Questions & answers
When does my cover start?
Your policy starts on the day your application is accepted. However, there is an initial 30 day period in which you cannot make a claim. This is to prevent pre-existin problems and to keep our prices to customers low.
What are your response times?
In the event of an emergency (uncontrolled gas or water leak) we aim to have someone with you within three hours. For other faults, we will do our best to have an engineer with you same day if reported before 10am or with 24hours of your call.
When will my boiler be serviced?
Our boiler services on maintenance plans get carried out between June - August, this is to make sure your boiler is in top condition ready for the winter months. And to make sure all our engineers are on hand to attend prompty to repair faults during the winter months.
When will my gas safety and legionella risk assessment be carried out?
If we are provided with the tenants phone number and expiry of current gas safety certificate and legionella risk assessment we will ensure its carried out 2-3 weeks before it expires.
Are there any call out charges?
There will be no excess on boiler repairs on boilers 9 years old or less. For boilers over 9 years old there will be a £60.00 charge per claim.
Am i tied into a contract?
The contract is for 12 months, after the initial 12 months a 30 day cancellation notice is all that is needed to be given.
What locations do you cover?
We cover South Wales only.
What type of properties do you cover?
We cover houses, flats and small businesses.
Do you provide landlord cover?
Yes please select landlord cover options which include a annual gas safety certificate, boiler service and legionella risk assessment.
Do you employ your own engineers?
Yes Thompson Services employs its own gas safe registered engineers to ensure quality tradesmen are delivered to your property.
Where are you based?
We are a South Wales based company and have a office based on Miskin Street, Cathays, Cardiff.
What appointment times will i get for call outs and servicing?
We give customers morning or afternoon apointments, but the engineers ring on route.