Supporting Customers and Installers 

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

Important update:

In line with the recent updates from the Welsh Government the following guidelines will apply to all service orders in Wales:

  • We will only be attending no Heating and/or no domestic hot water callouts
  • Out of warranty callouts can continue as long as they are considered no heating and/or no domestic hot water as above
  • Any planned maintenance work will be rearranged until after Monday 9th November
  • Our engineers can travel in and out of Wales as long as it is for work purposes

These guidelines will be in place from Friday 23rd October 1800 until Monday 9th November 0800

Viessmann Statement :

In response to 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. 

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 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, 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 allowed a 6 month window from the start of lockdown in March, 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.      

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


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