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How to Book, Reschedule, and Prepare for an Engineer Visit

This article explains how engineer fault visits and appointment scheduling are handled and what to expect when booking or rescheduling.

How do I arrange an engineer fault visit and propose availability?

Arrange a visit by contacting tepeo support with your available days and times; the team will book an appointment and confirm an ETA window. Support may offer weekday specific morning/afternoon windows depending on engineer availability.

Steps:

  1. Provide the days and times you can be at home (for example: “Wednesdays or Thursdays at 8:00” or “afternoons”).
  2. Support will confirm an available date and add the appointment to the engineers diary.
  3. Support will send a confirmation message with the scheduled date and an approximate ETA window (for example: 8–10am, 10:30–11:30am or 12–3pm).


What happens if an appointment is cancelled or needs rescheduling?

Appointments can sometime be cancelled or reprioritised, for example:

  • Engineers may be diverted to higher‑priority jobs where customers are at risk of having no heating, are vulnerable or have young children.
  • Vehicle or logistical issues can prevent an engineer finishing scheduled work on the day.

When this happens, support will contact you to rearrange the visit. and explain the change.

What support will do:

  • Notify you of the cancellation and reason.
  • Ask for your availability to reschedule.
  • Offer alternative dates (example: next Monday, Tuesday, Friday; or specific calendar dates).

Can appointments be coordinated to reduce travel or be scheduled around other local work?

Scheduling can be coordinated so engineers work in the same area on the same day to reduce travel and carbon emissions. Support may schedule visits on days when the team is already working locally.