The gas boiler failed at 1945 last night (temp outside -2 degC). I rang the Tenant\'s Emergency Out of Hours HelpLine and left a message, more in hope than expectation. Within 5 minutes I had a return call, from a very pleasant but professional member of staff, Hannah, who took all the details and explained what she would try to do. Within 30 minutes she\'d rung back to say that an engineer was on the way. He (James) arrived at the time advised (2100) and diagnosed and made a temporary fix to the boiler so that heating was restored by 2130. He also showed me how to restart the boiler should it fail again (faulty circuit board, hopefully to be replaced when Landlord has been contacteded).
Overall, the service was professional, empathetic and efficient. I was kept informed of progress and options, and the emergency call-out engineer arrived on time, was professional and courteous, and able to diagnose the problem and affect a temporary fix so that heating was restored immediately.
Thank you to both Hannah & James. Good job well done.