Customer Journey

Boiler breaks down or a service is required

You are having issues with your boiler and you require assistance – you need an efficient and reliable boiler engineer to help fix the issues and have your home toasty and warm and your water piping hot.

Contact Surefire UK Centre

Our dedicated UK support team are on hand to help arrange boiler serving bookings, emergency engineer call outs, and help with any queries which you may have. Tel. 01603 975875 or email

Job is booked in

Once your job has been booked in you will receive an email or text confirming all of the details of your booking.

Reminder message

A reminder message is sent prior to your engineers visit at your request, we understand that it can be easy to lose track of appointments, this handy reminder can be set up on your account to alert you to an upcoming engineer visit.

Track your engineer

Once your engineer is en-route you will receive a tracking link – this allows you to track your engineer and see how far away he is from your property in real time from his start off point all of the way to your front door.

Engineer arrives and completes work

Our expert team of engineers will endeavour to carry out their work to the highest standard. We will adhere to current covid guidelines and take the upmost care whilst in your property. Our engineers carry all of the tools required, including dust sheets and parts to allow for a clean and efficient service. We will clean up any mess and talk through our work once complete.

Message to confirm work has been completed

Once our engineers have completed their work and vacated your property you will receive a message to confirm that the work has been carried out and completed, particularly handy if you are a landlord – you will have the chance to give instant feedback of your experience with surefire and will be instantly provided with legal certificates.

We will contact you for payment

Once we have completed our work we will contact you for payment. Payment can be made via phone or online banking. If you have a Surefire maintenance plan your boiler service will already be included in your plan. Depending on your payment plan option there may be additional costs for parts and labour.

Customer Enquiry