I contacted the BG HomeCare team to report a problem with my heating. My boiler stopped working and as a result I have no heating or hot water in my household. After listening to their annoying automated chat bot for 5 mins, I managed to get through a representative. I informed the HomeCare representative that this was an urgent issue as I have family of 5 including children, one of which is under the age of 5 and that I don’t have any alternative heating options such as a gas-fired fireplace or an electric heater that can my household warm. Unfortunately, I was told that the earliest possible appointment was 10 days away and that British Gas couldn’t treat my request as an emergency or urgent because no-one in my household was ‘vulnerable’. This is a very inhumane and absurd response especially when I have 3 young children under the age of 10. The customer representative didn't even seem to care about my intention to make a complaint and was laughing when I mentioned that I won't be able to take a bath or shower for 10 days. I find British Gas’ failure to treat this as an emergency extremely disappointing given that I am currently paying around over £640 a year for my HomeCare and yet cannot get British Gas to send an engineer in an emergency situation, leaving myself and my family to live in the cold and with limited sanitation (no heating and no hot water!). The Pandemic and lockdown make it extremely difficult to use other means of getting access to hot water such as using a relative’s facilities, which unfortunately is not an option for my household. Very upsettting, inhumane, and frustrating indeed.