Record what you can see
Write down the make/model and any fault code visible on the normal display or an external label. Note when the problem happens and whether it affects heating, hot water or both. Do not remove the appliance casing to gather information.
Find the useful paperwork
Keep any service history, warranty documents and previous repair notes available. If another engineer has left a report or notice, mention it when enquiring so Jake knows there is existing information to consider.
Explain access in advance
Tell Jake about cupboards, loft locations, shared entrances or anything that affects reaching the appliance. Arrange a tenant or key holder where necessary and describe parking or building access restrictions when discussing the appointment.
Separate the requested jobs
A routine service, fault diagnosis and landlord safety check are not the same request. If you need more than one, say so before the visit so the time, scope and quotation can be discussed.
Use the correct contact route
For an ordinary enquiry, use the form or call Jake. If you smell gas or suspect a gas escape, call the National Gas Emergency Service on 0800 111 999 instead of waiting for a website response.