GAS EMERGENCY HELPLINE

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How we’re supporting and protecting customers and colleagues.

We’re here to help if you need us

We’re working hard to serve our customers and keep everyone safe during the coronavirus pandemic. We’re also keeping an eye on local lockdown restrictions and adjusting our services as needed. If your area is affected by a local lockdown, you can find out more about the services we’re able to offer you in the FAQs below.

IMPORTANT: We’re always here to help with emergencies. But if there’s anyone in your home who’s self-isolating or has Covid-19 symptoms, we can re-arrange non-urgent appointments – like service visits – until you are out of isolation and/or recovered. Please help us all stay safe and cancel or reschedule any non-urgent appointments you’ve booked if anyone in your household develops symptoms in the two weeks before your appointment.

Need help? It’s quick and easy to start a live chat. Just click the ‘Chat’ button at the bottom right of this page.

Frequently asked questions (FAQs)

How are your Services affected by local lockdowns?
At the moment, we’re able to offer a full range of repair, service and installation appointments to customers across the UK – including in areas affected by local lockdowns. But we’re constantly monitoring the latest guidance and will update this FAQ if things change. However, if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we’re due to visit you for an appointment, please cancel or reschedule it for another time.

To find out how we’re keeping customers and colleagues safe during appointments read our ‘How will engineers work safely in my home?’ FAQ below.

Can I book my Annual Service visit yet?
Yes, PH Jones will continue to schedule annual services appointment as usual and you will be notified of these by letter and/or SMS. However, we can re-arrange your appointment for a later date if you are self-isolating or showing COVID-19 symptoms.

How will engineers work safely in my home?
Keeping you and our engineers safe is our top priority. Here’s how we’ll do it.

Before your appointment

When you book we’ll ask if anyone in your home:

  • has Covid-19 symptoms
  • is shielding or vulnerable
  • or has been asked to self-isolated by NHS track & trace

Your engineer will also call ahead on the day of your appointment to see if anything has changed.

During your appointment

Our engineers follow the latest guidance and will:

  • wash or sanitise their hands before entering your home – and at regular intervals during the appointment
  • keep at least two metres away from you at all times. And they’ll ask everyone in your home to do the same for them – ideally by staying in a different room
  • wear disposable or protective gloves as appropriate during the job

If a job requires two engineers, they’ll only come together for tasks that need two pairs of hands and wear personal protective equipment (PPE) when they are not able to keep two metres apart.

Where you can, please open doors and windows to ensure the maximum possible ventilation throughout the property whilst our engineer is in your home.

Extra precautions

If anyone in your home is shielding, our engineers will take extra precautions, including wearing goggles and a respirator mask. If you’ve told us that anyone in the property has Covid-19 symptoms, they will also wear a cover-all suit.

In line with official advice, our engineers aren’t wearing face coverings or respirator masks as standard in other cases.

Do you have any tips for fixing common problems myself?
Yes! Quite a few. Check out our troubleshooting guides. We cover everything from what to do if you have no heating or hot water, to bleeding radiators.

My appointment has been cancelled. When can I rebook?
Government guidance meant we had to cancel all non-emergency appointments for customers in March, April and May due to the coronavirus outbreak. We’re working hard to catch up as fast as we can and will be in touch about your cancelled appointment as soon as possible. If you would like to talk to us about a cancelled appointment please use our webchat service at the bottom-right of your screen.

I have an appointment booked but I think I could be at risk of Covid-19?
Keeping everyone safe is our top priority. So if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit, it’s really important to cancel or reschedule your appointment using our webchat service at the bottom-right of your screen.

How are you using my data?
If you have an urgent concern about how we’ve used your personal data, please contact our Data Privacy Team.