
TERM OF BUSINESS
Local Business
5 star Rated
Fast Response
Boiler Servicing
All boiler servicing is carried out to manufacturers specification & gas safe regulations. The purpose of a boiler service is not to repair a faulty boiler or any underlying issues. During a service where a fault is found our engineer only attempt repair if the fault is deemed minor i.e. re-pressuring of the boiler or resetting all other faults will only be reported for the customer’s attention.
Gas Safety Checks
All gas safety checks are carried out to gas safe regulations. Our engineer will always issue a certificate however this does not mean an automatic pass. Where a gas appliance is deemed “dangerous” or “at risk” this will be recorded and appropriate steps will be taken in line with current gas safe regulations, i.e. capping the appliance of the gas supply. Our engineer will not attempt repairs of any appliance falling short of gas safe regulations, the purpose of this gas safety check is purely inspection for safety & recording its findings.
Boiler Repairs
We charge a call-out charge for all boiler repairs. This call out charge includes
Repair of minor faults
Repair of any minor issue completed within the first hour.
Testing & diagnosis of fault
Where a boiler repair does require parts our engineer will give you a full diagnosis and report to the office to provide you with a repair quote to fit parts and complete the repair.
Before Engineers Visit
You agree to ensure...
There is working gas & electricity at the property
There is access to the gas meter
Any pets are locked away
Children are kept a safe distance away from work area
Work area is cleared (including boiler cupboards)
Payment
Our field engineers are not equipped or authorised to take any sort of payments onsite therefore all payments are made prior to engineer visit. Payments are taken via stripe secure payment or bacs transfers, jobs are booked in to the schedule only once payment has been cleared.
Appointments
Due to the nature of the job all of our appointments are full day appointments
Monday –Friday (unless otherwise states or agreed in advance.
9am-5Pm
You / your tenants does not need to wait around, our engineer will always call 30 minutes to 1 hour before arrival so you can go on about your normal day.
Landlords & Property Managers
Please ensure you have informed your tenants of this booking to grant access to our engineer or ensure you are available to grant access
Access
In the event our engineer has not been able to gain access to the property or a reasonably clear work area to complete the works, the job will be marked as “to reschedule” in this case a £35 rescheduling charge will apply. If you do not want to reschedule you will be issued a refund minus £35. This is to cover our engineer costs & travel time.
Rescheduling
To reschedule a job please contact us prior to engineers call to visit your property. Where a job is being rescheduled when our engineer is already on route, the job will be marked as “to reschedule” in this case a £35 rescheduling charge will apply. If you do not want to reschedule you will be issued a refund minus £35. This is to cover our engineer costs & travel time.
Estate Agents & Property maintenance Companies
It is your responsibility to carry out your own due diligence when using City Gas 24 LTD prior to using our services.. You must ask for gas safe numbers or any trade body qualifications before you agree to any works being carried out, you may not with hold invoice & ask for any details when invoice is due, You agree to pay immediately when invoice is due and any information you may want to know will be sent to our admin in email form, who can then assist you. Any late payments will be subject to national commercial late payment debt interest with an admin fee of £45 per reminder, this is within U.K law https://www.gov.uk/late-commercial-payments-interest-debt-recovery/charging-interest-commercial-debt
Cancellations & Refunds
A full refund will be issued only when cancellations 48 hours before appointment date or our engineer due to unforeseen circumstances.
Abuse & Aggressive Behaviour
We have a zero tolerance policy to abuse, bad or aggressive behaviour towards our engineers or staff. Any such behaviour will be reported to the police immediately with no work being carried out and no refund
Payments & Due Invoices​
All payments where has not been paid in advance are due immediately upon completion of works.. Any outstanding payments longer than 24 hours will be subject to the national commercial late payment debt interest, with an admin fee of £45 per reminder this is in line with U.K law. Payments is due regardless regardless of disputes. https://www.gov.uk/late-commercial-payments-interest-debt-recovery/charging-interest-commercial-debt
​
​​​
​