PRACTICAL GUIDE · UPDATED 2026-10-30
Preparing for a winter heating visit without attempting gas DIY
A short fault history and safe access help an engineer plan a visit when your heating or hot water stops working.
This preparation is for a repair appointment once there is no immediate danger. If you smell gas, suspect a leak or a carbon monoxide problem, get outside to safety and call 0800 111 999 immediately for a natural gas emergency in Great Britain. Use your own supplier's emergency service for LPG. Do not stay to collect appliance details or try a repair.
For a heating breakdown, note when it began, whether heating, hot water or both are affected, and any error message visible on the normal display. Find the make and model in existing paperwork if possible. Describe what happened before the fault, without removing covers or trying to reproduce it.
Put the appliance manual, previous service paperwork and any cover details ready. Tell the firm about access arrangements and anyone who may need extra support during a loss of heating. When safe, clear ordinary belongings from the route to the appliance; leave fixed panels, flues and pipework alone.
Do not open the boiler, adjust gas components, bypass safety devices or restart equipment declared unsafe. Keep ventilation openings clear. Cadent's FAQs direct boiler and appliance repairs to an appropriate Gas Safe registered engineer or an existing cover provider; the National Gas Emergency Service is not a boiler repair service. Ask the firm to confirm the visit time, diagnosis charge and arrangements if parts are needed.
Your checklist
- Only prepare after any immediate danger has been addressed.
- Write down the fault history and any already visible error message.
- Have manuals and previous service records available.
- Explain access needs and any household support needs when booking.
- Leave gas components, boiler covers and safety devices to the engineer.
Sources & further reading
- Cadent: Emergency FAQs, including boiler breakdowns in cold weather ↗
- HSE: Gas safety for employers - leaks, unsafe appliances and ventilation ↗
- GOV.UK: Register to carry out gas work ↗
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