Introducing Phoenix Gas Services

We're pleased to announce that from 1 April 2024, Phoenix Gas Services will be taking over as our annual gas safety check and gas repairs and maintenance contractor.

They will be responsible for carrying out:

• Annual safety checks of gas boilers and gas appliances
• Repair and maintenance of gas boilers and gas appliances
• Installation of new gas heating systems

Why Phoenix Gas Services?

We’ve chosen Phoenix following a thorough procurement process. They’re an established family-run business, with an ethos of ‘Small enough to care, big enough to manage.’

From customer feedback, we know our new gas contractor needs to have a greater focus on customer service and communication, as well as having highly-trained engineers who can fix the issues – all of which Phoenix can deliver.

Customers were involved in the process, joining the contractor selection panel alongside our procurement and maintenance managers, ensuring that our customers’ voice was central to our decision making.

What happens from 1st April?

Phoenix will start responding to repairs and carrying out annual gas safety checks, so you’ll start to see Phoenix vans and their team in your neighbourhood. You can see what their logo, van, and uniform look like above.

Repairs:
The process to request a repair will remain the same. Please contact our customer care team to report a repair on 0300 1234 009, or enquiries@midlandsrural.org.uk, or via MyHomeOnline.

Annual gas safety checks:
To keep you and your family safe, we’re legally required to carry out a gas safety check on your boiler and gas appliances each year. When your home is due for a gas service, Phoenix will contact you by letter.

What to expect if Phoenix Gas Services visit your home

• The Phoenix team will follow our updated Contractor Code of Conduct.
• They will wear Phoenix branded workwear and show you their photo ID card.
• They will also be able to offer advice on how to get the best out of your heating system and explain how the controls work.
• If they’re doing a repair and need parts, the engineer will be able to order these whilst they are at your home (if it’s during normal working hours) and should also be able to make their next appointment with you before they leave.

Published 26.03.24