Centrona Gas

I had Paul around to service my boiler to keep the warranty in date and he called to let me know when he would arrive and was on time which is a good start. He explained everything going on and fixed a few issues i didn't even know i had which was surprisingly good. I signed up for the cover and now have the piece of mind that if anything goes wrong all i need to do is call and centronagas will be round to fix it for no extra charge which is great as my last boiler repair was very expensive. I was hesitant about using them following recent reviews but paul explained most were due to issues surrounding covid and the old office they had. Hope this helps. Thanks

I have had engineers booked in two occasions to resolve installation issues (Centrona have the installation contract) that will invalidate my warranty. They have failed to attend on both occasions and have not called to advise this. Two days wasted waiting. When I called I was told that my booked engineer had Covid. When I challenged the person as to why I hadn't been called I received no answer but was promised a call back soon - 6 hours later no call back. The company who I purchased the boiler from have now promised an engineer from a different company.

I had been with Centrona since 2013 I have a portfolio of 11 properties. in the early years they were so good, a breath of fresh air from British gas, however in the last 2 years the company has gone from excellent of appalling. Every one of my tenants has complained at the lack of service from them. to the point this week no one has answered the phones. I pay for a 24 hour service, some of my tenants have waited months for parts, engineers who don't turn up, or turn up when not booked. I am so disappointed in how this company has lost its way. I would not recommend to anyone who is looking for a reliable service. Everyone of my properties should have had a service this year with a landlords certificate. none of this has been carried out, so what

This is my second review. Funny enough I received a phone call requesting the reason behind my review. When explained they were happy to cancel my direct debit. However i never got the boiler service which I paid all year and I am still waiting for my tax invoice which I did request them several times via email. This company should be and will be reported under the Consumer right act.

Very disappointing service. I had a contract with them to maintain / service central heating. The office proved difficult to contact and often didn’t respond to my messages. The engineer didn't reply to my calls. I had radiators and a boiler that did not work properly for months despite numerous visits. I terminated my contract with them, found a new company who immediately fixed the problem. I feel I got nothing for my monthly payment.

Professional & caring very impressed with efficient completion of the job. He is very trustworthy and explained in detail so that I could understand. After completing he asked me to go through with the connection myself (nearly 74 yrs) and it is amazing how much I understood Paul's instruction. He is an asset to the company.

Looked after very well by Paul. Signed up to the very affordable cover meaning this great company will look after all my boiler needs. Couldn’t recommend higher!

Rated poorly for: Responsiveness, Quality I have 2 properties covered by Cetrona Gas and never heard from them all year. Called them up last month to book a service on both boilers as included in the service plan and was told I should have booked in the summer, however they had the WRONG EMAIL. 1st red flag. The first service was done in Croydon and what was carried out in the service was not as per schedule and was told the magna clean would not be cleaned incase it broke whilst removing. A second service was booked for my house in Bromley, same situation as above, magnaclean might break however my pump was noisy and would cost £165 plus vat and fitting as I was a 'NEW' customer, later to find out I had actually been with them for over 18 months! This also was found out by me calling them and no one calling me back! Pump replacement booked for last Tuesday , so taken another day off and 'Paul the engineer' turns up comes in and tells me he doesnt have the part! So my whole day wasted-loss of my holiday days. So why did he even turn up???Rebooked for today Friday and 'Paul' turns up and my wife has taken the day off today to sort out and he changes the pump and the electrics trip. Was told he needs to pop out and will be back at 130-2pm knowing clearly she had to pick up my 7 year old from school. SUPRISE SUPRISE NO CALL. Called him up and he said he is waiting for someone to confirm the part in stock and will call back. 3.30 no call, so I call the office to be told that he has not spoken to the engineer and will contact him. Still no call so I call back to be told that there is sludge in my exchanger and the boiler in NOW uneconomical to repair but they can fit a new boiler for £1800, "you can just stick it on a credit card" I was told. So I have had a PERFECTLY WORKING BOILER, with occasional pump noise this morning now needing replacement!! Came home and my boiler is hanging off, my dishwasher in the middle of the kitchen and rags on the floor. PAUL not answering the phone because he knows he has LIED by not coming back to finish the job, LIED by saying he would call back and has LEFT A FAMILY WITH AN ASTHMATIC 7 YEAR OLD WITH NO HEATING OR HOT WATER!! The main office dont give a #### just want to sell you a new boiler. So I hope that they can sleep well tonight while we shiver in the cold where we had a perfectly running boiler this morning!! I have emailed trading standards and have taken pictures of the situation I have been left in and have requested a REPORT from them as NOTHING was provided. *** PLEASE PLEASE STAY AWAY FROM THEM IF YOU WANT TO BE WARM THIS WINTER ****

Prompt, friendly, thorough...had a new boiler installed within days of first contact, job took but a few hours to complete, now I have hot water and decent pressure, couldnt be happier!

Appalling company, use at your peril. We had an intermittent hot water fault and called them on Tuesday morning to come and have a look. The appointment was booked for Thursday lunch time. Late on Tuesday the problem escalated and the boiler shut down with an error code that the manual indicated required a Worcester Bosch Engineer which I organised as the installation is only 18 months old and is in warranty. I rang them first thing on Wednesday to cancel as a Worcester Bosch engineer is being sent on Thursday, but they have taken £96 and refuse to refund as they have a 24 hour cancellation policy. When I pointed out I was cancelling over 27 hours before the appointment, the policy magically changed to be 'the day of 24 hours before'. There are no indications of their cancellation policy on their website and when challenged I was told I could be sent the policy so I can see it, which is rather too late. The situation is ridiculous as the need for cancellation could not have been foreseen and when the engineer comes out there will already be a Worcester Bosch engineer there working on the system.

Very pleased with the service. Centrona and Paul the engineer were efficient and professional in arranging the appointment and subsequently fixing my heating system. Paul also took the time to explain how everything worked and potential options for making improvements. Highly recommended would use again!

Paul came and was very through and very professional and serviced the boiler very well. He phoned before arriving and was on time and was ver polite and professional. Excellent job.

Have now been with Centrona for a couple of years. My experience with their regular engineer, Paul, has been first class. He is always polite, efficient and helpful. He has always let me know when he is going to arrive and gets there on time. He is clean and tidy when working and is ha pay to answer questions and give advice. The only reason I have not given a 5 star review is that the Centrona office is sometimes hard to contact by phone, taking several attempts to get through, but otherwise I can’t fault them.

Hi, be aware of this company as they don't deliver on their promise. Have had a boiler contract with them in two properties for two years. During the bank holiday weekend they refused to attend an emergency with water/gas leak which made the flat dangerous for the tenants. I had to find an alternative supplier to cover for them and now they refuse to compensate as they believe they haven't done anything wrong. They are unprofessional, unreliable and a total joke.

I have three sevice contracts with Centrona. I've always been happy with the quality of their work and the helpfulness of the engineers. This morning I phoned them with an emergency. John managed to fit in a visit and was able to sort out the tenant's problem. As they are a small firm appointments for gas safety checks or routine servicing do need to be scheduled a few days in advance but the advantage of using a smaller company is that the enigneer takes full responsibilty for each job. Centrona also fitted new boilers in two properties which was done quickly and efficiently.

Excellent service. Very professional and efficient. I had a problem with the boiler that many have tried to fix and not suceeded but Paul, our technician managed to resolve the problem straight away.

I don't like leaving negative reviews, but I feel it's my responsibility in this case. We used Centrona in the past to repair our boiler and then we signed up for their boiler cover which we had for 20 months. The engineer who came to fix the issue twice (once successfully before we signed up for the cover, once not - after we signed up) was our only positive experience. He was very kind and professional. However, the rest was a disaster. We never knew what the cover included and the only time we had to use it - the issue was not covered. We never had access to the T&Cs of this cover, which is also my fault that I didn't ask for this when I signed up, but just be aware they never send you an email confirmation or a hard copy what's included. We still asked them for a quote for a boiler replacement which I had to chase twice over the phone and they arrogantly told me they're too busy and don't know when it will be sent. This happens in Jan/Feb time, when they're aware their customer (we) doesn't have heating in the house and we're patiently waiting for a quote, potentially paying thousands for this job. When the quote was sent (3 days later), it was missing major details which we asked for + it was only for a cheap boiler brand which we never asked for. Anyways, it was obvious that there's a massive lack of professionalism and basic marketing/customer support efforts, so we decided to fix the issue with a local heating specialist and just cancel our cover with Centrona. I called to cancel the cover, which I had to chase twice. The lady on the phone could not do it for some reason, I waited for someone to contact me. When they did, they told us it's one month notice. Just for the record - they never asked why I cancel, why I'm not a happy customer given that we've spent almost £1000 with them in the past 2 years. So this one month notice really annoyed us, given the fact that we were never informed about it (not over the phone or in an email). The agent I spoke to handled it very poorly, making remarks that "they didn't invent the 1-month cancellation" just for me, that he will send me the info even in a "telegram" if I wish to etc. He didn't stop to listen what I was trying to say which was simply - I never knew what are the terms of this cover. He said - "you would have known if you had asked for..." and "how do you know the terms of your Virgin Media account"... Well, I get them in an email and in my account! Basically, some of his comments left me speechless and overall it was very disrespectful. This went on and on, so in the end I just gave up as it was clear there's no basic effort to understand why we were unhappy, let alone to keep us as a customer... We spend over £400 on a boiler cover we never used, isn't a common sense to investigate why we're not happy to pay another monthly instalment, instead of attacking me in such a bad manner... So in a nutshell, very poor experience on so many levels, so you'll be better off if you find a trusted local engineer who actually cares if you're served properly and you're a happy customer!

After speaking to them on Monday to book a service for my boiler on the Friday they went and rescheduled the work without giving me a call. It was only until I had taken time off work on Friday and waited all morning for the engineer to arrive that I found out that they had rescheduled my appointment till May! Stating that they only do boiler servicing during this period. I have never heard of such practice. If this is the case why didn’t anyone phone me to let me know they had made a mistake to book me for Friday. After speaking to several unhelpful staff members who said I will be contacted by a manager (which never happened) I decided to keep calling and be an inconvenience to them as they have been to me! I was then told that they would send over an engineer on Friday afternoon. It was now 7pm in the evening which is an hour beyond their working hours but there was still no sign of this phantom engineer. I am cancelling my account with this company who don’t address issues with urgency and will consider taking them to small claims for loss of earnings as I’ve lost a days pay waiting for nobody to turn up. Use this company at your own risk!

Highly recommend, really good experience with Jon from Centrona and Dan who did the installation - both really decent and helpful guys, great customer service thanks both. James

Similar to positive reviews here, I've had mostly excellent service from the engineers when they're on site… but also similar to negative reviews here I've found the company's management and reliability are completely inadequate. I've just had to cancel my contract because one of the engineers is off on holiday half way through a completed task and after over a week of chasing I cannot rely on Centrona to finish the job. While I don't begrudge anyone holiday, the engineer failed to properly hand-over the job to their cover. Following some chasing, I had a positive conversation with the company owner, yesterday. But having promised to return my email and phone me today at 12 to give an update, they have failed to do both those things. This is the latest in a string of red flags. I've had to repeatedly chase for updates over the past week and a half, all while my boiler is broken down. It seems to be the engineer's responsibility to deal with the problem rather than anyone taking control centrally—but the engineers are unreliable at following up. One time when I chased up the call centre—bear in mind I had no hot water at the time—they said, surprised, 'has the owner not got back to you?'. Another time they said 'The owner isn't responding at the moment, unfortunately'. I've given Centrona 3 chances over the past couple of weeks merely to respond to me. They've blown it every time. I finally cancelled my account, placing an order for a new boiler from another company. Avoid them unless you enjoy chasing.