What Work is Covered in a 24/7 Emergency Call Out Service?

What Work is Covered in a 24/7 Emergency Call Out Service?

Posted on April 22, 2024

What is Classed as an Emergency Call Out?

Let’s break down Aura Heating’s call-out priorities in an easy-to-understand way without diving into the specifics of how quickly they show up, except for emergency situations.

Top Priority

Emergency Call Outs: This is for the “oh no!” moments!

If you’re experiencing a water or gas leak, Aura Heating provides a 24/7 service to rectify the problem. A gas leak is a dangerous situation and requires immediate action, so don’t hesitate to call the nationwide Gas Emergency Services helpline on 0800 111 999. Open doors and windows at your property to ventilate it, don’t use any electrical switches, and preferably evacuate until an engineer arrives.

Similarly, if a water pipe bursts or you have a leak you can’t stop, our heating engineers will prioritise your problem. Call us on 02392 252171 and while you wait for an engineer, turn off your stopcock by turning it clockwise. If you don’t know where the leak is coming from, we recommend turning your heating off too. You may also want to switch off the electricity in the rooms that are affected by the leak.

Aura Heating is all hands-on deck, 24/7, to tackle these, so don’t hesitate to call if disaster strikes.

Next Up

Urgent Repairs: If your heating or hot water has completely failed you and there’s no plan B available at your place, you’re next in line. While our team doesn’t operate a 24/7 emergency call out service for this kind of repair, we will visit your property as soon as possible during business hours to get things running smoothly again.

Before giving us a call, remember to check your fuse box to ensure the switch to your boiler hasn’t tripped, and check the pressure gauge on the boiler. It should read 1 – 1.5 bar; if it doesn’t, adjust the pressure using the water valve. You may have to reset your boiler to get things going again and you’ll find instructions on how to do this in the manual.


Standard Repairs: For issues that are a bit less dire, like if part of your heating isn’t working but it’s not leaving you in the cold, or you’ve got a backup option for hot water, AURA HEATING will schedule a visit to get things sorted, just without the same rush.

If your heating or hot water issue is less urgent, our team will still be able to visit you promptly. Sometimes part of a heating system can fail, leaving only one part of the house cold. Or you may be experiencing issues with your hot water, but you have a backup option. In these circumstances, Aura Heating will schedule a visit to get things sorted, just without the same rush.

Aura Care Plans

With our Aura Care plans, your repairs – including parts and labour – are covered. What’s more, you won’t be charged an excess fee when you need us. Our engineers work across Hampshire, Berkshire, Surrey, Sussex and Outer London, Portsmouth, offering emergency help around the clock for your peace of mind.