weve been a bg Homecare customer for several rentals for many years. however the last two callouts have taken 7 days! this is far too long... obviously. although Stuart Cave (our so called multi premise account manager!) thinks this is reasonable!!!!!!!! we asked him to confirm that in writing but he hasnt. just to add insult to injury after waiting six days for the appointment, no one turned up!!!!!!!! this was last thursday (14/11/19). apparently they didnt despatch our callout as they had a priority!!!! instead they wanted to postpone the callout for another six days (i.e. until 20/11/19) when no doubt it would be cancelled again by another higher priority jumping the queue. This really is outrageous service and a breach of the contract which states callouts will be in a reasonable time. 12 or even 6 days is not reasonable. apparently the delay is due to unexpected circumstances (WINTER!!!!!!!!!). BG used to come same or next day which was fine. we will most likely not renew with bg again as we have had huge grief from our tenants (understandably) and had to compensate them. This defeats the whole objective of boiler cover which is to avoid such stressful problems and maintain good relations with tenants. I see that 'HOMETREE' have better reviews and will give them a try. seems BG dont give a s!@?. BTW as our tenant is having an operation next week we were made a priority (for all they know the op. was for an ingrowing toe nail... that just encourages people to lie to get a quicker appointment) and got a callout 15/11/19. but the new part wasnt fitted until 18/11/19. the engineer was professional and competent, BUT DEFINITELY CANT SAY SAME FOR REST OF BG. we have made formal complaint but no proper response, only acknowledgement.