Watret&Co Reviews 

Watret’s provided “service” if you can call it that is disgusting from all angles and areas.
There are countless issues with their processes that so severely wrong and lacking in a multitude of ways. They are the least agile company ever.

Customers receive such a lack of service/help and a huge lack of communication.
No one can tell you their name, they hang up the phone from you and you can be left waiting for an engineer for over 5 1/2hours and counting or not even turn up without communication.
This company should be able to accommodate the service users in their “out of hours service” that’s what it’s there for and why it’s called out of hours to accommodate for precisely that and those jobs.
Calling and asking for an update is a burden and they can’t be bothered. Then you can’t be called back as their Appt of hours operators are a third party.
Utterly TERRIBLE.
The third party phone company watret uses for the out of hours are so rude and bolshy with their behaviour. If I could rate them less than zero I would. Will be reporting as a formal complaint. I’m disabled and immunosupressed. I explained to them I have a condition where the I am seriously impacted on the temperature of my environment and not being able to wash because I have a heart and lung contain condition.
I was actually left without heating on Christmas Eve and Christmas and they didn’t even bring a heater then when they did they brought blow heaters when if they had asked before they would know I can’t have a blow heater as it affects my breathing.
They literally tenants time and time again across multiple occasions.
To top it off they don’t fix things then and there as they need parts and need to order them.
They should have these in their van ready and they don’t…everything takes so long and their processes are just horrific with their system from the sounds of things from engineers too. So it’s not just us as customers they treat their engineers badly too.
Everything about them is awful. They should’ve be reported to the relevant ombudsman already!

Absolutely disgusted by Watrets service. An engineer came out within 24hrs to look at my boiler that wasn't firing up, in and out within 20 mins ordered a fan to be fitted and didn't recieve a following appointment to fit the part until 4 days later (friday) a different engineer came out to fit the part took one look and said a new board was needed installed the fan obviously didnt fix the issue, he ordered the part infront of me and requested to the office to send someone out the following day (Saturday) - I personally looked for this part and there are 3 local branches to me that had collection right away the same day. Nobody contacted me after waiting in a freezing cold house all day and after speaking to the office this morning once they reopened after the weekend they have told me all parts from Friday are ordered on Monday morning and that they will be in touch with an apppointment time once it has arrived. I have 3 children one being a newborn and another currently toilet training with no heating and hot water unable to wash or get warm. Watret have supplied me with one fan heater to heat a 2 bed house and I have now racked up an electric bill of over £200 trying to get the house warm which has resulted in me not being able to afford food let alone a private tradesman to come out and fix at my own expense (even though im told this isn't an option anyway!) . I'm being punished because of incompetent workmen who can't be bothered to do there jobs properly and dealing with watrets customer service that couldnt give a monkeys especially with the current cost of gas and electric sky rocketing, told them I am having to choose between heating and food and there reply was "oh well, we will be in touch". Now coming up to two weeks where this company has left me with no working boiler. I have many friends and family in the construction industry who wouldn't dare leave a customer without the nessecistys in -0°C temperatures, this is an essential service which really needs to be working around the clock if they are taking on large contracts. I have the unfortunate luck of having to allow this company to do yearly gas checks and they never show up to scheduled appointments without any cancellation notice making me book and wait around on pointless days off of work which I do not get paid for. I have no idea why landlords put their faith with useless companies like this, I am sick to death with the amount of money this company has made me loose.

Directed by Housing for women. I have had no hot water or heating for over two weeks and a leaking boiler. I have two children under the age of two and was told I was not a priority but customer service Chloe. When I finally got an appointment it was then cancelled and NOT rescheduled. Very unapologetic!

I wish to make a complaint about the discrimination I have faced this evening in regards to my heating and hot water. I called you this afternoon and you gave me the number for Watret who are the boiler contractors for Notting Hill Housing.

I called them and explained the fact that I have a child in the property and that our heating and hot water isn’t working and they said the earliest they can get somebody sent out is Thursday. Which means they’re expecting us to go 4 days without any heating or hot water.

Once I got home from work I called the out of hours number because the cold was unbearable and I was given a job reference number and I was told that somebody will come out to inspect the boiler. Nobody came and I was then sent a text message at 22.37 which said that the engineer isn’t coming and they’ll contact me at 10am. So I was made to wait 5 hours to be told nobody is coming.

I then attempted to call again back to back my call wasn’t picked up or was disconnected I called again to raise another job and after waiting yet another 4 hours I called in again and was spoken to very aggressively by a Lady called Zoe who called me a liar and she was very insensitive towards the situation and she said I need to wait another 24hours.

I am absolutely disgusted at this quality of service and even more appealed at the way Zoe spoke to me as if to say I should be complaing about the fact that it’s November and our boiler isn’t working and what’s worse is she used her mouth and called me a liar

I will be escalating this matter much further as I’m in so much paid my bones are cold and we cannot sleep due to the cold. The next day Tuesday 9th November I called at 8am to find out what’s going on and if the engineer will be attending. The lady I spoke to had no knowledge of the issues and had to raise the job yet again. The engineer finally arrived at 13.37. Very rude trying to be smart and after 4 mins of assessing the boiler he claimed the fan inside the boiler was damaged and that he needs to send off for the part to be ordered. After he left I heard nothing as to when the part will be ordered and when my boiler will be fixed.
Wednesday 10th November 8.06am I called Watrets from my mobile and the call centre agent picked up then hung up on me right after.
8.12am I called on private number and a lady picked up. She put my call on hold and I was then connected to another agent who said the part was ordered and the engineer will fit the part on Thursday 11th November between 8am and 10am. Which will now be 4 days without central heating or hot water in the middle of November.

Absolutely useless, unreliable with very rude and incompetent staff.

I am a NHG tenant, was told Watret engineer will come see us on Friday between 1-6pm. No one turned up. Called back at 7pm only to get connected to after hour emergency line, spoke to them who informed me no job was raised. Raised a job with them on Friday, no one came, called Saturday, raised it again, no one came, called Sunday, raised it again, no one came! My dad is a cancer patient, we had no heating or hot water since Thursday evening. 3 whole days without heating or hot water during the winter.

Called Monday, spoke to Paula or Pauline (what ever her name was) and another women. Both were extremely rude, no empathy at all, was told, we do not qualify for emergency, that’s why no one came. (So no one could have been bothered to tell me when I called Friday Saturday or Sunday, and having a sick dad who is on cancer treatment is not an emergency)

Spoke to Watret, explained my frustrations to the team who kept telling me “don’t shout at us as we will hung up the phone” clearly didn’t give a toss about customers instead was taking everything I said personally, ignoring the fact she and her company had falsified information for 3 days, and understanding my concerns. They hung the phone on me 4 times for being “frustrated” at their service.

Then proceeded to call my housing officer who called me and understood every single word I said. My housing offer informed me Wateret did not have any case notes on the system nor did have any notes to state the tenant is a cancer patient.

Lied to us that an engineer came to the house on Friday which no details or reference for the job could be verified. Wasted my Friday, Saturday and Sunday. Then have the audacity to hung up phone calls after I get frustrated at their rubbish service!

Absolutely rubbish, careless service, useless and it’s as if the office is run by pigs.

I have a formal complaint against this company which I will be perusing as far as I can. I will be filing a complaint against the manager of the office and will request the outcome. Shambles. There’s only 6 of them and they can’t do a worthy job. They all should be ashamed of them selfs.

FYI to all staff who work in that tiny office of 6. FIND ANOTHER JOB. GET OUT OF CUSTOMER SERVICE ROLES IF YOU CANT HANDLE DIFFICULT PHONE CALLS. THIS IS WHY WE GET TRAINED.

I have informed NHG we no longer want Watret to provide us with their services. This is currently being investigated.

Never ever turn up for their appointments and always come up with the same excuse of the engineer is sick even before fing covid

This company is a bad joke. I’ve received a repossession letter due to supposedly not allowing Watret representative into my home. Utter rubbish. Two appointments, one I may have not been in but the second one I made sure to be home. They took a photo of my front door then left without knocking. Turned up yesterday, knocked on door, and was already out the gate by the time it took me to get to the door, about five seconds. He was rude, over bearing and wouldn’t let me finish a sentence.
Never ever use them if you have a choice.

Numerous appointments, several different operatives have attended and the boiler is still faulty. They don't deserve any stars.

3rd apointment gets no better as they did not turned up!

Waiting for an excuse!!

Had an engineer come this morimh to flush our heating and hot wather though said he would be back at 4pm it is now 6:34
Pm and no engineer have tried to contact the company with no luck no out of hours number unless i call between thw hours of 8-5 correct me if im wrong but the whole point of an out of hours service is that there is a number to contact in a emergency out of normal working hours poor service and a joke of a company would't recommed them at all

This is the worst company to use if ur boilers not working u will b waiting a good few months for anything to be sorted the engineers are clueless and the office staff don't care....the engineer have been round once a week for 2 months and still no heating and all u get is the parts wrong or they are waiting on them watret are the biggest letdown around i have two disabled kids i think its disgusting they have left me without heating for so long

This company serves my social housing landlord. I know they get lots of complaints and bad reviews but I would like to speak up for them on the basis that the customer service team and engineers have fixed a fault that the previous service company came and repaired fourteen times and I've not had to call them out from one gas safety check to the next. I have to say, I can't fault them. Always turn up on time, get a call to notify when something goes wrong and they can't, and the engineers really go the extra mile in keeping everything running smoothly. Well done!

Well what can I say. The woman who answers the phone and books the appointments is the rudest person I think I have ever come across. The attitude on that one is disgusting, who she thinks she is I don’t know. She cannot be bothered to help and it’s basically a take it or leave it attitude. Why these housing associations use these companies is beyond me, all I can say is they must be very cheap because you get what you pay for. They Never turn up when they say they will and there’s Never any appointments unless you want a gas safety check of course !! I will be making a complaint to my housing association. - I wish I didn’t have to give them 1 star. AVOID AVOID AVOID

I do not want to even give these rude uncaring dishonesty individuals one star, the failure to complete repairs turn up to appointments ,call you to let you know there not turning up to appointment is unbelievable . had to many awful experiences too many times made worse by there rude and belittling staff terrible housing associations need to think twice about this company . due to attend Saturday 9th Jan its now Tuesday 12th and still nothing but lies and horrid customers service . I want live this complaint there and I will record every visit they are not to be trusted . OH YES if you have a gas saftey check with them they want get the date right at all and be careful who the workmen are that come to your home they bring there friends and kids along for the ride, dont allw them in and have someone with you and record everything they lie alot

(Tracey Samuel)I just wanted to update you on my situation, after getting my housing officer involved an engineer was booked and has just left my house.

Of course the lady who rang me from the company to say an engineer would be arriving was now being very polite, probably due to the fact that she knew I took this further.

The engineer that arrived was called Chris he was very polite and efficient. I was very pleased with him, great guy if only their customer service could take a leaf out if his book. Maybe Chris should train them on how to deal with customers.

Great service from Chris I do hope he’s recognised for his fabulous customer service.
Let’s hope in 2021 they make some improvements with the disgusting customer service team.

I have had to place this through my daughters email or I would have to wait another month before I could place another review. I just wanted to update you on my situation, after getting my housing officer involved an engineer was booked and has just left my house.

Of course the lady who rang me from the company to say an engineer would be arriving was now being very polite, probably due to the fact that she knew I took this further.

The engineer that arrived was called Chris he was very polite and efficient. I was very pleased with him, great guy if only the customer service team could take a leaf out if his book. Maybe Chris should train them on how to deal with customers.

I received a great service from Chris and I do hope he’s recognised for his fabulous customer service.

Lets hope that 2021 brings some improvements with their
disgusting customer service team.

Thank you Chris for your fabulous and efficient service.

Very poor customer service,called them out via my housing association, they came and couldn't fix the boiler problem,told they would return and fix after Xmas,called them Tuesday 29th am,I was told the part was ordered and be fixed 31st December in between 08.00-13.00, no show at all called their office and was told they would be at mine by 17.00, decided at 15.00 that I should call again and was told the engineer had missed the supplier of the part at the time and they had closed,if I hadn't have called them I wouldn't have known they weren't coming,now have to take another day off work with no pay, because they can't get here now till Monday afternoon, have had no hot water or heating since 23rd December and the call centre girls were rude and unterested in listening to the complaint when I told them I am an OAP with underlying health problems,will try to get them taken of my association books, awful company earning money by false representation,employees are liars.

Not even worth the star. Just phoned them up as the hot water has gone and there is a leak in the boiler. As it’s just before Christmas we asked if they could come out, couldn’t get an appointment until 29th December. It’s Christmas Eve and my 85 year old nan has not got any hot water to wash with. The woman on the phone then responded rudely to us saying she couldn’t go without hot water. She showed no consideration. To then we got the response are you going to confirm this appointment as we can’t do anything else. We tried to implement that this is an emergency appointment and not a ‘quick fix’. She then ended the call with I am busy and need to go then hung up the phone. What rude customer service we got, how inconsiderate the company is and especially that horrible woman on the end of the phone. Grow some respect for the elderly and do not get a job in customer service if you are a rude woman. It’s Christmas Eve and you would expect someone to help the elderly out or even be considerate and apologetic. I wish I got the woman’s name however you know who you are, stop being so rude to people on the phone. If you can’t be nice, don’t work on customer service

Shocking works, no shows and further damage to boiler causing no hot water and no heating at all when the original problem was only moments of cold water running and heating temporarily going off then back on. We was left for a further 5 days before next appointment in a freezing house & no hot water

Do not use this company. They are are the biggest bunch of cowboy's you will ever find. Absolute cowboy's.