Review Time
We were left without hot water or heating for twenty-three days during winter. On December 16th, we were informed that someone would come to fix the boiler on the 18th. When the technician arrived on the 18th, he stated that they didn’t have the necessary parts and promised to return the following week. However, the next week passed with no one showing up. When I called to inquire, they told me the parts were out of stock, and we would have to wait until January 6th, which was already unacceptable. On January 6th, after waiting all day and making several calls, they claimed the engineer was delayed because he was busy. Eventually, they called back to say the engineer had brought the wrong parts. They rescheduled us for two days later, but no one arrived again. I spent hours trying to get updates, only to hear the same excuse about the parts being unavailable. With three children at home, it’s incredibly frustrating and dangerous to be boiling water for them. We’ve all fallen ill due to the cold. They never show up and keep making false promises about callbacks and appointments. I feel completely helpless, and I have no one to turn to in the repairs team.
⭐ 1 star
Completely unacceptable service from the provider.
My heating and hot water have remained unrepaired since December 24, right in the middle of winter. Since then, the company has consistently failed to show up for scheduled appointments, arrived outside of agreed times, showed up without necessary parts, and given conflicting and misleading reasons for the lack of work completed.
I was reassured multiple times that repairs would be finished, only to find this was not the case. The absence of honesty, organization, and accountability displayed is appalling. Essential services have been treated as optional, while my time and wellbeing have been completely overlooked.
This is not a minor issue — it is a prolonged failure to provide basic heating and hot water, combined with unacceptable communication and broken promises. No service provider handling essential utilities should operate in this manner.
I would highly caution anyone against depending on this company for urgent or critical repairs. This experience has been stressful, exhausting, and entirely preventable had they acted with even basic professionalism.
I've had no heating or hot water for more than a week. The technician has missed scheduled visits, the necessary part is unavailable, and now the repair has been delayed until later next week. With a child in the home, the poor communication and ongoing delays are creating significant stress and disruption.
I have been without heating or hot water for more than a week. The technician missed appointments, the necessary part was unavailable, and now the repair has been postponed until the middle or end of next week. I have a child in the home, and the lack of communication and delays are causing significant disruption and stress.
If I could give zero stars, I absolutely would. I have been without heating and hot water for 10 days after a technician shut down my boiler, citing incorrect readings. My father is a vulnerable disabled senior, and they seem indifferent. I have called daily, promised callbacks from managers that never happen, and taken time off work for appointments that never occur. They are a complete joke! I managed to get my boiler turned back on with help, but despite sending a video to customer service, they remain unresponsive. My family’s safety is at risk due to their negligence, and they should be ashamed of the service they provide.
The customer service is ineffective. I spent a long time waiting on the phone, and when I finally got through, the rude representative didn’t allow me to speak! She answered sharply, then cut me off while I was trying to provide my details. This was after waiting all day for a callback that never came. They leave work unfinished, and unless you continually follow up, it won’t get done. It's fortunate they have contracts with budget housing associations, or they would be out of business.
If I could give zero stars, I absolutely would. This company has numerous issues, starting with contractors who either arrive late or don’t show up. They provide ridiculous time slots but still miss essential appointments like mandatory safety checks. Many of us are working tenants and can't waste our days waiting. Calling their office only adds to the frustration, with long hold times and no useful information provided. The lack of communication between staff and technicians is a significant issue, and tenants are the ones suffering. I’ve had multiple appointments rescheduled without a successful visit, no compensation or apology, and no efforts to rectify the situation. It’s unacceptable for this company to continue holding contracts given their unprofessional service.
I have no hot water. A technician visited my home over a week ago, said he needed a part, and promised to call me that afternoon with an update. I never received a call back. I have called numerous times, pressed for callbacks that never happen, and waited in long queues only to be told the right team would call me. No one ever does. I even emailed with no reply and tried the chatbot, which also didn’t respond. I’ve always been polite; why is this treatment acceptable?
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Established in 1971, T Brown Group is a family owned business delivering domestic and commercial gas services together with electrical and building works.
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