Question 1

How do I book a service?

Accepted Answer

Booking takes a few minutes: Sign in, or create a free account. Choose the service you need and enter your property details and postcode. Compare engineers, then pick one and choose a date and time. Pay securely by card to confirm the booking. You'll get a confirmation email, and the booking appears under Bookings in your dashboard.

Question 2

Do I need an account to book?

Accepted Answer

Yes. You need to be signed in to book, so we can keep your bookings, certificates and messages in one place. Creating an account is free.

Question 3

How do I pay?

Accepted Answer

You pay by debit or credit card when you book, through Stripe, our secure payment provider. Prices are in pounds and the price you see is the price you pay, with no extra fees at checkout. Your time slot is held for 30 minutes while you complete payment. If you don't finish paying in that time, the slot is released.

Question 4

Will I get a receipt?

Accepted Answer

Yes. Your booking confirmation email shows the amount you paid, and every paid booking has a Receipt button in your dashboard under Bookings. Open it to print the receipt or save it as a PDF. If you need anything else for your records, contact us with your booking details.

Question 5

Why does a service say "Coming soon"?

Accepted Answer

A service can only be booked once we have verified engineers offering it. Until then it shows as coming soon. Please check back, or contact us and we'll let you know when it's available.

Question 6

Where can I find my booking details?

Accepted Answer

Everything about your booking is in your confirmation email and under Bookings in your dashboard, including the date and time, your engineer and the price.

Question 7

How do I reschedule my appointment?

Accepted Answer

Sign in and go to Bookings. Select Reschedule on the booking. Choose a new date, then pick one of the available time slots. You can reschedule free of charge up to 24 hours before your appointment. Your engineer is told about the change straight away. To change an appointment that's less than 24 hours away, please email us.

Question 8

How do I cancel my appointment?

Accepted Answer

Sign in and go to Bookings. Select Cancel on the booking. Optionally tell us why you're cancelling, then confirm. You can cancel online up to 24 hours before your appointment and you'll get a full refund automatically. To cancel an appointment that's less than 24 hours away, please email us.

Question 9

Can I message my engineer?

Accepted Answer

Yes. Once your booking is confirmed, select Message on the booking or open Messages in your dashboard. It's the quickest way to share access details or ask a question before the visit.

Question 10

What if my engineer is late or doesn't arrive?

Accepted Answer

Message your engineer from your booking first. If you can't reach them, email us with your booking details and we'll help you sort it out, including rebooking or a refund if the visit didn't happen.

Question 11

When and how will I receive my certificate?

Accepted Answer

Your engineer uploads the certificate after completing the job. As soon as they do, we'll email you and send a notification in your dashboard. You can download it any time from Bookings, using the Certificate button on the completed booking.

Question 12

My certificate hasn't arrived. What should I do?

Accepted Answer

Message your engineer from your booking to ask when it will be ready. If it's still not resolved, email us with your booking details and we'll chase it for you.

Question 13

Can I correct the information on my certificate?

Accepted Answer

Yes. Message your engineer from your booking and explain what needs changing. They can upload a corrected certificate to your booking. Some corrections may need another visit.

Question 14

What happens if my property fails the inspection?

Accepted Answer

Your engineer still uploads the report, and records what needs fixing and, for an EICR, the date it must be done by. In England that is within 28 days of the inspection, or sooner if the report says so. We'll email you the details, show them on your booking and remind you before the date. You're paying for the inspection itself, so a failed result isn't refunded. The engineer has done the job, and the report tells you exactly what needs putting right. Your engineer may send you a quote for the remedial work, which you can accept or decline on your booking. If you accept, you arrange the date and pay the engineer directly. RentalComply doesn't take payment or a fee for remedial work, and the contract is between you and the engineer. You can also use any other suitably qualified contractor. When the work is done, upload the completion certificate to your booking (your engineer can do this too). Your report then shows the work as done, the reminders stop, and you have both documents together if your tenants or the council ask for them.

Question 15

How long are certificates valid?

Accepted Answer

An EPC is valid for 10 years, an EICR for 5 years and a Gas Safety Certificate for 1 year. PAT testing is recommended every year. Your engineer may recommend an earlier date depending on what they find. For smoke and CO alarm checks and HMO fire risk assessments we remind you every year, and for legionella risk assessments every 2 years. Smoke and CO alarms must also be checked at the start of every new tenancy, so book a check whenever new tenants move in.

Question 16

Which certificates does my property need?

Accepted Answer

Every rental property in England needs an EPC, an EICR, working smoke and carbon monoxide alarms and a legionella risk assessment. It needs a Gas Safety Certificate if it has gas, and a fire risk assessment if it is an HMO (a house in multiple occupation). Tell us whether each property has gas and whether it's an HMO, and your property page shows exactly what it needs, what's due and what's missing.

Question 17

Will I get a refund if I cancel?

Accepted Answer

Yes. If you cancel online more than 24 hours before your appointment, you get a full refund to the card you paid with, including any fees. It's issued automatically and usually reaches your account within 5–10 working days. If you hadn't finished paying, there's nothing to refund and the booking is simply cancelled.

Question 18

How do I ask for a refund for another reason?

Accepted Answer

Email us with your booking details, what went wrong and any photos or documents that help. We'll look into it with the engineer and let you know the outcome by email.

Question 19

My property was damaged or something went wrong with the job

Accepted Answer

Please tell us as soon as possible. Email us with your booking details and photos or other evidence, and we'll work with you and the engineer to put it right.

Question 20

How are engineers checked?

Accepted Answer

Every engineer is verified before they can take bookings. We check: Their business details and photo ID. The right accreditation for each service, such as Gas Safe registration for gas safety or an approved scheme for EPCs and EICRs. A DBS check no more than 3 years old and in-date public liability insurance. We track when documents expire, and an engineer can't take new bookings if theirs lapse.

Question 21

How do I leave a review?

Accepted Answer

After your appointment, go to Reviews in your dashboard. Give your engineer a rating from 1 to 5 stars and a short comment. You can leave one review per booking, and it helps other landlords choose.

Question 22

I'm not happy with the work. What can I do?

Accepted Answer

Let your engineer know through Messages first, as they can often fix things quickly. If that doesn't resolve it, email us with your booking details and any evidence and we'll investigate.

Question 23

I can't sign in or I've forgotten my password

Accepted Answer

Go to Sign in and choose the customer login. Use the email address you registered with. If you've forgotten your password, use the "Forgot password" option on the login screen to get a reset link by email. If you still can't get in, email us from the address on your account.

Question 24

How do I update my details?

Accepted Answer

Go to Profile Settings in your dashboard to update your contact details.

Question 25

My account says it has been paused or blocked

Accepted Answer

Please email us and we'll explain why and what you can do next.

Question 26

How do I delete my account?

Accepted Answer

Go to Profile Settings in your dashboard and choose Delete my account. You'll need to cancel any upcoming bookings first, and engineers need any outstanding payouts to have been paid. Once it's deleted you'll lose access to your bookings and certificates, so download any certificates you need first. You can also email us from the address on your account and we'll delete it for you.

Question 27

What is RentalComply?

Accepted Answer

RentalComply is a marketplace that connects landlords and property owners with verified engineers for EPCs, EICRs, Gas Safety Certificates, PAT testing, smoke and CO alarm checks, legionella and fire risk assessments, and plumbing. You can compare engineers, see reviews, book online at any time and keep all your certificates in one place.

Question 28

Does it cost anything to use RentalComply?

Accepted Answer

Creating an account and comparing engineers is free. You only pay for the service you book, and the price you see includes our fee, so there's nothing extra to pay.

Question 29

Which areas do you cover?

Accepted Answer

We work with engineers across the United Kingdom. Enter your postcode when booking to see who is available near you.

Question 30

How do you use my personal information?

Accepted Answer

We use your details to manage your bookings. We share them with the engineer you book so they can carry out the job, and with the companies that help us run the site, such as our payment provider. We never sell your information. See our privacy policy for full details.

How can we help?

Booking & payment

Appointments

Certificates

Refunds

Engineers & reviews

Your account

About RentalComply