Are you happy with how your boiler is serviced?

Living in semi-rural Scotland, I hesitate to move from BG Homecare because I expect them to have the resources to get parts over holiday periods etc, unlike local heating/plumbing firms who may turn out to be at the end of a long and slow supply chain. However, BG Homecare’s service, at 2 sites where I use them, is limited and perhaps unpredictable (eg there’s no check-list for customers, or published list of service levels for obtaining spares from their own stock or that of manufacturers – it shouldn’t be too hard to do that, at least for recent models).

At one site they’ve said the 10-year old boiler needs flushed and that they can hear grit etc moving around the pipes. They want to do a power flush or similar at around £600. At the other site, as part of other work, I got a local plumber to fit a Magnaclean filter on a 5-year old boiler which had been over-pumping for a couple of years, creating sludge in the header tank. On the next Homecare visit, the (different) BG engineer praised this filter, said it was the best thing since sliced bread, and he spent time opening and cleaning it, which I’d thought he might be reluctant to do. He did use the tools which came which the kit, which I’d managed to store safely and find again before he came. I’m not clear whether BG will be prepared to come equipped with the various custom-style spanners and instructions for the various models of filters, though they all seem to be simple enough. There haven’t been any problems since, though I read from Internet sources that there may be risks of leaks over time, with the plastic fittings used on this filter and many similar ones. It’s hard to be sure how serious a risk this is, because some of the advocates seemed to be promoting another brand of filter which has metal fittings.

The BG engineer did say that it was likely that the original empty and refill of the system to fit the filter, combined with the initial cleaning of the filter done by the original installer, had probably removed most of the dirt from the system and that I shouldn’t see as much in future. Needless to say, the Magnaclean filter and original installation, though it took some labour time during the empty and refill of the system, was quite a lot cheaper than BG’s recommended powerflush which is also labour-intensive and uses special-purpose machinery, presumably at some extra cost. I’m hoping to get a similar filter installed at the other location, which is rented out to tenants, at some time when I can arrange access, and after the cold weather has passed to avoid inconveniencing them.

We joined British Gas Homecare when the boiler stopped working over a holiday time and it was promptly fixed so we have stayed with them.

BG get a lot of flack but we have mostly had very good service from them when we have had problems. Our oldish boiler packs up at least once a year, we have had leaks in concrete floors, the pump gives up every couple of years, the immersion heater element seems to go every couple of years, overflows stick, radiator valves stick, etc. and all have been fixed usually by the following day especially if I can tell them what part they might need.

The last time the boiler stopped working the youngish engineer didn’t know what the problem was so called someone for advice and the part was fitted the next day. I would rather the engineer asked for advice than tried to botch the job.

But I do agree on servicing. They are very erratic. I think BG should give customers a check list on what to expect from a service as I am sure some engineers think a service is just an excuse for a tea break.

The most thorough service we ever had was when the engineer had a trainee with him!!! The worst is where the engineer only checked the flue reading. It is a wrong that most services fall short of what should be done.

A couple of years ago, I commented to the engineer on his lack of work and he told me they weren’t allowed to touch boilers like they used to as an engineer had got badly hurt, elf’n’safety and all that.

We had our Bosch Combi-boiler installed new about 14 years ago and since then it has been serviced by the same private independent boiler specialists regularly every year. We very, very, seldom have any problems until this week , much to my embarrassment , ran out of oil fuel. This has never happened before– and it was my fault ! However our friendly service man came out within the hour or so and found the problem, and our regular oil supply company diverted their tanker and refilled our tank with 1,000 litres within the hour (,which was not scheduled to be refilled until next week) and we were back in the hot water again.The point I should like to make is that we have found reliable and excellent suppliers of service and oil and we have them, and them only ,regularly. We are loyal to them and they to us. Just like it says on the tin !

A point to note if you live in a house that is covered by an NHBC Buildmark 10-year warranty: you are required to have the heating system inspected annually in order to maintain the validity of the warranty.

A further point is that it is harder to sell a house without a good service history.

I’ve just had a horrendous experience with British Gas. I took out HomeCare cover in January, just to be safe. The boiler was coming up to a year old but I’ve tried getting plumbers to call here before and found it very difficult.
I made an an appointment for today while setting up the account (6 March). The lead time seemed unreasonable but it was a new account, so I cut some slack.
Nobody appeared, so I called and got disconnected and then tried web chat. Upshot is, they deny the booking existed and I now have to wait until early May (!) for a service.
Cold, unhelpful and totally inflexible service.