"Outstanding customer service"

Called late on a Saturday night and was so surprised that the phone was answered within seconds!

Joel's customer service was outstanding, answered every question I had with courtesy and was very friendly and helpful!

"The advisor was extremely helpful and…"

The advisor was extremely helpful and the help I received was outstanding, especially on a bank holiday

"Worst customer service I've ever had in the UK"

Worst customer service I've ever had in the UK.
Avoid.

I took out the service through Utility Warehouse and the Home and Boiler service is terrible. They don't answer the phones - the last call I was routed to an automated message that said they are not taking any calls. I do not believe that this is acceptable.

I was trying to arrange a boiler service since the beginning of December. I appreciate that during the busy winter months that customers with boiler issues have been prioritised. However, I was also advised this period ended on 8th January.

I tried to call the support phone number, and held for an hour prior to giving up as it was apparent that the phones weren't being answered within a reasonable time.

I tried to email the email address from the voicemail and did not receieve a bounce back but have since chased that email to have been informed by outlook that the email address isn't valid. At this point, I had no way to even contact the service and started to lose confidence that if I needed to make a claim, that I'd have a way to reach out.

Since then, the new Utility Warehouse portal has been created and I submitted a form to book 3 avaiable dates for my boiler service, and was told I'd receive a response within 7 days. After that timeframe, I had to chase as I had no response and needed to sort which day to work from home so I'd be available to let the engineer into the house. I was later advised that none of the dates I selected are possible.

I did receieve a call having chased again and it was suggested that I pay a third party engineer to conduct a boiler service on my behalf and then claim it back. This is unacceptable. Budgets are tight and I already pay a Direct Debit to cover this cost so there should be no need to fork out the cost of a boiler service outside of my agreed service.

Following this, I received another email to book another appointment. Again, I selected 3 dates and was advised that I'd have a response within 7 days. Again, no response. This was mid February!

I completely lost confidence in this service. I can't call, I can't book a boiler service and the level of service is completely unnacceptable.

Having logged countless emails, calls, messages via social media and exhausted every avenue I eventually managed to terminate the contract via Utility Warehouse as I got to the point of having to involve the Ombudsman. Genuinely speechless to how this company can still operate. Feels like a scam. Shocking.

"Fantastic Customer Service"

Jasmine and Jack were fantastic in following up on the Boiler Service I was due, they called to check that the person had completed the visit satisfactorily, which they did. Great customer service.

"Sorted quickly"

Sorted quickly. Arrived on time, polite and tidy.

"Excellent Service"

Speedy boiler service .

"Quick response, Great local plumber used"

Insurance home emergency for a burst pipe.

Quick response. Kept well informed. Plumber was outstanding.

"Engineer arrived spot on time"

Engineer arrived spot on time
Did job efficiently

"Jasmine was very efficient and resolved…"

Jasmine was very efficient and resolved our problem quickly. The callout is in the system so we just await the engineer. All very easy to organise. Lovely. Thank you Jasmine at UW.

"Everything first class"

Everything first class