ATAG would like to reassure all customers that it is continuously monitoring advice provided by the Government regarding Covid-19 (Coronavirus) to minimise the risk to our customers, employees and installer and service partners.

The Government has recently released guidelines on working in people’s homes, stating:

“Work carried out in people’s homes, for example by tradespeople carrying out repairs and maintenance, can continue, provided that the tradesperson is well and has no symptoms.

Again, it will be important to ensure that Public Health England guidelines, including maintaining a 2 metre distance from any household occupants, are followed to ensure everyone’s safety.

No work should be carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk to the safety of the household, such as emergency plumbing or repairs, and where the tradesperson is willing to do so. In such cases, Public Health England can provide advice to tradespeople and households.

No work should be carried out by a tradesperson who has coronavirus symptoms, however mild.”

Further guidance has also been released for tenants should a boiler break down or something else happens which is an urgent risk to your health. 

Landlords’ repair obligations have not changed, Where reasonable, safe for you and in line with other Government guidance, we recommend that you allow local authorities, landlords or contractors access to your property in order to inspect or remedy urgent health and safety issues. 

Urgent health and safety issues are those which will affect your ability to live safely and maintain your mental and physical health in your home. This could include (but is not limited to): − If your boiler is broken, leaving you without heating or hot water − If there is a plumbing issue, meaning you don’t have washing or toilet facilities. 

You can find further guidance on visits to properties to make repairs here.

If you have an issue with your boiler, please continue to contact us as shown below. We will ask you if anyone in your household is ill or self-isolating. If this is the case, in the first instance we will try to assist you remotely. If a remote solution can not be provided and your household remains at risk, we will endeavour to provide an engineer. In this case our engineer will, and you must, follow current Government guidelines to minimise the risk of the spread of infection.

In the event of a delay to your annual service due to the current crisis, we will extend the warranty validation period by up to six months to ensure your cover continues.

If you have any questions, please contact us on 0800 680 0100 or