Initial visit was swift on a Monday evening. Informed needed a lot of repair circa £800 on immersion heater. Had to ring to chase parts on the Tuesday. They came back to me and I gave the go ahead for parts. Informed of Friday repair. Friday came no sign and had to ring only to be told engineer wasn't coming and would need to do next week. I'm now a week without hot water. Asked if I could try and get a Saturday visit the next day and after much debate and left feeling like an inconvenience they agreed. I was called the Saturday morning to be told parts hadn't actually arrived!!! Wouldn't arrive until the following Friday?? Seemed a bit of a coincidence however. How were the initial planned visits going to repair the problem so?? Just called today Wednesday to check status....advised parts should be here this Saturday for job. I just hope this Saturday the repairs will be completed and job finished. Have a feeling I will be hearing other excuses that day. Really poor customer service and I will be advising friends and family the same. If it was my business I would be bending over backwards to keep the customer in the loop and express courier parts to amend for the initial inconvenience.