Breakdown Procedure

In the event of a breakdown a qualified building maintenance engineer or the original installer should contact our technical helpline immediately on 08452 411 441 to discuss the issue. Our technical team will need specific information relating to the address of the installation and the serial number of the appliance. The serial number is generally visible on the front or inside the front cover of the appliance and will begin DQ-.....

If it is not possible to rectify the issue over the telephone it may be necessary for one of our trained engineers to visit the property to investigate. We may ask for a deposit before we instruct an engineer to visit a property. We will return the deposit in full if we conclude that the fault is covered by our warranty.

A time and date will be mutually agreed between Thermal Integration, the building maintenance engineer / installer and the end user. Our engineer will attend site together with the building maintenance engineer / installer. We reserve the right to keep the deposit if the property is not accessible, or if a responsible adult is not at the property to assist with our visit.

NOTE: We DO NOT operate a 24hr call-out service. Our engineers work an 8 hour day, Monday to Friday, and DO NOT work weekends. However we will endeavour to fit in around the needs of end users, where possible.

We will take all the necessary steps to try and ensure the end user is left with both heating and hot water, however we cannot guarantee that repairs will be possible on our first visit to the property, so we will make every effort to return the following day, to finish the repair.

NOTE: It is highly recommend that the building maintenance engineer keeps a first aid kit of relevant spares so that prolonged delays can be avoided. Please contact Thermal Integration for further information.