We have been with British Gas HomeCare for some years. Last Saturday we realised the central heating hadn't come on and my husband phoned to ask for an engineer and he said that he thought it was the thermostat. The bored sounding call centre person told him that nobody could come until Wednesday morning. We thought this was excessive as we pay every month and so I emailed them and told them my husband is 82 years old and I hoped they could come quicker than Wednesday. I have not had a reply to my email only an automated email saying they would be in touch within 72 hours - they were not. The engineer called this morning (Wednesday) and was very surprised that he had not been called in sooner. He was quick and efficient and my husband had been right about the thermostat. We are now looking to take our business elsewhere. British Gas has let us down in the past but the engineers who come are usually great. Maybe BG should get rid of the Call Centre staff and provide people who can actually help the public and organize things properly.