It's easy for a page like this to turn into a generic list that could belong to any company. Here's what actually happens, based on how we work.
Before we even arrive
We ask what's happening — symptoms, when it started, any error codes, the boiler make if you know it. This isn't just form-filling; it means we sometimes arrive with a likely part already in hand rather than needing a second visit. That's exactly what happened on our Stourbridge job, where the engineer collected the part mid-visit rather than booking a return trip.
On arrival
- Confirm the symptom ourselves rather than assuming your description maps directly to a specific fault.
- Check pressure, and basic controls — genuinely quick things that occasionally turn out to be the whole answer.
- Check for anything indicating a safety issue before doing anything else — a gas smell, signs of a leak, a flame that isn't burning correctly.
- Diagnose properly using the right tools rather than guessing — this is what the £99 diagnosis fee actually covers, including the first hour of work.
Before any repair happens
We tell you what we've found, in plain terms, and quote any parts needed before fitting anything. If repair doesn't genuinely make sense — an old, discontinued part, or a pattern of recurring faults — we'll say so honestly rather than default to whichever earns more. See our repair vs. replace guide for how we think about that call.
Before we leave
We test the system properly rather than just confirming the immediate symptom's gone — as with our Erdington job, where the full system was tested after the immersion heater was replaced, not just a quick check that hot water was flowing again.