FAQ’s

All of our engineers are directly employed by us, and we do not use self-employed contractors for any repairs.

.

Yes, we do repair appliances in our in-house workshop, but only those that are brought to us. Unfortunately, we do not offer on-site repairs for these items. Please feel free to bring your appliance to our workshop, and our skilled technicians will take care of the rest.

Yes, we specialize in repairing gas appliances. We have three fully qualified engineers who are experienced in servicing cookers, hobs, gas dryers, as well as both natural gas and LPG systems.

Apologies, but unfortunately, this is not a service we offer. We suggest reaching out to the manufacturer of your appliance, as they will likely be able to provide guidance on authorized repair services or recommend a professional who can assist you with the repair.

Our expertise is focused solely on kitchen appliances, and we specialize in repairing items like ovens, dishwashers, fridges, and more. For TV or phone repairs, we recommend reaching out to a specialized service provider in those areas.

 Unfortunately, we do not offer repairs for top loader washing machines. Since top loaders are less common than front-loading models, our engineers do not always have the specific expertise or experience required to ensure a reliable repair for all cases. As a result, we are unable to accept repair requests for top loader appliances. We recommend contacting the manufacturer of your appliance directly for information on their authorized service network, as they will be better equipped to assist you with repairs for this type of machine.

In most cases, we can schedule a visit to assess the fault with your appliance and generate a detailed report. However, some specific issues may present challenges that make it difficult for us to create an accurate report. In such instances, we may not be able to assist.

If we are able to provide a report, please note that a labor charge will apply for the report itself. Additionally, if any further repairs are needed, they will be considered a separate job and subject to new pricing.

Reports can only be requested in advance, when booking the visit, and must be arranged during the initial contact with us. We cannot provide a report once the engineer is already on-site.

Please be aware that although you are commissioning the report, it will be entirely impartial. This means that our engineer may include findings you may not agree with, but we must remain neutral in our assessment.

If your repair is to be covered under warranty, please contact the manufacturer directly, and they will initiate a new warranty claim. Any calls made outside of this process will not result in a visit under warranty. Once the manufacturer passes the necessary information to us, one of our engineers will review the details and identify the most likely parts needed for the repair.

Rest assured, as soon as we receive the job details from the manufacturer, we will reach out to you. However, please allow up to 4 hours for us to receive and process the information. We kindly ask that you wait this period before contacting us, as our office will be unable to assist you until the job details have been received. Thank you for your patience and understanding.

To determine if your appliance is still under warranty, please reach out to the manufacturer directly. Provide them with the model and serial number of your appliance, and they will be able to confirm if it’s covered under warranty. If it is, they can also assist in arranging a warranty service call for the necessary repairs.

Manufacturer warranties typically cover defects in materials or workmanship. This means that if our engineer inspects your appliance and does not find a manufacturing defect, the visit is usually considered chargeable. Issues that are not covered under warranty include, but are not limited to, incorrect installation, physical damage, lack of maintenance, or instances where no fault is found.

To provide a clearer example, if you have a washing machine under warranty and our engineer finds that the pump has failed due to a manufacturing defect, the repair would be fully covered under warranty, at no cost to you. However, if the engineer discovers that the pump failure is due to a foreign object, like a coin or debris, getting stuck in the pump, this would not be considered a manufacturing fault. In such cases, you would be responsible for the cost of the repair, including both parts and labour.

Depending on the time of day and your location, we may be able to accommodate an emergency appointment. Please contact our office directly for more information, and we’ll do our best to assist you based on availability and service area.

When you book an appointment, you’ll be given a time slot window for your convenience. The appointment will be scheduled for a day of your choice, with a service window between 7 am and 6 pm. However, to give you a more precise idea of when the engineer will arrive, our technician will contact you the evening before the scheduled appointment to confirm a more specific time window within that range. This allows you to plan your day better—whether that means taking a few hours off work or going about your routine without needing to stay at home all day waiting for the engineer to arrive. We aim to make the process as efficient and convenient as possible for you.

 Unfortunately, we are unable to provide exact appointment times. Our scheduling system assigns a time slot window, but several factors can cause fluctuations in the engineer’s arrival time. These include reschedules, new jobs being added, delays caused by helping other engineers, or unexpected circumstances like traffic or a job taking more or less time than anticipated. As a result, the engineer’s route can change multiple times throughout the day, making it difficult to provide a fixed arrival time.

While many companies claim to offer precise appointment times, they, too, are subject to the same challenges. By promising exact times, they are often unable to meet these expectations, leading to frustration and inconvenience. We believe it’s better to be upfront with you about the limitations of scheduling. Instead of offering an exact time that could change, we provide a time window and ensure that if the engineer is going to be late or early, they will notify you as soon as possible. This way, you can plan accordingly without the uncertainty of waiting all day for an appointment. We value transparency and aim to provide you with realistic expectations from the start.

Yes, our engineer can contact you up to 30 minutes before their arrival. This allows you to prepare and ensure you are available when they arrive. While we aim to give you the most accurate information possible, please note that this 30-minute window is the maximum advance notice we can provide. Due to the nature of our service routes and potential changes throughout the day, our engineers may not always be able to give a longer notice period. However, rest assured that our goal is to keep you informed so you’re not left waiting unnecessarily. If any delays or changes occur, the engineer will notify you as soon as possible within that 30-minute timeframe.

Some manufacturers have the ability to schedule jobs directly in our system, while for others, the date may be adjusted once the job is processed on our end. Once we receive the details in our system, we will contact you directly to confirm and finalize the appointment. At that time, you will be able to choose a date that works for you from the available options we provide.

While the manufacturer may request your preferred appointment date, please keep in mind that this is for their internal scheduling purposes to help meet their targets and does not guarantee a confirmed booking with us.

We understand that you’d like a more precise time for the appointment, but due to the nature of our work, it’s difficult to determine exactly when each repair will be completed. Each job can vary in terms of the time needed to diagnose and fix the issue, and occasionally, unforeseen circumstances like heavy traffic or unexpected delays can cause adjustments to the engineer’s route.

Because of these variables, we are unable to narrow down the appointment time on the day itself. However, please rest assured that the engineer will arrive within the originally scheduled time slot. We greatly appreciate your understanding and patience, and we will do our best to keep you informed if any significant delays arise. Thank you for working with us!

Yes, all of our engineers carry visible identification lanyards to ensure they can be easily recognized for security and peace of mind. If you’re scheduling an appointment for an elderly, vulnerable, or disabled relative, we recommend providing a mobile phone number whenever possible. This will allow us to send a text message when the engineer is on their way. The message will include their estimated arrival time and, importantly, the name of the engineer who will be visiting. This gives your relative the opportunity to verify the engineer’s identity upon arrival by asking to see their ID and comparing it with the name provided in the message. We want to ensure that your loved one feels safe and confident in our service, especially if they are more vulnerable or have additional needs.

If your appliance wasn’t working when you initially reported the issue, but it has started functioning again on the day of the scheduled visit, it may be a good idea to consider postponing the appointment until the fault reoccurs. When our engineer arrives and the appliance is working, there’s a strong likelihood that we won’t be able to identify the issue, as the fault may not be present at that moment. This often happens with appliances like fridge freezers—if it’s cooling properly during the visit, we can’t determine why it stopped working earlier.

In these cases, conducting checks on a functioning appliance usually leads to the engineer not being able to find anything wrong, which means there would be no repair required. If the issue is intermittent or only occurs at certain times, it can make it harder for us to diagnose and fix the fault during the visit.

However, if you’re uncertain about whether to cancel or reschedule, we recommend calling our office as soon as possible. Our team can offer guidance based on your specific situation and help you decide the best course of action. We want to make sure the visit is as effective as possible, and in some cases, waiting for the fault to reappear might be the most practical option.

To cancel your appointment, please contact us as soon as possible by calling 01432 340140. When calling, make sure to provide details such as your appointment reference number and the address associated with the booking. This helps us quickly locate your information and process your cancellation without delay. Once we’ve received your request, we’ll take care of the cancellation right away and confirm it with you. We appreciate you notifying us in advance so we can offer the appointment slot to other customers who may need it.

You are welcome to reschedule your appointment at any time before the scheduled visit date. To do so, simply contact us, and we will assist you in arranging a new time that works best for you. However, if you need to reschedule on the day of the appointment after a time slot has already been provided, please note that this may be treated as a missed visit, and additional charges could apply. This is because the engineer’s schedule is planned around the confirmed appointment times, and last-minute changes can cause disruptions.

To avoid any potential issues or extra charges, we strongly encourage you to inform us as soon as possible if you need to change the date or time. The earlier we know, the easier it is for us to accommodate your request and make adjustments. We understand that plans can change, and we will do our best to find a suitable alternative for you.

Our engineers always carry a wide range of parts in their vans to cover many common repairs. However, they must first inspect the appliance to accurately identify the issue and determine which parts are needed. This inspection helps ensure we only replace parts that are genuinely necessary for the repair. If the engineer finds that they don’t have the required part in stock, there will be no additional charge for a return visit to fit the necessary parts. This policy ensures that you are not charged unnecessarily for multiple visits.

It’s important to note that for chargeable visits, even if you suspect a specific part is faulty, the engineer will typically need to conduct an inspection first. This process helps prevent situations where parts are ordered, but upon inspection, it’s discovered that they were not needed or another underlying issue is causing the problem. In some cases, if we order parts based on a customer’s request without a full inspection, we may end up with parts that don’t solve the issue, which can result in extra costs for both parties.

If you are certain about which part you believe is faulty and would like it to be brought by the engineer, please contact us directly before booking the appointment. In such cases, we would require payment upfront for the part, and it would be non-refundable if it turns out not to be the correct part or doesn’t resolve the problem.

We understand that you may have specific concerns about a part being faulty, but we strongly recommend allowing the engineer to conduct the initial inspection. This ensures we only order the exact parts required for your repair, preventing unnecessary costs and ensuring that the repair is done correctly the first time. Our goal is to provide a reliable, cost-effective service, so we aim to only bring the parts needed to resolve your appliance’s issue.