Gas safety
We want you to be safe and warm in your
home.
To do this, we will:
Show you how to use your heating effectively and efficiently.
Regularly maintain and upgrade your heating system at a time to
suit you by qualified, technical engineers.
Complete repairs as soon as possible at a time to suit you, in as
few visits as possible.
Meet our legal duty to check the safety of any gas appliances
provided for your use in your home. We will carry out these checks
every 10 months.
Our commitment:
When we send a gas engineer to your home:
- We will always send a Gas Safe registered engineer.
- Our engineers will carry identification cards.
- We will leave your property clean and tidy and will treat both
you and your home with respect.
- We will carry out all repairs using safe working
practices.
- We will make sure you know how to use your heating effectively
and efficiently.
When a safety check is needed:
- We will carry out a safety check on the appliances in your home
every 10 months (for homes served by gas, LPG or solid fuel).
- We will give you an appointment for the safety check. You can
change this if it is not convenient.
- If necessary, we can offer flexible appointments outside normal
working hours to make things easier for you.
- We will carry out a full service of the appliances, provided by
the Trust for your use, at the time of carrying out the safety
check.
- We will give you a copy of the certificate within 28 days of
the safety check being carried out.
- If your appliance is found to be unsafe, we will repair or
replace it as soon as possible.
- We will arrange for an independent company to check the quality
of 10% of completed gas safety checks.
- We will leave you a customer satisfaction survey so you can
tell us your views on the service and what we need to improve.
| Measure |
Target |
Method |
| All gas safety checks completed within 12
months |
100% |
Quantitative
analysis |
| Customer satisfaction with gas safety check
process |
95% |
Customer satisfaction
survey |
| Satisfactory
independent quality audits on 10% of gas safety checks |
100% |
Quality audit’s carried out by an external
company |
When you need a gas repair carried out:
- We will make it easy for you to report a gas repair, by having
various methods available, including by phone, email, internet, at
our offices and by telling staff.
- We will regularly advertise how repairs can be reported.
- When you report a repair to us, we will issue you with a unique
repair order number.
- We will arrange a convenient appointment for you with our gas
engineer to complete your repair.
- We will aim to complete your repair in full on the first visit
to your home.
- If a second visit is required, we will explain to you the
reasons for this.
- We will respond within 24 hours to emergency repairs. If we
can’t fix the problem, we will provide you with temporary
heating.
- If you contact our out-of-hours service to report an emergency
repair, you will be given an estimated time of arrival for the gas
engineer from the telephone operator.
| Measure |
Target |
Method |
|
Repairs completed within target times:
Emergency
Urgent
Routine
|
100%
98%
95%
|
Quantitative analysis
Quantitative analysis
Quantitative analysis
|
| Customer satisfaction with gas repairs |
95% |
Customer satisfaction
survey |
Meeting the TSA standards for:
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