How it works
From "it's broken" to "it's fixed"
Your insurer, landlord or housing association sends the repair to CallOut. Here is every step, and what you see on your phone at each one.
1. Tell us what's wrong
The CallOut Concierge asks a few quick questions, including whether you can smell gas or a carbon monoxide alarm is sounding. Snap the boiler's display and the label with its details, and we read the error code and the exact boiler for you.
- Smell gas? We still book you in, and your engineer knows before they set off
- Got an old certificate or another engineer's report? Add a photo
- Your photos and the boiler's history go to the engineer before they set off
2. Check what we'll send
Before anything is sent you see exactly what the engineer will see: the problem, your boiler, the safety answers, your address and how to get in. Change anything that's wrong.
3. A verified engineer accepts
Only engineers who passed every check are offered your job. You see who's coming, their van and their rating.
- Registration, insurance, identity and address checked before their first job
4. A face check and your code at the door
At your door the engineer's face is checked live against the person we verified. You give them your four-digit code, and only then does the visit, and the clock, start.
The door check
5. Watch the fix, approve anything extra
What they find appears in plain English as they work: why it broke, what's needed. A new part or extra cost waits for your yes before it's fitted.
6. See it working, then sign off
The engineer shows you it working: hot water at the taps, heating on, no leaks. You sign off and keep the record and the gas safety record.
Your job record
Sent by your insurer, landlord or housing association?
Then they approve the work and pay for it, and every screen says who arranged it. You still see who's coming, give them your code at the door, and keep the record.
Questions
Who pays?
Whoever arranged your repair: your insurer, landlord or housing association. Anything beyond what they agreed waits for approval before it happens.
What if I smell gas?
Leave the property and call the National Gas Emergency line on 0800 111 999, and don't use switches or flames. Your repair can still go ahead: your engineer is told before they set off. If no engineer is free, we show you the emergency number and what to do next.
Where is CallOut available?
CallOut starts in London and grows borough by borough. See areas.
Looking after homes?
Insurers, landlords and housing associations send their repairs through CallOut.