Our office 01423 540021 is open from 8am till 5pm Monday – Friday. When our office is closed, or if you are unable to get through to us please use our call centre as it is open to take your calls 24 hours a day, 365 days a year, please phone your priority number and have your policy reference to hand (this is your MJR or CA reference number).

• The call centre will pass your details to the on-call engineer who will call you back and be able to advise you up until 8pm 7 days a week (12 noon on Bank Holidays).
• If you report a fault after 8pm (12 noon on Bank Holidays) we will contact you between 8am & 9am the following morning to arrange a visit.
• If your fault is reported before 1pm (12 noon on Bank Holidays), we will endeavour to visit you the same day.

Please note that if our engineer’s are already on repair calls, you may have to wait (up to 1 hour) until they have completed the repair that they are working on before they can call you back to offer advice or arrange a visit.

Before calling for an Engineer, please check the following user controls.

1. Power supply & user controls

• Is the power supply switched on and are the boiler and timer displays showing any readings?
• Have you replaced the batteries in any of the wireless controls you may have?
• Make a note of any fault codes or flashing light sequences on the display – This is useful information for your engineer.
• Check that all thermostats are turned high enough to call for heat and that timers are turned on.

2. System pressure
If you have a combi or system boiler, check that the pressure level is at the recommended level as in your Manufacturers’ User Guide – this is usually 1.0 bar.
Please only adjust these controls if you are confident to do so! We can show you how to do this, but charges may apply.

3. Gas Supply
Is your gas supply switched on and is there a pilot light on the boiler? Refer to your user instructions on how to re-establish the pilot light if applicable to your boiler. Newer models may not have a pilot light. Is there a re-set button to press to reestablish the operation of the boiler?

If you can smell gas or you think there has been an escape of other fumes such as carbon monoxide, call the free 24 hour National Emergency number on 0800 111 999 straight away.

If you suspect a gas leak, act straight away:

• Call the emergency number on 0800 111 999
• Never use your mobile phone in your home if you suspect a gas Leak. If you need to use a mobile phone for the emergency call, go outside or to a neighbour’s house.
• Open your doors and windows.
• Do not smoke, use matches or any other naked flames
• Do not turn any electrical switches on or off—including light switches and doorbells.
• Make sure that the gas supply has not been left on or that the pilot light on your boiler has not gone out.
• Turn off the gas supply at the meter, if you know how to.

If you think there is a carbon monoxide leak in your home:

• Get out of the property immediately and call the emergency number on 0800 111 999 straight away.
• If anyone affected feels sick or has a headache, get urgent medical attention from your GP or A&E Department – they may have been poisoned.
• Switch off appliances and do not use them until they have been checked by a Gas Safe Engineer.
• Make sure any repairs are carried out by a Gas Safe registered engineer.