Frequently Asked
Questions
These FAQs are designed to address the most common concerns and questions you might have, enhancing transparency and building trust in our services. Adjustments can be made to better fit your specific business model and client needs.
Frequently Asked Questions (FAQs)
1. What types of emergencies do you handle?
We handle a wide range of property emergencies, including plumbing issues (e.g., burst pipes, leaks), electrical faults, heating failures, gas problems, lockouts, and more.No matter the type of crisis, our team is equipped to provide fast and effective solutions.
2. How quickly can someone attend to an emergency?
Our response times depend on the nature of the issue. Our call handlers are available 24/7 to assess your emergency and offer triage self help, or dispatch a local contractor from our nationwide network of contractors. Depending on your service level we aim to have someone on-site as quickly as possible, often within 1–4 hours for urgent cases.
3. How do I report an issue?
Issues can be reported via our 24/7 hotline, our online issue reporting portal, or directly through our mobile app. All platforms are monitored round the clock to ensure prompt attention to your emergencies, typically within 15 miniutes.
4. How do I access the online portal or mobile app?
Our online portal is accessible through our website, while our mobile app is available for download on iOS and Android. The NECOS app provides quick access to self-help solutions, the ability to report emergencies directly, and real-time updates on issue resolution. It’s a convenient way to manage and monitor all your property emergencies. Simply create an account to start reporting issues and accessing additional features.
5. Do you cover all areas in the UK?
Yes, we provide nationwide coverage through our trusted network of local contractors, ensuring a fast and reliable response no matter where your property is located.
6. Are your contractors vetted and qualified?
Yes, all contractors in our network are thoroughly vetted and must meet strict qualifications, including certifications, insurance, and a proven track record of quality and reliability.
7. What should I do if an emergency occurs after business hours?
Our services are available 24/7, including holidays and weekends. You can report emergencies at any time via our hotline, website, or app.
8. What does the call-out fee include?
Call-out fees typically cover the cost of the contractor's visit and an initial assessment of the emergency. Any additional repairs or services required will be quoted separately.
9. Can I choose not to use your contractor after their assesment.
You are under no obligation to proceed with repairs after an assessment. However, the initial call-out fee is non-refundable as it covers the contractor's time and travel.
10. How can I track the status of my reported issue?
Once you report an issue, you can track its status through our online portal or mobile app. You'll receive regular updates as your issue is being resolved.
Once the issue is resolved, we’ll provide you with a detailed report, including the work carried out, associated costs, and any recommendations for future maintenance.
Once the issue is resolved, we’ll provide you with a detailed report, including the work carried out, associated costs, and any recommendations for future maintenance.
11. Do you offer any service guarantees?
Yes, we guarantee that all repairs are carried out to the highest standards. If you are not satisfied with the quality of work, please contact us immediately for follow-up action.
12. What happens if the issue reoccurs after a repair?
We offer warranties on most repairs. If a problem persists after our intervention, we will send a contractor back to reassess and resolve the issue at no additional cost, depending on the, the issue, if it is tenant damage or misuse and warranty conditions.
Still have questions? Contact us today, and our friendly team will be happy to assist
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