Report A Problem

Please do not complete this form between the hours of 09:00am and 18:00pm Monday to Friday. Between these hours please call customer services on 0800 310 1034 for immediate assistance.

If there is an immediate risk of fire, injury or death please call 999.

If you are experiencing issues with the equipment that you currently have on hire from us and you require urgent assistance please use the following form to let us know.

This service is strictly for dealing with urgent enquiries only. Please ensure that you have read the guidance provided in the email sent to you shortly after booking and the information below before proceeding.

Examples of issues that can be dealt with using this service:

  • Leaks/punctures (hot tubs)

  • Heating issues (hot tubs) - Only over 48 hours after delivery

  • E02 error codes (hot tubs) - See below

 

Our out of hours team is only able to deal with E02 error codes after steps 1-4 on Lay-Z-Spa's website have been completed unsuccessfully. Click here to view the steps. There is also a useful YouTube video available that can be viewed here. The "steps 1-4" referred to above are the steps on Lay-Z-Spa's website, not the steps in the YouTube video.

PLEASE NOTE: We provide brand new filters for every hire and each filter will last for between 1 and 2 weeks.

  • Loose guide ropes (gazebos/marquees)

  • If the equipment has been damaged/lost/stolen

Examples of issues that can't be dealt with using this service:

 

Our out of hours team are not able to deal with these issues. Please do not submit this form regarding one of the below examples as you will not be contacted until customer services reopens.

  • Heating issues (hot tubs) - Only under 48 hours after delivery

  • Filter/chemical maintenance (hot tubs) - See below

 

Customer services will be happy to provide guidance regarding this when open but you are responsible for the maintenance of the hot tub whilst you have it.

  • Deliveries/collections

  • Complaints regarding a hire that has now ended

  • Questions regarding an upcoming booking

  • New hire/event enquiries

  • Hire extensions

Please be advised that you may incur a £25.00 plus VAT (£30.00) call out charge if a driver is called out unnecessarily. This charge is applicable as soon as the call out has been confirmed.

The name and hire agreement reference number provided below must match the information that we hold on file or your issue will not be dealt with until customer services reopens. Your hire agreement reference number can be found in the email sent to you shortly after booking.

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If you are reporting an issue with a hot tub you must provide images of the following or your issue will not be dealt with until customer services reopens:

  • The hot tub's filter cartridge (out of the filter housing)

  • The water level in the hot tub

  • The heater unit's screen (turned on)

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