The following customer charter is our delivery promise to you.
All customer calls will be answered by trained members of staff who will take ownership of the call.
Trained staff will assist with enquiries or help diagnose and resolve faults over the telephone. Should that not be possible, we will arrange an appointment for one of our engineers to visit.
All of the Ideal Heating engineers are regularly trained to the highest possible standards, which include being Gas Safe Registered.
In the event of an engineer being required, we endeavour to make all visits no later than 1 day for boiler products and 3 working days for Solar products from the call for assistance, unless requested otherwise.
On the day of the visit the appointed engineer will telephone between 8am and 9am to confirm the timing of their arrival.
Where required, following the visit of the engineer, we will telephone you to explain what actions have been taken and if anything else needs to be done.
All written correspondence whether letter or e-mail will be replied to within 5 working days.
Your opinions counts, so from time to time, we may contact you to gain feedback on the level of service you have received from Ideal.
Monday to Friday - 8am to 5pm
Saturday - 8am to 2pm
Sunday - Closed
Bank Holidays - 8am to 12 noon
Monday to Friday - 8am to 6pm
Saturday - 8am to 2pm
Sunday - 8am to 12 noon
Bank Holidays - 8am to 12 noon
The call centre experiences the highest volume of calls between 8am to 9.30am and from 12 noon until 2pm on weekdays and from 9.30 to 10.30 on Saturday and Sunday. Outside of these times callers can expect a good response.
For trade customers using fax and e-mail we expect to reply within 2 hours or by the close of the call centre whichever is earlier.