Dear [Customer Name],
Thank you for raising your repair request and for choosing PlusHeat as your service provider.
You are currently covered under our Emergency Plan, which provides assistance for sudden and unexpected events that, if not addressed promptly, could cause property damage, pose a personal risk, or create a health and safety hazard.
Based on the information provided, your reported issue does not indicate a complete loss of facility and is therefore not classified as an emergency. As such, it is not covered under your current plan.
Although this falls outside your plan, you have the following options:
Out-of-plan attendance: We can arrange for an engineer to attend at a charge of £79 for the first hour. Any additional labour or parts required would be chargeable thereafter, with costs communicated before proceeding.
Plan upgrade: Alternatively, you may choose to upgrade to a Maintenance Plan, which offers broader cover. One of our consultants can assist via email or over the phone. This would involve an increase in your plan cost.
Independent contractor: You may choose to appoint a local qualified engineer to assess and resolve the issue.
We understand this may be disappointing, and we appreciate your understanding. Our goal is always to support you as best we can.
If you would like to proceed or discuss your options, please contact us:
Kind regards,
PlusHeat Support Team