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What you can expect |
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Total Home Solutions - Gas Packages
Upon receipt of your application:
•We will contact you to arrange a survey within 28 days
•We will confirm in writing any direct debit collection arrangements
•We will provide you with a dedicated 24 hour telephone number to
call in the event of a problem or breakdown
During the survey visit:
•The survey visit will be carried out by a skilled and fully qualified Gas Safe engineer, who is available to answer any questions you may have, we do not use Sales persons and hard selling is strictly forbidden by our Code of Conduct
•The engineer will inspect and service your central heating boiler, radiators and controls and complete a survey form on his communications unit
•The engineer will inform you of the results of the survey and any works that will be required prior to taking your property onto contract or any exclusions that will be made. The engineer will ask you to sign the survey form on his electronic communications unit
•At this point you may amend your Total Home Solutions package in any way to suit your needs, please feel free to also discuss this with the engineer
After the Survey visit:
•We will provide you with a quotation, in the unlikely event that remedial works are required prior to acceptance onto a Total Home Solutions package (if any)
•You will receive confirmation of acceptance, the survey form and/or certificates for
your records
•If you decide not to continue with the contract for any reason please refer to the
Terms and Conditions
Total Home Solutions - Electrical Packages
Upon receipt of your application:
•We will confirm in writing any direct debit collection arrangements
•We will provide you with a dedicated 24 hour telephone number to call in the event of a problem or breakdown
Total Home Solutions - All Packages
In the unfortunate event of a breakdown:
•Contact us anytime on 020 8722 3439
•Your call will be answered by our UK based contact centre
•We will arrange a mutually convenient appointment to attend
•We will keep you fully informed at every stage of any repair
When your contract is due for renewal:
•We will write to you 14 days prior to your package renewal date
•If you pay by direct debit and you wish to continue with the agreement there will be no need to do anything, the agreement will renew automatically
Frequently Asked Questions
Will I be able to apply for a Total Home Solutions contract, my boiler is very old?
There is no age limit on your boiler and it doesn’t matter if we didn’t install it. As long as the essential parts are readily available it will be taken onto contract.
What happens if I decide to move house during the contract?
We can cancel your contract and stop any further payments being taken from your account from the date you advise you’ll be moving from the property. If the new owners wish to take out a contract with us we can assist them with this. The contract cannot be transferred to any other person. We can arrange to set up a new contract for your new address. Please refer to our Terms & Conditions for details on cancellation charges, where applicable.
Do you use sub-contractors?
Our directly employed engineers will carry out all service and repair works required. In some cases we may authorise a suitably qualified specialist sub-contractor to carry out the work on our behalf, these works will be covered under the Smith and Byford guarantee.
What is covered and what is excluded?
Please refer to our Terms & Conditions brochure for detailed information on all Total Home Solutions packages.
I have a Standard contract – can I call you if I have a breakdown?
Yes. Although breakdowns are not part of your contract we will happily attend to resolve a problem. Please refer to our Terms & Conditions.
How will you ensure my safety?
All of our engineers are security (CRB) cleared and checked on a regular basis. They all wear company issued uniform and carry photo ID cards, we are also able to offer mutual password entry arrangements.
Friendly local service
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