BG service has progressively deteriorated over recent years; definitely PRE COVID-19. I have had full homecare cover for 9 years, brand new boiler under full warranty. I've NEVER had the same "engineer" twice. At many visits each "engineer" panics my tenants, tells them the boiler/heating/gas are unsafe. Each time BG quote v expensive repairs & often full boiler replacement. When I meet /call them & say "Go ahead, I have full BG coverage, zero excess, including warranty boiler replacement" the problem suddenly disappears. Completely. Every.single.time. Took me a while to figure this all out. Just one example - one visit in winter 2019 I waited over 2 weeks, no heat/hot water, stressed tenants; after 2 visits, 2 separate quotes for unneeded £££ repairs & even a new boiler, I attended & met the 3rd "engineer", who had driven down to W1 from the Midlands. I wanted full details. He told me both prior "engineers" were wrong, what I needed was... a power flush! Bingo. Power flushes are not covered by Homecare. Kerching! He spent an hour drawing, explaining, had me convinced. He wrote me a ££££ quote, then left. I immediately solved the actual boiler problem myself (released pressure via pressure valve). BG wrote to confirm ££££ power flush quote. I phoned (still convinced at this stage) to book power flush - "Sorry, no-one available, try next week". After 3 weeks of this, I asked the chap to just make a note that I accept the quote & to book it when the next slot is available. No. I would need to keep calling BG every week. After much to-ing and fro-ing, he very rudely said there was no availability for the next 6 months, and likely not after that either. When I asked him what he would advise me to do, he just shouted at me. I said so BG have quoted me for something they could never deliver. He shouted at me and hung up. I read around & found that BG notoriously advise a power flush when there is nothing else billable found, so I put it down to experience. The past year has been atrocious, the BG app no longer works for landlords, the website non-functioning for days, no-one picking up the phone, just recorded messages to use the app/website. When website finally up, "engineer" arrives for blocked drain & leak, he tells tenants he does not do leaks, they need to book call specifically for leaks (which I HAD done). Could not rebook as website down again, no-one answering. I've spent the last 3 weeks trying to book gas safety certificate online with the website not accepting the booking, instead repeated messages that GSC was not due (it expires Tuesday!). I tried the live chat, explained all, was told to "book it on the website", explained again, told to book it on website again, explained again in CAPITAL LETTERS, the operator disconnected. I spent 3.5 hours on hold yesterday, constantly being redirected to website, finally got through & got a human to book GSC for Tuesday. I recently received my annual renewal quote - £696, a 20% increase for 9 years loyalty. I spent 45 minutes on hold today, finally got through & got a human to renegotiate renewal price. Whilst talking to the (lovely) BG phone operator, I checked new customer prices online (£503 for exact same cover). I supplied my other phone number for this quote; within seconds BG sales called me on that number, keen to sell to me - it seems COVID-19 does not affect them SELLING at all... That was the last straw, I cancelled the contract (& operator recorded a formal complaint).