hiflow.biz

6 days for an emergency call out

Not a local company to me but they were referred via Homeserve insurers. On Tuesday morning we woke to a large damp parch on a downstairs ceiling. I called Homeserve immediately , an appointment was booked in for Wednesday morning. I did ask if an earlier appointment was possible, they called Hiflow and was advised that Wednesday was the earliest availability. Now I had explained that my husband is seriously ill but this was of no consequence. The water had to be turned off and electric heaters bought to keep him warm. Several photographs were requested and sent to Hiflo and I received a call stating the engineer would be with us at 8am Wednesday. He duly arrived and had a quick look upstairs, he came down and advised that as we had turned the water off he could not see the leak, water was turned back on at his request, still no leak to be seen. He said that he would put some tissue down so that it could be seen on his return. He did say that if leak was under the water tank the ceiling would have to be taken down for access, fair enough I suppose. On Friday morning the leak was horrendous. It had spread from a patch of about 18 inches diameter to approximately 6 feet in length, I called Hiflow on the number given at 8am, voice Mail saying call back at 9 which I duly did. Had to leave a voicemail. I called back at 12 to chase up for an emergency appointment and was told that as I hadn’t taken up the floorboards or taken down the ceiling ( I’m 70!) no one would be attending! I just couldn’t believe the arrogance or hostility. Has anyone tried to get a joiner out at a few hours notice these days? I phoned Homeserve who said they would contact this company, but the refusal continued. Eventually I received a call from Homeserve stating that an appointment had been made for Monday morning. (Emergency cover 🤣). I spent the rest of the afternoon trying to find a plumber who could get out to me. At 5pm I had a call returned and a plumber was with me inside 20 minutes (that’s emergency cover). It took the plumber approximately 10 minutes to find the problem. He lifted carpet and floorboards repaired the leak, cleaned out the inch plus of water, put floorboards, underlay and carpet back, cleaned up after himself. He also said that if the ceiling did come down, he would organise someone to come and do the repairs for me. Now that is what I call service and this company should learn from that. I don’t usually write reviews as I really can’t be bothered with them but I received a call yesterday from Hiflow demanding why I had cancelled Mondays appointment, my reply was short and yes I was rude, I told him his company was useless. The man was annoyed , stated now look here I’m trying to help you. Wrong Mr Hiflow, the time to help was earlier in the week, not waiting 6 days for an emergency call out.

Date of experience: Feb 24, 2026