How appointments, access, payment, cancellations and certificates work. Read this before you book so there are no surprises on the day. Last updated 16 October 2026.
Appointments are booked as either a morning (AM) or an afternoon (PM) slot, not a fixed time. Gas work is unpredictable: one job can run long because of a fault nobody could have known about. Booking in halves means I can give each job the time it needs without rushing yours.
Booked work (services, CP12s, installations) runs Monday to Thursday, 8am to 6pm. I do not carry out booked jobs on Fridays or at weekends.
Emergencies are different. I take emergency call outs 24 hours a day, 7 days a week, including nights, weekends and bank holidays.
The out-of-hours call out is £160, against £80 during office hours. That covers attending and diagnosing the fault. Any repair needed afterwards is quoted before work starts, so you always know the cost before I carry on.
An emergency means something unsafe or urgent: a gas smell, no heating or hot water in cold weather, a leak, or an appliance that has shut down and will not restart. It does not mean a routine service that you would like done sooner.
If you smell gas, do not wait for me. Call the National Gas Emergency Service on 0800 111 999 straight away, turn the gas off at the meter if you can reach it safely, and open the windows.
You will get a call or text roughly 30 minutes before I arrive, so you are not waiting in all morning. Please keep your phone to hand during your slot. That call is your warning that I am on my way, so if I cannot reach you and there is no access when I arrive, the no access fee in section 5 applies.
Before I arrive, please make sure I can get to:
If a boiler is boxed in and the case cannot be removed, a proper service is not possible. I will tell you on the day rather than carry out a partial check and pass it off as a full one. The visit itself is still chargeable, because I have attended and done what could be done, but I will not issue a certificate for a check I was not able to complete. Clearing access before I arrive avoids this entirely.
There are two ways to pay, depending on how you book.
Booking online. You pay for the job when you book, and that payment confirms the slot. It is the price of the job itself, not an extra charge on top, so on fixed-price work there is nothing further to pay when I arrive.
Booking by phone or email. Call or email and I will put the job in for you, and you pay on the day, on site. On the day I accept:
I do not take cheques, and I cannot invoice for later payment on standard domestic jobs.
Landlords and agents: if you will not be at the property during the visit, payment must be made in advance. I will confirm the amount when the appointment is booked.
Where a job cannot be priced up front, such as a boiler installation or a repair that needs diagnosing first, you are quoted before any work starts.
I hold a half-day for every booking and turn other work away to do it. These terms exist so that a wasted slot does not simply fall on me, and so you know exactly where you stand before you book.
Changing or cancelling: 24 hours notice. Give me at least 24 hours notice and there is no charge at all. Your appointment is moved to a new slot, or paid work is refunded in full. Call or email, whichever is easier.
Less than 24 hours notice is treated as a no access visit, below, because the slot can no longer be refilled.
If I attend and get into the property, the normal fee applies. That holds even where the job cannot be finished, for example a boiler that turns out to be boxed in or an appliance that has to be condemned. I have travelled, attended and inspected, and that is the work.
If I attend and cannot get in, the no access fee is half the booking amount. The other half is refunded, or held against a new appointment if you would rather rebook. This covers nobody being home, no answer on the 30 minute call, or the property being inaccessible when I arrive.
If something genuinely unavoidable happens, tell me. I would rather sort it out on the phone than fall out over a half-day.
Certificates and service records are sent by email, normally the same day. That includes CP12 Landlord Gas Safety Records, service records and any warning notices. Please give me the correct email address when booking, and check your junk folder if it has not arrived.
If you are a landlord, I can copy your tenant or your managing agent in as well. Just ask.
If an appliance is unsafe, I have to act on it. It will be made safe in line with the Gas Industry Unsafe Situations Procedure, which is the standard every Gas Safe registered engineer works to, and you will be given a warning notice recording what was found and why.
Making an appliance safe is part of the visit. Repairing the fault is separate work and is charged separately. I will explain what is wrong, what it will cost to put right, and you decide whether to go ahead. There is never any pressure to have the repair done by me.
Where an appliance is Immediately Dangerous, I will ask your permission to disconnect or turn it off. If you refuse, I am required to report it to the gas emergency service.
I cover anywhere within about an hour's drive of CR0, my base in Croydon. That takes in most of South London and the nearer parts of Surrey and Kent. If you are not sure whether you are in range, call 020 8191 4058 and I will tell you straight away.
If anything here is unclear before you book, call 020 8191 4058 or email daniel@morheatltd.co.uk. It is better to sort it out beforehand than on the doorstep.