Where do I start with this company! Please avoid, avoid, avoid! A couple of weeks before Christmas our central heating stopped working (typically at the time when the temperatures dropped to nearly zero). Initial call was picked up fairly quickly but soon went downhill from there. Had to chase twice (first time I was told the reason I hadn't been contacted was that the initial call handler had noted down my number wrong) and eventually had an engineer attend. Very little information from him but he had got it working and all should be ok but the boiler needed a new part as aparantly there was a loose connection on the board. Needless to say we never heard anything regarding this work and our heating stopped working again a couple of days later. From that point on myself and my wife spent over 5 hours on hold and many of those calls got cut off and never answered. My wife also spent an age using WhatsApp to try and get an update on when the problem would be fixed. I work in education and my wife the NHS so spending time on the phone during the day chasing this is difficult. Needless to say it got to almost 2 weeks passing since the initial engineer visit and we had no choice but to get a local company to come out and fix the problem. The lack of communication was appalling. On the rare occasion we did speak to someone the amount of different companies involved to get an issue fixed is crazy. It seems faults and repairs have to get approved by various different people and companies before anything will be done. The local company were superb and fixed the issue. It turns out the boiler never needed a new board, there was nothing wrong with it and they were astounded that the engineer was going to replace it! We have raised a complaint and are awaiting their findings. Needless to say I contacted them informing that due to a complete lack of service I would be cancelling my direct debit. I have since received an email from the company who deal with payments threatening action and demanding £53 due to a missed payment. It's amazing how quick they are to contact you when it involves payments to them. I recommend you avoid this poor excuse of a company and put £25 a month into a separate account and save up to use a local company who care about their customers when you need any boiler problems fixing. That's what we are doing.