Gas safety visit – FAQs

How do I know when my gas service is due?  

Your next service will be due no more than 12 months following on from your previous service. Please check your last Gas Safety Certificate for the date. If you can’t find your copy, please contact us. We can let you have another copy and tell you when your service is due.

Our gas contractors, Aaron Services, will get in touch before your service expires to arrange an appointment for your safety check and service.

Do I need to phone Grand Union when a service appointment is due?  

No, our gas contractors, Aaron Services, will send you an appointment through the post. 

What should I do if I can’t make the appointment made by the contractor?  

Please call Aaron Services on Freephone 0800 177 7003. They will make a new appointment for a day and time that’s convenient for you.

The law requires us to check and certify the gas safety of every Grand Union home every 12 months. If you don’t give us access, you’re putting your health and home at risk. Please do all you can to give us access and help us to keep you safe. 

I can’t be home during the week, are there other appointments available?  

We can offer times between 5 and 7pm from Monday to Friday and Saturday mornings between 8am and 1pm. Please contact Aaron Services on Freephone 0800 177 7003 to make arrangements.

I need to speak to Aaron Services about my appointment  

You can call Aaron Services on 0800 177 7003.

What equipment is Grand Union responsible for maintaining?  

We’ll carry out safety checks and servicing to all gas fittings and flues in your home that we have provided. We won’t service any equipment you own, such as cookers, hobs or your own fires. However we will check that they are safe for you to use.

Do you service my gas cooker or fire?  

We’re unable to service customers’ appliances such as cookers and gas fires. However we will check that they are safe to use. Any defects will be reported to you. If necessary, we will disconnect appliances from the gas supply as a safety precaution.

It is the customer’s responsibility to ensure that a Gas Safe Registered engineer attends to repair any identified defect to their own gas appliance.

What do I do if my gas central heating boiler/fire is not working?  

Contact our gas contractor, Aaron Services on Freephone 0800 177 7003 during normal working hours (8.45am to 5pm, Monday to Friday) and report the problem. They will arrange for an engineer to visit your home and offer you an appointment.

If the fault happens outside normal working hours and you consider it an emergency, you can still call Aaron Services. The on-call engineer may attend as an out-of-hours emergency to make it safe.

What happens if the gas safety check fails?  

We will repair any fault on appliances that belong to us and replace any necessary parts. This will ensure your home is left in a safe condition.

If the fault is on your own appliance, such as a cooker or your own gas fire, we will disconnect the appliance. It is against the law for us to let you use a gas appliance that is considered unsafe. You should ask a Gas Safe Registered engineer of your choice for help.

Your gas safety certificate will include details of any faults rectified or parts fitted.

I’ve not seen or received a copy of the gas safety certificate – what should I do?  

We are legally required to provide you with a copy of your latest gas safety check. Aaron Services will give you a copy of the certificate, once the check is completed. If you have not received this within 28 days of the check, or you can’t find your copy, please get in touch with our Customer Contact team. They will ensure that a copy is sent to you.