We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!