There was some confusion about the appointment: I booked online and a day or two later received a phone call to say that they were having to postpone it and offered me a slot between 8.00 and 1.00 several days later, which I accepted. This was followed up by a confirmation email saying it would be any time during the day. As it happened, this was OK for me but it might not have been. And then we would have been back to square 1 again. It does seem that there is a bit of the right hand not knowing what the left is doing. However, when the engineer arrived he sorted the problem quickly and efficiently. However, he did not wear a mask, which I think anyone whose work takes them into many different houses ought to do as a matter of course.