We have a new gas contractor - here’s what it means for our customers | News

From Wednesday, 1st October 2025, we'll be working with a new heating and hot water servicing partner Sureserve. 

We have written to all customers updating them on the new gas contractor and the letter includes some questions and answers that will answer any questions you may have.

This change follows a planned update to our services, shaped by customer feedback, and will bring improvements to how we carry out heating and hot water servicing checks and repairs in customers' homes.  

Karen Dooley, Magenta's Interim Chief Operating Officer said: Our customers are at the heart of everything we do and this new partnership with Sureserve reflects our commitment to doing the right thing, listening to feedback, and continually improving the services people rely on. Together with Sureserve, we'll deliver a joined - up and personable experience for customers, from gas servicing and heating repairs to wider safety checks that help s keep homes safe, warm, and well looked after. It's a partnership built on shared values, trusted expertise, and a focus on delivering high-quality services for the people and communities we serve.    

Sureserve is an experienced gas and heating service partner who will help keep customer's homes safe and energy efficient. They provide high-quality customer service, focusing on safety, comfort, and compliance.  

What's changing?  

From 1st October 2025:  

• Sureserve will carry out your annual safety check and handle any heating related repairs (like issues with your heating, boiler, or hot water).  

• You'll notice different uniforms and vans - Sureserve colleagues always carry ID, that will be clearly displayed and presented on arrival. If you're unsure, you can always contact us for reassurance.  

• During your annual safety check, Sureserve may also carry out extra checks for damp, mould, and water safety (Legionella) and test your smoke and Carbon Monoxide alarm (where applicable) - helping keep your home safe and keeping the number of appointments to a minimum.
  

Do you need to do anything?  

No, you don't need to do anything. Sureserve will write to you with your next annual safety check appointment when it's due.

If you need help with a heating, boiler or hot water issues, please continue to contact Magenta Living in the usual ways:  

• Online - MyMagenta portal

• Email - contactus@magentaliving.org.uk  

• Call - 0808 100 9596  

We 're here to support you, so always call us directly in an emergency.  

As always, if you smell gas, suspect a carbon monoxide leak, or know a gas pipe has been struck, call the National Gas Emergency Service immediately on: 0800 111 999 (available 24/7).