Servicing Considerations 

The impact of coronavirus has meant that many manufacturers have allowed boiler services to be postponed this year, without invalidating the warranty. This means many installers are only just starting to catch up on annual service bookings. Andy Workman, Sales Director at Baxi, explains how to prioritise health and safety when visiting customer’s homes.

It is always recommended that homeowners have their boiler serviced every year in accordance with the manufacturer’s instructions by a Gas Safe registered engineer. During the COVID-19 pandemic, however, some homeowners have put off their annual service this year.

To support health and safety and to help engineers better manage their customer bookings during the crisis, Baxi has made the commitment that if a boiler service is delayed due to COVID-19, the warranty will not be affected. This pledge also extends to customers shielding or self-isolating because of another family member with symptoms. 

Now that lockdown has been eased, installers should encourage customers to book a service as soon as possible. This will ensure that the warranty remains valid.  It is also worth mentioning that for Baxi boilers, even though the annual service may have been delayed in 2020 due to coronavirus, the date it is due for service in 2021 won’t change.  For example, if a boiler was installed and registered in April 2019, but the 2020 service was delayed until August, the next service will still be due in April 2021, in order to keep all the warranty records straight.

As time goes on, it is expected that many customers will be looking to schedule a service and, as a result, it is important for engineers to be ready and to keep in mind the following considerations.

Before Arriving
Before you agree to do the service, it is essential that you first determine if the customer and any of the other occupants have shown any coronavirus symptoms, are self-isolating, or are classed as vulnerable. It is best to do this over the phone or via a video chat rather than in-person.

If the occupants are healthy, it’s important to explain that you will still need to maintain a safe distance from them at all times, on arrival, during the work and when leaving. They can prepare for this by staying in another room of the house and leaving all internal doors where you will be working open to minimise contact with door handles. 

Use your call with the customer to ask in advance if there are any particular issues with the boiler, such as strange noises, any changes in performance, or visual wear and tear to be aware of. This can help to save time and allow you to address specific concerns more easily.  

Finally, don’t forget to pack your PPE, hand sanitiser, and surface cleansing wipes to take with you. This will help to protect you and your customer by limiting the potential spread of coronavirus once you are on site.  

During the service, if you identify any boiler components that need replacing, it is best practice to use genuine parts. This is because genuine, unmodified manufacturer-approved components are subjected to the same strict certification testing as their corresponding boilers. In order to pass the strict British or European standards, rigorous tests are carried out that involve imitating demanding situations such as varying gas pressure and mains voltage, and meeting the standards required demonstrates they are safe for use in a boiler.

Stay Safe
Staying safe should be the ultimate concern for installers and their customers. Therefore, it is important to keep up to date with changing government guidelines, including any regional lockdown measures that could impact on whether a service can take place or not.

Baxi has a dedicated support line and website with regularly updated information designed to help installers navigate through the unique circumstances presented by COVID-19. While the future may still be uncertain, what is clear is that by working together with quality boiler manufacturers during this difficult time, installers can help customers reap the benefits of their boiler for many years to come.

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