Our boiler broke on a Sunday evening and being that you were closed Sunday and don't open until 8 on a weekday I had to wait until half 4 when I finished work to call you. Your website says 1-3 hour response but was told, 'well we're closing soon, we don't book any same day appointments after 2 o'clock.' So we booked for the next day meaning I had to take 3 hours off work, with no heat no hot water and this gross gunk leaking from one of our pipes. Got a call at 5.20 saying you weren't coming. Rebooked, took another 3 hours off work and again you're not coming today. I got a sarky very ungenuine 'we're sorry' voicemail and when I called to rebook you couldn't offer an explanation. Got an early morning appointment to try to avoid the same last minute issue now. We're paying you £120 for this appointment and losing £130 at work and all you can say is because you're not operated by ofgem you have no GSOS policy for failed appointments. I may not have something as serious as a gas leak or the water flooding the house, but the way our situation has been treated is so blasé it's a joke.