What can you do to prepare your home for the winter months?
We are already thinking ahead to the colder months and making sure we are as prepared as we can be to provide the best service for our customers.
You can make sure your home is prepared for the colder weather, too. Don’t wait until the weather gets cold to check your boiler is in working order. Test your boiler by turning it on for an hour to allow it to heat up fully and to make sure your heating is working fine.
If there are any issues or to book a repair, contact us by phoning 0333 230 0464, emailing email@example.com or contacting us on Live Chat via our website.
How are we preparing for the colder months?
Working with Epping Forest District Council, we are planning to bring some of the gas servicing forward. This is to reduce the amount of servicing required during the colder months and free up our gas engineers to be available to deal with the higher number of breakdowns during this period. With this in mind, we may contact customers to carry out their servicing earlier than expected.
We’ve reviewed our call volumes from last year and listened to the feedback from our customers. As a result, we have been recruiting skilled staff within the Customer Service and Repairs teams, so we are able to manage demand during the winter months. We have also taken into account the rising number of repairs we are receiving, when compared to the year before.
In addition, we have set up a resilience team of staff who, alongside their normal day to day jobs, will be trained to answer the phones and raise job orders.
We’ve altered our call back service which now runs from 9am to 4.30pm and will be offered to customers waiting in the queue for 2 minutes or longer. This allows customers to select the option for a call back. They hold their place in the queue and we will call them back when they reach the top of the queue. If they miss the call, we will attempt to call back two more times.
Please be aware our busiest times on the phones are between 9am – 10:30am and in particular on a Monday morning or after a bank holiday or Christmas/New Year break, therefore your wait times are likely to be longer than if you call at other times in the day. Also, remember there are alternative ways to contact us as listed above.