Practical advice to help our customers | SES Home Services

Practical advice to help our customers


Practical advice to help our customers

Coronavirus: Latest update for our customers

With the situation changing so rapidly and in view of current restrictions and ways of working stipulated by HM Government, we want to update you on the latest measures we have implemented.

As always, our absolute priority is the safety and wellbeing of our team and our customers.

On a daily basis we are having to adapt the way we work, ensuring we adhere to the stricter guidelines being implemented. Below we’ve outlined how these changes may affect you.


If you have scheduled repair or service booked

We are now able to carry out some routine non-emergency work in addition to the emergency work we have been undertaking. Such routine work may include an annual boiler service or planned repair.

Please be advised that our engineers will continue to wear face masks so please expect to be greeted at the front door by an engineer with their face partially covered. They will, as always, be in SES Home Services uniform and be carrying the appropriate ID cards. Any of our engineers that are Gas Safe Registered will also be able to show their Gas Safe card as further identification.

We will get in touch by phone before an appointment to understand if you have anyone vulnerable in your home or if anyone in the property is experiencing symptoms or is confirmed as having COVID-19 and if it is safe for the work to go ahead.  Our customer services advisors will need to take you through a few simple questions to ascertain the information we need to keep you and our engineers as safe as possible. Please note that only emergency work is possible for households where people are showing symptoms or are self-isolating.

When we contact you, you may also choose to postpone any planned visit and we will arrange to contact you to plan a return date in the future.

Remember, landlords still have a legal obligation to have a valid safety certificate and service record in place for tenanted properties.


The measures we are taking in people’s homes

It is important at this time to maintain social distancing at every opportunity, so we would politely request that should an engineer attend your property they be given a clear space to work in and be left to complete their visit accordingly.

Before we enter any property, our engineers will thoroughly clean their hands with anti-bacterial wipes or hand sanitiser.

Our engineers will wear suitable gloves and face masks. They will dispose of any waste away from your property safely.

We ask that you always remain at least 2 metres away from our engineer, ideally in another room. Please leave the doors open to any room that our engineer will need to access. We also ask that wherever possible you ventilate the property before and during the visit by opening windows. Failure to do this may mean that our engineer will be unable to carry out work for you and will leave the property. Please respect their working space and allow them to complete the necessary repair without concern.

Once work is completed, we will carry out a full cleansing sweep of the area we have worked in as well as any other surfaces or handles we have come into contact with, using suitable anti-bacterial wipes or spray.


If you wish to cancel a planned repair or service

If you have been instructed to self-isolate and have a repair you wish to rearrange, please contact us as soon as possible. We will look to offer you a suitable appointment, which will be a minimum of 14 days from the date of your call. We will still be completing visits where parts are required to re-establish heating or hot water to your property.

To help us keep our phone lines free for emergencies please contact us using email if possible on


If you have a heating, plumbing or drainage problem now

We’re still available to help our customers, whether you are a policy holder or looking for a one-off repair.

You can contact us 0208 722 7000.

To help us keep our phone lines free for emergencies please contact us using email if possible on


If you have a policy with us with and need to renew it or make a change

Our customer service team are still available to help you manage your policy and you can contact them on 0208 722 7000.


Thank you

We remain dedicated to serving our customers as well as providing practical advice and best practice information. We appreciate your support in helping us focus on essential repairs and those with vulnerabilities under such challenging circumstances for everyone.