I called in morning for someone to fix toilet and was told plumber would arrive at 2pm. At 1pm ERG called and said he "was running late" - (yeah, right) - and would not get here until 5pm. When I said this sounded like he wouldn't have time to do the work, I was reassured he would. He arrived at 4.45pm and, surprise, surprise, said it was too late to buy parts and he would return tomorrow. He took photo of toilet and left after 5 minutes. For this I was billed 162 pounds. Plumber returned next morning and actually did the work, costing me another 684 pounds. Reading other reviews I see the late 5-minute visit is is a common ERG trick. Company clearly cares not a jot as customers will never use them again anyway. Fleece them while you can seems to be the motto.