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FAQs

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?

We 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?

We 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?

Delivery 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?

From 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 if I need a delivery at a later date and time?

No 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?

Although 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?

Yes 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?

Unfortunately not. Our repairs resources are 100% focused on keeping our fleet in tip-top condition, sorry.

Can I book a visit from a CH representative to demonstrate your services?

Certainly! 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 to activate?

Yes, please download a Credit Application Form here… 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?

Transport charges are normally calculated according to site postcode location. Your representative can provide more information on this once your account is set up.

How do CH’s hire charges work?

Hire equipment rates are charged typically in 3 formats as follows: ◦ Day Rates. Most items have a 1 Day, a 2 Day and a Weekly (3-7 days) rate. If the hire exceeds 1 week, each day is charged at 1/7 of the weekly rate. ◦ Weekly Rates. Some items are charged at a minimum of a Weekly rate. So whether hired for 1 day or 7 days, a week will be charged. If the hire exceeds 1 week, each day is charged at 1/7 of the weekly rate. ◦ Minimum Duration Rates. Occasionally, equipment has a minimum contractual duration – e.g. Chemical Toilet hire. The minimum duration will be made clear when hiring this equipment.

Do I need insurance to hire equipment?

Yes. You should always ensure that you are insured for loss, damage or theft of the equipment hired.

Do you offer Damage Waiver? If so, how does it work?

Yes. 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?

Please see our Terms and Conditions here…

I don’t currently have an account, how can I get set up and order online with CH?

To order online with CH you will need to both complete a Credit Account Application and Register Online. You can download an account form here… and register in 30 seconds here.

My company has an account with City Hire. How do I get my login?

Firstly, 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 account?

Permissions 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?

Sorry about this. Please contact us via chat, phone or email to enable us to rectify.

I need help setting up my account dashboard

Great – 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?

Yes, 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?

It’s 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 order?

Our 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?

Your password can be readily reset via your ‘My Account’ portal.

How do I change my phone number or email address?

Your 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?

Your 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?

If 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?

Yes, 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?

Deposit 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 customer?

In 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 information.