TERRIBLE and POOR customer service I had a new boiler installed by HFB a few years ago and I pay for a monthly payment to cover the boiler, radiators and pipes (full package to be safe). Never had any issues and alwasy called up for my yearly service. Always managed to speak to a human, get it booked in and sorted smoothly. For the first time I have a major issue, Thursday 24th I discovered my gas had been shut off due to a possible gas leak between my gas metre and my boiler. This was then fully shut & sealed off once this was confirmed by an emergency engineer as I had to call one out as HFB are no longer contactable and hadn't responded to my request. You have to pop then an email and wait fo response. FRUSTRATING TO SAY THE LEAST IN AN EMERGENCY. They then said they will get someone on to it and it will be logged as an emergency. I get a call from their located engineer on Friday afternoon saying I can attend Tuesday 29th. YES THAT RIGHT 6 DAYS LATER. 6 days with no heating or hot water. Its now Monday and the engineer has called me to inform me he will be attending tomorrow afternoon to have a look but not to stress about being there as he doesn't need to attend inside my apartment as he sonly coming to look at the meter location and to assess the pipework. But he thinks that as the pipework required will need to be commercial due to the distance from the metre to the boiler he won't be able to complete it as he isn't. commercial engineer. WHY AM I BEING SENT SOMEONE WHO IS ALEADY TELLING ME HE DOESN'T NEED ACCESS AND CANT FIX IT ON DAY 6 OF HAVING NO HOT WATER OR HEATING? He has also suggested that I may need to call Cadent and request to get he parent dug up and the meter moved closer to my site but I could be looking at 7 days to get them to do that. If this is the requirement then what are you leaving it so long to inform your paying customers about this? Your service is terrible, slow, un sympathetic and impersonal, to to mention leaving me without heating or hot water for more that 48-have 72 hours is against my human rights. DO NOT EVER USE THIS COMPANY and don't be fooled but he reviews they chose to publish on their own website (that you can't even add to). Very fake company. Ill update on where it goes from here with another review.