Appointments are available Monday – Friday and there are 2 different appointment slots: AM slots are between 8AM and 1PM and PM slots are between 1PM and 6PM. This means that the engineer can turn up anytime between the allocated timeslot.
If the engineer has not turned up by the end of the appointment slot then you should call our Support Team on 0800 432 0200 (from a landline) or 0345 140 0200 (from a mobile) to let us know. If you contact us prior to the end of the appointment slot then we won’t be able to raise this with our suppliers as it will still be within the time frame for the engineer to attend.
Once you’ve informed us that the engineer has not arrived, this will be passed to our dedicated Supplier Team who will chase our suppliers for further information. The Supplier Team aim to get back in touch with you within 24-48 working hours from the point of you contacting us. They’ll give you a call with the update, however, if they can’t get through to you then they’ll leave a Voicemail (if available). We appreciate that this can be a very frustrating situation, however, please allow the Supplier Team the full 48 working hours to get back in touch with you. If you call us again before the Supplier Team have gotten back in touch then there's a chance that there isn't an update available.
It’s always worth waiting for as long as you can even after the timeslot has passed just in case the engineer is running late. Some jobs can take several hours for the engineers to complete so they may have gotten stuck on a job prior to yours. We cannot guarantee that an engineer will be able to phone you prior to attending or to inform you of any delays, however, we appreciate that you may not be able to wait any longer than the assigned time frame.
Our Supplier Team's focus will be to get another appointment booked in for you at your earliest convenience depending on engineer availability.
