The UK is facing an uncertain time, which is currently affecting everyone in one form or another.
As a responsible organisation, we take the health, safety and security of our customers, partners and employees very seriously.
We have been taking precautions in line with government advice, but considering the most recent announcements, it is important that we do all we can to adhere to the current restrictions, while continuing to ensure the provision of heating and hot water to our customers.
The majority of staff are now working from home and we are doing all we can to deliver a normal service. Our Helpline and Office opening hours remain unchanged and the whole team is still on hand to assist you as best they can under these very difficult circumstances.
Stock availability at our National Distribution Centre and throughout the network is good and we are receiving regular deliveries, which we can ship out to customers.
Our directly employed and affiliated engineer team are still assisting with boiler breakdowns; however, we ask that you advise us if you, or anyone in the property, are exhibiting symptoms or are self-isolating due to coronavirus.
Annual service visits are currently being postponed. This ensures a timelier opportunity to visit those consumers who require a boiler repair; and to actively prioritise those consumers with the greatest need.
Whilst it is essential that an annual service is completed in order to maintain the warranty of your boiler, we must consider what is appropriate in this unprecedented time. Therefore, the warranty for any consumer whose boiler was due to be serviced between 1st February to 30th April 2020 will remain valid provided that the annual service is completed by 30th September 2020. We will review this arrangement periodically.
We do have a number of online resources including our website and YouTube channel that offer useful information such as manuals, FAQs and how-to videos. Plus, our installers may benefit from our new and improved AlphaOne app.
The advice we’re given is evolving on a day-to-day basis and we will continue to provide further updates on our website and via our social media channels as things develop.
We would like to thank you for your understanding and continued support during this time.
Updated: 24th March 2020