In order to address current concerns about the standard of work carried out by some gas installers, the Heating and Hot Water Industry Council (HHIC) has published a leaflet aimed at consumers, laying out what they should expect when they are having their gas boiler serviced by a Gas Safe registered engineer.

Stewart Clements, director of the HHIC said:

“Industry has produced this consumer-facing guidance, to support the professional accredited heating engineer. We believe that by outlining what homeowners can expect from their service, it will assist with the message that ‘the cheapest quote isn’t always the best.

It also provides installers with something to show customers, conveying their professionalism and commitment to gas safety.”

The leaflet includes a series of steps focusing on industry best-practice for boiler servicing.

Designed to help communication between the industry and its users, the guide gives comprehensive advice on all stages of the engineer’s visit and will help consumers understand what’s involved in a boiler service and how it should be delivered, and includes a series of steps focusing on industry best-practice for boiler servicing.

The leaflet is split into sections. The first part is a 10-point HHIC Customer Service Charter to which engineers can commit.

HHIC’s 10-point Customer Service Charter

1. We will keep Customers safe and always leave the appliance we have worked on in a safe condition
2. We will attend your home on time
3. We will show our Gas Safe Register ID card when we arrive and clearly introduce ourselves. We will be competent, suitably qualified and accredited to carry out the work we undertake
4. We will have the correct equipment needed to undertake the service
5. We will work in accordance with all relevant legal requirements
6. We will service your boiler with due regard to the boiler manufacturers’ instructions, and the HHIC Benchmark standard
7. We will normally be with you for no less than 30 minutes
8. We will always be polite and courteous; we’ll treat your home with care 
and respect
9. We will give you a route to provide feedback
10. We will inform you of any safety defect, or any further work required, and will provide you with a record of the work completed if you request this

After this, there’s a section setting out how the engineer should handle the start of the visit, a 14 step check list, setting out the points to be covered during the service and finally, advice on a series of checks that should be undertaken before the engineer leaves.

Communication is at the heart of the leaflet with directions for both consumer and engineer. Consumers are asked to provide the manufacturers’ instructions if they are available and engineers are expected to quiz the consumer on the boiler’s recent performance.

The leaflet is very comprehensive and should be a useful document for engineers and consumers alike. It’s a bold move, the first of its kind and seems to have been received positively so far.

Drew Styles, Plumber of the Year 2017 said;

“The HHIC consumer guide to gas boiler servicing is designed to raise awareness with consumers and support installers in maintaining high standards. It's great to see that the heating industry is continuing to take steps to improve awareness of the level of service that consumers can expect on their boilers. I will certainly be sharing the guide with my customers.”

To download the guide, click here.

For more information on our range of gas ACS courses, click here.