Question 1

Do you cover weekends?

Accepted Answer

We provide remote engineering support out of hours. This enables us to make the system safe, source the necessary parts, and schedule an engineer for a visit during working hours.

Question 2

Does the service plan include breakdowns?

Accepted Answer

Yes. Service plan customers benefit from fixed labour costs for breakdowns and repairs, along with a transparent parts mark-up from our trusted supply chain.

Question 3

How often do you visit?

Accepted Answer

Our standard service plan includes two engineer visits per year. After three years, you have the option to reduce this to one annual visit while retaining full access to our support line.

Question 4

How many times can I call the helpline?

Accepted Answer

As many times as you need. Our helpline is available 24/7, and many issues can be resolved quickly using WhatsApp video or augmented reality tools like Lens. Tenants especially appreciate help with complex apartment controls. If you don’t live in your apartment full-time, we’re also here to help when you return and need a quick refresher.

Question 5

Do I need to be present when the work takes place?

Accepted Answer

No. We’re used to working in private homes without the owner present, provided the concierge has been authorised by email to release keys. We’re also happy to work around you if you’re working from home—our engineers are flexible and respectful of your schedule.

Question 6

Are your team qualified?

Accepted Answer

Yes. Our engineers are trained on leading HIU and refrigerant-based systems, fully certified in COSHH and Health & Safety, and regularly assessed against NHBC New Home Standards. We are SafeContractor approved and members of CIBSE.

Question 7

How can I trust your engineers?

Accepted Answer

All our engineers are DBS-checked for your peace of mind.

Question 8

Do you cover my area?

Accepted Answer

We cover most areas within Zones 1 and 2 in London.

Question 9

Can my appointment be in the evening when it's convenient?

Accepted Answer

At present, we don’t offer evening appointments. However, we can liaise with your concierge or keyholder to minimise disruption to your schedule.

Question 10

Are you insured?

Accepted Answer

Yes, we are fully insured. We’re happy to provide a copy of our insurance documents upon request from our customer.

Question 11

What should I do when leaving my apartment for a long time?

Accepted Answer

Shut off isolation valves, run water through all outlets beforehand, and set your ventilation to a low continuous setting. We offer a tailored “leaving your apartment” checklist—just ask.

Question 12

Are parts included in the service plan?

Accepted Answer

Parts are not included as standard, but service plan customers receive discounted pricing and clear quotes with fixed mark-up. Optional bolt-on cover is available for specific components.

Question 13

Do you cover electrics?

Accepted Answer

Yes. Through our trusted electrical partner, we can arrange socket relocations, safety inspections (EICRs), and lighting changes. MaintainMyHome will manage the work and provide your report as usual.

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