Same experience as all the other reviewers. Vulnerable elderly mother with extensive physical and cognitive issues let down again and again. Can't get through their awful phone system, after hours and hours of trying got through to someone at last. I said thank goodness, please listen, I have an elderly and vulnerable person who is being put at risk by British Gas - I will go through what has happened so far and then I really hope you can help me. I heard a click and an automated message said 'the other person has left the call'. I assume she realised it would take a while and she wouldn't reach her 'getting rid of customer' target time. I was cut off completely and had to start again. This after listening to endless messages about how the BG staff must be treated with courtesy. What about customers? Had another experience a few weeks ago when an engineer didn't turn up after waiting 12 hours. At last got through to BG and was told that the appointment was 7-10pm and that I was mistaken. Offered to send emails, texts etc to the contrary (one sent only an hour earlier). BG altered appointment and didn't tell me and then tried to tell me I was wrong! i live 1.5 hour drive from my mum. If the engineer had arrived at 10pm my mum would have been in bed. It would have terrified her having someone ring the bell in the middle of the night. If she had tried to get to the door it would have been catastrophic. What did the call centre person say - oh well you could have popped over when he arrived! No bother leaving an elderly and vulnerable person in sub zero temperaturees with no hot water. BG do not priritise vulnerable people, in fact they penalise them by making the phone system totally inaccessible. Call centres obviously contracted abroad. Staff can do ANYTHING without contacting their supervisor. My experience shows that the worse it gets the less they want to deal with it. BG homecare is a disgrace, and it is inevitable that there will be some very bad outcomes for people abandoned by them.