"Faultless"

Can't fault HUG at all. Less than a week from quotation to boiler installation. A few issues that meant their engineer (Darren - very polite and approachable) had to take all day. Since installation, our hot water is back and our central heating is working better than it has for years following the radiators having the air removed. A new water pump is far quieter than our last one and radiator thermostats mean that we can finally control temperatures in every room to our comfort.

Special thanks also to Chris and Rebecca who are a credit to the company.

Wouldn't hesitate to recommend on my experience to date.

"Shop around for your boiler service…"

Shop around for your boiler service plan!! Wish I'd cancelled mine sooner.

21st April 2025

Dear HUG

I am writing to inform you that we are terminating our service plan with your company. After experiencing several cancelled appointments and a lack of thorough service during my last appointment, we no longer find the service plan to be cost-effective. In fact it’s a rip off. We have paid over £400 into the plan for two services, one of which lasted 10 minutes. This is unacceptable.

I have had multiple appointments cancelled, or unconfirmed, which means I've been waiting at home for an engineer and no-one has turned up. Additionally, during my last service appointment, the engineer was present for only 10 minutes. I find it hard to believe that a boiler can be properly serviced in such a short amount of time. On your own website it states a service will take a minimum of 30 minutes. As a result, I have decided to seek independent servicing for my boiler to ensure that it is properly maintained and to maintain the warranty on it. I am disappointed with the level of service provided by your company and will not be recommending your services to others.

"Phil Dale"

Jason contacted me and he explained everything in great detail, I felt at ease with our conversation and felt no sales pressure whatsoever. He advised the best boiler for the house . I opted for some new rad valves as we had just recently moved into the house. The engineer arrived on time, was very polite and kept everything tidy and clean. Great job by the engineer (sorry but his name escapes me, apologies). Great work and would highly recommend. Phil.

"Improper cancelation charge within cooling period"

Just got my Hug (Home Utility Group) new boiler installation order cancelled yesterday after placing the order 2 days ago. But I was told afterwards there will be a charge of £150 for their cost and preparation. This caught us in much surprise as we are cancelling the order well within the cooling off period and there was no mentioning of the charge by the sales person beforehand. Home Utility Group told us there were fine print terms at the back of the one page sheet i received. As an old retiree and English not my mother language, we felt being caught in a trap and helpless!
Beware of these tricky business. Adding to these, I never receive any formal order confirmation through email. No description of work in writings. These added my discomfort leading to my cancelling of the order

"Alex (plumber) and Wayne (electrician)…"

Alex (plumber) and Wayne (electrician) came and fitted a new boiler today.
They were courteous, tidy, and completed the work to an impressive standard.
I am very pleased with the way they explained everything and made sure I was completely satisfied before they left.
I would recommend HUG for new boiler installations.

"Fantastic service will be using for our…"

Fantastic service will be using for our annual service, get engineers left no mess and really polite strongly recommend 👍

"Excellent service throughout"

Excellent service throughout, engineer was quick, efficient and no mess left whatsoever. Hug team were really informative and helped me find the best boiler for my needs, no hard sell to choose the most expensive. Would highly recommend.

"quick install"

quick install, skilled worker, even left everything clean after him.

"New boiler - conversion to Combi"

My mother in law needed a new boiler and she got in touch with Hug and a few other boiler companies.

Hug gave her a quote via Jason who spoke over video call, and then I also spoke to Jason to confirm the details and ensure that all was OK.

Other boiler companies were more difficult to deal with or quoted a higher cost.

All throughout the process Jason was available to discuss concerns and clarify things.

When the job ended up being more complicated than anticipated and it was postponed for a week - he was there to help and re-quote, and was honest and practical.

On the days of fitting the boiler was fitted by Jonny and his apprentice Brad - who both worked very hard during the 2 days they were there.

When issues arose they were transparent and worked late to ensure the conversion from an outdated floor standing boiler to combi boiler went well.

My mother in laws house is now warm and she is very happy with the work done.

We would recommend Hug to anyone considering a new boiler.

"Jason was very helpful"

Jason was very helpful. The fitter did an excellent job, with very little disturbance, and no mess (as he cleared everthing when he had finished.
Happy with boiler so far,