Help-Link 

Over all great job. But was told it would be a ‘13 hour’ job. So two days. It was completed in one day and then I had to chase up the electrician to be booked but couldn’t be booked as the gas job was open for three days. We had heating and hot water but heating was constant and set not by a thermostat just temperature of the water circulating. Which was a nightmare being pregnant and not regulating my own temperature very well and a hot child that needs night time cooler to sleep. But it’s all circumstances. And all sorted eventually.

good service but have been charged for scaffolding which was NOT used and old boiler sat in garden for 5 days before being taken away

Fabulous servuce frimfromi initial sales Consultant , right through to the fitter and electrician Our fitter Tom was superb , a very tidy and professional fitter , and have recommended you to friends in our area... 10/10 in every way , and having chosen you over British Gas ( who were cheaper).. fully satisfied and so glad we went with you

Good service. Reliable workers. Was a bit of confusion between Home serve and Help Link which didn't help I knew they are currently merging services but there could have been better communication. Also had to chase up electrician and removal oif rubbish would have thought done automatically. Was also left feeling a bit in the 'dark' about how to use the new boiler not having one like this before. I asked questions and they were answered but it would have been nice to have a proper demonstration.
Overall a decent job just a few personal niggles.

BEWARE!!! DO NOT USE

Boiler installed Nov 2015, bought using a 10 year plan is being removed Feb 2019 as not fit for purpose! Catalogue of errors from start to finish and customer services however polite have been no help at all!

1. Installation was carried out, boiler was condemned and turned off (on a Friday so no heating or hot water all weekend) due to a problem with original pipe work NOT picked up on survey.

2. New pipework put in by helplink engineer who damaged kitchen floor whilst doing so - after numerous phone calls, photos sent and visits from more helplink surveyors we finally got compensation (mainly due to the fact we had to refused to sign off the finance until it was done).

3. Nov 2017 thermostat broken called helplink to be told although it was installed by them its only covered by the manufacturers warranty which had just run out and we would have to sort it. This was NOT pointed out at point of sale!

4. I currently have no shower and it takes 30mins to run a bath. Basically the boiler fitted by helplink on their recommendation is not fit for purpose & does not suit modern living. At the time of survey helplink WERE told we would be changing our bathroom in the near future and installing a shower. This has been done by a reputable company. As helplink had installed a boiler that is not a combi boiler our system can not cope with the shower and has damaged the shower and the tank they left in! In order to get this fixed I now have to change the 3 year old boiler for a combi otherwise this will continue to be a very expensive problem.
We trusted helplink and gave them all the correct information at point of survey (including telling them about the imminent bathroom refurb!) How wrong we were. We have been mis-sold the wrong product that has been poorly installed and now we are having to replace their bolier with a new one still having 6 years left on the finance plan!! Gutted.

Again although pleasant on the phone helplink have refused to send anyone out to look at the problem or give their 'professional' opinion as the install guarantee (which is only 1 year) is over. Also not highlighted at point of sale.
I am now seeking legal advice and have reported the problem to trading standards.

I would say to anyone thinking of dealing with this so called company DO NOT DO IT. If I were to list all the things they did wrong and LIED about it would make War and Peace look like a paperback. Suffice to say eighteen months after their botched job of installing a new boiler and 18 months of them lying to me. I cannot stress strongly enough DO NOT PROCURE THEIR SERVICES, If you ignore my advice all I can say to you is forewarned is forearmed

very friendly no pressure and covered every aspect of the installation and guarantee

Terrible, new boiler supplied and installed 23 Nov. 2018. problems from the start with boiler performance. No hot water with C.H. off. Later no heating or hot water at all. Frost stat and condensate pump incorrectly wired.(not pumping out hence water flood all over floor and running down walls. Every time I phone up I get transferred 3 times to different departments and no-one has a record of the situation. Plenty of promises to get it sorted out but nothing happens.
I had a lovely, cold, unwashed Xmas!!. As a pensioner especially I think more urgent care would have been standard. I am not holding my breath for any quick resolution.
It may be a "Which" back company but avoid it at all costs!!!

Very professional company from start to finish. The installation of our boiler went very smoothly and the engineer explained the whole process. Very little mess and all waste removed at the end if the job. Would recommend.

We had a new boiler fitted by Homeserve as ours had broken down. This was part of the annual agreement on our boiler cover. As our boiler was over 12 years old we did have to pay for installation which seemed rather expensive at £1300.
Although we had to wait for 2 weeks the new boiler was fitted on the agreed date by 2 very nice installers. There were some communication issues as the electrician had not been booked for that day but these were resolved promptly by Homeserve. Although communication and liaison could have been improved, the company were very proactive in resolving issues and were very keen to address any issues.

I would recommend using Homeserve.

I would like to meet the 71% who have found this company excellent ...September since we had our new boiler fitted..still no-one to inspect the fact that we have lost 3 radiators ( no mention of the fact that as elderly they may burst through increased pressure) ,an integrated kitchen ruined as the new boiler far too big for the designated cupboard " it will be tight ,but it will fit ".Terrible customer aftercare constantly being fobbed off with numerous letters stating that our complaint will be dealt with in 4 weeks ,names of people dedicated to my case who have left Home Link's employ weeks before."So and so will call you tomorrow"....nothing ! I had chosen this as a large company not just on cost but for the aftercare I was promised ...Steer clear !

still waiting for the job to be completed from November, holidays wasted due to no show of engineers, poor workmanship, now to be told parts have still not been ordered, do not recommend, go elsewhere.

An OK start but then things went downhill. Surveyor came, quote was higher than expected but decided to go with it to get a good quality boiler from a reputable company.
First installation date was cancelled as they had to send a specialist to test for asbestos - result was negative.
Second installation date was cancelled at short notice as there was no engineer available.
Scaffolders arrived amongst much confusion over where to erect scaffolding as we expected it go at back of house but they had been instructed to put it at the front. We had been told the site of the existing vertical flue at back of house could be reused but apparently Help-Link/HomeServe had decided they needed to install a completely new flue at the front of the house and the existing one at the back was to remain in situ. We had never been contacted regarding this and certainly would not have agreed to it! After 2 telephone conversations with the surveyor, scaffolding was eventually erected.
However, when an engineer arrived the following day he immediately said he could not carry out the installation as the scaffolding was inadequate for him to get to the flue within Health & Safety parameters. Numerous telephone calls ensued - there had obviously been a total lack of communication regarding the whole job - which resulted in the engineer leaving and a fourth installation date being arranged; another wasted day for us!
At the fourth attempt the boiler was eventually installed and working but when I rang to see what time the engineer would be arriving - one had not even been booked. It was arrange for an electrician to come 3 days later between 1pm & 5pm - he arrived at 10.30am!
We have raised a complaint and received a letter dated 7th December 2018 with resolution due within 4 weeks but still nobody has contacted us. Also, when I last enquired, the warranty had still not been registered despite assurances from HomeServe that they would do it.
I tried to pay the balance by cheque but was told that this is no longer an option despite it being clearly printed on my order confirmation. Obviously customers have to abide by the Terms and Conditions but Help-Link/HomeServe do not.
I am a carer for my elderly mother so on several occasions had to arrange and pay for alternative care; thus this poor, inadequate service has caused financial loss and great inconvenience.
I would find it very difficult to recommend this company to anybody.

Help-link gave me a phone estimate for replacing my old boiler. They also booked me an appointment with one of their surveyors. On the appointment day, two men from Homeserve/Help-link unexpectedly arrived, about 15 minutes before the agreed time. They stayed for one and a half hours, nosed around even in my plates cupboard, took photographs of everything, tried every water tap in the house and soiled my floors. One of them was a trainee, who was disappearing down the corridor to take personal calls, the other was trying to put me under pressure to buy a boiler I didn’t want that turned out to be a lot more expensive than the phone quotation. I was told that this particular boiler was the only one I could have. I was also told that it would save me a third on gas and electricity bills, which is extremely unlikely. I had the feeling that he was working on commission and that he would have got a higher percentage had he succeeded in selling me the boiler he wanted, this was confirmed by a Homeserve agent. When they left, I had to spend considerable time cleaning the floors. Half my day was wasted after these two. What respectable service wastes one and a half hours of their time and my time for a simple and straightforward quotation? Will think twice before phoning Homeserve in the future.
Update: Help-link/Homeserve contacted me to ask for details, but they could not care less about the complaint I raised. They only wanted to sell me the wrong boiler and justified everything their surveyors did.

We had our new boiler installed 4 weeks ago, we thought to use this company and we thought we were in good hands.
They use excellent products,customer service excellent too, only thing I wasn’t happy was they use contractors to fit my boiler and he’s nice enough guy but his workmanship wasn’t fantastic, he try to rush and never finish to the standard I was expecting.
I’ve to get installer back to finish few things correctly and was done they I was expecting as it should been done in first instance.
Also they send electrician to fit wireless thermostat and he was excellent and very knowledgable guy.
I would I use this company again?
I would say yes if they start using their own installation engineer and contractors should have guidelines to certain standards, otherwise quite good and very helpful customer and after service.
I’m only giving 5 Stars ⭐️ Because of thier customers service, excellent products and willing to put things right.

I think it is a good product. unpressured introduction. Excellent plumber, who worked very hard, but was also very thoughtful in the work he was doing. Tried very hard to avoid redecoration of area boiler was situated,and ensured it was fitted in line with kitchen cupboards etc.

Very good service

arrival time on installation day very clean fitter no mess in kitchen one day fitting

I can't give zero stars on this company. Avoid at all cost. Waste of time and alot of money! Complaints not handled at all. They will put a message about this review but it's someone's job to write travelling apologises. I'm now going to post on social media. This company needs highlighting as appalling