On the 10/06/2019 at approximately 6.40 pm after returning home from work I noticed a lot of water coming in from my kitchen back door - there have been numerous issues with water that I have constantly reported and paid call out fees. I thought at least this could be solved this occasion. I called British Gas specifically stating I was worried and that because of my fridge being in that position some spark sounds were coming from there. To me this was an emergency and a huge risk to myself and the home. I was told someone will be there within the next hour and that an engineer/ plumber will call me. I rang back at 7 then 8 and 9 and was told no call has been logged. I was devastated and by this time I had a power cut and had to go to a local pub to charge my phone. The call was then logged and I was then told later when I rang back that there was a call made/with a logged matter where an engineer/plumber will be with me shortly I mentioned to the lady on the final call that this was a serious issue - she stated she will log a complaint and that she will also call me by 10pm to see if it’s been sorted. This sounded a little reassuring at the time. She also mentioned that she will ensure that an electrician can look into this as I have been let down (she specified despite not having cover for my electric regarding home Care) that something will be done to solve the matter at least for today? It is now 7am the next day I have had no calls or solution. I was also left at the home with no secure home alarm (ADT) so this was a cost I was paying with nothing happening. The engineer eventually turned up at 10.20pm but it felt a lot longer. It didn’t help at all when the plumber stated the water was coming from the back garden? To me this was very basic and not the work for a plumber to call out and see. I was able to see where the water was coming from, but needed a solution or some sort of plumbing work to be carried out. The plumber stated he is not a builder. When logging this matter for the additional time and not to mention delays/ being on hold possibly running up a telephone bill I did specify the urgency and state that due to no electric or lights the engineer/plumber will not be able to see anything - I was told they will have tools - I need to mention this plumber had no tools but a small torch saying he wouldn’t be able to do anything as he can’t see. He continually asked me if this is my home and I was not happy in the dark with no solution- not to mention soaking kitchen floor, slipping over many times. My kittens were running around and the plumber kept leaving doors open when I did say the importance of them being shut as my kittens are not yet immunised. The whole evening was a complete shambles and I am truly devastated here. I specifically mentioned all the above while logging the matter - not for no reason or ranting but to come to a proper solution. I felt that my whole evening was ruined , not to mention basic necessities completely destroyed when it could have been solved in a more better way (food/ lights/charging phone just to call British gas and be let down. I was also left with no choice but to go in a local pub where things took place just to charge my phone! awful experience and service Can we come to some sort of agreement here- I cant be left like this with no solution or help. I have also asked that a member of the team comes to help me with submitting a reading and till this date nothing has happened. I am left with potential high bulls where I have had this incident occur so haven’t had the full use, while having family pay extra. I have had separate issues simply changing account holders has been a palaver and I have really been let down.