Help-Link 

We needed to change our combi-boiler.
Homeserve were offering a 20% discount.
The initial boiler we chose could not be fitted so Homeserve installed the more expensive option, at no extra charge.
The boiler engineer was first class.
The electrician who installed the TADO heating controls was first class.
Very pleased with the experience.

Left without heating and hot water for 2 weeks with 2 young children living in the house

0808 281942 number given to call this company doesn't even exist. What a joke!

initial contact with enquiries with kevin very good.Arranged a survey and it went well as expected and confirmed an installation date, however help link sent a TADO system that I did not request . as a result the installer could not complete the installation ,the engineer sent an E.MAIL requesting the correct T>P ONE which I chose at the time of the survey,and was advised that when it arrives I would be contacted .After a week I telephoned an explained in great detail the situation and was passed to several areas,after ten days I telephoned and arranged for an electrician.

The people that answer the phone are very nice and polite.
The engineer did not call me to let me know that they were on their way.
I was 10 mins away and rang the call centre to check that I would get a call instead I got a visit 20 mins afterwards and I was not there.
What is the point in having a system if it is no adhered to.
Maybe they did try to call me but there was no trace on my phone but at least I got a card through the door. It's just as well I managed to get my hot water and boiler on again myself from the manual.

Great job and took 2 days to complete installing our boiler. Would recommend.

It was a difficult experience to go through with homeserve to get the boiler running this time.
BER boiler replacement is with lots of unreasonable conditions.If Help-Link offer to replace a boiler which is beyond economic repair and with the free boiler with only installation cost to be paid. Why do they restrict one boiler brand such as Ideal. If they cannot provide at-least the brand of the boiler they are replacing, why not provide the cash equivalent and the customer can install a boiler with their choice.
Simply telling the customer to accept the Ideal brand or nothing is bit suspicious. It is like promoting a company product indirectly and against common trading practice.

Survey done OK however following week I was phoned and asked to agree to a contract change for a different timer to the one originally specified however the person calling couldn't explain why this change was happening or what the difference in timers was. I was eventually called back and it was explained that the type of timer specified originally would not work with a combi however the new one would be the same (a wireless controller I could move around the house). When actually installed the controller is wireless but designed to be screwed to the wall in a fixed location.

On the day of the boiler install there was no electrician booked so whilst the boiler worked the timer could not be fitted. At no point was I told that the installation would not be completed in a single day and pervious boiler installs I have had done have only ever taken one day before.

As I could not take time off work for the electrician to visit I had a week where either had to leave the heating on all day or come home to a cold house and wait 2 hours for it to warm up.

When the electrician then came and installed the timer he refused to put the surrounding cupboard back over the boiler claiming to was 'to heavy', this is the same cupboard the person fitting the boiler a week before had removed and re-fitted. Instead of putting the cupboard back it was left in the middle of the kitchen floor for my 80yr old mother to have to drag out the way when she needed to get to the fridge. No attempt was made to arrange for the cupboard to be re-fitted, it was just left and assumed I would be able to fit it later.

Throughout this when I have called Homeserve and they have had to call back I have repeatedly told them that I can't take phone calls in the day, despite this they have multiple times tried to call daytime.

In summary I have:
- Different timer to one I expected and wanted
- A lot of hassle with trying to get the contract problem sorted and Homeserve repeatedly calling when I had told them I was not available
- I was left to put the cupboard that the electrician removed.
- Had to arrange for someone to be home for a second visit a week after the boiler install.

I have had a couple of boilers installed in the past by small local companies and both times they were far more organised and competent than Homeserver, I wouldn't recommend them to anyone with the amount of problems this install has had.

Decided to take up £300 off boiler offer. Surveyor came within a few days and boiler change carried out within a further week. Sadly, the new 'most reliable boiler" had a fault and Worcestor couldn't come out until 3 days later. They then found that they didn't have the correct part so there was a further day without hot water or heating, although their engineer did make an unscheduled 07:30 visit to complete the work . Then the system couldn't circulate hot water and two days of modifying the pipework followed; finally modifying the system to a sealed one got the required result after 5 days, although a leak required a final visit next day to sign off. Had to buy three fan heaters to stop the family freezing to death!
Throughout all this, the fitter (Mark) worked very long hours with a fantastic determination to get everything working, with the help of his manager who turned up in person to assist. Also, my (several) calls to Homeserve were answered by lovely, helpful staff who understood our problems and tried their best to help us. Not sure that anyone could have foreseen all of this but I doubt any company would have worked any harder to get it all working. So despite the trauma I would definitely recommend Homeserve, whose staff never wavered in their efforts to overcome the problems, most of which were not of their making.

These guys use cowboy fitters after a catalogue of errors which would take a week to write out. Fair to say I would never use or advise anyone to use. Took so long to complete the work had too alter all the pipe work move condensing pump, fix large hole in roof, hole in ceiling had to get transco out due to low gas pressure electrics kept blowing no hot water for 4 days, new pump had too be fitted in boiler and now got to wait for an eco pump to be designed tested and fitted which could take a yr or more so have a non eco pump in which defeats the object of getting a Worcester Bosch boiler. Flooded my floor downstairs so they had to replace flooring and the list goes on..... after having to fight to get compensation for countless days off which I took holiday from work and said well you get paid for having the days off, yes too have a holiday not sit in waiting for work to be completed, They finally deducted £400 off the price of the boiler. Personally I shouldn’t have had too pay for it at all because it took so long to fix everything and my days off ruined due to there cock ups. You may think you are getting a good deal but seriously you are not . I would not like anyone else too go through what I went through. The one star that I gave was for he few people that helped along the way but as for help-link as a company forget it !!

After our boiler broke and facing weeks without any heating. Help_link arranged for the engineer to visit the next within days.
Chris was very professional and really new his stuff to advise us what we needed.
He carried out a thorough survey and advised us on the price, with no heavy sales pitch we could have left it atvthat.
We were so impressed and agreed to go ahead. Chris rang the installation team and arranged for the fitting THREE days later.
We now have heating and hot water, WOW fantastic service and would recomend to anyone.
Colin Northamptonshire

Had the Survey completed - no issues, good price and arranged install for the following week. Unfortunately had to cancel this due to Funeral but rearranged for the following week, Monday and possibly Tuesday, so arranged 2 days off work. Advised work would start at 08:00 on the Monday.
Phone call at 08:20 to advise cant come today as lad sick but will definitely come tomorrow and stay until job complete, expect arrival at 08:00.
Tuesday fitter pulls up at 08:45 but sits in van until 09:00, other lad arrives at 09:00 when 1st leaves to get more supplies !!! Partway through install advised that Electrician not coming today but office will arrange, this was never explained at any time during process - so more time to be arranged off work !!. Install of boiler finally completed at 19.45 with temporary fix so we can override and manually switch on heating & hot water. Electrician arranged for Friday PM. Electrician duly arrives with "very colourful" language and a liking for "gangster rap" music which he played on his phone. He couldn't complete the job due to a "faulty" part and would contact the office but as now 16:30 on a Friday not likely to hear anything until Monday. He agreed to wire up the system so we could continue to manually override the system and use heating & hot water. Unfortunately he did this incorrectly and we now have to put the hot water on for heating and vice versa - not impressed. On Monday once again i duly called the office and was passed around but for once i did get a gentleman that did as promised and called me back and kept me informed - Thank you Jason. The Electrician had not arranged another appointment as agreed - I am surprised NO !!!, so as i sit here now, i have had to arrange yet more time off work for yet another Electrician (dreading it if i get the same one) to come again on Friday Morning to finally "complete" our install - would i recommend them - Hell No run a mile .....

Boiler install was meant to take 1.5 days, took 4 after they asked the electrician to come at the wrong time so i had to stay for day three then the boiler sounded like an aeroplane taking off so had o switch it off while someone came to check the install work and get it working again.

A month later the boiler was showing a fault so called the company under the warranty and after 3 more days in the freezing cold, it turns out that when they installed they didn't check the condensate and it has been backing up in to the boiler!! I suffer from rheumatoid Arthritis and waking up in the freezing cold has set my health back and it now takes me 4 hours to be able to get out of bed.

AVOID THEM AT ALL COSTS!!!

Quick speedy job no problem with that the problem started after- was assured my boiler would be registered so warranty kicks in well 3 weeks later phoned to check and boiler on their system but with blank owner details - sorted that one myself. Heating has been on constant since boiler fitted despite setting controls 3 phone calls later still not sorted just passing me from one company to another

It all started of very well, great price quoted friendly surveyor etc;.
On the day the fitters turned up they could not fit the new boiler in the existing place the old one was due to the updated regulations regarding the soakaway, . I then phoned the surveyor myself to explain and he came back to re-survey a new place for the boiler. A date was agreed with the surveyor and nobody turned up on the said date!,.
I phoned Homeserve and they were not aware of the date and I had not had any phone calls to the contrary, or to confirm,(which I did not think I needed!),. So after being passed around the Homeserve call centre a few times and stating my annoyance at the surveyors notes on his report NOT being seen for the new appointment, I insisted they send somebody as soon as possible.
That was a friday, so two days later Monday 26th Nov; two plumbers turned up and fitted the new boiler in the new location, they did a great job over two days, the electrician turned up to put in a new spur for the boiler but he was too early and went away , I was told I would be contacted to make a new appointment for that work.( the boiler was temporarily,and still is as I type, plugged into one of our sockets, 4th Dec 2018), I was contacted to make a new appointment and on the day 3rd Dec, 2018, the asbestos man turned up but the electrician did not!!!!,. After making several calls to Homeserve and being passed around like a naughty child ,,the same day as the Asbestos man was waiting, and not getting anywhere, even though they said they would ring me back, but did not. The electrician phone the asbestos contractor ,while he was sat in his van outside my house, to tell him he was not coming , but did not have the decency to contact me!!!!!!,
It is now the 4th Dec 2018, and I still not had and calls from ,the ever caring Homeserve to tell me what is happening . WHAT A JOKE this company is.

Honestly it was too good to be true but it was!
It took 8 days from contact to insulation complete.
Office staff very friendly and helpful.
Sales rep was great, very thorough and took his time, was a pleasure.
The installation team were absolutely brilliant. Tidied up after themselves and nothing was too much trouble.
So back to start.....too good to be true but it was 😁
We couldn't have been happier.

Plumber who fitted boiler was excellent. However we also didn't have an electrician booked so have had to accomodate this on a different date. Would have been much better to get all done on same date when a days annual leave was taken for the installation

From the moment the two surveyors stepped into our house, the whole process was completely seamless. Everything was explained in finite detail, no obstacle was too great. Then it got even better when Darren the engineer arrived spot on time at the time and date agreed. This man is probably the most tenacious tradesman I have ever witnessed. His skill and attention to detail was quite unique. The Worcester boiler he fitted is an absolute dream. Would I recommend help link/ homeserve ? You bet I would.

Installation of new boiler was OK, no more. Took until 6.30 pm when they had estimated 2.30 at the start, with no explanation. Left in a hurry and left more of a mess than I was expecting.
10 minutes after leaving, most of the radiators went cold. Further investigation by me showed that more bleeding was needed. Have had intermittent problems since the installation 12 days ago, but hopefully now sorted, although it has taken 3 extra visits and some inconvenience to us.

Excellent service when there came and put me a new boiler in . Can't fault them at all