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How British Gas fared in Which? boiler service test

We reveal boiler service probe results

Boiler repair and servicing

Four out of ten gas engineers didn’t do the job properly (library shot).

Four out of 10 boiler engineers failed to do their job properly in a Which? undercover test – with two recommending hundreds of pounds of unnecessary work.

When we asked 10 boiler engineers – independents and big brands – to service a boiler with a minor fault, we uncovered shoddy workmanship and two engineers ready to undertake hundreds of pounds worth of unnecessary work. We also found that one engineer sub-contracted by national brand Homeserve failed to fully service the boiler. 

British Gas fully serviced the boiler – eventually. It took the company three appointments to do the service, firstly because of a booking error and then because the engineer who turned up refused to touch the boiler since it had a minor fault.

Which? members can read the full results in the article about boiler servicing and repairs. If you’re not a Which? member you can sign up for £1.

Unnecessary boiler repairs

One independent engineer said he wasn’t sure what the fault was but it was either the board or the gas valve, and repairs could cost around £500. 

Another independent said it would be at least £200 for the part but suggested we might be better off getting a whole new boiler – as repairs would be expensive so they might not be worth doing – and naturally he was available to do the job. 

We also found engineers who missed off key checks when servicing the boiler. To find out what a boiler service should involve see our guide to getting a good boiler service. To find a good boiler engineer, Which? members can use Which? Local – our recommendations site where members review tradespeople they’ve used. You can discuss your experiences of boiler services and repairs on Which? Conversation.

Boiler cover

Which? research shows that you’re unlikely to save money if you take out a boiler servicing contract. This is because the average spent on a service is £75 and you’re unlikely to need repairs.

However, we also know that of the third of Which? members who do have boiler cover do so mainly for peace of mind.

To find out which boiler cover Which? members are most satisfied with, and what the individual policies cover, see the Which? review of boiler servicing contracts, which includes British Gas Homecare, Homeserve and Worcester cover. 

The boiler companies respond

Homeserve said: ‘We employ a robust checking process, including technical audits, and qualifications and good repute checks. Once a contractor works for us we manage their performance closely and have a thorough complaints procedure. Yearly audits ensure high technical and customer service standards.’

British Gas said: ‘We work hard to give our customers the best possible service. Our engineers fix 95% of boilers on their first visit. We offer a 24-hour emergency service, and our engineers are available as late as 8pm, seven days a week.’

Lower your gas and electricity bills

You can compare energy prices and switch to a new gas and electricity supplier on Which? Switch. People who switched with us between 1 October and 31 December 2013 are predicted to save an average of £234 a year on their bills.

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