CALL US NOW!

020 8520 3466

Vulnerable Customers Policy

Sep 14, 2020 | Uncategorized

OUR PROCESS FOR DEALING WITH POTENTIALLY VULNERABLE CUSTOMERS A person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process, or cannot communicate their decision. A person with mental health problems who is in debt is particularly vulnerable due to their (potential): ·      Lack of money management skills ·      A reliance on benefit income ·      Fluctuations in income or inability to work ·      Unmet housing, care or treatment needs ·      Poor communication skills ·      A relationship breakdown Assessing a person’s mental health is complex but needs to be recognised in early contact and addressed appropriately. If we believe a person may be vulnerable, we will ask 3 key questions: 1.     Does your mental health affect your financial situations? 2.     Does it affect your ability to deal with or communicate with us? 3.     Does anyone help you to manage your finances such as a family member? Signs we look out for when identifying vulnerability in customers: ·      Do they ask you to speak up or speak more slowly? ·      Do they understand what you are saying, or do they miss important bits? ·      Do they appear confused about what is being offered? ·      Do they ask any unrelated questions? ·      Do they keep wandering off the point in the discussion and talk about irrelevant things or things that don’t make sense? ·      Do they keep repeating themselves? ·      Do they take a long time to answer questions or say that someone else deals...

Diverter Valve Leaking

Sep 5, 2019 | Uncategorized

Learn how to diagnose a diverter valve leaking. What is a diverter valve? Your combi boiler diverter valve provides hear to the radiators or water heater the it opens and closes. The valve’s priority is always the water heater, heating water to your tap first even if you turn your heating on first. Diagnosing diverter valve problems There are several ways to tell if you are having problems with your boiler’s diverter valve: If you are not getting any hot water, it is possible that the diverter valve us jammed or not working properly. If you have to turn on the heating in to get hot water to come in through your tap, it is likely that the diverter valve is stuck open in the heating mode. If you have hot water, but no heating, check all timers and controls to see if they are working. If they are, then the problem is probably that the diverter valve is leaking. If you find that water is leaking from your diverter valve, then this is another sign that the valve is not functioning properly. What to do if your diverter valve is broken If you diagnose that the problem is with the diverter valve, call a gas safe registered engineer and schedule a repair. He can replace the valve or repair or service its working parts. If your boiler is less than eight years old, this should not take more than one hour. This is considered a routine fix and the parts should be readily available. Boilers that are more than eight years old may be harder to service because...

Boiler Won’t Light

Aug 28, 2019 | Uncategorized

If your boiler won’t light or ignite, then you definitely have a problem in your hands. Your boiler is of no use if it won’t work. Boilers are one of the most important home appliances, especially during the cold months. However, because they are machines, they are subjected to normal wear and tear. If you find that your boiler won’t light, then here are some tips for you. Why Your Boiler Won’t Light There could be a number of reasons why your boiler won’t light. Most boilers use a pilot light to ignite. This is a small blue flame that burns underneath the boiler at all times and lights the burners that provides power to the boiler when the heat is turned on. Learn more about how the pilot light works. If the pilot light goes out, you can relight it. Learn how here. However, if your pilot light keeps turning off, the problem may be with the thermocouple. Learn more about this here. More tips for boiler won’t light Check your gas supply. Try turning your gas hobs or turn on another gas appliance and see if that works. If thats not working, check to make sure the gas shut off valve is open. If its open but theres still no gas supply, contact your gas company. Try resetting your boiler. Use the manual reset switch to turn the boiler off and then on again. This will help recalibrate your boiler’s mechanism and can solve a lot of boiler problems. Check the boiler’s water pressure. If the pressure is too low, some boilers stop working altogether. You can...