look at both our website and social media channels as we sometimes provide key information to common problems during the winter months.

Every year one of our customer support team from Bog standard will contact you to arrange for an engineer to visit your home to ensure that your boiler is working efficiently. This is essential to ensure that your boiler continues to perform at its optimum level. It is also paramount as it will continue to validate your manufacturer's warranty. Our service engineer can also be of assistance in explaining how to use your boiler correctly and your heating controls. Thereafter, future servicing will be arranged around this same period every year. We will of course work around your availability, but servicing is mainly done during the 8 am - 5 pm Monday to Friday. Please note where possible, annual service visits will be scheduled for the summer months.

Here at Bog standard, we have a crucial role, that is the safety of our customers. On the occasion that our service engineer finds that your boiler is unsafe (and, if relevant, it cannot be immediately repaired) they’ll label it with a warning notice and it must not be used again until the fault has been corrected. This is extremely important for the safety of those at the property.

As an existing boiler care customer, you will receive the additional benefit of 'remote support'. Therefore, in the event that you encounter a problem, we may try to resolve the problem remotely. This involves a representative from our experienced support team talking you through a step by step guide to resolve the fault. However, if we are unable to resolve the problem, we will schedule an onsite visit for one of our gas engineers to get your boiler working correctly again.

Where an onsite visit is approved, we will organise a gas service engineer visit. During normal working hours which are 8 am to 3.30 pm (except on public holidays) Monday to Friday on a date agreed with yourself prior to the appointment. We will require access to all relevant area’s and our service engineers must be working in a safe environment. In case of emergency, our on-call engineer may attend your property in the evening or on the weekend. Our engineers will identify themselves as 'gas safe engineers' and will have their relevant gas safe card available for inspection if required by the homeowner

Our agreement is with the landlord, and therefore all communication will be with the landlord and not the tenant. Once the annual service has been completed, then the CP12 will be issued to the address of the landlord, unless we are instructed otherwise. If additional work is required, then authorisation will be requested directly with the landlord.