Supporting Customers and Installers 

Strengthened together into the future - we are there for you!

Viessmann Statement :

In response to the latest guidance and advice from the UK Government and Public Health England, we’ve added some practical steps in order to protect both our customers and colleagues. We are still monitoring the latest updates and advising both our teams at head office, and our colleagues in the field who are actively visiting households to provide maintenance and support.

Our approach:

We will be prioritising those who have an urgent need for heating and hot water in the first instance, with the resources we have available. If you are currently self-isolating, or suspect that you might be suffering from Coronavirus, we ask that you advise us when booking an engineer visit so that we can plan accordingly.

To protect you:

We ask our customers to practice social distancing and avoid personal contact when an engineer visits your property. This will reduce the chance of catching Coronavirus if no symptoms are apparent. We are also providing our engineers with regular updates in accordance with the latest government guidelines. They have also been made aware of employer guidance and in particular the government’s “Guidance on social distancing for everyone in the UK and protecting older people and vulnerable adults.”

Our engineers may also still be impacted over the coming weeks and in turn, if they display any symptoms they will also be self-isolating. We appreciate that this may stretch our ability to attend every call out. By adopting robust measures we hope to keep as many engineers available to support vulnerable customers in need of our help.

Boiler Warranty and Service

We understand that some customers may have difficulty getting their boiler serviced during the Coronavirus lockdown and that the delay to the annual service may breach the terms of the product warranty. We are taking a common-sense approach and are currently allowing a three month extension window, to support customers. We will continue to review this window as more information becomes available regarding the duration of the lockdown and will extend if necessary.      

Heating guidance for Firms returning from lockdown

After 8 weeks or more in lockdown many Firms, shops and offices starting to open up getting staff back to work imposes a potential risk to legionella. Unused water in pipes stagnated in water systems and needed to be managed before allowing staff back into the workplace.

Please ensure you take these precautionary measures and if you require more information, please visit the HSE website: https://www.hse.gov.uk/legionnaires/

Water left in pipes and cylinders

Implementing simple, proportionate and appropriate control measures will ensure the risk remains low. For most domestic hot and cold water systems, temperature is the most reliable way of ensuring the risk of exposure to Legionella bacteria is minimised ie keep the hot water hot, cold water cold and keep it moving. Other simple control measures to help control the risk of exposure to Legionella include:

  1. flushing out the system prior to letting the property
  2. avoiding debris getting into the system (eg ensure the cold water tanks, where fitted, have a tight fitting lid)
  3. setting control parameters (eg setting the temperature of the hot water cylinder (calorifier) to ensure water is stored at 60°C)
  4. make sure any redundant pipework identified is removed.

The risk is further lowered where instantaneous water heaters (for example combi boilers and electric showers) are installed because there is no water storage.

Changes to our business:

Viessmann is fully operational and we continue to provide reliable and expedient after sales care and technical advice to all our customers. Our service engineer network remains at full operational capacity and our technical advice line is open to assist installers in their daily operations. Furthermore, our internal sales function continues to assist our stockists, customers and logistics partners to ensure reliable deliveries.

All installer training at the Viessmann Academy in Telford is postponed until further notice. As soon as replacement dates are available for training at our facility, we will be contacting installers directly, to offer an opportunity to rebook. To further support installers we are now moving some of our courses online, further details can be found our Training Academy page.

Here are contact details to help you reach the right team at Viessmann. 

After Sales:

Email: aftersales-uk@viessmann.com
Tel: 01952 675060

Technical Support,
Where possible please direct your enquiries via email in the first instance:

Email: technical-uk@viessmann.com
Tel: 01952 675070

Spares:

Email: spares-uk@viessmann.com
Tel: 01952 675013

Internal Sales:

Email: domsales-uk@viessmann.com
Tel: 01952 675010

Email: comsales-uk@viessmann.com
Tel: 01952 675090

UK Office:

Hortonwood 30, Telford, Shropshire, TF1 7YP
Phone: 01952 675000
Email: info-uk@viessmann.com

Please note that customer service and technical support lines will not operate on Saturdays until further notice.

Thank you for your ongoing support and patience as we work through these challenges.

Please monitor our social media channels for further updates.

Twitter: @ViessmannUK Facebook: Viessmann