It's 7:30pm on a BH weekend Saturday, I've not long got in from a 12 hour shift to find I have no hot water. Quick check of the boiler, error code checked, couple of things tried but it's beyond my capabilities. Looked at my property paperwork and all I have is an email address. So it's Saturday evening on a BH weekend, I need my boiler fixing, all I have is an agent's email address and my landlord lives in France. What could possibly go wrong? So, with my expectations pretty low I fired off an email, thinking "that's it until Tuesday then". To my astonishment, 15 minutes later I got a reply. Couple of email back and forth and I had an engineer coming at 9am Sunday morning. The engineer took 5 minutes to pronounce the boiler dead and left, saying he'd send a quote. 15 minutes later I had an email - "sent the quote to your landlord, awaiting a reply". Another couple of emails and under 30 minutes later "our engineer will be with you at 9am Tuesday morning to fit a new boiler. So having reported the issue at 8pm Saturday night on a BH weekend I had a replacement boiler fitted and working by midday on the Tuesday. Wish all of my similar past experiences had been this good. Thank you to all involved.