FE ATURE / WINTER PREPAR ATION
Boiler breakdowns can be deadly for elderly and vulnerable people the pilot light keeps going out, that is an indication of a gas leak. Gas Safe says: “When cold weather sets in, many households will rely on gas boilers and fires to keep warm. This increased usage can put pressure on gas appliances and could lead to breakdowns when they are needed the most. It’s vital that everyone has their gas appliances serviced and safety checked annually to prepare them for the winter months.”
Fuel poverty danger Gas Safe has advice for customers on low incomes, particularly pensioners who have old appliances. Although not a plumbing issue, ask if their cooker has been serviced and remind them that they should never use a cooker to heat a room. With a gas fire, look for black staining on
RIGHT: It’s advisable to insulate the condensate pipe to reduce the risk of it freezing and blocking
or around the appliance. If the homeowner has a coal fire or log burner, ask if they have had the chimney checked for bird nests.
Other common faults Frozen and burst pipes head up the league of household disasters when the cold weather hits. Jerry Whiteley, technical manager for the CIPHE, has the following advice: “If pipes could do with a bit of thermal help then use some lagging. It’s cheap and easy to fit. Also, if a client is going away, advise them to leave the thermostat set low (at least 5ºC) to prevent pipes freezing. They should check their insurance policy too, to see if they have to comply with any directives such as draining down pipework.”
Upgrade the system Since the run-up to winter is when many people get their heating systems serviced, it also makes it a good time to think about improving them. Mark Wilkins, Vaillant’s head of training and external affairs, says installers should consider asking if customers wish to upgrade products. He says: “As we approach heating season, installers have the opportunity to not only strengthen customer relationships by providing practical advice, but to upsell products and services, too. For example, installers can highlight the value of smart
MARKETING
Get the bookings flowing in How can you ensure you can get winter service bookings early to reduce emergency call-outs? Consider whether your customer would prefer a phone call, flyer, letter, email or text message. Some customers are less IT-savvy and may not respond to emails: 30% of emails aren’t even opened. If you have a customer database, make sure it complies with data regulations. You must have permission to contact everyone on your list. Keep your message simple and end with a call to action such as ‘Call me now to arrange a visit.’
controls for keeping a customer’s home at the right temperature.” But as money is often tight during the holiday season, it’s sometimes wise to focus on simpler solutions that won’t require expensive purchases, as Wilkins points out. “Installers should offer their customers guidance to ensure the condensate drain is correctly installed and properly insulated to prevent it from freezing – it sounds obvious, but it’s a small thing that can save a lot of hassle. By insulating your condensate pipe you are reducing the risk of it freezing and blocking again in future. All good DIY stores should sell pipe insulation and this can easily be fitted with little effort.”
More information The CIPHE has customer plumbing and heating maintenance advice leaflets for members. To find out more, contact catherines@ciphe.org.uk
22 P&H ENGINEERING
SEP / OCT 2019
www.ciphe.org.uk