Phoenix Gas Services Reviews 

Made me wait home 3 times in row didn't come at all leaking radiators for over 2 weeks because engineer broke them housing association tenant EMH HOMES.
PHOENIX GAS have no respect who is going to pay for my time off work and studying.
This isn't the first time.
Now 16th October 2024 they reply saying they are sorry but my housing association had to raise the job for another contractor to come because phoenix gas refused saying they wasn't going to attend because of my attitude.
They couldn't tell me why the engineer did not attend then they started sending me letters from the past to make it look as if I missed the appointments then also received threatening letters for annual gas check.AVOID THIS COMPANY THEY WILL JUST STRESS YOUR HOUSEHOLD OUT THEN START TO PROFESSIONALLY COVER THEYRE TRACKS

I have used this company for 5 years now I even had a 3 year maintenance contract with them they always come on time very professional fitter very pleasant and well pleased with his work

Excellent service, fitter arrived on time, was polite and set about his task of servicing our appliance.

Excellent service, arrived on time and carried out boiler service with a thorough check. Friendly engineer, easy to arrange appointment at a suitable time.

You get them booked in on the dates they give you, but no one turns up.

Failed to visit my mother in laws on Friday 16th for a “booked” annual inspection (13.00 - 17:00) and could not be bothered to return my call after leaving a message on the same Friday at approximately 16.10 … I hope they pay more attention to detail when working on appliances !
Service has been rescheduled for Thursday 5th arranged through EMH, hope they turn up … fingers crossed

Van driver tailgated me for miles on the A49 in Shropshire. Deliberately aggressive and highly unprofessional. If that's how they drive, I hate to think how they treat their customers.

Terrible at arranging appointments. They send a letter with a prearranged appointment and encourage you to ring to make another if you're unavailable on that date. But despite doing so, they will still turn up on the original day they arranged, knock the door, and leave a threatening card in the letterbox when you obviously can't answer. Very unprofessional.

I rang emh homes to report my gas was capped off phoenix gas engineer turned up spent 1hr 30 mins to put my gas on left said it was OK only for 2 hours later to pack in again I phoned emh homes back who told me a engineer would visit again on the Sunday off last weekend he came and said we need to order you 2 parts and it would be done in 24 hours 7 days later I've still not got hot water or gas and told I've got wait till next Tuesday further more I'm registered disabled and they couldn't care less I treated with no respect and the lady put the phone down on me my advice avoid this company.

Awful company rude unprofessional never turn up when they say they are. Tell you that they are coming in the morning turn up in afternoon despite being told not too or harassing you will non stop calls then tell lies and send threatening letters and when the so called engineer turns up the so called boiler service lasts about 2 mins and just taps on the boiler and checks alarm and says everything is fine and goes. Total bunch of cowboys chosen by a useless housing Association

Due to your incompetence I have had a solicitors letter about my annual gas check one visit your engineer failed to read his notes and I had requested a hour call before arriving second visit the same except engineer said his computer had broken and couldn’t get any messages up how convenient you have just taken over from liberty gas who were useless by the reviews you have I would be extremely concerned I have contacted emh on this matter and have made such a generous offer of compensation of £10 they are having a laugh you really do need to start putting your customers first a good company is built on recommendations and for what I have seen on here lots wouldn’t recommend you which is very concerning

Appalling company.
I had a gas leak from my boiler last week, once Cadent had capped off the gas supply (which they did within an hour of reporting it), an engineer from Phoenix arrived to check the boiler (several hours later). He was a surly & unpleasant man, who told me the leak was miniscule but because I had reported it they were duty bound to carry out work. It was like he was blaming me for reporting such a tiny leak and I was putting him out. He then told me I'd receive a call the next day to complete the work. Nobody called. On Thursday I reported this to Newark & Sherwood Council and they sent a message to Phoenix for them to call me urgently. It's now Monday and still nobody has called me, I'm still without gas after a week.
Yesterday after very heavy rain, water got into my boiler, resulting in a torrent of water coming out the bottom of the boiler. Being the weekend I called the out of hours team at the council, they told me a Phoenix engineer would be with me within 24 hours. Well over 24 hours later, nobody from Phoenix has bothered to turn up. This is disgraceful.
I don't know if heating engineers have a legal obligation to attend emergency calls, but if they have, then this bunch of cowboys have broken the law.

Update 28/05/24
I phoned the council this morning, they called Phoenix who told them I wouldn't have an appointment for another week. The council persuaded them to visit me in the morning, however tonight after a light shower, I once again have water cascading from my boiler.
If Phoenix had done their job and attended yesterday as instructed then this second flood might not have happened.

Cowboys.

We had our annual council gas check today and the council use this company. addie(sorry if I spelt name wrong),who works at our local branch(which is Oldbury),went about professional and made sure everything was safe.if only everyone was as professional and safety conscious as addie was. A credit to the company he works for and a really pleasant guy, explained what he was doing and the reasons why. Would give addie ten stars if I could

I am a tenant with Homesplus, initial visit Thursday 9th May. Boiler needs a pressure relief valve, I have now been without heating or hot water for 7 days!. Homesplus have asked them to contact me, they haven't, I have emailed the management team with 100 years experience, no response. Friday 17th May still no responses.
So latest update, Homesplus have again asked Phoenix to contact me directly but haven't. If they don't attend today I will have been without heating or hot water for 12 days, as they won't be out till Monday if I'm lucky !!! Shocking
I had already tried to email Kirsty, the email bounced back.

So its now 12pm on the 20th May.
No phone call as promised
No update as promised
I received an email from the MD on Friday after ignoring my previous email assuring me he has spoken to the team. So if your team dont respond to you, culturally you've got problems.
Now before you comment I have not emailed Kirsty, I submitted my details to you via Trustpilot as requested, so as with other negative feedback you attempt to blame the customer

So I've upgraded the stars, because after a bad start, the engineer that visited was outstanding, solved the initial problem but found another, promised to come back 2 days later and did. All business' are only as good as its people and this engineer is a credit to your business. He was informative, helpful and polite, give him a bonus.

My usual gas/plumbing service agent was no longer available, but they recommended Phoenix to me.
But 27% of there Trustpilot reviews were one star!?
They attended to carry out a boiler/gas fire service and discovered a serious gas leak somewhere on the ground floor, needless to say, the gas meter was capped and one of there surveyors visited to assess the way forward and it was looking grim.
A gas safe engineer was dispatched to sort the leak out after agreeing to the quote and paying a 50% deposit (don’t you trust me guys).
Superman turned up today, his name is Leighton, and saved me from surface mounted pipe work around my living room and kitchen. He went the extra metre and found the leak, which was in a very awkward position but persevered. to my relief, great job Leighton but slightly disappointed when you refused to relay my laminate flooring and straiten out the kitchen, just joking. You were great and wouldn’t hesitate to recommend Phoenix Gas Services to anyone looking for a reliable and responsive company xx

Though the part took a while to source but once Phoenix got it they acted quickly. Billy was friendly and efficient and the job was finished to our complete satisfaction.

I recently moved from my 16th C, cottage in Somerset to a small new estate in Woore, at my daughter's bidding, in order that she could keep an eye on me in my declining years (nearly 90 now) and I moved into a brand new home, with all mod-coms I was not used to, and on the recommendation of a neighbour, contacted Phoenix Gas Services to explain to me how my ultra-new air-source heat pump worked and to provide an annual service. The Head office in Stoke were very understanding and on the 18th April a very friendly and polite engineer came out early in the morning as requested, and carefully explained how everything worked and then carried out a full service, indicating where all the possible weak areas were that may go wrong in the future. He was very proficient and left everything tidy and clean, and I would certainly recommend Phoenix Gas Services to anyone who has such an up to date heating system that they are not familiar with..

Gas Service and Repair Engineer - Stoke-on-Trent, Staffordshire
This is the first time I’ve ever felt inclined to write a review regarding my time working for a business due to my terrible experience working for Phoenix gas services based in Stoke-On-Trent. Engineers like myself are promised training to further their skill set that never comes to fruition . You are always told that the following month is the magic month where all the promises will come true but they never do . You are expected to work on call all night into the early hours, and are not allowed paid recovery time. Phoenix will want you to complete work at any cost even if this results in potential driving accidents due to exhaustion from being out until the early hours. This company have a huge turnover of staff on the engineering team and it’s very easy to see why. Phoenix is a family business who don’t care about their employees. Jobs are an unorganised mess you are expected to go into the office and chase parts from various members of office staff. You will often turn up at angry customers houses with the wrong parts due to their incompetence, and you’re expected to deal with the tenants complaints yourself. If engineers make mistakes you will be thrown under the bus by the company without a second thought. I’ve seen it on a daily basis. The service and repair department are inept and not capable of organising a children’s party never mind the dangerous matter of highly important Gas works in people’s homes. Locally in Stoke-On-Trent the company has a terrible reputation amongst creditable trades people, and people always had the same reaction when you told them you worked for Phoenix. Do not make the mistake of believing Phoenix's lies. They will promise you the world in the Interview and won’t deliver. You will want to leave within the first 6 months of employment. Also you will be told in the interview you will have a set patch, however you will be working all across the Uk so 5-6 hours of driving a day is not uncommon. Please believe this review and don’t make the mistake of joining this firm.

Came out on a Sunday to repair my radiator that my grandchild accidentally pulled off the wall. The engineer came out quickly and soon had the problem sorted, many thanks 🙏

Leasehold property run by East Midlands Housing (Emh) and bought by my parents in the year 2000. I have inherited it. I am gradually sorting through everything to clear it out. I have piled up bags and boxes of things ready for recycling, charity shop, etc.

Emh insisted on replacing the entire boiler system and removing the water tank and immersion tank. Surveyor said that a heater would be supplied. (I have had hypothermia earlier this year and am at risk.) The surveyor told me what to move out of the way ready for the engineer: this I did.

On the day the engineer said he should have been on leave. He did not bring the heater I had been promised. He said something about he would have had to drive fifty miles to get it. He did not protect the carpets nor wear overshoes. I made a coffee for him. He played loud music without asking if it was OK.

I soon discovered he had moved a lot of my parents' things WITHOUT ASKING.

Phoenix Gas Head Office unhelpful and fobbed me off.

Engineer left by 10am without doing any work and without telling me, and has left the floors in the kitchen and the hall disgustingly filthy. I presume the dirt came off his many toolboxes, his steps and his shoes. He only moved one item back, and then only to the approximate position it had been in. Everything else he has left where he put it. He even dumped the heavy vacuum cleaner on top of other things, not knowing what was in the bags and boxes. I cannot now access some of the kitchen cupboards, and cannot get to the chest of drawers where my parents' ashes are.

Just put the kettle on to make a cup of tea for a friend and myself. Discovered the engineer had spilt his coffee over the work surface and the freezer.

Just used the bathroom. The other engineer who brought the new boiler used the toilet and did not flush it.

19:05pm. Just discovered the engineer had unlocked the back door. This means when I went out this afternoon the house was not secure. I also discovered he had taken things out of one of the kitchen cupboards and not put them back.

22 March 2024.
Wanted to use my father's printer/copier. Could not get to it as I discovered more of my parent's belongings had been moved blocking access. Later in the day a friend and I discovered he had opened the exterior cupboard where the gas meter is located and had not shut and locked it afterwards.

Update 25.03.24. Response to their reply.
There are no newspapers in the house as I do not read them, and my father stopped reading them about 5 years ago when he could no longer see well enough. It is noted that their reply fails to admit that no work was done. A friend who is helping me sort out my parents' belongings confirmed that the review was accurate as she could see that many items had been moved. She is the same friend who was with me when we found the gas meter cupboard open and unlocked.