Response from Roberts Building Services Ltd. T/A RBS Plumbing & Heating Ltd:
The customer telephoned our office asking for a boiler service, we have a standard call out charge this is inclusive of any works completed up to one hour, the call out fee is not reduced if the work takes less than one hour to complete. Gas safety certificates are only issued when asked for on booking, usually we make an additional charge for this and the customer would have been told this when making the booking, ordinarily we only provide Landlords Gas Safety Certificates for dwellings that are rented out, in accordance with legislation and have never been asked for a safety certificate for a private dwelling before, however as a gesture of goodwill we did issue a Landlords Safety Certificate to certify the work we had completed and the tests we had carried out. Having had a conversation with CORGI there is no gas safety certificate available for a HIP pack following a boiler service, only following an installation. As RBS did not install the boiler we would not be able to offer such a certificate, if the boiler was installed after April 2005 the customer should approach the original installer for a certificate, prior to April 2005 (when the legislation relating to boiler installation was implemented) the Benchmark document of installation would be all that is required for a HIP pack. Obviously we would express regret to the customer that this information was not communicated on booking and apologise for the confusion and inconvenience caused.