How we’re supporting our customers and employees
Covid-19 is affecting everyone, as we are deemed as key workers, Mayne Gas Heating will continue to operate, but on a reduced service to help protect our customers and employees. We’re working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.
If you need to contact us
Please only call us if you are facing an essential or emergency situation inside or outside your home.
We are able to continue to provide both routine and non-routine services, from boiler installs, services and repairs to leaks and refurbishments. We are a COVID-19 secure business and will be doing everything in our power to protect you and our staff.
Please take a look at the FAQs first and call us if you need us!
Frequently asked questions (FAQs)
1. I have an appointment booked – will it still go ahead?
In line with government guidance, we’re taking steps to minimise non-essential contact, however following strict COVID-19 regulations, we can still carry out all routine appointments and emergency callouts.
We will continue to deal with essential and emergencies on a priority basis, looking after the needs of our most vulnerable customers first.
2. What if I have an emergency?
Our engineers can still help you if you have an emergency. But please let us know if you think you could be at risk of Covid-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers. Call us and we’ll find a way to help.
3. What if I think I might have Covid-19 but I have a drains/plumbing/heating/hot water emergency?
We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions.
4. I have an appointment booked – can I cancel it?
If you or anyone else in your household is displaying COVID-19 symptoms or has come into contact with someone who has you MUST contact us to cancel your appointment. We will be able to rearrange this for you when you are fit and healthy to do so.
6. I have an appointment booked – can I move it to a later date?
If you're shielding or wish to move your appointment for any other COVID-19 related issue this will not be a problem at all. It is our priority to protect both our customers and staff.
7. How is Mayne Gas Heating LTD keeping customers safe during engineer visits?
When you book an engineer appointment, we’ll ask if anyone at the address the engineer will be working at:
Has been diagnosed with Covid-19
Has been advised to self-isolate
Is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next.
Our engineer will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.
When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.
8. What are you doing to help vulnerable customers?
We know things are particularly tough for vulnerable customers who need to self-isolate and we’re putting in place processes to prioritise their needs.
We’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.
