Repairs & Engineers

Why has my boiler been deemed Beyond Economic Repair (BER)?

A boiler is deemed BER when in the opinion of the technical department it is uneconomic to repair. Following the attendance of an engineer a report is submitted setting out the requirements for a repair. At this stage an assessment is undertaken taking into account circumstances including the cost of the parts, labour charges (including VAT), value of the boiler taking into account depreciation at the rate of 10% per annum. If the cost of the repair is 60% or more than the current manufactures retail price (as obtained from the relevant data base) the boiler will be deemed uneconomic to repair and therefore BER. If your boiler is deemed BER you should have received a detailed e mail setting out the position with all the relevant costings.

Please note that in the event that your boiler is deemed BER and is under 7 years of age there is the possibility of obtaining a maximum contribution of £200 towards a replacement unit.

Why if my boiler is deemed BER a manufacturer’s repair has been suggested?

If your boiler is deemed BER we will try and assist you with a manufacturers repair. At a discounted rate we can arrange for the manufacturer to attend. The manufacturer can offer a fixed fee to repair ALL defects to your boiler which includes all parts and whatever labour is required. A manufacturer’s repair at this stage may be cheaper than the purchase of a new boiler.

Why did my engineer not turn up?

We will always endeavour to arrange for the appointed engineer to attend punctually to deal with any repair. Unfortunately, there are circumstances which are quite simply beyond our control which mean that sometimes the engineer cannot attend. These include adverse weather, illness or if the engineer has been delayed on the previous repair. We will keep you updated by text or phone call.

If the engineer fails to attend an appointment we will immediately reschedule your repair as priority.

We are acutely aware that customers have often made special arrangements including taking time of work to accommodate an engineer visit. In such circumstances we will try our utmost to keep any disruption to a minimum.

Why is there a difference in Diagnosis between engineers?

We employ only qualified and competent engineers. All engineers are required by law to be Gas Safe Registered and have the appropriate registration number. An engineer who attends a repair will usually commence any diagnosis by examining any fault code displayed. This gives an initial diagnosis of the potential problem. If necessary further examination is conducted to pinpoint the repair needed.

On occasion there can be situations where a subsequent engineer including a manufacturers engineer can outline additional repairs required or differ in their opinion as to what is required. This does not mean that the initial diagnosis was incorrect but that it was simply a different opinion.

To establish a wrongful diagnosis the initial examination must be so manifestly incorrect that no other competent engineer could have come to the same conclusion. Where we believe there may be a wrongful diagnosis we will invite a senior engineer to audit the relevant work and take appropriate action if required.

Can I source the part myself?

We cannot fit parts sourced direct from the customer. In some instances, we may agree to fit directly sourced parts but this is only with our express agreement and consent. In such circumstances as we cannot guarantee the part we may need to cancel the agreement or expressly exclude cover for the part fitted and any defect that arises as a result of the same.

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