In short
If you do not know which mechanical system has failed, describe the symptoms rather than guessing the cause. Tell the engineer what the building has lost (heating, hot water, ventilation, cooling or water pressure), which areas are affected, what alarms or fault codes are showing and when it started. That lets the team identify the likely system and arrange the right assistance.
Is it urgent?
Call now if
- The building has lost heating, hot water, ventilation, cooling or water pressure
- Several systems have stopped at once
- There are leaks, burning smells, steam or unusual noises from plant
- Critical spaces or vulnerable occupants are affected
Usually suitable for scheduled work
- A comfort complaint in one area with plant running normally
- Planned maintenance, servicing or inspections
- Advice on preventing future breakdowns
Start with the symptom
| What the building has lost | Most likely systems | Page |
|---|---|---|
| Heating and hot water | Boilers, pumps, pressurisation, controls | Boiler repairs |
| Heating in some areas only | Distribution, valves, zone controls | Heating repairs |
| Ventilation or cooling | AHUs, fans, chillers, controls | HVAC repairs |
| Water pressure | Booster sets, tanks, valves | Water pressure failures |
| Several services at once | Plant room, power, controls | Plant room repairs |
| Plant will not start, alarms everywhere | Controls and BMS | BMS faults |
What to tell us when you call
- The building address and postcode.
- What the building has lost and which areas are affected.
- Alarms, fault codes and gauge readings.
- When it started and anything that changed beforehand.
- Access arrangements and the on-site contact.
What happens after you call
The team discusses the fault with you, gives safe interim advice and confirms what assistance is available, including whether and when an engineer can attend. Attendance is not automatic: it depends on location, engineer availability and site access, and is agreed on the call.
Safety first
Gas, CO, fire or electrical danger. If you smell gas or a CO alarm sounds, leave the area and call 0800 111 999. If there is fire or a risk to life, call 999. Our contact line does not replace the emergency services.
After the emergency
Ask for a written record of the cause and the work done, and review whether planned maintenance covers the equipment that failed. See emergency preparation.
Mechanical Breakdowns: frequently asked questions
What commercial mechanical emergencies can require an engineer?
Typical examples are boiler breakdowns, loss of heating or hot water, HVAC or ventilation shutdowns, pump failures, pressurisation faults, plant room leaks, flue faults and BMS failures that stop plant operating.
How do I describe a fault if I do not know what has failed?
Describe what the building has lost, where, since when, what alarms or codes are showing, and what you can see or hear in the plant room. Photos of displays and gauges are very helpful.
What affects the cost of emergency commercial engineering work?
Typical factors include the time of day and day of week, travel and access, the time needed to diagnose and repair, parts and their availability, and whether specialist equipment or more than one engineer is required. Charges are explained before attendance is arranged.
How should a Facilities Manager prepare for an engineer's visit?
Arrange access to the plant room and roof, a site contact, parking and any permits or inductions. Have asset information, the asbestos register and recent maintenance records ready, and keep the alarm list and photos of displays.
Can planned maintenance reduce the likelihood of emergency callouts?
Yes. Regular servicing of boilers, pumps, pressurisation units, flues and controls finds wear and faults before they cause failures, although no maintenance regime can prevent every breakdown.
UK guidance and references
Primary and industry sources relevant to this subject. Always check the current edition and how it applies to your building.
- Workplace temperatures Health and Safety Executive
- Gas safety Health and Safety Executive
- Electrical safety at work Health and Safety Executive