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Booking information

Parking, access and keys for your visit

Our engineers carry heavy tools and parts, and sometimes a new boiler or cylinder. A few details about parking and access, given when you book, help the visit start on time with no surprises.

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Engineer's van parked in a resident permit bay with a visitor parking permit displayed in the windscreen

Parking near the property

The engineer needs to park as close to the property as possible. Tell us which of these applies:

  • A driveway or private space the engineer can use.
  • A permit zone – if you can provide a visitor permit or visitor session, say so when you book.
  • Pay and display or metered bays nearby.
  • Restrictions such as yellow lines, a red route or loading limits outside the property.
Van parked on a residential street beside a sign for no parking except permit holders
Van on a street with no-parking road markings and a no parking at any time sign
Permit-holder streets and no-parking restrictions are common in London – tell us what applies outside your property.

Where we have to pay for parking, it is charged at £10 per hour. Any parking charge is included in the price we confirm before you pay, so there are no surprises on the day.

Private, gated and underground car parks

Van waiting at the barrier of a gated car park with an intercom and an authorised parking only sign
Van with roof ladders parked in an underground car park
Gated and underground car parks need an entry code, fob or permission in advance.
  • Tell us how the engineer gets in: an entry code, intercom, fob or concierge.
  • Check whether visiting trades need permission from the managing agent or need to be registered in advance.
  • Many underground car parks have a height barrier that a van with roof ladders cannot pass. Tell us the height limit if you know it.
  • Let us know where the visitor or contractor bays are.

Keys and key collection

Key with arrows showing it collected from another address, taken to the property and returned
We can collect keys from another address and return them after the visit.

If nobody can be at the property, we can collect the keys from you, a neighbour or a letting agent.

  • Key collection: £15.
  • Key collection and return: £30.

Give us the collection address, the contact name and phone number, and when the keys are available. If you use a key safe, send the code privately when the booking is confirmed, never in a public message. For rented homes, tell us who will give the tenant notice of the visit.

Flats: lifts, stairs and entrances

Open lift in a building entrance hall with a lift available sign
Stairwell in a block of flats with a no lift available, stairs only sign
Tell us whether there is a lift, and how many flights of stairs there are to the flat.
  • Which floor the flat is on, and whether there is a lift that is working.
  • For a new boiler or cylinder: whether the lift and stairwell are big enough to carry it, and whether a service lift needs to be booked.
  • The entry code or intercom details for the main door.
  • Any building rules, such as permitted working hours or a permit from the managing agent for gas or water work.

What to tell us when you book

  • The full address and postcode.
  • Where the engineer can park, and any permits or codes.
  • Who will be at the property, or the key arrangements.
  • The floor, lift and stairs for flats.
  • Any building-management permissions needed.

We confirm the price, including any parking or key charges, before you pay. Once you have paid, your booking is confirmed and a two-hour arrival window can be confirmed on the day.