Essential Maintenance FAQs

Each year we undertake essential maintenance on natural gas apparatus and equipment across our network. If you have recently received a letter from us regarding maintenance works and want to know more, the following information may be useful:

Why do you have to do this work?

This is essential maintenance that we must carry out on our apparatus, ensuring your property continues to have a safe, reliable and efficient natural gas supply.

What happens if there is nobody home when you carry out this work?

If your maintenance letter advises that we require access, there MUST be someone who can provide access into the property when we carry out the work otherwise your gas supply will be temporarily isolated. Under certain circumstances you will be responsible for employing a Gas Safe registered installer to recommission the gas supply at your own expense.  

Can I arrange an alternative appointment?

Of course, you can contact us to re-arrange a more suitable date and time. Please contact us on 0330 024 9000 or email: customercare@firmusenergy.co.uk

How long will the work take?

If we need access inside your home, the work will take up to one hour to complete.  

What are my options for alternative appointment times?

We offer two timeslots for our maintenance work: 08:30 to 13:00 or 13:00 to 17:00 Monday to Friday. If these times are unsuitable, please contact us on 0330 024 9000 or email: customercare@firmusenergy.co.uk

I have specific requirements regarding my gas supply and I am concerned that I will be left without gas?

Don’t worry, the maintenance work is carried out to ensure you can continue to enjoy access to a safe, reliable and efficient natural gas supply. If you have any special requirements that you would like to make us aware of before we visit your property, please do not hesitate to contact us on 0330 024 9000 or email: customercare@firmusenergy.co.uk

I have an Aga/Rayburn appliance. Is there anything I need to do before you arrive?

Unfortunately, firmus energy does not undertake any work on these types of appliances. Therefore, we request that you have your gas safe registerd installer present during the date and time advised so that they can shut down and relight your appliance.

I have an Aga/Rayburn appliance. Is there anything I need to do before you arrive?

Unfortunately, firmus energy does not undertake any work on these types of appliances. Therefore, we request that your gas safe registered installer be present during the advised date and time so they can shut down and relight your appliance.