Home is where the heat is: stories from our boiler engineers

21 February 2024 | Lara Kavanagh

Our engineers are at the heart of what we do. They’re out and about helping customers like you every day, all across the country.

We wanted to know more about their day to day, so we asked our fleet of hardworking Gas Safe registered engineers about their most memorable home visits. From a Christmas road trip to grocery shopping for snow-bound customers, here are some of our favourite engineer tales from the road.

OVO engineer talking to customer in the kitchen

Fixing the fault... and making someone’s day

From quick fixes to tricky repairs, our boiler engineers work tirelessly, sometimes spending hours on a single job to make sure it’s done properly. 42% of engineers say their longest single job was 10 hours or longer. They’re also on hand for your annual boiler service, one of our engineers’ top recommendations for keeping your boiler in good working order.

Boiler engineers are highly skilled professionals who take pride in their work. But their commitment goes way beyond technical expertise. They’re not just fixing machines – they’re bringing the comfort of home to people in need. Many of our engineers form genuine connections with customers, going above and beyond to make a difference in their lives. Engineer Mark is definitely one of them:

“When we’re sent to the same customers every year, we really build a good relationship with those customers, as they get to know us over the years. That’s what gives me the most pleasure from my jobs, and the customers really appreciate that connection with you.” - Mark

Another story came from Stewart, whose visit to a snowbound customer didn’t end at boiler servicing:

“An elderly customer had a service during a really bad winter. There was very heavy snow outside and she had no means of getting provisions. I carried out the service and went to the shops for her. I went a few times for her until the snow melted.” - Stewart

Then there are the winter jobs, at what can be a particularly isolating time for people living on their own. We loved the story from gas engineer Keith about one of his Christmas Day jobs:

“I had a call-out for a customer who was left with no heating on Christmas Day. She had no family nearby so I spent two hours with her, made her a cup of tea and had some cake, and also had a photo with her. She said I made her Christmas special.” - Keith

So there you have it: whatever your situation, you’re in good hands with our fleet of Gas Safe registered engineers.

Getting cover for your boiler and heating

We know how important it is to keep your home comfortable. That’s why we offer straightforward boiler and central heating cover. All of our plans come with unlimited call-outs, access to a network of Gas Safe registered boiler engineers, and a 24/7 emergency helpline. You’re in good hands – we carried out over 120,000 repairs in 2023 alone1.

See our plans

Sources and references:

1As OVO group, we completed 122,799 repairs between Jan 1 and Nov 12, 2023.