The Source Energy office closes for the Christmas break at 4pm on Friday 20th December and will reopen 9am Monday 6th January. During this period there will be technical support available in an emergency as detailed below (subject to your maintenance contract). An emergency is defined as a property with residents without hot water or heating or with a major leak.
Technical support:
Saturday 21st – Standard weekend support subject to your maintenance contract.
Sunday 22nd – Standard weekend support subject to your maintenance contract.
Monday 23rd – Technical support via telephone 9am – 1pm for all clients.
Tuesday 24th – Technical support via telephone 9am – 1pm for all clients.
Wednesday 25th – Support only available to those with a gold maintenance contract.
Thursday 26th – Support only available to those with a gold maintenance contract.
Friday 27th – Technical support via telephone 9am – 1pm for all clients.
Saturday 28th – Standard weekend support subject to your maintenance contract.
Sunday 29th – Standard weekend support subject to your maintenance contract.
Monday 30th – Technical support via telephone 9am – 1pm for all clients.
Tuesday 31st – Technical support via telephone 9am – 1pm for all clients.
Wednesday 1st – Support only available to those with a gold maintenance contract.
Thursday 2nd – Technical support via telephone 9am – 1pm for all clients.
Friday 3rd – Technical support via telephone 9am – 1pm for all clients.
Saturday 4th – Standard weekend support subject to your maintenance contract.
Sunday 5th – Standard weekend support subject to your maintenance contract.
Clients without a maintenance contract:
Please call 01872 300205 for support during this period.
During this period we will respond to fault calls on a best endeavour basis with technical telephone support available on 23rd, 24th, 27th, 30th, 31st December and 2nd & 3rd January, for calls made before 1pm. Additional support will be at our engineers’ discretion. Full telephone support will be available upon our return to the office on Monday 6th January. If a visit is required this will be booked with our next available engineer.
If you would like the reassurance of a 12 month maintenance contract commencing before this period please email Tom before Wednesday 18th December.
Clients with a maintenance contract:
Please call 01872 300205 for support during this period.
We recommend that all of our clients have a maintenance contract.
All maintenance contracts will receive priority emergency technical telephone support on 23rd, 24th, 27th, 30th, 31st December and 2nd & 3rd January, if calls are made before 1pm. Non emergency faults will be treated on a best endeavor basis with follow up from the week commencing Monday 6th January.
Bronze:
You will receive both telephone support on the 23rd, 24th, 27th, 30th, 31st December and 2nd & 3rd January, as well as the weekends (this excludes public holidays). If you require onsite support we will attempt to help you on a best endeavor basis, once an engineer is available you will benefit from reduced call out fees as normal. If an engineer cannot attend site during this period you can expect follow up during the week commencing Monday 6th January.
Silver:
Again telephone support is available on the 23rd, 24th, 27th, 30th, 31st December and 2nd & 3rd January, as well as the weekends (this excludes public holidays). If your fault warrants an emergency call out, Source Energy engineers will be available within 1 day of fault call being placed excluding weekends and bank holidays. i.e. If you call before 1pm on Tuesday 24th December you should expect engineer support on Friday 27th December. You will also benefit from reduced call out charges.
Gold:
Throughout this whole period you will receive same day emergency telephone support for calls made before 1pm. In an emergency an engineer will attend site within 24 hours, regardless of weekends and public holidays.
See more information on our maintenance contracts here >>
If you would like to upgrade your current contract please email Tom before Wednesday 18th December.
