Your Engineer Visit

Thank you for choosing Baxi Customer Support to service or repair your appliance. Just before our engineer arrives, here are a few things to note that will help the job go smoothly.

On the morning of the visit

Our engineer will call you between 8am and 10am on the morning of their visit. They will give you an estimated arrival time or give you a three hour time slot when they will be arriving for your appointment.

Although this call will show as being from a withheld number, it is very important that you answer the call, as the engineer may cancel the visit if they can’t speak to the person who will be letting them into the property.

Please note: if our engineer is planning to arrive between 8am and 10am, they may not call you first with an estimated arrival time.


Please make sure there is somewhere close to your property where our engineer can safely and legally park their van. They will have heavy tools and equipment to carry.

Access to boiler or cylinder

To protect your belongings and make it easier for our engineer to do their job, please clear the area around the appliance before they arrive.

Health and safety

Your safety, and that of our engineer, is our highest priority, so please read this section carefully.

Lofts: if our engineer needs to go into the loft to check or work on an appliance, please note that we don’t allow them to work in lofts without reasonable access (for example, a fitted loft ladder), secure flooring and adequate lighting.

Pets: our engineers use tools and equipment that don’t make good pet toys, so for your pet’s safety, please make sure they are kept away from the area where the engineer is working.

Smoking: while we understand that you are perfectly entitled to smoke in your own home, our engineer will be working with gas and other flammable equipment, so for your own safety, we respectfully ask you not to smoke where they are working.

Your assistance is greatly appreciated, thank you.