Domestic & General

Baxi Visit Reminder

Do you need to cancel or reschedule?

We understand your circumstances may change soon after you requested the visit.

In the event a visit is no longer required or convenient, we would appreciate as much advance notice as possible, should you need to cancel or reschedule. Please notify us by using the D&G link below.

Still need us to visit?

See our important tick list providing pre-visit information below.

Domestic & General

Need to cancel or reschedule a service or repair booking?

If you are happy with your booking here are some helpful points to prepare for the day of your confirmed visit.

Where possible, our engineer will contact you on the morning of your visit to provide an estimated arrival time. This will show as a ‘number withheld’ but should you miss the call our engineer will leave you a voice message. Engineers can call you up to 10:00 am, so please be patient, as they start their morning calls.

If we have your mobile number, you will receive text messages to advise our engineer is on route to you, and another message once they have arrived.

Your health and safety, and that of our engineer, is really important to us. Here are a few important things you need to know before we arrive at the property.

Engineer visit tick list

Do we have access to safe and secure parking?

Our engineer will be in a van and may have heavy tools and parts to carry. They will require safe and legal parking within 100 yards of your property.

If our engineer cannot park within a safe distance this may require us to reschedule the appointment.

If you live in a permit parking area, please ensure our engineer has a space and a permit ready. You may be charged an additional fee if this criteria is not in place, to allow them to legally park.

Is your appliance in a safe space to work?

Please ensure that the area around your appliance is clear, for our engineer to carry out work.

If upon inspection, the area is deemed not safe or inaccessible, for both you, or our engineer, we will have to stop the visit. In this case we will provide an action advice form, recommending safety requirements.

On the rare occasion, our engineer may recommend to switch off the boiler completely. Once the safety requirements have been implemented, we will arrange to return to repair the appliance.

Do you have pets at home?

We love animals at Baxi but if you have any pets, we ask politely that you please keep them securely away from where our engineer is working.

We ask the homeowner/ caretaker to take responsibility for supervising any animal at all times, or provide another responsible adult person to assist with this throughout the full duration of the visit.

You will need to be there during the visit?

Please could you also ensure that a responsible adult over 18, is in attendance at the property for the full duration of our visit.

If we have your mobile contact details, our engineer will try to provide you with a 3-5 hour estimated time of arrival, but this is only a guide. We require you to be available and remain in the property for the stated appointment time slot.

You may be charged a call-out-fee if you are not at home. This charge may also apply if you miss the visit or if our engineer does not have safe access the property.

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Looking forward to visiting you soon.

At Baxi, we believe that all our staff and contractors working on our behalf have the right to work in an environment free from all forms of prejudice and abuse. Keeping our colleagues safe is a key priority as an employer.

Lean more about our policy