12:00- British Gas engineer came out for our annual service and stated our boiler was unsafe to use due to a leak in our flue pipe and sealant required around the boiler . The gas got capped off, boiler turned off and we was told by the engineer that an appointment would be arranged for an emergency engineer to come out and complete the repairs, where required, by 8PM. He did state that our service did not cover the cost for the repair and that we would have to pay separately amount (which we agreed) 17:54 - I called a member of the British Gas team on (0333 009 5784) to confirm that the engineer is definitely coming for 8PM and I was informed by the member of staff that an engineer was booked in for an emergency call out, for the repairs, and would be with us by 8PM and gave me a number just incase we needed any additional assistance or if the engineer is running late (03301000079) 20:23 - called a member of the British Gas team again on (03301000079) and was on hold for 1 hour & 12 minutes, then eventually got through to a member of the service team (21:35) where at the beginning of the call I asked if she had all of our details just incase the call / connection disconnected, in which case BG could call us back. The member of staff confirmed she had everything she needed and if we did loose connection she would call me back. Once that was confirmed I explained that our gas has been capped (so we are without heating & hot water) and the engineer that was arranged for 8pm still has not arrived. The customer service operator explained she would need to investigate and placed me on hold. After being on hold for around 5 minutes the line cut. It’s now 22:31 the agent still has not called me back, I am on hold again (where I am told by the automated service that I still have another hour to wait. Still no engineer (due at 8pm) heating, hot water or gas! You have left us in an unfit state considering the engineer was here doing our annual service…. What have we paid the annual service amount for! Go and tell us it not deemed safe, cap the gas (without heating and hot water) and not even attempt todo any repairs nor get in contact to arrange any advice or available appointments! I have a low immune system and high risk for health problems… and dealing with the current temperatures and being left in this state is appalling, inconsiderate and careless. 23:17 - after being on hold for 1 hour & 45 minutes we have managed to get through to British Gas and they have just confirmed that 1st no engineer was arranged and that we should have never been informed (on one more occasion) that an engineer would be out with us at 8pm. The lady offered to place me on hold to see if there’s anyway we could get booked in for an emergency appointment tomorrow.… after being cut off for the 2nd time this evening, this member of staff actually called me back (23:28) and confirmed I was cut off her end by mistake. I was then informed they are unable to assist and provide us with an engineer due to the high volume of demand they currently not taking any emergency appointments and that an engineer was never coming out to repair our boiler (even though this was confirmed on more than one occasion) WE HAVE BEEN LEFT WITH NO HEATING, HOT OR OFFER OF ASSISTANCE!!! ALL WE HAVE IS SIX LAYERS OF CLOTHING AND COLD WATER!!!! IF WE HAD KNOWN WE COULD HAVE GOT OUR OWN ENGINEER… PAID £84.03 FOR AN ANNUAL SERVICE THAT HAS NOT BEEN ACTIONED! JUST LEFT COLD, DIRTY AND HOPELESS…. #BritishGas if you need evidence, I have plenty … I have videoed every phone call (when I have managed to speak to an agent), wrote down the times, and much more!! ALSO know your calls are recorded for quality control and to meet your regulatory responsibilities