Regarding the repair of my boiler, what status updates might I expect?

Here is a list of the possible statuses you may encounter about your repair and what they mean:

Schedule initial visit:
You have raised a new claim which is going through our allocation process for engineers to accept. Once an engineer has accepted a confirmation email and text will be sent to you.

Investigation required:
Sit tight. We're currently reviewing your claim and will be in touch to update you soon. Your repair needs investigating by our repairs team.

Order parts:
Your engineer has advised parts are required to complete your repair and we are looking to order these ready for the next visit

Advise HT not fixing:
You will receive an email with the findings and full details of why we are not able to carry out your repair.

Engineer to schedule follow on:
Your engineer is handling the next steps of your claim following your recent visit. We'll be back in touch soon with an update.

Special Order Parts:
Your engineer has advised parts are needed however are considered a special order part and not so readily available. These will take a little longer to arrive from the manufacturer.

Confirm engineer & customer availability:
We are working to allocate your engineer to return within your provided availability

Sent to SME (Manufactures):
We have dispatched your repair to our wider network team who will contact you directly to schedule your repair.

Upcoming:
Good news, your repair is scheduled, check your emails for all details.

En-route:
Your engineer is on their way to you.

In Progress:
Our records show our engineer is at your property. If they have left, we are now working on the next steps of your claim and will be back in touch soon.

Late:
Our engineer has not marked the job “en route” or “in progress” within the scheduled time slot. We are contacting them to find out their ETA and we will update you as soon as we have more information.

Missed:
Our engineer has missed the scheduled time slot. We are contacting them to find out their ETA and we will update you as soon as possible.

Check SME has completed the job:
Our partner is currently working on your claim and will be in touch with you directly. If your claim has been resolved, we're waiting on the final report and will be in touch soon.

Closed, sent to Your Repair:
Our partner is currently working on your claim and will be in touch with you directly. If your claim has been resolved, we're waiting on the final report and will be in touch soon.

Closed:
Your repair has now been completed and we have closed your claim.