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Keisha Watson

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Review of the British Gas, Boiler Repairs:

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Disappointing British Gas HomeCare Experience

I've maintained British Gas HomeCare cover for my rental property, expecting reliable support when something goes wrong. Unfortunately, my recent experience has been appalling. An electrical fault has left the property without working sockets, hot water or heating, as the affected circuit also supplies the boiler. Despite two engineer appointments, the problem remains unresolved. First appointment: The engineer arrived earlier than the scheduled 12pm appointment, when nobody was available to provide access, and subsequently cancelled the visit. Second appointment: After spending half a day on the phone trying to arrange another visit, an engineer finally attended. He spent approximately two hours investigating but was unable to identify or repair the fault. Several potential problem areas were reportedly left unchecked. The engineer suggested that the fault might be beneath the flooring, but this was never confirmed. Rather than arranging further fault investigation, British Gas advised me that I would need to lift the flooring at my own expense and pay separately for an electrical inspection. This is particularly frustrating given that I already pay for HomeCare electrical cover. I then spent practically an entire day on the phone and web chat trying to escalate the matter. Despite raising a formal complaint and explaining the urgency, the only outcome was another routine appointment more than a week later. What is the point of paying for HomeCare cover if, when you actually need assistance, you're left chasing engineers, repeating yourself to customer service and still without a resolution? The property was occupied by tenants until recently, and this unresolved fault is now delaying my ability to return it to the rental market. I appreciate that electrical faults can be complicated, but I expect proper investigation, clear communication and reasonable urgency from a company of British Gas's size. British Gas, please take ownership of this issue. I'm asking for an experienced electrical engineer to investigate the fault thoroughly, a clear repair plan and an urgent resolution rather than another routine appointment. I would welcome a response from the British Gas HomeCare management team and will update this review once the matter has been properly resolved. Reviewed on: 4th November 2026

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