Service appointments

We will contact you before your annual service is due. We will offer you either a morning or afternoon appointment, Monday to Friday.

If the date given is not convenient, please contact us to change it or you could incur a fee.

Cancelled appointments

If we make an appointment to visit and you are not in, or will not let us in, you will be charged. If this happens repeatedly we will stop the gas or oil supply to your property until we can check the appliances are safe and either:

• Serve you with a Notice of Seeking Possession which could lead to your eviction; or
• Ask the court for an injunction that instructs you to let us into your home. We will also seek to recover our legal costs from you.

If our engineer does not turn up to a prearranged appointment as agreed, we will compensate you for the convenience.

Gas heating

Our registered gas engineers will check over your gas supply pipework, from the meter to all gas appliances that we have fitted, or you have permission for, in your home.

Gas service certificate

When the service is complete, either the engineer will give you a gas service certificate or we will send you one within 28 days. This records all the gas appliances installed in your home, including your own. Keep your service certificate in a safe place.

If you want to know when your home last had a gas safety check, contact us

For more information:

Visit: Health and Safety Executive

Gas leaks and carbon monoxide detectors

For advice see: Gas leaks and emergencies

Oil heating

Our specialist engineers will check over your oil tank and boiler once a year.

However, you should look over your oil tank and pipework at least once a month, and before you order a refill, to make sure it isn’t damaged or leaking. If your oil use suddenly increases unexpectedly, check immediately for leaks.

If you want to know when your home last had an oil safety check, contact us

You should ensure the:

• Tank is not becoming overgrown with vegetation.
• Base or supports are not cracking or subsiding.
• Contents gauge is working; if this has a valve make sure it is closed.
• Pipework, valves and filters are not damaged and there are no signs of leaks, dampness or staining.
• Tank is not whitening, cracking, splitting or warping in shape.

Report any concerns to us straightaway by calling 01993 890000

Oil leaks or spills

Whatever the size of the oil leak or spill please contact us straightaway: 01993 890000

Major spills can also be reported to the Environment Agency’s 24-hour incident hotline:
0800 80 70 60

If you have an oil leak or spill you need to act quickly to prevent pollution:

• If you can, safely stop the flow of oil. If there is room and you will not get oil on your skin, put a bucket under the leak and close valves or taps.
• Use sandbags or earth to soak up the oil if it’s on a hard surface.
• Never wash any spilt oil into drains, a gully or into the ground as this can pollute rivers, streams and groundwater.

For more information:

Visit: Oil Care