Northumbriagas 

A very professional service again. Booking the boiler servicing was easy, they coped well with my needing to cancel at short notice and offered a new appointment immediately for the following week. The appointment was confirmed on the day and I was informed when Lee was on his way to my property. He arrived, literally, within seconds of his estimated time.

The boiler was serviced and I was shown some parts that were worn but not dangerous and likely to last for some time. I was advised that they didn't need replacing yet, which saved me money.

Lee has looked after my servicing and maintenance needs for over a decade and I cannot fault either his work or his attitude.

I'd give zero stars if I could. Paid the best part of £10,000 for a new boiler installation. The whole experience felt like they were learning on the job and continuously let us down, bringing wrong (cheaper) parts than what was billed for and taking much longer than promised. Everything seemed to be guesswork that resulted in more and more expensive parts and “fixes” at our cost.

Every fix seemed to be a hack and never permanently fixed the problems they caused to our existing, working system.

We now have a system that does not work as intended and their response is that they will not fix it because we do not trust them any longer. This was in response to us refusing to pay more for another of their “fixes”, £150.

Just some of the issues we experienced with their services:

- they left us without heating and hot water for over a week during the install, despite saying this absolutely wouldn’t happen, only letting us know at the end of day 1 that this would be the case

- they ordered the wrong parts for our radiators; we only got the right ones several weeks after the job was supposed to be done

- they told us to get a high-power commercial pump for our underfloor heating, costing several hundred pounds, which after installation proved too powerful and had to be turn down, another pointless expense on an already very high cost project

- they damaged a valve on our underfloor heating system and had to repair with a hack job after leaving it dripping for several days

- they installed a 2 channel system when we originally had a 3 channel one, which meant for 6 weeks we had an inferior system. they claimed delays on parts but never told us this in advance nor compensated us for this

- we had a loss of pressure fault in the system after they claimed they’d finished, which, instead of coming out to fix, they would only send me instructions and I had to do it myself

- they recommended a £350 hot water pump to ensure we had on demand hot water throughout our house, which doesn’t provide on demand hot water and is therefore yet another pointless expense for us

On the last point, Lee has now refused to fix the problem. He says there’s another fault in the system and it's a part of the system they didn't touch, which is super convenient for them. Given this only occurred after their work, clearly, they’ve damaged or disrupted something that was fine and wont even return to investigate. He's made this assessment without coming on site, without putting his customer first, and has now sent me an email stating he’ll not return at all – to fix this or to do any further work for us. He’s turned his back and run away from a customer who has paid him a huge sum of money and left us without reliable hot water. A disgusting way to treat a customer.

I trusted them based on so many positive reviews on other sites, I assume Lee will respond with answers to the above to try and look like the good guy and will claim counter points to the above, any such reply is counter to the facts, they inspected our existing systems several times so theirs no excuse for this, they knew everything about our old system in advance, had plenty of time to arrange parts, and yet never fully tested our system at the end. Shocking really.

I’m only leaving this review to try and alert people to who they’re dealing with. I’m now taking up a legal matter against them to get compensation for all of this.