General Questions

ATAG is actively working with professional industry bodies to seek Government clarification on this issue. The current view is that providing they are attending and emergency situation then yes they are.

The Government has recently issued advice on working in people’s homes. The advice in full is as follows:

“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”

Strictly follow Government advice on social distancing and hygiene. Use the government resources available and, in particular, which will answer most of your questions.

Following the latest government guidelines, all ATAG employees are currently working from home and no site visits are being made by our Technical Product Managers at this time. We have ensured that our delivery partners are also strictly adhering to the latest Government advice on social distancing. We are also operating a COVID-19 screening process in place prior to the team booking any essential repair work carried out by our service agents. We are asking all customers to declare if they have or are suspected to have anyone with COVID – 19 infection in their household. If this is the case, we are postponing works until such time as it is safe to rearrange.

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 there is a problem with the fabric of your building, for example the roof is leaking − 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 − If your white goods such as fridge or washing machine have broken, meaning you are unable to wash clothes or store food safely − If there is a security-critical problem, such as a broken window or external door  − If equipment a disabled person relies on requires installation or repair

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


Installs, Servicing and Repair 

This is definitely considered “Not essential” at this time and should be delayed to a later date.

Yes, we will allow a 6-month extension to the annual servicing and maintain the warranty protection.  We will be reviewing this policy as the current crisis unfolds. 

Installers should be able attend emergencies. Providing heating and hot water is generally considered to be an essential service and therefore we believe that the installation can proceed to restore this.  We will continue to monitor Government advice on this topic and update our advice.

All Heating Engineers should strictly follow Government advice on social distancing and hygiene. Make sure you use the government resources available, in particular: which is updated regularly and will answer most of your questions. In all cases you should:

  • Ask the customer in advance if anyone in the household is suffering from or suspected to be suffering from Covid-19 (Coronavirus). If this is the case, the visit should be postponed until the customer has recovered or their 14-day isolation period has expired.
  • Re contact the customer on the day of your visit to confirm that the situation has not changed
  • Ask the customer to ensure they follow the Government Guidelines on hygiene and social distancing and in particular
    • Do not shake hands with engineers entering your home
    • Do not share cups, glasses, plates and cutlery - that means not offering engineers any refreshments whilst in the home
    • Evacuate the engineers working area and remain at least 7ft/2m apart at all times
    • Ensure the areas that our engineers are required to work are kept as sanitary as possible.


The government have already announced packages of support for businesses and their employees. Further announcement are expected with regards to self employed workers so keep watching news updates and the website for future announcements. provides details on short term business loans supported by the government to help businesses through this difficult trading period. If in doubt, talk to your bank and, very importantly, communicate with your creditors.

Orders and Deliveries 

If you normally buy from a Merchant, and they cannot supply you, then you can order direct from ATAG for next day delivery direct to your customer.

If you are an existing account that has been purchasing product recently, your standard trading terms will apply. If you are a brand new customer or an account that has been signed up for a long period of time and not purchased from us, you will need to pay for the goods prior to shipment.

ATAG are operating a business as usual next day direct delivery service to most parts of the UK.

No, you can order yourself via your ASP web portal, email your order to or telephone 0800 680 0100.

All our service agents carry a stock of most used spare parts and our warehouse carries stock for next day delivery too.

You will need to discuss this with us on 0800 680 0100 where we will see what we can do to help.


We will be sending regular updates on the situation as it evolves  via our ASP news email. If you do not already receive these emails, please email There will also be regular updates posted on and our social media channels; Twitter, Facebook & LinkedIn.

Yes, our Technical & Warranty Helpline is still operating 24/7/365 – please call 0800 680 0100. 

  • Orders – You can place orders yourself via your secure web portal or email or call 0800 680 0100
  • Tech support – our Technical & Warranty Helpline is still operating 24/7/365 – please call 0800 680 0100. We also have our team of Technical Product Managers on hand to assist.
  • General enquiries – call us on 0800 680 0100 and our team will be happy to help you

We’re sorry, but at this time we cannot do this. With all of our staff now working from home it is critical that calls are managed and handled through our normal business numbers so we can manage the workload going to each individual. If you call our normal office line, we can get you transferred to anybody in the business.