What does it really mean to ‘take control of my tool hire’?
We believe that hiring equipment should be frictionless and that
you should feel in full control of the whole process. Everything about our
website and app is designed to achieve this – from our provision of delivery
times to fully customisable reports and much more…!
What are CH’s opening times?
are available to respond to your phonecalls, emails and online chat daily from
Monday-Friday from 06:30-18:00hrs (excluding Bank Holidays). The CH online
portal however is live day and night 365 days per year!
What areas to you cover?
serve London, so all sites within the M25 motorway (and the near vicinity) are
included in our delivery promise.
How do the promised delivery times work?
time promises are driven by live availability statuses and transport activity
data held within our network. This delivery time therefore varies throughout
the day, or at peak times.
Can CH deliver even sooner than the promised time?
time to time, CH is able to prioritise your delivery for even faster service!
Please ask us about this via chat, phone or email to ensure we give it the
special attention it deserves. ‘Special Priority’ deliveries come at a cost
which will be quoted to you at the time of order.
What ifI need a delivery at a later date and time?
problem. You can simply edit the chosen date and time when adding the equipment
to your Van, or when reviewing the order summary.
Does CH have an emergency or ‘out-of-hours’ service?
no committed ‘24/7’ service is currently offered, we strive to meet your every
need! Please share your challenge via chat, phone or email to give us an
opportunity to support.
I need to hire something not on your website, can you help me?
absolutely! We have many well-established links with trusted suppliers and are
happy to coordinate a cross-hire or put you in touch direct as appropriate.
Does CH repair customer’s own equipment?
not. Our repairs resources are 100% focused on keeping our fleet in tip-top
Can I book a visit from a CH representative to demonstrate your
We’d love to meet in order to understand your business better and how CH can
support. Please get in touch via chat, phone or email to set up a visit.
Can we open a Trade Credit Account? If so, how long does it take
please our Credit Application Form
Subject to two references’ responses and satisfactory ratings,
you should be ready to trade within 1 business day.
How do CH’s transport charges work?
charges are normally calculated according to site postcode location. Your
representative can provide more information on this once your account is set
Do I need insurance to hire equipment?
You should always ensure that you are insured for loss, damage or theft of the
Do you offer Damage Waiver? If so, how does it work?
Damage Waiver is a % surcharge applied to your hire equipment charges to cover
subsequent damage that may occur on site. Details may vary by contract so you
should ask your CH representative for information.
What are CH’s terms and conditions?
Terms and Conditions
I don’t currently have an account, how can I get set up and
order online with CH?
order online with CH you will need to both complete a Credit Account Application
and Register Online. You can complete an account form
My company has an account with City Hire. How do I get my login?
find out if your company administrator is registered and using the CH portal.
If your administrator has access, they will be able to set you up with a login
via Settings on their Dashboard. Alternatively, please chat, phone or email us
and we will coordinate this for you. (Please be aware that we have a duty to
always seek permission from someone with authority within your organisation
before granting access to the portal)
How do I manage permissions of different users for our company
for users can be set by your organisation’s administrator via Settings within
their Dashboard. For more information or to find out who your administrator is,
please contact us.
There appears to be a problem with my account - can you help me?
about this. Please contact us via chat, phone or email to enable us to rectify.
I need help setting up my account dashboard
– we’d love to help you get set up! Please contact us via chat or email to
arrange a walk through on the phone at a time that suits you.
Are these online prices specifically applicable to my account?
if you have a trade account and are registered online (check to see whether
your company name appears under your My Account’ page), the prices shown are
specific to your account.
What happens when I place an order online?
just the same as when you order through our customer services team, only you
are now in full control yourself! Once an order is confirmed by your
organisation two things happen immediately as follows: Your equipment order
instantly appears on a picking list for our hire control team to physically
locate and reserve your items and move them to the right loading bay. At the
same time our transport coordinators will be notified of the exact location, weight/size
information and time allocation of your delivery which enables the items to be
allocated to an appropriate delivery vehicle. Once done, your order status is
updated internally before your items are loaded onto the correct vehicle. At
the next opportunity, we will seek to inform your site contact of the scheduled
ETA (estimated time of arrival) via text or email.
What happens if something is out of stock after I place my
delivery promises online already reflect the live availability statuses of our
equipment. We watch these statuses carefully to ensure that we don’t let our
online customers down at any time. However, on the rare occasion that your
order is found to be out of stock, we will be sure to inform you at the
earliest possible opportunity and provide up to date information and
alternative equipment or delivery options. Although we are striving for
frictionless perfection online, we remain very human and customer focused
behind the scenes and will intervene wherever necessary!
How do I reset my password?
password can be readily reset via your ‘My Account’ portal.
How do I change my phone number or email address?
phone number or email address can be easily updated via your profile tab within
the ‘My Account’ portal. If you cannot access this due to permissions, please
contact your system administrator or contact us via chat, phone or email.
How do I manage my notifications?
notifications can be managed simply within your ‘My Account’ portal. If you
cannot access this due to permissions, please contact your system administrator
or contact us via chat, phone or email.
How do I amend the details on an order I’ve already placed?
your order has been successfully placed and you’ve received a confirmation
message, then you will not be able to amend this order online for security
reasons. Should you need to amend something, please contact us via chat, phone
or email and we’ll be pleased to handle this for you.
Does CH hire to Non-Account customers (i.e. ‘cash’)? If so, how
does this work?
we do serve Non-Account customers from time to time, but we always encourage
dealing with CH on a trade account basis wherever possible. Non-Account hires
are done on the basis of a deposit payment and suitable proof of
identification. These transactions cannot currently be processed via our online
portal, so please contact us via chat, phone or email with your enquiry.
How do you calculate deposit values on Non-Account hires?
values will be for the full replacement value of the items supplied. Please
contact us via chat, phone or email for confirmation on the specific equipment
you are interest in.
Which forms of ID do I need when hiring as a Non-Account
order to verify identity for Non-Account transactions, we will require some
information – including the payee’s home address, mobile number and a landline
number where possible. In addition to this, we will require two forms of ID to
match the address and name given (i.e. driving licence, utilities bill,
passport, etc). Please contact us via chat, phone or email for more