Missed Appointments

We know it is frustrating when this happens. So, when a repair appointment is missed or cancelled by Axis, and you are not told Axis will automatically send you a shopping voucher within 28 days. It’s as simple as that.

So, a £10 shopping vouchers will be paid if:

  • an appointment is missed for routine repairs.
  • an engineer fails to turn up for your Annual Gas Service.

 

What if I Don’t Receive my Funds?

Although this should be automatic, if you don't receive a voucher, please contact Axis and let them know an appointment has been missed on 0808 169 1969. They will go through the dates and times with you and they are responsible for sending any vouchers out. 

Sometimes, that might not quite make everything right. If you're not happy with the response or don't receive the voucher after this, then please let us know by e-mailling us. We'll look at what happened and let you know what we find. 

 

What is a Missed Appointment?

The appointment is “missed” if the engineer:

  • doesn’t communicate they won't attend on the day. 
  • arrives more than an hour late for the appointment and no one told you about the delay.
  • calls to cancel less than 2 hours before the end of the appointment time.

 

What if the Engineer is Late?

If Axis calls you up to an hour before the appointment time, then it is not classed as a missed appointment.

 

What if I Forgot or was Out When the Engineer Turned Up?

We call this a "No Access" appointment. No Access appointments can be costly in both time and money and stop others from having their repairs seen to. It's no trouble if you need to rebook or cancel an appointment, just let us know on 0808 169 1969.

 

How Will I Know if the Engineer is Going to be Late?

If the engineer is running more than an hour late – then you’ll get a call by the times show below: 

All Day - 8am-5.30pm - call by 4.30pm
Morning - 8am-12pm - call by 11am
Afternoon - 12pm-5.30pm - call by 4.30pm
Specified time - eg 2pm - call by eg 1pm

If Axis has to cancel an appointment, they need to give you two hours' notice before the end of the appointment, or as soon as possible for specific appointments before 10am or by 12.30pm for an all day appointment. 

All Day - 8am-5.30pm - call by 12.30pm
Morning - 8am-12pm - call by 10am
Afternoon - 12pm-5.30pm - call by 3.30pm
Specified time - eg 2pm - call by eg 12pm