New research from City Plumbing has revealed that digital tools are now a standard part of how plumbing and heating engineers prepare for and manage the winter surge in boiler and heating breakdowns. Over 60% of installers say they use online platforms to identify and source boiler spares, and a further third say they are open to doing so in the future, while more than half (57%) are using digital tools to diagnose problems with boilers or other
heating systems.

The data, taken from research with 500 heating and plumbing installers as part of the Taking the Temperature report, shows that digital support is fast becoming a frontline response to increasing customer demand, helping engineers narrow down likely faults, confirm compatible parts and cut the risk of repeat visits when workloads climb.

The findings also challenge the belief that larger firms mainly use digital tools. While usage does rise as businesses get bigger, sole traders are not far behind. Over half (56%) of sole traders already use digital platforms for spares as well as online diagnostic tools for boiler and heating breakdowns. A further third of smaller firms say they would consider adopting these tools. These figures rise to 59% for spares tools and 65% for boiler diagnostics in businesses with 10-49 staff.

The pressures behind this shift are also reflected elsewhere in the research. More than 84% of engineers say that fast access to spares is now more important to them than in previous years, with rising customer expectations and tighter job turnaround times likely drivers.

Speaking about the research and support available, Roz Kane, Managing Director for Group Spares at City Plumbing, said: “Heating season has arrived and plumbers and heating engineers are already feeling the pressure to get to call outs quickly and keep homes warm.

“Our research shows that many trades see the real value in digital tools that work alongside their own know-how. These tools help them work smarter when things get busy, which is as, if not more, important to smaller businesses as it is to larger companies. We would encourage anyone who is thinking about using them to give them a try.”

To help installers and their customers during the winter surge, City Plumbing offers a comprehensive spares service designed to support accurate diagnosis and fast access to parts. SparesFinder allows trades to get hold of what they need quickly using a searchable database of over 20,000 spare parts from over 160 leading manufacturers. Installers can then order the part using the merchant’s same-day, in-branch click-and-collect service, or order online before 7pm for next-day delivery.

Likewise, Fault Finder, which City Plumbing customers can currently trial free for 30 days, features a diagnostic database of 13,000+ gas, electric and oil boilers, helping engineers identify issues – and parts needed – before they step on site, improving first-time fix rates and efficiency. Fault Finder also integrates with the AI-powered digital triage platform Help me Fix, helping to reduce unnecessary callouts, and likewise improve first-time fix rates and
maximise engineer time.

Roz continued: “Alongside digital tools, branches and spares specialists are ready to help heating engineers who want to talk things through or who need support finding the right part.

Installers can visit their local City Plumbing branch to source parts or call the dedicated Spares customer service team, available seven days a week.

“As winter settles in, we will keep backing plumbers and heating engineers with access to stock, technical advice and digital services that help them stay in control during their busiest time of the year.”

For more support on spares, visit cityplumbing.co.uk/spares