British Gas Homecare are disorganised, dreadful and totally unreliable. After having homecare cover for over 20 years we decided to replace our central heating boiler. Before arranging for our plumber to install the new boiler we contacted British Gas and confirmed that the new boiler could transfer to our current homecare contract – confirmed the make and model. After installation we provided the make, model and serial number and British Gas continued to cover our new boiler. After the first year British Gas completed the first service. On the second year we booked the service and the British Gas Engineer refused to service the boiler informing us that our boiler wasn’t service listed with British Gas and left without carrying out the boiler service and confirming that the area Service Manager would be in contact. No contact was made so I telephoned the British Gas Homecare contact centre to try and confirm the situation. One call centre agent confirmed the boiler was service listed and another said it wasn’t and British Gas would have to refund the contract payments for the last two years – not a very satisfactory response! We raised a complaint with British Gas customer service who agreed to send out an engineer to investigate why the boiler isn’t service listed. On the day of the visit British Gas cancelled due the recent bad weather conditions with one-hour notice – not very helpful after making several complaints and telephone calls. We now have a call booked but must wait a further two weeks for the engineer to check and confirm why British Gas have issues servicing our Glow-worm 774 boiler. We have contacted the manufacturer who has confirmed that they don’t have any known service issues with the Glow-worm 774 boiler and can’t understand why are facing issues getting British Gas to cover the boiler.