Background: My wife and I are vulnerable adults - pensioners aged 74 and 75, respectively. Our heating failed on the morning of Saturday 10th December 2022 and, with the weather forecast showing an amber warning for low temperatures in our area, I looked for emergency help. Your website implied that your firm could supply such emergency help from a local expert. I expected something like the AA coming to rescue me when I'm stuck on a motorway. I had already diagnosed the fault and relayed that to your telephone help-person. She noted that I required a replacement head unit for a motorised diverter valve. The Visit: Two men came 60miles from Glasgow - (local?). They came into my house with only a handful of tools - screwdriver and pliers - no toolkit - no electrical diagnostic test meter that might be of use to test a motorised valve. They took the casing off my boiler, even although I had told them that the boiler was in perfect working order. They looked at the innards and agreed that it must be the diverter valve - just by looking! The Diverter Valve is not within the boiler casing!! Their attitude was off-hand, dismissive, and unsympathetic. They then put the casing back incorrectly. I had to point this out and ask them to put it back properly. At no time did they inspect the diverter valve or attempt any diagnosis related to the diverter valve. I'm not even convinced that they knew where the diverter valve might be, because they wanted some code off the boiler which would allow them to order the part. The valve is in the pipework and independent of the boiler and so they couldn't possibly know what part to order. I tried to explain that. I would have thought that any self-respecting heating engineer would have such a stock part on the van, or at least come with one as that was what they were being called to fix. They must have known that they couldn’t fix it without a part and that their journey was going to be in vain. Why bother coming 60 miles? Why not admit by phone that they couldn’t fix anything until the Monday morning? This was a rip-off! It certainly wasn’t the service that I was expecting for the money. So, they went away again without fixing the heating and with a vague promise that they could source the part on the Monday and return at some point to fix it. They also warned that the repair could take some time as they would have to drain the system. Replacing a motorised valve head does not require the pipework to be drained. It bolts on to the outside of the valve. I told them this. I was not impressed with their knowledge, skills, or service. Outcome: I received no emergency support from the service that I am being asked to pay £186 for. It is a piece of nonsense that I am being asked to pay for men coming to tell me the name of the fault that I had told to your telephone operative. No diagnosis was made by them! No repair was effected by them! They gave no emergency support.