We had a water leak and called them. They told me it would cost £198 to see someone after 6PM but given the level of leakage we said fine. We were told the person would come between 5 and 9. We waited. At 8:30 I called to ask when they would be coming. The person told me they had booked me in for tomorrow. This mistake in itself was unacceptable given our situation but the lady on the phone was laughing (!!!?!!!; if the company is reading this listen to your call recording). I don’t even know what to say and the grief this company’s irresponsibility has caused us. I have asked for a refund but who knows if they will even give that (I will take legal action if they don’t). This is the most shocking customer experience I have ever had. Do not trust them with your needs especially if you are facing an urgent situation.