Explain what is affected
State whether you have no heating, no hot water, both, or a problem in one room. Say whether the fault is constant or intermittent and when it started. If you rent, use your landlord’s repair reporting route and include any reference already issued.
Record visible information safely
Note the make, model and any error code visible on the normal display. Photos of the exterior and controls can help if they can be taken safely. Do not remove the boiler casing, touch wet electrics or attempt internal gas or electrical repairs. Do not repeatedly reset an appliance or add water to hide a recurring fault.
Include the recent history
Mention a recent service, other plumbing work or whether the same fault has happened before. Previous invoices or fault notes can help the engineer prepare. Describe what you observed and leave the diagnosis to the qualified person assessing the system.
Give access and urgency details
Provide the full address, a contact number through the agreed booking route and a clear description of the impact. Tell the team about practical needs that affect the appointment. Urgent attendance must be confirmed by phone; an online request is not a dispatch service.
