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How to Write a Good Enquiry

A clear enquiry helps us reply quickly, because we can see the job at a glance. First, give your name, your phone number and your postcode. Next, choose the service that fits and describe the problem in a few lines.

Useful details include where the fault is and when it started. For example, tell us if a boiler shows an error code or if water is still escaping. In addition, say when you are free to talk, because that makes planning easier.

We use this form instead of a phone line, so everything stays in writing. As a result, you can say exactly what you need without waiting on hold. Meanwhile, you keep a record of what you asked.

Planned jobs need a little more thought. For example, a bathroom or a new boiler involves choices about layout, size and timing. Therefore, tell us what you would like, and ask for a written quote that lists each part of the work.

Landlords should say how many properties they manage. Since access can be tricky with tenants, mention who holds the keys. As a result, we can understand the job before we reply to you.

If you smell gas, do not use the form first, because gas is dangerous. Leave the property and call the National Gas Emergency Service. Once you are safe, you can send us an enquiry about the repair.