‘I’m not made of money’: My heating engineer didn’t fix my radiators on his first visit. Do I pay him a second time?
Short answer: it depends on what you agreed and whether the first visit was carried out with reasonable care and skill. Under UK consumer law, you don’t have to pay twice for the same fix if the trader fell short. But you may have to pay for a return visit if the first appointment was a paid diagnosis and more work is genuinely needed.
How UK consumer law frames this
– Consumer Rights Act 2015 (CRA) covers services. Traders must perform with reasonable care and skill (s49), within a reasonable time (s52), and for the agreed price or a reasonable price if none was agreed (s51).
– If a service isn’t carried out with reasonable care and skill, you’re entitled to a repeat performance at no extra cost (s55), within a reasonable time and without significant inconvenience. If that’s impossible or not done properly, you can seek a price reduction or partial refund (s56).
– Any specific promises made about what’s included or what will be achieved can become binding (s50).
– If parts were supplied, those must also be of satisfactory quality and fit for purpose. If a part fails prematurely or was the wrong part for the job, you can ask for a repair/replacement or a refund for the faulty part.
When you probably shouldn’t pay twice
– Fixed-price to “fix the radiators”: If you were quoted or promised a set fee to get your radiators working and they’re still not working, the engineer should put things right at no extra labour charge, unless the job clearly fell outside the agreed scope and that was explained. You may still owe for additional parts that were not contemplated if you agree to them, but not a second labour fee for the same promised outcome.
– Misdiagnosis or poor workmanship: If the engineer installed the wrong part, didn’t follow reasonable diagnostic steps, or left the system in the same or worse state, they should return and correct it without charging more for labour. If they can’t or won’t, you can seek a price reduction or partial refund and hire someone else.
– Promised “no fix, no fee”: If this was agreed (in writing or provable by messages/ads), you shouldn’t be charged unless the issue was fixed as defined by the agreement.
When a second charge can be reasonable
– Pay-as-you-go diagnosis: Many heating engineers charge a call-out and first-hour fee to diagnose. If they investigated diligently, identified a likely fault, and the solution requires parts or more time, you’ll usually pay for the first visit and again for the additional work. Diagnosis is work in itself.
– Scope-limited tasks: If you booked a specific task (e.g., “bleed radiators” or “balance the system”), and the real problem is sludge, a failing pump, a stuck TRV, or a blocked pipe, the first task can be completed correctly yet not cure the broader issue. Further work is a separate job and billable.
– Unforeseen complications: Older systems can conceal multiple faults. If an engineer reasonably couldn’t complete the fix without a part they didn’t have, returning to fit it is often an additional charge—unless you had a fixed-price repair covering repeat attendance.
Questions to ask yourself before agreeing to a second visit
– What exactly did we agree? Check texts, emails, quotes, and the job description on the invoice. Was it a fixed-price repair to “get the heating working” or a time-based diagnostic visit?
– What did the engineer actually do? Did they test pumps/valves, check boiler pressure and flow/return temperatures, bleed and balance, inspect TRVs/lockshields, and confirm power to zone valves? Reasonable care and skill matters.
– Did they clearly explain the fault and next steps? A credible diagnosis with a parts list and labour estimate is a good sign. Vagueness after chargeable time is not.
– Was a wrong part installed? If so, correction should be at their cost.
– Are you being charged again just for travel/time because they didn’t bring a common part? That can be acceptable if the job wasn’t quoted as fixed-price and the part isn’t typically stocked, but you can ask for the second labour charge to be waived as goodwill.
How to handle the return visit
– Pin the scope and price in writing. Ask for:
– A clear diagnosis, the work to be done, and the outcome expected (e.g., “all radiators to heat fully” or “replace failed pump”).
– A total price or firm estimate, including parts and labour, and whether a second labour charge applies.
– What happens if this doesn’t fix the issue—will return labour be free under repeat performance?
– Any guarantees on parts and workmanship.
– Ask whether the initial fee will be offset. Many traders will deduct the diagnostic fee from the repair if you proceed with them.
– Clarify timelines and any need for system chemicals, flushing, or balancing post-repair.
If the engineer insists on a second fee and you think that’s unfair
– Pay the undisputed part. If part of the invoice is fair (e.g., diagnostic time) but you dispute the second labour charge for the same fix, say so in writing and offer payment of the undisputed amount.
– Use your CRA rights. State that you’re requesting repeat performance at no extra cost because the service wasn’t carried out with reasonable care and skill or didn’t deliver the promised outcome.
– Escalate politely:
– Ask for their complaints process and whether they’re a member of an ADR scheme or trade body.
– If gas work was involved and you have safety concerns, check Gas Safe Register and consider a complaint on safety grounds (fees/disputes themselves are not Gas Safe’s remit).
– If you paid by credit card (over £100), Section 75 may help. Otherwise, consider a chargeback via your bank for clear misrepresentation.
– Keep records: messages, photos of cold radiators, temperature readings, and any test results they shared.
– As a last resort, send a letter before action and use the small claims track if you have solid evidence they breached the CRA.
How to avoid this next time
– Ask for a fixed-price repair or a “diagnostic fee deducted if we proceed” arrangement.
– Get the scope in writing, including what success looks like and whether multiple visits are included.
– Request photos, readings, and a written diagnosis before authorising parts.
– Confirm whether the engineer carries common parts (pumps, TRVs, zone valve motors) and whether a return visit fee applies if a part must be ordered.
– Get two or three quotes for non-urgent work. Look for clear pricing and guarantees.
Bottom line
– If you paid for a fix and didn’t get one, you shouldn’t pay again for the same labour—ask for repeat performance at no extra charge under the Consumer Rights Act.
– If you paid for diagnosis/time and more work is genuinely needed, a second charge can be reasonable.
– The contract terms and the engineer’s care and skill decide which side of that line your case falls on. Put everything in writing before the second visit and don’t be afraid to negotiate.
