I had a new front door fitted in December 2019 and recently, I've found it doesn't lock. I had requested an engineer with no reply (within 24 hours), then emailed Anglian with no reply. The phone line was also ringing out with no message to inform me of offices being closed. When I managed to get through to someone via a different email address (almost immediately), I was told that ALL offices in Scotland had closed and no one would be able to come out. I told them this was a security and safety issue; they still couldn't help. What did they suggest? I asked them. Nothing, they can't help and definitely don't offer an emergency call out service as stated in the contract. They stated that this was because of the Covid pandemic and I informed them that essential work was to be undertaken where health, safety and security were in jeopardy and having checked the government website, I copy and paste the easily accessible and open information below: Examples of essential work may include: - to carry out utility (including electricity, gas, water, telephone, broadband) safety checks, repairs, maintenance and installations (where those cannot be delayed). - to carry out repairs and maintenance that would otherwise threaten the household’s health and safety. - urgent repairs and maintenance - time critical repairs and maintenance that threaten the household’s health and safety Anglian; get your facts right and provide the customer service that you heavily sold me on. I now cannot leave the house and have to sleep with the door unlocked because your policies are greatly flawed. I am appalled.