Well ...... our horrendous ordeal continues after 2 weeks of having a combi boiler fitted - this review will outline the awful experience we have had with this company thus far and as our complaint progresses I will update my review and ratings........ * Had combi boiler due to be fitted - engineer arrived and * Fitter unaware it wasnt a like for like replacement but needed tank and heater in airing cupboard removed. So communication breakdown between the surveyor and fitter * "3 Electricians" totally incompetent - arrived tried to work out between them what they needed to do. Left a massive hole in utility room with live wires taped up close to water pipe. * Scratched deeply porcelain floor tiles on 2 separate occasions due to failing to cover our floor * Misconnected wires into switches * Whilst our water was turned off one of the "Electricians" went to the toilet in our cloakroom WITHOUT asking and UNABLE to flush toilet * 3 Electricians trying to agree what they should do in the airing cupboard to sort electrics - only to find when they left, that they had left live wires - despite assurances they werent live - the second set of electricians who arrived as we wouldnt allow the first 3 back into our home confirmed they WERE in fact live * Electricians made inappropriate comments about my daughters photo hanging up on the landing * After several visits to try and rectify our problems where we had no hot water - we were left with the Bath where BOTH taps were left giving Hot water and shower had COLD water only. * Last Monday we found dirty brown water dripping from lounge ceiling where airing cupboard was right above. Called emergency 24hr response plumber (British Gas) - and they inspected and have reported the pipe had been misconnected and NOT soldered properly hence leak. * Leak so bad the ceiling now has a 6ft x 6ft wide hole due to ongoing undetected leak. * Have made formal complaint to company who's managers have said they are "meeting about it" - twice and promised to ring us back within 48 hours. * Surprise surprise NO call - we had to ring them and 2 managers are coming out on Monday 18/3/24 to see us......... So our next chapter will be updated on this review after that meeting on Monday after hearing what they have to say - but meanwhile we are now left with a utility room with a large area of wall hacked back to breeze block, deep scratches in my floor, a hole in my airing cupboard, a massive hole in my lounge ceiling with sodden ceiling and the room unable to be used. So in 2 weeks they have wrecked several areas of my beautiful home, causing much damage, stress and a feeling of being violated....... 18/3/24 - Chapter 2 So having rearranged my mornings business meetings - we get a call from their office at 8.45 saying what time were we all due to meet today? - I asked what time will you be here ? - Jonathan said they would be with us at 10.30. I said ok but no later please and I look forward to meeting the representatives. At 11.11 I rang Davinder and said we were waiting and they should have been here 10.30 - the reply was - "well I wasnt aware of that".... I asked so what time are you coming ? he replied 12.00 noon (I then had to rearrange further meetings) no apology or recognition of the complete failure in their communications and the further inconvenience caused ... At 12. 24 - 3 guys arrived - Jay the Tech Adviser was extremely personable and spoke for the 3 of them mainly and seemed genuinely understand our plight and the most unsatisfactory workmanship was acknowledged. I shared photographs with them and they inspected the very large hole in our lounge ceiling and the airing cupboard pipework that had caused the leak. I also shared the verbal report from the emergency independent plumber (and wrote it down for them). We agreed the next course of action would be: 1) The company contacting their insurance company urgently today so that our ceiling can be repaired urgently. 2) The company would contact us TODAY to confirm this had been done. 3) The company would give us a single point of contact - as it is now vital that we deal with someone who is fully aware of our complaint from the company and that can ensure continuity and a better communication channel for us. 4) As soon as we received the Emergency Plumber written report, we would send it onto the company..... Well its now 19.05 and guess what - WE HAVE HEARD NOTHING from the company as promised (I really did feel Jay was a man of his word when we met him) or could it be that he cares but noone whom he fed back to does ????? ..... We will keep our side of the agreement and will send a copy of the independent Report this evening. So why am I surprised that this company whilst having wrecked our house, put us in danger with live wires and continued to treat us with contempt has again failed to keep to what has been agreed. Further Update - following my update post on Trust Pilot having not heard from them as promised, I was contacted by Dav who said he would contact me 19/3 to confirm their Insurance company so they can contact us re our claim. 19/3 - as promised Dav rang back and gave us an Insurance company name but believe it to be the boiler fitters individual own indemnity insurance - I have asked for clarity as to who's insurance is our claim being made with. Also another electrician is coming tomorrow to make good the electrics in utility room. Still desperate our lounge is unusable and we need it repaired urgently. Further update - 25/3 - it took 5 days for the "sub contractors" insurance details to be given us and NGH have told us to claim on our OWN insurance to the subcontractor insurance - our Contract is with Northern Gas Heating - so we will not be doing this !! They had told us they didnt sub contract their work !! so we have been lied to now as well. Having taken legal advice - and in the absence of any contact from a Director or the Complaints Department we have issued a "Letter of Action" as they are in breach of the Consumer Rights Act, stating that we seek quotes from reputable tradespeople for the work to be done and an expectation that Northern Gas Heating pays for the remedial work to make good our house that they have damaged so extensively. Nothing heard as yet but this company has failed to follow its own Complaints Policy so we have also raised a complaint with the Financial Services Ombudsman and raising concerns with Gas Safe Federation also. Lets see if Legal Action is required to be taken - we have a very strong case and our solicitor is waiting for instruction - NGH have 14 days to respond to us..... I'll keep you posted. Further update 8/4/24 - Further to the letter informing of "intended action" 2 weeks ago - we have neither had the courtesy of an acknowledgement nor any response / apology from the company. We have remained with a massive hole in our lounge - unable to use the room and a majorly scratched floor in the utility room and an unsightly area beneath the boiler. Why are we not surprised that we havent heard from them? We are going to start to get the work rectified now and our home habitable and safe again and the costs presented via our solicitors to the Company including breach of contract, breach of Trading standards and failure to follow their own complaints procedure. This company clearly does not care how they have left our home and the unsafe situation initially with their electricians. The have completely ignored our letter / requests - No contact from the Director has been received as requested. So as they have made their intentions loud and clear - we will now take legal action and claim through the County Court for the repairs, incompetence, stress caused, hours lost at work and the inconvenience. Be warned future customers - they really dont care !!!!