Help-Link 

It was easy to book an appointment, the surveyor was helpful and the quote £300 less than local plumbers. We decided to go for it and home serve went the extra mile to find a plumber who could install our new boiler quickly as we had been without heating or hot water for 2 weeks. Our plumber Toby was pleasant and did a great job. Impressed all round.

Overall the installation of our new boiler was not bad, the Help Link staff were friendly and worked well in a tidy manner. My only issue was the planning, the office forgot to book the electrician for our original date so this had to be accommodated some ten days later, the delay was partly due to my busy diary and I was left with a working boiler by the engineers but it would have made the whole experience a five star rating if this had been sorted as first proposed. Help Link also ordered scaffolding but that never turned up either!
Overall I would recommend Help Link but my experience could have been better with a little more planning and support from the main office.

waiting for Installation Manager to come and check the height of the boiler as told by the Surveyor that due to requirement that the new boiler needs to be lowered and waiting to find out if a soak away drainage is needed and not the insulated pipe, while waiting to get this work sorted I keep getting phone calls for the balance to be paid after telling customer services they shall get payment when job is completed to satisfaction.

Very helpful from start to finish no hassle.
I would recommend them.

Service is VERY UNSATISFACTORY> They give the work to sub contractors who does not explain anything to the person having the job done. They have your signatures but does not give the papers inspite of
asking severel timesm, This has happened with me

Sudesh Luthra

I had a boiler fitted in late September having been recommended Helplink by my local plumber who services my boiler. The Sales representative said that they would use the old boiler to carry out a chemical flush of the system therefore making sure the new boiler would be installed in a clean system with a filter just in case there was any dirt still in the system. The fitter on the day used the new boiler to complete the flush then fitted a filter. I queried this at the time and the fitter said they always do it this way! 3 weeks later the boiler was overheating and cutting out. I called Helplink who referred me to Worcester Bosch and an engineer came out. He said the exchanger was blocked and fitted a new one. He showed me the dirty water in the system which would fail their test and said that a full flush of the system needs to be carried out with the boiler bypassed. If this was not done and I called them out again I would be liable to pay for any repairs.
I fed this back to Helplink who said that a power flush would cost around £500 and I would have to pay. After I complained they said that they would do it at cost and I would have to pay £220. Apparently there must have been sludge in the system that they did not know about and so it is not their fault. They had followed manufacturer's instructions when fitting the boiler even though they did not do what the sales representative had said they would do. I have refused to pay for a power flush as feel this is totally unacceptable and am waiting for a further response.
As an engineer it makes a lot of sense to carry out the chemical flush with the old boiler if possible rather potentially contaminating the new boiler with any dirt that might be in a system.
After a week I was offered a reduced price for a power flush which I refused. They said they would try a get the Worcester Bosch report and call me back after 4 days. I had another call after 10 days from a different representative who offered me the same reduced price for a power flush. No mention of the report. Customer service is a complete shambles. Be careful people!

I held a policy with HomeServe. My boiler was beyond economical repair so a new Ideal Logic HE30 boiler was installed. I paid for the installation costs under the policy which was much higher than I would have had to pay with other installers. The communication/customer service throughout the process of survey to installation was dreadful! During the installation the outer boiler casing was badly scratched, the engineer did not rub down the filler around the flue and the kitchen was left in a mass of dust. The garden was left untidy with the old boiler parts in it. The tenants took time off work for the survey - the surveyor did not turn up. After the boiler had been installed, the tenants had to take another day off work for the electrics to be finished. They were very unhappy. As the landlord, I complained to HomeServe about the damage to the boiler casing, the poor workmanship and untidy condition the property was left in together with the complete lack of customer service. I received no response to my complaint which I raised on 9th November and have sent a second complaint to them on 1st December. I have not received any confirmation about the 2 year warranty for parts and labour that I was told I would receive following installation from Ideal Boilers. As I have effectively received damaged goods, I will be taking this matter further under my legal rights.

This is the second time I've had major problems with HomeServe.

My recommendation - DO NOT USE THEM!

the rep came to see us and gave us a quote that was acceptable so we arranged them to fit a new combi boiler and remove the old system and fit 6 new thermostat valves to the up stairs radiators. we were told that the new valves came in pairs so that both valves would be fitted at either end but they only fitted the thermostat end and when we ask customer services about this they said that they would come back to us. 2 weeks later and still waiting.
before they came to fit the boiler the rep phoned us saying that the hive system was not compatible with the new boiler but they could suplie us with 1 that would for £170. we phoned hive and they said that it would.so on the day of fitting we asked the plumbers and they said it would and the electritian would fit it for us.
The taem of fitter were great and every care was taken when installing the new boiler and removing the old 1.
the next problem was that the rep saiod that the electrian may not be able to attend the install that day but would come another day to install the thermostat and wire the boiler up to the main correctly but customer services said that he was , so after the fitters had gone the wife stayed in waiting but no show . she phoned them and got no response to when he was coming and she had to keep pestering them into the next week to get it sorted
So top and bottom of it rep was ok , fitter were great , customer service was terrible.

Really happy with the workmanship and the professional engineer nothing was to much trouble and explained everything and very tidy.

the was very efficent ,fitting my boiler.my only complaint is that 10 days later the rubbish from my old boiler is still sitting on my drive way.today for the second time i have had to ask for it to be removed.so hopefully monday or tuesday next week will be gone

The boiler installation went well and everything is working fine and the installers were polite and friendly,However I developed a leak under the sink where pipes had been moved and had to rectify thru my Homeserve policy which resulted in me having to use 1 of 3 of my call outs I am entitled to over 12 months which should have been Help-links responsibly to rectify the problem as I paid them for the installation,Sadly they are failing to recognise this issue.I am still awaiting a response into this matter after 10 days.Would I use Help-link again?I would have to say NO purely for the after care service.

From the sales person to the actual installation of the boiler everything was done in a professional manner . I would have no hesitation in recommending Help Link .

I had two boilers replaced and this was done quickly and efficiently.
All the workmen were skilled, pleasant and there were no problems.
Thank you

With care and attention to ones property and efficient workmanship in replacing gas boiler I am very happy

Mr N White

Fabulous service from start to finish. Let me know exactly when they were coming, work completed with minimum of fuss and disruption. And everything checked before leaving. Excellent service

I have mixed feelings about Help-Link, every individual I have encountered with has been professional and given me nothing to complain about, however the company as a whole I feel has let me down. First it turned out they were unable to replace my boiler as quickly as I had initially been told. Secondly I had to wait a further two weeks before an electrician could come to install the timer and this was only after repeated phone calls. I was then told the electrician could only come during morning or lunch times and during the week, I had to ask my Mum to come and stay as there were no appointments that weren't during my working hours. It turns out this electrician is given an area from Lands End to Bristol to cover!

My biggest complaint however is regarding waste, a cardboard box filled with all sorts of rubbish just left on my front garden which the plumber had told me would be removed the same day. I contacted the plumber who apologised and passed the complaint on, nothing happened. I emailed with no response (after trying unsuccessfully to get through to customer services). When I did eventually speak to someone they promised to send the waste team the following day. Nothing happened. I complained again and was told once more that my rubbish would be collected. When I came home from work that day I found that the waste people had been, they had removed the copper pipes and carefully placed the rest of the rubbish in my porch. They actually made the effort to come to the property but then only took that which had any value. I had to haul the box (which I couldn't lift on my own) and take it to my local recycling centre.
Not good practice.

Quick and reliable service, great value!

No problem with installation of boiler fast and efficient. Unfortunately the engineer who fitted it had no idea how to setup the TADO Smart controller (I had to download the app) eventually a second engineeer appeared who rattled through the instructions and quickly disappeared. I have managed by trial and error and use of Youtube to be able to use it. I would suggest that any engineer sent to fit these devices should have some knowledge of the internet!

Boiler was installed 1 week ago but engineer did not have part required to update meter even though it was on the invoice. Have now waited in on 3 occasions only to be let down. Also have not heard at all from electrician to carry out the necessary wiring. Disgraceful.

My new boiler was installed quickly and professionally. The trouble came with getting the electrician in to connect everything. I was around two weeks with my loft hatch open and a mains lead plugged into my bedroom socket. There was a problem getting a part, that’s fine, but I wish they had communicated better. I had to chase and chase for information. My son lost two working days waiting on a tradesman who wasn’t coming. Was all a bit of a pain!:(